vB Easy Archive - What are your Stats?

Pages: 1

What are your Stats?
(Click here to view the original thread with full colors/images)

Posted by: chargebk

Cingular is obviously imposing performance metrics that all sales channels must meet.

1st question is are the stats the same nationwide?
2nd questions how do you fare and what happens if you do not hit the requirements?

Mystery shop
Attainment (sales)
GoPhone % of sales
Feature attach
Data attach
$39 tier mix
$59 tier mix
Feature revenue
Data Revenue
PTT %

Posted by: nskgti23

I have 164 acts this month...

Features don't mean jack in my channel....

Posted by: notatwork2005

Quote:

Originally Posted by nskgti23

I have 164 acts this month...

Features don't mean jack in my channel....

.......

Thats it?

Posted by: cingman66

Quote:

Originally Posted by chargebk

Cingular is obviously imposing performance metrics that all sales channels must meet.

1st question is are the stats the same nationwide?
2nd questions how do you fare and what happens if you do not hit the requirements?

Mystery shop
Attainment (sales)
GoPhone % of sales
Feature attach
Data attach
$39 tier mix
$59 tier mix
Feature revenue
Data Revenue
PTT %

In the NE market, we have all of those stats and have qoutas we need to hit in order to receive full commission and bonuses. Without getting into specifics, most of them are easy to hit, with the exception of attainment, and some months, mystery shop score. It really is amazing to think that there are all these goals that we have to hit, considering that in years past the only thing we needed to do was...wait for it...SELL PHONES. New lines vs. Upgrades...rate plan mix...feature attach rate...DATA attach rate...all of these things were inconsequential to our pay. Nowadays we have to be aware of every aspect of our job and how it relates to the overall company and their goals. Some of the reps are overwhelmed and have given up...just accepting the lower payouts and continuing to do their subpar work. While others have made it their business to excel in every category. What bothers me, aside from having like 10 categories to watch for, is when you hit all but one category, but get no bonus. In the words of Bill Murray..."hey Llama...how about a little something, you know, for the effort?"

Every day they throw more and more at us...make it harder and harder to make a buck. This job ain't for the faint of heart...lol.

Posted by: CingularZ

To be fair, alot of the metrics imposed is to give the agents that do the work an opportunity to make more.

For those that are just quick to make the buck with a gross add, wells.. you know why you arent making as much.

Truth is, imo .. this is better for the market. Back then, it was just based on gross adds but because of that, it created a sour taste for many customers who felt they were just sold on #'s and not on quality.

The times have change, customers demand more and want more. I couldnt tell you how many times we've done secret shops personally, and we would give clues like " I do alot of text messages, or I would love to take pics and send them to my friends" but yet countless number of employees just wanted to make the sale, and never offered the package..

Just an example, not saying all. I have met tons of folks who did an excellent job in presenting the product and completing the sale. And those are the ones that are making money..

Posted by: makhay

Mystery shop GOAL 100% STORE AVERAGE 98% (i havnt been shopped)
Attainment (sales) GOAL 90OPS 40GA/fte (im 3/4time so 3/4 goal) ME 20GA 21CR
GoPhone % of sales GOAL 20% ME 15%
Feature attach (NOT MEASURED)
Data attach (not measured)
$39 tier mix GOAL 65% ME 60%
$59 tier mix GOAL 35% ME 35%
Feature revenue GOAL $12/OP ME $15.42/OP
Data Revenue(NOT MEASURED)
PTT % (NOT MEASURED)
ACC REVENUE GOAL $35/OP ME $29/OP (NO BIGGIE)

Posted by: Alfred_Neuman

Quote:

Originally Posted by CingularZ

To be fair, alot of the metrics imposed is to give the agents that do the work an opportunity to make more.

For those that are just quick to make the buck with a gross add, wells.. you know why you arent making as much.

Truth is, imo .. this is better for the market. Back then, it was just based on gross adds but because of that, it created a sour taste for many customers who felt they were just sold on #'s and not on quality.

The times have change, customers demand more and want more. I couldnt tell you how many times we've done secret shops personally, and we would give clues like " I do alot of text messages, or I would love to take pics and send them to my friends" but yet countless number of employees just wanted to make the sale, and never offered the package..

Just an example, not saying all. I have met tons of folks who did an excellent job in presenting the product and completing the sale. And those are the ones that are making money..

ill agree to an extent. ill admit i didnt push as much as i am these days for media bundles and such then, mostly because then i listened to their needs. now, i make it a forced thing of "want to try this??" regardless if hes 15 or 95 yrs old.

i still miss the old media basic of $8. $2 can make it seem a lot. $7.99 sounds so much better than $9.99.

kind of like saying "add a line for 9.99" and not "add a line for $10"

Posted by: cingman66

"ill agree to an extent. ill admit i didnt push as much as i am these days for media bundles and such then, mostly because then i listened to their needs. now, i make it a forced thing of "want to try this??" regardless if hes 15 or 95 yrs old."--Alfred Neuman

This is an excellent point, and one I wish Cingular understood: The VAST MAJORITY of customers DO NOT WANT data on their phones. This is not Europe where everyone text messages from their crib. I would say that 75% of the time customers ask us to make sure there are NO EXTRA FEATURES on their account because they don't want/need/use them. Cingular is under the mistaken opinion that everyone in the US NEEDS data and their lives will not be complete without it. What they really mean is that voice is dead (we make no money on the voice end of things) and only data revenue can save us now--so stick it to 'em! Having said that, I understand that if we are to become like Europe, we must take the bull by the horns and make sure our customers understand the VALUE of our data features and "force" them to try them out. By "force" I mean adding data to (almost) every deal, explaining data to every customer, and hoping that some of it sticks. And since WE get paid for selling data, WE sell alot of data. Last month we sold 146 phones (47 New, incl. GoPhone, and 99 Upgrades--I know...crappy, huh?), and we sold 76 Media Bundles---just over 50% of our deals. This month we have sold 96 so far (44 New, 52 Up's--better, right?), and have 52 Media Bundles---again over 50%. Now I know that there will be a (hopefullY) small percentage of customers who drop the feature...but there will be some who keep it...and actually USE IT. These are the people I'm counting on to spread the word to all their friends...USE DATA, USE DATA, USE DATA. I'm going to invest in a subliminal machine to play in the store to make customers more inclined to add data...lol.

Posted by: nskgti23

Quote:

Originally Posted by notatwork2005

.......

Thats it?

164 it? Are you kidding me... When was the last time you had 164 activations at day 15 of the month.

Posted by: CingularZ

Quote:

Originally Posted by cingman66

"ill agree to an extent. ill admit i didnt push as much as i am these days for media bundles and such then, mostly because then i listened to their needs. now, i make it a forced thing of "want to try this??" regardless if hes 15 or 95 yrs old."--Alfred Neuman

This is an excellent point, and one I wish Cingular understood: The VAST MAJORITY of customers DO NOT WANT data on their phones. This is not Europe where everyone text messages from their crib. I would say that 75% of the time customers ask us to make sure there are NO EXTRA FEATURES on their account because they don't want/need/use them. Cingular is under the mistaken opinion that everyone in the US NEEDS data and their lives will not be complete without it. What they really mean is that voice is dead (we make no money on the voice end of things) and only data revenue can save us now--so stick it to 'em! Having said that, I understand that if we are to become like Europe, we must take the bull by the horns and make sure our customers understand the VALUE of our data features and "force" them to try them out. By "force" I mean adding data to (almost) every deal, explaining data to every customer, and hoping that some of it sticks. And since WE get paid for selling data, WE sell alot of data. Last month we sold 146 phones (47 New, incl. GoPhone, and 99 Upgrades--I know...crappy, huh?), and we sold 76 Media Bundles---just over 50% of our deals. This month we have sold 96 so far (44 New, 52 Up's--better, right?), and have 52 Media Bundles---again over 50%. Now I know that there will be a (hopefullY) small percentage of customers who drop the feature...but there will be some who keep it...and actually USE IT. These are the people I'm counting on to spread the word to all their friends...USE DATA, USE DATA, USE DATA. I'm going to invest in a subliminal machine to play in the store to make customers more inclined to add data...lol.

I'll beg to differ. Statistically, the reason why we are pushing data as well as every other carrier is because data is the only part of service that is still on the rise. We still make money on voice, hence the reason for the 2 years but data is the future. Considering the amount of money thats being thrown into expanding and improving the network is mostly for data type services.

I cant speak for your market though so Im not going to disqualify your opinions but I truly believe you have two mentalities as a salesman..

You either sell what the customer wants (customer in control)

or

You sell what you think they'lll need (Salesman in control)

Granted, I do understand not all customers are alike and everyone likes their order with different sides... but I can almost guarantee you that a good amount of salesman, dont even bother to ask or present any data services.

I forgot the #, but it was a large enough amount of customers who added services through CARE which I couldnt understand why our agents didnt sell it. Its money that shouldve been in your pockets that you guys lost easily. And im not talking about customers who added stuff 6 months later, Im talking about customers who added services within 30 days of their activation.

3 years ago, everyone laughed at Satellite radio . Who the hell is going to pay that much for radio when its FREE ? Wells we all know what happened now... The reality is folks, people will pay. Money isnt so much the issue when they find value in what you can offer. With 3g coming up, I cant imagine that any of yous wont be pushing the high speed data access for any phone that can handle it...

sorry for the essay, keep positive and good luck selling !

Posted by: holdenmyphone

Everyone does realize that Peter, aka nskgti23, does not work in the retail environment. He works for B2B or whatever title is used at Cingular/at&t now. The OP did ask is the metrics were for all sales channels, however, to compare B2B to retail is in the very least trivial and at the very most insulting. Compare apples to apples and not B2B to Retail. Glad to know that 'features don't mean jack in your channel'! That's great news!

Good luck to everyone on the new commission structure, my buddy who stayed with the company calculated his February sales to the new commission and would have made 1/3rd less! That is something EVERYBODY needs to be upset about.

Please think before flaming...use the forum for Cingular/at&t issues.

Posted by: Alfred_Neuman

i calculated as well.

i do 60-80 acts a month and 40-50 upgrades with an average of $9-10 in features with $32-44 in accessories.

yet this isnt good enough.

few months ago we ranked reps and i was lower than most the reps, because my features was as high? thats total crap. i pulled in more customers that averaged out to $10 in features yet im not top 3.

Posted by: suicidal2af

Quote:

Originally Posted by Alfred_Neuman

i calculated as well.

i do 60-80 acts a month and 40-50 upgrades with an average of $9-10 in features with $32-44 in accessories.

yet this isnt good enough.

few months ago we ranked reps and i was lower than most the reps, because my features was as high? thats total crap. i pulled in more customers that averaged out to $10 in features yet im not top 3.

I'm at $77/handset in accessories for the month with ~225 handsets sold...and I'm only 20th in my zone

Posted by: Integra99

so what i find hard with my agent store is that we are located in a 55+ community and most of the older people don't want to be on a plan anymore and they don't care about new features of a phone all they want is to make and recieve phone calls. everytime i get lucky and do a regular activation i get shut down on text messaging, media net , even phone insurance, plus even thought roadside assitant is free for 30 days then 2.99 they want it off right awway. Im not to sure on how to sell anything to them, i sell alot of gophones and thats it, the 2nd most vaulable phone are store sells in that area is that nokia 6010 new or refurb, non of the older people care at all about ptt,the razr,bluetooth, its like pulling teeth trying to get them to get an lgc1500 or anything beside a nokia 6010.

well anyway im not sure what my stats would be cause we don't get enough traffic in the store to compete, and we just got a corp store right up the block from us