Writing is on the wall, the company keeps coming up with more and more ways to keep traffic out of the stores, we are already so slow that nobody is hitting quota ( I'm in an A store / smart store ). Quotas are outrageous, managers are telling us they are being told to coach us out, I'm selling three times more than years past and making less money than ever. Now several reps are talking to union reps, managers are saying stores will be closing or going to resellers.... Get out while you can the ship is about to hit the iceberg!!!!
11 replies (most recent on top)
I mean, @yyc. I got clumsy keyboard coordination.
@yuc, the ironic thing is, many of them complain that their customers need hand-holding and can’t figure things out on their own, yet they themselves cannot figure out they’re on the wrong board. Here’s a little help to walk you through it:
https://www.thelayoff.com/verizon-wireless
Does anyone post on this board any more other than retail store employees?
Just did the training. Same BS. IF the customer freaks out we have to do it for them. It’ll be business as usual within a week.
I work in a next gen store...that doesn't mean we have less people showing up with unopened Fed ex boxes all day long, if a person is to helpless to read the directions in the box telling them to call the ivr or swap their sim, what makes us all think that suddenly they will follow directions and do their own set-up,not to mention the first bad nps and well be getting our a-- chewed for "not taking care of our customers".
I get that some people choose B but that's because it's an options. OP is implying that by moving to this new system that retail is dead. But that's not the case- it's simply removing option B. And then you're left with A and C. There is no scenario outside of terrible traffic that makes A better than C.
And you can have those brown-boxers either out of your store in five minutes or sitting down at one of the luxurious tables the next-gen stores provides while their device transfers and you help somebody else. Have you seen next-gen? There aren't even desks. The whole environment screams "showroom" and "you won't be here long." Forgot your iCloud password? Guess what? We can't help with that anyway beyond showing you the "forgot password" button so you can push it. What's that? You don't know the answers to your security questions? You don't have access to that email anymore? Nothing we can do about that either! Oh, Apple is forcing you into account recovery? They'll be in touch, and you're out of luck until then. You're moving from a basic phone to a smart phone? We don't even have a Cellebrite anymore. Your Android is activation locked with a Gmail account that you don't remember? Yikes. I got nothin. Maybe call Samsung or get Google support? If I had a dollar for every brown box that came in saying "I got a replacement phone and I need to activate it" followed by me swapping their SIM card in five seconds with them asking "Oh my God, is that all I had to do?" I wouldn't need commission anymore.
I've been doing this for a year. I may have had a handful of customers put up a fight, but in the end they know good and well it's not my fault they don't know how to operate a smartphone in 2017. I've had ninety year olds figure this stuff out. You'll be fine.
Most people in our store choose B , they don't want to do anything, would rather wait 2 hrs than do it themselves.
Well, we have been handing out sheets explaining the process for months, yet the people still show up with their brown boxes, still fight us because we should just do it, still b--ch because we don't know their password and were being told by the dm if a person b--ches to just do it for them, we can't have a bad survey or it is our a--. We have coddled these people to long and we have backed ourseives into a corner.
Just put yourself in a customer's shoes. If you wanted to buy a new phone and you were given three options:
A) Buy online. You've never held the device in your hands. You don't know if you'll really like it, but the reviews are good enough and there's a return policy (with a fee). You will have your device in a few days, and you'll figure out how to transfer stuff then.
B) Go to a store. You'll probably wait ten minutes at least to talk to a rep, but in the meantime you'll be able to get your hands on things. When you finally get a rep, hopefully they'll be able to answer some of your questions. They'll spend a good chunk of time asking you questions about your personal life and trying to spin your answers into products you've never considered and likely don't want. Eventually you'll get around to finally getting your phone, and the rep is going to transfer things for you. You think you might know how to do it, but you're not confident so you let him. The whole ordeal takes an hour or more.
C) You go to a store. There's no wait. You immediately get helped by a rep who gets down to brass tacks, and they help you select the best device for you while suggesting a few companion devices. You make your selection, and the rep brings it to you with printed instructions of how you can clone your current device to your new device. Your current device remains active, and your new device will activate when you start setting it up. You're in and out of the store in fifteen minutes.
Which scenario would you choose? Is option "A" really better than "C"? If yes, how? It's the same thing, only you've received guidance and personalized instruction.
Can you people take a moment to breathe, please? I'm not going to keep commenting the same thing, because I hope you're at least reading the previous posts before you start spewing alarmist nonsense, so I'll just post this:
It's a showroom. You're telling me the world has no place for a showroom that offers customers the option to walk out with a new device and simple instructions on how to clone their existing device to it. To you, that has no benefit over online. Okay.