Return of the instant online rebates?
So for the past few months verizon online used the same rebate process as stores did (mail in). Now, they always had a couple phones for free, but these were going out of stock phones, or special promotions. Generally we beat online on some phones and they beat us on others.
Now, they are back to "instant" rebates and they are also waiving activation fees on what looks like any select plan.
Why did they change back to this "stores can't beat our pricing" setup?
we lost a 5 line port in because of the instant rebates and waived activations, and this month is one where we need every sale we can. Sure, we can sell on service, but with so many people freaking out about the economy, they are literally starting to argue with us over pe...
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Now, they are back to "instant" rebates and they are also waiving activation fees on what looks like any select plan.
Why did they change back to this "stores can't beat our pricing" setup?
we lost a 5 line port in because of the instant rebates and waived activations, and this month is one where we need every sale we can. Sure, we can sell on service, but with so many people freaking out about the economy, they are literally starting to argue with us over pe...
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I agree 100% they (breifly) leveled the playing field, then screwed us on every single phone.
Since people are so scared over pennies right now, how bout doing what we do, If somebody wants a phone that online is doing for free after rebates, sell it to the customer for $40 or $35, then give them the rebate so they actually make money.
Or on more expensive phones, just beat them by $10 or $15 then sell the fact that every dollar counts, and by buying it through your store they will save money in the long run if they can just float the rebate on a credit card for a few weeks.
Since people are so scared over pennies right now, how bout doing what we do, If somebody wants a phone that online is doing for free after rebates, sell it to the customer for $40 or $35, then give them the rebate so they actually make money.
Or on more expensive phones, just beat them by $10 or $15 then sell the fact that every dollar counts, and by buying it through your store they will save money in the long run if they can just float the rebate on a credit card for a few weeks.
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The way my company is structured if I change the price of the phone by even a dollar my commission suffers. now for multilines I don't really mind doing it (sell primary for normal price, discount the others)
But where they are really killing us is the activation fee waiver.
But where they are really killing us is the activation fee waiver.
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I don't see the harm in rewarding the customers for doing things themselves. This makes things more difficult with customer service to an extent, as well, but the company always pushes self-serve options, so this shouldn't come as a surprise.
I, personally, thought that it was stupid to take the instant rebates away from the Web site in the first place.
I, personally, thought that it was stupid to take the instant rebates away from the Web site in the first place.
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Because at the same time they are offering all this stuff for "free" they are increasing what they expect from stores.
Offering a discount to self service is fine, but then those customers come into MY store and take up MY time finding out about a phone to order it online. That is not self serve, that is wasting someone elses time, going through the entire sales process and then going to a competitor to get the product.
Or if they screw something up, they will come to MY store to make ME fix it because "verizon is verizon."
So essentially the store employees still end up doing almost all the work, but because of the "online discount" they order it online. So all the same work (often more because customers are much more likely to m...
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Offering a discount to self service is fine, but then those customers come into MY store and take up MY time finding out about a phone to order it online. That is not self serve, that is wasting someone elses time, going through the entire sales process and then going to a competitor to get the product.
Or if they screw something up, they will come to MY store to make ME fix it because "verizon is verizon."
So essentially the store employees still end up doing almost all the work, but because of the "online discount" they order it online. So all the same work (often more because customers are much more likely to m...
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The reason they did this was because of the online service (chat) was getting a big hit with the instant online rebates being taken away. We feel the same way when a customer uses our time, and effort to just clsoe the chat. Then go to a worthless store rep which gives incorrect information, and sales them a phone. Go online, get instant rebates, and you save money!
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Americanstud1987 said:
go to a worthless store rep which gives incorrect information, and sales them a phone.
Wow...
It really is a 2-way street.
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They'll get over it. Improve you sales skills at the stores, give correct information, and you'll be able to get your sales. A lot of customers don't know about the instant online rebates.
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You'd be surprised as many customers that I chat with on a DAILY basis do not know of them. You can say I'm incorrect but when I have to chat with a few thousand a month I think I have a clue.
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Silly me, thinking we were all on the same team...
YOU might be surprised at the massive amounts of incorrect information customers get online and over the phone that WE have to clear up in store! And I too deal with thousands of customers each month, IN PERSON. I encourage people to be educated consumers and know their options. There are many people who are aware of the instant online discounts and many who are not. I just try to get things taken care of in the way that is most beneficial to the customer, my store and the company.
I'm wondering whether or not you like your job because you seem to be quite snippity. I hope this isn't how you "chat" with our customers.
YOU might be surprised at the massive amounts of incorrect information customers get online and over the phone that WE have to clear up in store! And I too deal with thousands of customers each month, IN PERSON. I encourage people to be educated consumers and know their options. There are many people who are aware of the instant online discounts and many who are not. I just try to get things taken care of in the way that is most beneficial to the customer, my store and the company.
I'm wondering whether or not you like your job because you seem to be quite snippity. I hope this isn't how you "chat" with our customers.
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Are you honestly arguing customers who talk to you online and customers who come into store are at the same point of purchase? Obviously, if they are shopping online, at least some of them are getting the info about instant rebates from reps such as yourself. We (store reps) then see them. I think you just proved familyguync07's point.
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You two are both ficken dumb.
Get a friecken clue there will ALWAYS be bad info thrown around it does not matter if you selling cars, phones, TVs etc etc.
****e happens get over it
Get a friecken clue there will ALWAYS be bad info thrown around it does not matter if you selling cars, phones, TVs etc etc.
****e happens get over it
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The reason that VZW went back to instant rebates is the websales business tanked huge. VZW looks at this as if those customers are going to other carriers...not buying from retail channels. I will say that my sales went way up when this change went through and is now going back down again. I mean, Mr Customer, isn't 10 bucks...I mean 20...I mean 35...I mean 85...oh wait, you have a family share...I mean HUNDREDS of dollars worth it to get the phone through me? I don't care how "loyal" someone is...hundred bucks is a hundred bucks.
To really be fair, I would do away with rebates all together. As far as helping those people, I use a line such as, "Most people appreciate the human factor in the world today. So much we have gone autom...
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To really be fair, I would do away with rebates all together. As far as helping those people, I use a line such as, "Most people appreciate the human factor in the world today. So much we have gone autom...
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Menno said:
Why did they change back to this "stores can't beat our pricing" setup?
They don't actually save money on you not making your commission because they lose out on possible MIR profit and activation fees. But, they are still competing against other carriers (Sprint, AT&T, T-Mobile, etc). So there has to be an incentive for someone to come to them (instant rebates, waived activation fees). So, why not offer the same thing in stores? Because if they can close a sale in store without giving anything away (or having that option to do so), then they profit there. If the customer wants those benefits, they order online: A bit more up front cost but overall they still got the customer. If they let you...
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"This is true. Nothing you can do about it though. The only realistic way to win the battle is to fight on the same playing field. If you aren't able to beat the pricing, then you will lose."
Then I guess I'll lose because no staffed storefront can beat the pricing of an unmanned warehouse in the long run.
There are more ways to compete than on price. But switching from "no more online rebates because we want to help retail stores remain competitive." to "online rebates + free activation because we don't care about retail stores." is like pulling the rug out from under us. It's going to take retail stores awhile to adapt, and with the economy the way it is.. instant savings of $85 plus is REALLY hard to overcome.
Perhaps reta...
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Then I guess I'll lose because no staffed storefront can beat the pricing of an unmanned warehouse in the long run.
There are more ways to compete than on price. But switching from "no more online rebates because we want to help retail stores remain competitive." to "online rebates + free activation because we don't care about retail stores." is like pulling the rug out from under us. It's going to take retail stores awhile to adapt, and with the economy the way it is.. instant savings of $85 plus is REALLY hard to overcome.
Perhaps reta...
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I've had three customers from online today.
2 blackberry storms and a dare. All three of them came in wanting my help understanding their new phones, setting them up on them, and to transfer all their pictures and contacts for free "because verizon is verizon."
Being that it is febuary, we've had 5 customers all day. so 3 customers went online, got phones, and then came to me and wanted me to help them.
The worst part of it is, One of those customers (a blackberry) spent at least an hour in my store last week asking about all the phones, then left and ordered the phone online.
I don't know how it is at corporate stores, but i don't make all that much unless it is commission. I have no issue helping people with basic issu...
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2 blackberry storms and a dare. All three of them came in wanting my help understanding their new phones, setting them up on them, and to transfer all their pictures and contacts for free "because verizon is verizon."
Being that it is febuary, we've had 5 customers all day. so 3 customers went online, got phones, and then came to me and wanted me to help them.
The worst part of it is, One of those customers (a blackberry) spent at least an hour in my store last week asking about all the phones, then left and ordered the phone online.
I don't know how it is at corporate stores, but i don't make all that much unless it is commission. I have no issue helping people with basic issu...
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You need to get the message out there somehow; because I honestly don't think everyone understands that what they're doing is detrimental or unfair. And they really do think Verizon is Verizon, no matter what channel. I mean, how would they NOT think that? Both say Verizon.
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Most customers don't care. I've tried explaining that just because they got the phone from verizon doesn't mean that they pay my paycheck.
Customers don't care if they are wasting someone elses time as long as they are "getting a deal."
Yet another reason working in a serivice industry should be required. If people spent just two years on the other side of the counter, I'm convinced our country would be much better as a whole.
What I'd like doing is as soon as an online customer comes in wanting advanced support to point them to the website and then move to the next customer, but i know that is bad for business because of the basic selfishness of the typical consumer.
Customers don't care if they are wasting someone elses time as long as they are "getting a deal."
Yet another reason working in a serivice industry should be required. If people spent just two years on the other side of the counter, I'm convinced our country would be much better as a whole.
What I'd like doing is as soon as an online customer comes in wanting advanced support to point them to the website and then move to the next customer, but i know that is bad for business because of the basic selfishness of the typical consumer.
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I can understand the initial confusion, but the:
'Since I bought this from a verizon store, This salesperson at this other store somehow benefited from my business"
Attitude totally baffles me.
'Since I bought this from a verizon store, This salesperson at this other store somehow benefited from my business"
Attitude totally baffles me.
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