Ok, Im sure when a customer walks into your store and says that you want to puke at this point. How many of you are getting customers walk into your stores with the iphone they purchased from the web or elsewhere? We are seeing far too many.
Do you help them with the activation or give me them "the stare"?
If you're not busy, politely offer a phone book transfer for your standard fee and sell them a case and some accessories while they're there. For an indirect, that will probably net you more money than had you sold the phone yourself. If you are busy, let them know that they have self-activation instructions in the box.
Verizon Wireless - More bars in more places on the now network.
Every time you ask whether you can use a VZW smartphone without a data plan, God kills a kitten.
And by God, I mean me - and by kitten, I mean many kittens. So many kittens.
Instructions in the box LOL That is great, but is there a way of telling them to do it themselves without them screaming in front of your other customers?
I think you have to have a flexible mindset to do this, and always be thinking about the future. In the moment, I am somewhat pissed at the unfair competition and the ignorance of the online customer (in many cases not their fault).....but that is irrelevant to what can I do to make money now and in the future with this customer. Just like when somebody fumbles the football, they need to get over feeling bad and think about the rest of the game.
Anyway, people like being treated pleasantly and if you make them feel guilty or stupid, they will surely never ever be back. We sold a bunch of accessories to a customer today who specifically told us online pricing was too good to turn down, but they wanted us to make some money on their new phone and happily bought $65 worth of accessories. Was it ideal, no? But it was not terrible, as we made money, we maintained the relationship somewhat and we had a chance to pitch the next upgrade which is on a phone where we can be more competitive. They told us if we can be close ($40 or less) we can get the deal.
If you're not busy, politely offer a phone book transfer for your standard fee and sell them a case and some accessories while they're there. For an indirect, that will probably net you more money than had you sold the phone yourself. If you are busy, let them know that they have self-activation instructions in the box.
With the ALP switch, if they already have data, we make more on iPhones than most other Android devices.
We got turned on for Iconic last week, so far its been good.
Hi there. I'm the guy on the other side of the counter. If you're a jerk to me, guess how hard I'm going to try to help you?
That $10 esn change fee would not fly in cities with many corporate stores, customers would just look at that as the reps trying to pocket $10, although I do agree with that mentality big time.
I had a customer walk in saturday to return an iphone 4 he purchased a week ago because Verizon customer service told him the 4s is in stock and he can cancel his agreement with us and get the phone shipped out to him through them directly.
If im busy i ask them to wait until im done with everyone and then il help them and while im at it i try to sell them accessories and see if i can get a service fee or 2 out of them.
Other times this thing comes back to bite me in the ***. I would be freely helping out this iPhone person with their activation and they pull 101 questions out of their *** and potentially make me lose sales from other people who come into the store in the middle.
9 out of 10 its usually the one that screams and moans about fees and doesn't buy any accessories that inst worth the hassle for their future business.
Weed them out and try to make some money out of this misfortune of ours while you congratulate the rest on the $30 discount they received online and wish them luck with the self activation process.
That $10 esn change fee would not fly in cities with many corporate stores, customers would just look at that as the reps trying to pocket $10, although I do agree with that mentality big time.
I had a customer walk in saturday to return an iphone 4 he purchased a week ago because Verizon customer service told him the 4s is in stock and he can cancel his agreement with us and get the phone shipped out to him through them directly.
I love when customer care tells my customers they can return an iPhone at my store. We have a no return policy on the iPhone. Turns into quite the battle, especially when they call me directly and try and tell me that I have to return it. I actually wish we could but I don't make those decisions and customer care doesn't make them either.
Sometimes you have to tell the customer that there is nothing else you can do, end of story. There are some customers who have nothing better to do than to complain to every department in verizon about your or your store but verizon realizes this is going to happen, it even happens to them in their own stores so when a customer wants you to do something you cant do there is nothing wrong with showing him or her the door. There are some customers that you will NEVER make happy, no matter what you do. The less time you spend with that type of customer the better.
I love when customer care tells my customers they can return an iPhone at my store. We have a no return policy on the iPhone. Turns into quite the battle, especially when they call me directly and try and tell me that I have to return it. I actually wish we could but I don't make those decisions and customer care doesn't make them either.
Sent from my Incredible 2 using Tapatalk
This is a very good point, and one that, while not prevalent much in my store, does pop up and usually involves me berating a customer service rep over the phone. Bottom line is, once CS discovers that the customer bought from a Retailer, Best Buy, WalMart, Radioshack, etc, or any other indirect channel, CS should be advising the customer to contact their store of purchase or their sales reciept for return information. CS does not dictate our return policies, WE do.
On another note, it actually pretty silly to NOT accept iPhone returns. Customer spends $199.99 on iPhone, returns it a week later, I charge the $70 restocking fee, then sell it as a used phone with a free car charger for $169.99. Net gain between both transactions after discounts and restock fee charged = $34. There is always money to be made, even on returns
Low price, Excellent Service, High Quality. Pick any two, but you never get all three.
This is a very good point, and one that, while not prevalent much in my store, does pop up and usually involves me berating a customer service rep over the phone. Bottom line is, once CS discovers that the customer bought from a Retailer, Best Buy, WalMart, Radioshack, etc, or any other indirect channel, CS should be advising the customer to contact their store of purchase or their sales reciept for return information. CS does not dictate our return policies, WE do.
On another note, it actually pretty silly to NOT accept iPhone returns. Customer spends $199.99 on iPhone, returns it a week later, I charge the $70 restocking fee, then sell it as a used phone with a free car charger for $169.99. Net gain between both transactions after discounts and restock fee charged = $34. There is always money to be made, even on returns
I think it would be beneficial to mirror vzw corporate's return policy in almost every instance. I don't know why we don't.
I have actually brought the fact that we can make a profit on iPhone returns. We had to make an exception once where an employee told a customer an iPhone 4 8gb did Siri. We sold the same iPhone 4 8gb for 99 and gave them a free car charger for it being open box. It wasn't a big loss for us to return that iPhone and we piss a lot more customers off by not returning it them.
HI! I JUST GOT MY IPHONE and.....
Reply With Quote
Originally Posted by readability
Bookmarks