I received a coaching for not adding a lead per week on sales force , Im getting sick and tired of management trying to manipulate reps to solicit business to get numbers. The reps don't even have proper training on how to do cold callings. That is not part of our description. I want to know what can I do to take a stand on this I know it's wrong and unethical if I'm over thinking it please let me know. my area manager has my manager by the balls he is in desperation mode and is giving coachings to reps without speaking to them , not sending there coachings to their email. Creating falsified side by sides. I am in sm1 store I think it's on the verge of closing my manager has not mentioned anything yet
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all call center reps are forced to try add new lines. and there are some shady a– reps doing c-ap like the stores did.
Hitting your metrics is a behavior!
Adding lines and rerating plans without consent is fraud.
I love the irony of T encouraging cold calling but promoting a service (AT&T call protect) to block unwanted calls. Like cold calls.
It’s tricky Because some one below me said we got to do it and that’s coming from a former manager not sure what to Believe in
You don't need to be trained to sell as It's just common since . You don't need to be an Einstein to be a peddler
We were flat out told to " re-rate " customers rate plans, save them money, and add a line to their account even when they don't want/need it. We were told that it's cheaper for them to add a line of service, get a device than upgrading. Everything is about adding a line when they don't even know it or want it. We are being told " other " stores are doing this, and they are hitting their numbers and we need to do the same.
Just remember they cant make you sit in the back office and do cold callin! Already been address by the Union! They can ask but not mandate you too! Sales force is a waste of time and money, just wait and see!
They can't coach you on metrics, only behaviors. They also can't coach you without telling you. Thats illegal as hell (in the AT&T world). If you don't pay union dues, start doing so and call your union representative. You have a right to request he or she to mediate discipline and the fact your manager isn't even telling you can get them in a lot of trouble with the union.
Randy said it is up to you to make yourself relevant to the company. Get to it...
Salesforce isn’t the end all be all just like Kronos. I don’t work for T any more but the company I work for uses Salesforce for good. There are quirks...and we’re also told to have a minimum # of accounts created/activities logged.
DO Not Call list is my favorite.
I was told to text them. Yeah. Don’t. I didn’t.
Also when I was with T I had a list of companies on DNc list and was told I could call them and most people don’t care.
Never did call.
Long story short, manager are not there to dictate the Policies. They are there to up hold them. Nothing they say is above policy.
Ask them to Email you their instructions before you do anything. Always.
Deuces are the most evil folks on the planet.
Devoid of morals, unable to do the job of those they "manage".
Many are short men/unattractive women who need to feel alive by making others miserable.
Paid slightly less than a top craft tach after OT to be a keyboard/GPS/TACR/ and various other BS warrior.
Hide behind the 1st line.
Most are insecure, and could never compete at a real company.
Call the NLRB and the FED (not the company) EEOC.
That gets their attention RFN, and they'll find someone else to bother.
Serious.
If you see ethics issues , REPORT IT Hr . I believe you can do it anonymously
Previous Store Manager here- I understand what you’re saying. The ARSMS are really pushing the ASM/RSM to “coach people out”. You have a few options. Also your manager is required to speak to you after a side by side, enter your words into the observation. If you’re struggling with getting leads, ask your manager for help via email and request an emailed response. Ask why you’re getting SXS with no input from you on what you need help with. They’re legal documents and shouldn’t be “fudged “ but usually are. Managers are supposed to role play and do skill building after observations. With that said- just submit a lead to keep them off your back, make calls during your downtime to show you’re trying. And yes unfortunately more stores will be closing, sold to AR. It’s no secret no matter how many people in retail refuse to believe it. If you’re a good performer and are just struggling with this, ask for help, say you want your request documented, and you could always try reporting this to your union rep if you’re being targeted, although I will say, submitting leads is a thing in most locations, best to work to get them, ask your ASM to go out of the store prospecting together, I took my reps with me, showed them how to make prospecting calls which helped them and me. Got the ARSM off our backs. Good luck to you. There is life after Retail, trust me.