suggesting the phone to customers
what is everyone's personal policies on suggesting phones to customers? I try to let the customer pick out the phone that they want but if they pick something that I have seen a lot of returns on or that I know has a specific problem I try to stear them away (usually to the nokia 6102i). The thing is that sometimes this can blow up in your face if the phone you sell them happens to be defective (then its your fault for selling it to them)
I guess my main point is, do you guys find your self "selling the phones" as well as the service and the features?
There are reps at my store that just tell the customer to pick out the phone they want and sit at their computer until the customer comes back, they tend to be the reps with the LEAST ...
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I guess my main point is, do you guys find your self "selling the phones" as well as the service and the features?
There are reps at my store that just tell the customer to pick out the phone they want and sit at their computer until the customer comes back, they tend to be the reps with the LEAST ...
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there's a balance. you need to try and read the customer. if you have a phone you are currently carrying, tell them it's the phone you carry yourself and tell them why. but be vauge... like for my personal use and where I use the phone... try and stear clear of saying one phone 'gets the best reception' or 'easiest to use' because it will be a little different for each customer, but customers will be more likely to believe what you are saying if they see you with the same device you are trying to sell... like i carry a blackberry, but it's not going to be for everyone... if someone is looking for pda's i let the customer pick which group of customers they would classify themselves in, windows friendly or emailer or a palm person, when they s...
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haha..that worked with the Motorola v557. I remember that when my AT&T store first turned into Cingular that there were a bunch of new reps and they all carried around the "great" Motorola v557. It only took me a few months to replace that. Do people a favor and tell them the truth. It may be the phone you carry but if it's a piece of crap then that really shouldn't matter
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I never tell them what phone to or not to buy, but I will tell them once they've decided (especially if it's the V3) that " I don't have an opinion but I will tell you we get a lot of technical calls about that particular device." They usually thank me for the info, but I really don't know if it works or not, I don't do sales at all if I can help it, I was trained CSR not sales, I'm not good at it. 🙂
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lol. me too. that's why i let them make the decision and let them know it's what THEY think about it that sold them on it. per the agreement with the phone makers, i cannot tell them a device is not a good performer...
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that's a good and bad sales move, your being honest (which is good) but you don't tell them all the problems with the phones, every phone has a problem and theres no perfect phone, like i mentioned before, explain how it benefits them, and ask the rights questions such as "what do u do for a living?" "do you travel out often?" "do you receive calls often while your driving? (bluetooth sale)"
asking questions is the best sales tool
asking questions is the best sales tool
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I agree absolutely, however I'm not at all interested in selling anything. I work for customer care and cringe when the phone beeps in my ear and it's a sales type question. I am far better suited for billing and trouble shooting, I'll leave the sales to you good people at the stores... You do what you do for a reason and I do what I do for a reason... I couldn't sell water to man wandering lost in the desert...
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I usually just ask them what kind of features they want with their phone and them show them a couple models and tell them which ones I like and why. I make them understand that they can try a different phone within 30 days if they want something different. That way they make all the decisions and I am not the bad guy.
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Um, if we're following Cingular's 6-step sales process, we're SUPPOSED to recommend a phone for the customer. You ask qualifying questions such as "what do you want your phone to do?" or "what style of phone do you prefer?". Failure to actually recommend a phone results in loss of points in the event of a secret shopper.
What I do is determine the customer's phone needs (camera, speakerphone, bluetooth, etc) then give them 2-3 phones that meet their requirements. Then I will say something like "Mr/Mrs Customer, I would recommend any of these 3 phones for your specific needs. They are available at X price on a 2yr contract. Which one would you like to get today?" In one sentence I have recommended a phone on a 2 yr contract and asked ...
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What I do is determine the customer's phone needs (camera, speakerphone, bluetooth, etc) then give them 2-3 phones that meet their requirements. Then I will say something like "Mr/Mrs Customer, I would recommend any of these 3 phones for your specific needs. They are available at X price on a 2yr contract. Which one would you like to get today?" In one sentence I have recommended a phone on a 2 yr contract and asked ...
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Hell yes i try to sell the phone, i tell my customers and the cheapest isn't always the greatest (why do you think it's cheap?) or the most expensive phone isn't always the best for you if your not ganna use it.
As far as the phones "blowing up" is concern, we don't have time to test every single phone in our store, nore is it our fault we sold it, its the brand's fault, but there is a thing called A WARRANTY!
When you wanna buy a phone you wanna ask questions other than "How much?" it should be "what can this phone do?" "how does it benefit me? "can it help my business?" "can it do this" "what's the return policy if im not satisfied?"
As far as the phones "blowing up" is concern, we don't have time to test every single phone in our store, nore is it our fault we sold it, its the brand's fault, but there is a thing called A WARRANTY!
When you wanna buy a phone you wanna ask questions other than "How much?" it should be "what can this phone do?" "how does it benefit me? "can it help my business?" "can it do this" "what's the return policy if im not satisfied?"
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I let them look around (while I'm with them), and after they get a good look, I try to narrow it down to 3. They usually eliminate 1 by themselves. Then I point them to one or the other and they leave happy. If, by chance they pick one that I know has had alot of problems with, I'll honestly tell them. It makes them more trusting when it comes to the plan and features.
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this is where you qualify the customer. sorry to say but the other folks in your store arent doing their jobs (fully).
if you know the phone is problematic steer them away from that device unless they want it that bad (lg cg300 👿 😡 ) the nokia 6102i has been great for us.
however when suggesting a customer a phone try to stay away from phrases like "we see no problems from this phone" or "this is our best phone or seller" anything that makes the customer believe this phone has no problems and is the best
if you know the phone is problematic steer them away from that device unless they want it that bad (lg cg300 👿 😡 ) the nokia 6102i has been great for us.
however when suggesting a customer a phone try to stay away from phrases like "we see no problems from this phone" or "this is our best phone or seller" anything that makes the customer believe this phone has no problems and is the best
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