Things you hate most about phone salesmen

[mayconvert]

There are a lot of sales people and companies that give sales a really bad name.

I walked into a verizon reseller store one day and mentioned to the sales lady that I was considering the iPhone 5 and (one of the droids, I think it was a DNA)
SHe immediately said, Oh you don't want that iPhone, android is WAY better, we ALL use android here.
I asked about malware and viruses she said, just make sure the app has over 10,000 and at least 4 stars and you wont have to worry about that.
So I asked several questions she had some lame answer for most of them.

Little did she know I worked for Apple. and I didn't tell her. What she SHOULD have done was:
I'd be happy to show you both phones and give you pro's and con's of each.
May I ask, what made you narrow it down to these two choices?
Is there something you like about one over the other?
ETC ETC ETC

PROBE with open ended questions, GUIDE the customer, don't just force a device down their throats. and DON"T LIE. I like to "play dumb" to see if my sales person is going to lie to me.
If they do. I walk.

I feel so sorry for the average customer that doesn't know sales and electronics and contracts like I do. They get screwed over by so many sales people. Then we wonder, Why are sales people hated?

I get customers all the time at apple where "AT&T or Verizon" put this 70 year old woman into an android and she can barely figure out how to make a call.
What they needed was something SIMPLE to use like an iPhone. (yes, the new S4 simple mode is AWESOME for this type of person)
Some don't even need that. The needed a keyboard multi media phone. not a smart phone.

When someone comes to apple and asks why apple over android. I don't lie. I tell them all the advantages I feel iOS has to offer. along with free classes to learn the device. genius bar. Apple care. personal set up in the store before they leave. You'd be surprised how many people LOVE this. I don't have to bash android. I don't need to. I don't get commission.

 

[pontiac005]

I feel sorry for the average customer as well. Seems like I am always asked advice in regards to tech or asked to go with family or friends to the wireless store or electronics store so they won't get talked into something they don't really want or need.

Sent from my Galaxy Nexus using Tapatalk 2

 

[skafri]

I feel sorry for the average customer as well. Seems like I am always asked advice in regards to tech or asked to go with family or friends to the wireless store or electronics store so they won't get talked into something they don't really want or need.

Sent from my Galaxy Nexus using Tapatalk 2

My sister always makes me go with her for the same reason. The accessory push really has me irritated. Last time I went to US Cellular with my sister to upgrade her phone, the salesperson was basically begging her to buy a case and screen protector. I asked if it's a rule that they have to push accessories. She said she has to sell $1000 in accessories every month to earn her full commission. That's A LOT of accessories in this small town and most people have figured out that you can buy an Otterbox on amazon for half the price of the stores! So I don't necessarily blame the salesperson for the things I hate about them, I hate those that put them into a position of pressuring people to buy more than they came for.

Sent from my Galaxy Note II on Straight Talk

 

[_X_]

I think a person's who's job is to learn about, teach about and sell phones should know more about phones than I do. I know that like all sales jobs, it's more psychological than informational, but there is a level of expertise that should be expected. There are people who view buying a phone as a major purchase and this shouldn't be something where casual lies, misinformation or mistakes can cause them to be unhappy with something they're locked into for years.

This is an unrealistic expectation that is not going to happen.

For this to be true they would have to higher some very competent folks. Which would translate into a very expensive business to run. I have ran into sales reps that really know what they are talking about but I have never ran into one that knows more than me. However they do know more than the average person.
All I want is a rep that is courteous , fast, and understands their corporate plans... enough to give me the best price.

For knowledge folks I turn to tech analysis that know their technology.

 

[The Hustleman]

I love it when sales reps say oh thats an lte phone itll use more data so u need the larger gigabyte plan because of that. I say ur wrong and just walk out because at that point i know they will just make me mad.

Sent from my LG-E970 using Android Central Forums

Actually most people DO use more data with 4G than 3G. Not because things take more data but because it goes so much faster than 3G that people use the phone more. I've seen many customers switch to LTE and use more data.

You don't pressure someone into switching though.


We don't get commission for larger data plans so it doesn't matter
Sent from my Galaxy Nexus using Tapatalk 2

 

[The Hustleman]

There are a lot of sales people and companies that give sales a really bad name.

I walked into a verizon reseller store one day and mentioned to the sales lady that I was considering the iPhone 5 and (one of the droids, I think it was a DNA)
SHe immediately said, Oh you don't want that iPhone, android is WAY better, we ALL use android here.
I asked about malware and viruses she said, just make sure the app has over 10,000 and at least 4 stars and you wont have to worry about that.
So I asked several questions she had some lame answer for most of them.

Little did she know I worked for Apple. and I didn't tell her. What she SHOULD have done was:
I'd be happy to show you both phones and give you pro's and con's of each.
May I ask, what made you narrow it down to these two choices?
Is there something you like about one over the other?
ETC ETC ETC

PROBE with open ended questions, GUIDE the customer, don't just force a device down their throats. and DON"T LIE. I like to "play dumb" to see if my sales person is going to lie to me.
If they do. I walk.

I feel so sorry for the average customer that doesn't know sales and electronics and contracts like I do. They get screwed over by so many sales people. Then we wonder, Why are sales people hated?

I get customers all the time at apple where "AT&T or Verizon" put this 70 year old woman into an android and she can barely figure out how to make a call.
What they needed was something SIMPLE to use like an iPhone. (yes, the new S4 simple mode is AWESOME for this type of person)
Some don't even need that. The needed a keyboard multi media phone. not a smart phone.

When someone comes to apple and asks why apple over android. I don't lie. I tell them all the advantages I feel iOS has to offer. along with free classes to learn the device. genius bar. Apple care. personal set up in the store before they leave. You'd be surprised how many people LOVE this. I don't have to bash android. I don't need to. I don't get commission.

I agree with most of what you did except iphone being simpler.

In the past that say true but that time is over, if anything, android is simpler.

But I agree, let the customer choose

Sent from my Galaxy Nexus using Tapatalk 2

 

[The Hustleman]

For this to be true they would have to higher some very competent folks. .

Anyone else got a laugh out of this?

Sent from my Galaxy Nexus using Tapatalk 2

 

[gollum18]

1) When they act like you don't know what you are talking about. - Verizon wins out here in my books too.

2) When they act like they know more than you. - This definitely goes to Verizon salesmen.

3) When they don't know what is going on in their own company. - Sprint corporate salesmen are just clueless.

4) When they assault you with "Hi, how can I help you?" or something similar without letting you look around first.

Seriously Verizon has the best trained salesmen, the ones that work in the corporate stores I mean. They have an answer for anything. Albeit some if those answers seem like standard corporate responses.

Edit - Not being prejudiced towards old people or anything. But they should just stick to dumb phones, like a flip phone or tracfone. I know far to many old people that have smartphones and don't know how to use them, that goes for both iPhones and androids. What all the carriers need to do is offer free classes to teach people how to use their phones, like what apple does, that would really raise adoption rates among older generations.

Sent from my SPH-L710 using Tapatalk 2

 

[sting7k]

As many of you know I'm a phone salesman. I never knew how much people in my occupation were hated until I started working here, then watching coworkers I started to see why we are hated by many.

Here's what I noticed

1. Lying about product specifications
Not long ago a customer asked a coworker if we had the one, he said "not exactly but we have our own version of the one, it's the exact same processor, a better camera, better screen, bigger screen, better battery life of almost double the talk time" I've heard things like this and even worse from coworkers. I'd correct them but I'm not allowed to interject in another salesman's interaction with a customer no matter what lies they tell. When the customer walks away though, they are fair game. You don't have to lie to sell a great product


2. Not disclosing fees
If there is a restocking fee, let it be known at the time of purchase, if there's an additional ETF, disclose that. No one likes surprises when it comes to money

3. Trying to force overpriced accessories down their throat
If they are coming from a galaxy s to a Droid, why are you trying to sell extra 40$ chargers?

4. Trying to force pull through items (jet pack, home phone, converged solutions) on them

That's no different than any other sales person. Those are the same sales tactics any place will push on you.

What I hate most is when I ask a question and their response is clearly just memorized marketing BS and they don't even know the product. You can always tell who is a real sales person and who is not.

 

[The Hustleman]

1) When they act like you don't know what you are talking about. - Verizon wins out here in my books too.

2) When they act like they know more than you. - This definitely goes to Verizon salesmen.

3) When they don't know what is going on in their own company. - Sprint corporate salesmen are just clueless.

4) When they assault you with "Hi, how can I help you?" or something similar without letting you look around first.

Seriously Verizon has the best trained salesmen, the ones that work in the corporate stores I mean. They have an answer for anything. Albeit some if those answers seem like standard corporate responses.

Edit - Not being prejudiced towards old people or anything. But they should just stick to dumb phones, like a flip phone or tracfone. I know far to many old people that have smartphones and don't know how to use them, that goes for both iPhones and androids. What all the carriers need to do is offer free classes to teach people how to use their phones, like what apple does, that would really raise adoption rates among older generations.

Sent from my SPH-L710 using Tapatalk 2

In defense of 4,the rule is generally whoever speaks to the person first gets the commission.

Managers will yank commission away from someone who tries to take someone else's commission so once someone speaks to you, you're their customer if you buy.

THAT is why everyone wants to greet you first

Sent from my Galaxy Nexus using Tapatalk 2

 

[Ry]

In defense of 4,the rule is generally whoever speaks to the person first gets the commission.

Managers will yank commission away from someone who tries to take someone else's commission so once someone speaks to you, you're their customer if you buy.

THAT is why everyone wants to greet you first

Sent from my Galaxy Nexus using Tapatalk 2

What about stores with a greeter? Verizon corporate stores funnel people in and create waiting lists.

 

[Aquila]

Doesn't that give the salesperson a direct incentive to match the consumer up to the highest paid device, rather than what's best for them? IE give them an iPhone or HTC One instead of the feature flip phone?

Sent from my Nexus 7 using Tapatalk 4 Beta

 

[TheAutoMomma]

1) What all the carriers need to do is offer free classes to teach people how to use their phones, like what apple does, that would really raise adoption rates among older generations.

Sent from my SPH-L710 using Tapatalk 2

Verizon actually has getting to know your smart phone classes. My parents took one and it did help a great deal. They still have loads of questions, and there is a lot they don't understand still, but they are much more competent than they otherwise would have been.

Sent from my SCH-I535 using Tapatalk 2

 

[The Hustleman]

Doesn't that give the salesperson a direct incentive to match the consumer up to the highest paid device, rather than what's best for them? IE give them an iPhone or HTC One instead of the feature flip phone?

Sent from my Nexus 7 using Tapatalk 4 Beta

Iphones don't pay crap but 20 bucks


It's the free phones that pay the most.

I sold a couple pantech breakouts and make 135 each.


270 for the sale.

Meanwhile the note 2 is 30/20 on new /up

Sent from my Galaxy Nexus using Tapatalk 2

 

[Aquila]

Iphones don't pay crap but 20 bucks


It's the free phones that pay the most.

I sold a couple pantech breakouts and make 135 each.


270 for the sale.

Meanwhile the note 2 is 30/20 on new /up

Sent from my Galaxy Nexus using Tapatalk 2

Interesting, that's about the opposite of what you'd expect.

 

[The Hustleman]

Interesting, that's about the opposite of what you'd expect.

Yeah surprised me too when I started

Sent from my Galaxy Nexus using Tapatalk 2

 

[_X_]

Ops... Did you deduce my opinion of phone reps

 

[AidanRoberts]

I worked in sales at a company for two years and had to quit because of that behavior and the pressure to do the same for even bigger numbers - I was already bringing in more than any single person, more than what 5 people in another department could, all by being honest. And 70% were return customers as a result after the lock-in period. Lying is the worst thing in salesmen, second is when they don't know what they're selling. In combination it's hell, which is the case a lot of the time. 2, 3, and 4 involve lying at some point.

 

[bp3dots]

When you walk into the store with a specific phone you want and they try to downsale it to upsale another. If I came in and told you I was interested in an android device, I want an android device, not an iPhone. If I tell you I want a HTC, dont try to sale me a Samsung.

A lot of customers come in asking for one thing, but wanting another. Its their job to make sure you actually get what you need. (Still don't have to talk bad about the one they asked for though.) I've had customers INSIST they were asking for the right thing, even though with a few questions, I knew they were wrong. On the upside, its fun seeing them come back to exchange it for the right one, downside, they'll still blame you for it somehow, no matter how much you show them they're wrong.

In defense of 4,the rule is generally whoever speaks to the person first gets the commission. Managers will yank commission away from someone who tries to take someone else's commission so once someone speaks to you, you're their customer if you buy. THAT is why everyone wants to greet you first

Only for the commission guys. (and not even all, since the structure isnt the same everywhere) It's still just old fashioned good customer service to greet someone when they walk in. And for every one who says its a bother, there's 2 calling your complaint line because they didn't get greeted.

Iphones don't pay crap but 20 bucks It's the free phones that pay the most. I sold a couple pantech breakouts and make 135 each. 270 for the sale.
Meanwhile the note 2 is 30/20 on new /up Sent from my Galaxy Nexus using Tapatalk 2

Interesting setup. There's also sellers with a flat fee for the contract (new or upgrade) regardless of the phone.

 

[carol72]

I have to say, I hate when sales people do not disclose information or push me to a product I don't want. Thankfully the vzw store I went to was great. I upgraded my rezound and my boyfriend's thunderbolt a few months ago. I said farewell to the unlimited data and got myself a Note 2. He went for an iPhone after his frustration with the thunderbolt, he wanted something different. (We returned it 2 days later for a note. He was not on the I bandwagon) The great associate was helpful and honest. I was prepared for battle but she was perfect.

Posted via Android Central App