Learning This Stuff!
I'm currently employed as a web chat consultant - meaning I'm one of the folks you talk to when you chat with a live person on the website. We are getting plenty of training, but I'm paranoid about these things, I suppose - I'm worried about the amount of knowledge I will retain past training and onto the floor.
For those people who sell Verizon, or those in customer care, could you share with me some ways you've absorbed your knowledge about phones, plans, etc.? I have plenty of resources available, but I'm worried that I will keep customers on the line too long while I hunt for information and I want to keep that from happening.
Thanks in advance;
LH
For those people who sell Verizon, or those in customer care, could you share with me some ways you've absorbed your knowledge about phones, plans, etc.? I have plenty of resources available, but I'm worried that I will keep customers on the line too long while I hunt for information and I want to keep that from happening.
Thanks in advance;
LH
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Oh, I forgot to mention that I have been trying various methods like using Yahoo! to chat with my husband (who works with Verizon as well) in order to practice answering quickly and correctly, and quizzing myself using the information I have.
Selling the phones shouldn't be too hard for me, I'm just worried about answering questions about Verizon's service in general.
Thanks again;
LH
Selling the phones shouldn't be too hard for me, I'm just worried about answering questions about Verizon's service in general.
Thanks again;
LH
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www.howardforums.com
www.phonescoop.com
Those are the 2 websites for really good info, and a lot more info then Verizon will teach you.
Other then that, there is not an instant way to learn all the stuff besides just absorbtion.
I've been selling phones for 8 years, with Verizon for 5 and owned my own stores for 4, and I still learn stuff everyday.
It's just things that you will pick up along the way.
And if you still feel uncomfortable about selling/chatting, dont worry, most of the reps I have chatted with on VZW.com seem COMPLETELY lost anyways. Actually, I can honestly say, I have never chatted with a rep that was actually 100% correct on their info.
So in other words, dont stress about it. You'll be fine.
www.phonescoop.com
Those are the 2 websites for really good info, and a lot more info then Verizon will teach you.
Other then that, there is not an instant way to learn all the stuff besides just absorbtion.
I've been selling phones for 8 years, with Verizon for 5 and owned my own stores for 4, and I still learn stuff everyday.
It's just things that you will pick up along the way.
And if you still feel uncomfortable about selling/chatting, dont worry, most of the reps I have chatted with on VZW.com seem COMPLETELY lost anyways. Actually, I can honestly say, I have never chatted with a rep that was actually 100% correct on their info.
So in other words, dont stress about it. You'll be fine.
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Thank you!
(And from what I've seen on the floor, the information given wasn't always correct, so I do agree... I just don't want to be one of them 🤭 )
It helps to keep remembering that it won't take long before I have enough knowledge to be comfortable in answering questions. This time next month, next year, and so on will be easier and easier.
(And from what I've seen on the floor, the information given wasn't always correct, so I do agree... I just don't want to be one of them 🤭 )
It helps to keep remembering that it won't take long before I have enough knowledge to be comfortable in answering questions. This time next month, next year, and so on will be easier and easier.
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And just keep this in mind, 98% of the questions customers ask you will be exactly the same, meaning that there is about 10 questions that you'll get asked EVERY SINGLE DAY.
It's the off the wall questions, or things that you dont get asked very often that you will have to ask somebody else on.
Dont worry about anything, after the 1st day, youll feel comfortable, once you realize that most people will ask you the same questions and have the same problems, its really an easy job.
Like I said previously, when somebody ask you something you have to look up, or ask somebody else, just remember the answer and you'll know next time, just "absorb" the stuff you learn, trust me, you'll be fine.
It's the off the wall questions, or things that you dont get asked very often that you will have to ask somebody else on.
Dont worry about anything, after the 1st day, youll feel comfortable, once you realize that most people will ask you the same questions and have the same problems, its really an easy job.
Like I said previously, when somebody ask you something you have to look up, or ask somebody else, just remember the answer and you'll know next time, just "absorb" the stuff you learn, trust me, you'll be fine.
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Just remember, it is more importnat to give the correct answer than to give a fast answer. Just use infomanager and the M&Ps to answer the questions correctly. After working with customers a month or two you will have most things you need memorized just because you talk about it so much. As for the other rarer stuff, just let the customer know it will take a min to look up the information. There are a few exceptions, but most people would rather wait 5 min to get the right answer than get the wrong answer right away.
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don't be afraid to check out competitor's forums it will reinforce alot of what they're teaching you in training
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