Secret shoppers find AT&T stores recommend iPhone to those interested in Lumia 900
0. phoneArena 11 Apr 2012, 13:29 posted on
While there is some confusion as to just how much money AT&T is sinking into its promotion of the Nokia Lumia 900, we do know for sure that AT&T said this launch with be their biggest ever, so if you walked into an AT&T store today and asked for a smartphone, one would assume the sales associate would recommend a Lumia 900...
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15. blackychan64 (Posts: 1; Member since: 11 Apr 2012)
its the reps choice. we've had the lumias weeks before they came out and they just dont match up with other devices out there. great hardware. very WEAK app store.
16. droiddomination (Posts: 203; Member since: 01 Dec 2011)
you cannot pay someone to show ethusiasm about a device that is half baked and is questionably quality. iphone, as much as i hate them and the company, runs as smooth as butter and just works. plus i think design is beautiful. but this is easy to accomplish when you have been putting out the same recipe since 2007 with minimal changes.
28. Penny (Posts: 991; Member since: 04 Feb 2011)
You're entitled to your opinion, but by saying that the iPhone "runs as smooth as butter and just works," are you implying that Windows Phone does not? If anything, this is the one thing that even non-WP7 fans would say WP7 is good at.
80. vvelez5 (Posts: 623; Member since: 29 Jan 2011)
You haven't played with Windows phone have you?
17. WakaFlakaD (Posts: 353; Member since: 30 Apr 2011)
Probably more comission out of a iPhone. For users that arent into phone/first-time smartphone buyers, iPhone has a status already, and they won't mind having one on hand
22. thenoodge (Posts: 32; Member since: 01 Sep 2011)
I doubt that i dont think anyone gets more commision off a IPhone
18. TROLL.IS.AHA (banned) (Posts: 58; Member since: 10 Apr 2012)
They don't like this phone?
It look's like it suck$?
21. DigitalJedi_X2 (banned) (Posts: 346; Member since: 30 Jan 2012)
I'm not too sure I believe this article. My brother and I personally went to almost every At&t store in Manhattan, and a few of the major ones in the outer boroughs. At every store we visited, they ALL recommended the Lumia 900 over anything else. With all the
24. hunted (Posts: 287; Member since: 21 Sep 2011)
Nokia, can you see why you haven't much sales now? :)
29. Doakie (Posts: 881; Member since: 06 May 2009)
They are putting all of their eggs into AT&T and only one into T-Mobile with no investment in Sprint or Verizon at all. Seems to me Nokia is bound to fail because AT&T sucks hard and Windows phone is pretty lame, I owned a HD7 for six months. I couldn't find a reason to keep it.
96. waltah (Posts: 9; Member since: 12 Apr 2012)
Yes, that's why many stores are sold out and Amazon has them as #1 and #2 for phone sales with contract. It must be because they aren't selling.
26. Bigbluetundra (Posts: 45; Member since: 03 Nov 2011)
The ATT store I checked had sold 7 Lumias since it launched, which was good according to them at their volume. The signage is all up about the Lumia too. It could be that the ones the shoppers talked to were just trying for the easier sale in their minds.
27. DigitalJedi_X2 (banned) (Posts: 346; Member since: 30 Jan 2012)
*Don't know what happened with that last post. The site seems to be on the fritz. Today. But as I was saying, with all of the money At&t as spent on marketing, promotion. and that huge launch in times square, and even going to the extent of buying out every employees current handset and replacing g it with Lumia 900s, I really don't think employees are pushing other handsets over the Lumia. Unless another handset is being specifically asked for anyway. And judging g from the two iFanboy sites that reported this, I really call shenanigans on this one. And it would be another iFanboy site like iPhonearena to help promote this nonsense too.
31. Roomaku (Posts: 278; Member since: 06 Feb 2012)
It's a matter of preference. I know so many people that just want an iPhone and I have even overheard Kids crying because there parents wouldn't get them the iPhone, when they are looking a perfectly good Android phone. For a lot of people it is about symbol, and knowing the brand. I mean I know everyone knows Nokia, but in the US most average younger consumers they know them as that company that makes those old phones, the ones they had 6 years ago, and that's a bad reputation. If I asked most people that live in my area if they wanted a Nokia Windows Phone they would looked confused and say "Windows Phone, I thought that was a computer thing" Dumb answer but it's likely the answer I would get. I for one want a the Lumia 610, I don't need a big screen and am tired of iPhone. However I see why people would like iPhones, it's easy to pick up on and it's made by one brand, there's no variation in product you get a decent device with a lot of app support, a good camera (iPhone 4, 4s) and it's popular, going to a college class you are likely to find most kids have one, even most teachers have them. So that is why I understand At&t employees are reluctant to push something that's just not as familiar.
33. Penny (Posts: 991; Member since: 04 Feb 2011)
Your last sentence hit the point exactly: it's about familiarity. Any sales rep in any industry will more successfully push what he/she is familiar with. An AT&T rep might push the iPhone because they have been dealing with the iPhone for a long time and know what to expect with the device, so they are comfortable with it.
It's like school: you hate the subject you are worst at, and love the class that you are acing.
38. Roomaku (Posts: 278; Member since: 06 Feb 2012)
Yeah It's got to be hard to sell something you know people don't know and it's a mess. Selling an iPhone has got to be breeze imagine Parents come in with teenage daughter (stereotypical I know). "There it is....That's what Kelly has! Parents know what it is, Dad probably has one or mom, and it's an instant sale. A couple of brightly colored bumpers later and there out of the store. It's a lot easier, i'd imagine then explaining a windows phone 7 and why that family should get it over the iPhone.
32. networkdood (Posts: 5645; Member since: 31 Mar 2010)
As a customer who shops for cars, phones, etc., I always go into a store knowing more than the sales associate, then I just play dumb and ask questions to see which one is actually knowledgeable - I actually found a couple in my town.
If someone is selling a product, the should ask pertinent questions. You sell to the need of the customer. If you sell to the needs of the sales associate or company, then you are doomed to fail.
36. cityeighteen (Posts: 40; Member since: 28 Mar 2012)
I remember talking with a Sprint Store employee before, and we agreed that we were sick and tired of people only considering the iPhone just because it's the iPhone, while not considering the other (sometimes superior, in my opinion) Android and Windows Phone options.
Didn't AT&T say they didn't want to just be known as the iPhone carrier? They need to sell this thing as if it were the next iPhone.
37. shadowcell (Posts: 300; Member since: 28 Mar 2012)
I'm really baffled by these responses from sales reps and even an assistant manager. Seems like they are trying to reel in commissions rather than help the clueless customer, poorly I might add. Makes me wish I went back into working sales to make a difference at least.
39. lamaboy (Posts: 6; Member since: 22 Mar 2012)
As much as I am anti-Apple, for a first time smartphone user, I would recommend iOS. Is simple as simple can be. I swear it's designed for children and non-tech-savvy people. Then, when you want a real smartphone, you get an android.
41. Luuthian (Posts: 186; Member since: 09 Sep 2011)
This has NOTHING to do with training. It has everything to do with preferences. iPhones and Androids sell. People know those brands and the iPhone is a well regarded device for many reasons. A rep would be harder pressed to sell a WP to the average customer, and really why should he fight that? The onus is on MS to bring their app store up to parity with the other brands, and their hardware in line with modern expectations.
You can train a person on how a phone works, but if the phone doesn't blow them away then you've already lost the battle.
60. So-Sayz-Eye (Posts: 27; Member since: 08 Nov 2011)
I have to disagree with you a little bit, its not that hard to sell the average person on anything, you just have to make the effort and make sure they are informed. Usually my coworkers come to me when its time to get new phones, I ask them what they want to spend, what they looking for and how they plan to use it. Based on that I make a recommendation. I dont like Apple, but I wont shy away from recommending it if that what I feel that person needs. I feel many of these sales rep just pressure you into getting a phone that they own or know how to operate because that where there knowledge lies. Information is key in sales, lets be honest how many of us would buy a product the sales person knows little to nothing about. We'll either find another rep who does or bypass that product all together.
44. remixfa (Posts: 13902; Member since: 19 Dec 2008)
Not a surprise.. most reps suck anyways. What's funny was the managers recommendation to start with iPhone then upgrade to Android.. when they were bored
81. vvelez5 (Posts: 623; Member since: 29 Jan 2011)
Overheard that when I was at the AT&T store I gave the weirdest WTF look when I heard a sales rep say that.
45. Veigald (Posts: 224; Member since: 13 Jan 2012)
Not at all surprising, but sad nonetheless. Sales reps should sell what is best for the customer. That might be the iPhone, a droid or a WP phone, but they shouldn't let their own bias play into that.
The reason for this is that a satisfied customer is more likely to return for further purchases, which increases the revenue per customer and reduces the cost of customer acquisition.
On the other hand, maybe it's too much to expect of young people with tech interest to be able to put their personal bias aside for the benefit of their employer?
48. ironmarc89 (Posts: 37; Member since: 22 Jan 2012)
It takes the fun away from having a windows phone when you look for apps and they arent available but are available on iOS and Android. I'd recommend both because the UI on both is buttery smooth and they are VERY easy to use. (My gf has the Radar with T-Mobile) I'd recommend the iPhone because of the overwhelming support for it in many everyday items
52. Roomaku (Posts: 278; Member since: 06 Feb 2012)
Hopefully they can fix that. Still looking for a Pandora app.
50. Penny (Posts: 991; Member since: 04 Feb 2011)
I definitely understand the attraction of recommending the iOS to first time smartphone users. It is easily recognizable, the rep is comfortable with it, it is easy enough for a first time user, and it has plenty of that thing the customer is always hearing about: "apps."
That being said, I just wanted to point out some things that I think can be used to make the case that WP7 is an even better option for first time smartphone owners than iOS. Initial basic setup entails: logging into Facebook, logging into your e-mail accounts (gmail, hotmail, other domains), and that's it. You never have to re-enter your passwords or log in again when you are downloading apps in the marketplace, as that is tied to your hotmail (Windows Live) ID. And so many functions are built right into the OS that the customer really does not even need to download any apps to make good use of the phone. Some of the functionality that's built in:
Great Search Integration: Music Search (like Shazaam), Visual Search (QR Codes, book/dvd covers, text scanning and translation), Local Scout
Good Voice Support: TellMe commands, search, voice to text, text to speech (reads out my text messages to me over Bluetooth when I'm in my car, pretty cool)
Great Social Media Integration: Pulls in contacts (optionally) from Facebook, LinkedIn, and any e-mail accounts I set up. Updates statuses and information for each contact from these social networks in the contact book. Also allows you to click on a contact and communicate via FB, LinkedIn, or wherever else you normally communicate with them. Allows you to chat with your friends on Facebook from within the default text messaging app. Allows you to post your pictures to any/all of your connected social networks from within the camera roll.
Live Tiles: Just glance to see if there is any new information, don't need to go into everything to see what's going on (true for apps, e-mail accounts, messaging app, Facebook activity, calendar, flight information, etc.)
Anyway, my point isn't that the other guys don't offer this functionality, just that the way it is implemented in WP7 makes WP7 the easiest to use when it comes to performing these activities, and I therefore would argue that WP7 is better for first time smartphone users than even iOS.
53. Republican (Posts: 99; Member since: 05 Apr 2012)
Mass firings are in order and long overdue. These low lives can all be replaced by minimum wage homeless people anyways.
57. InspectorGadget80 (Posts: 5670; Member since: 26 Mar 2011)
If i work @ AT&T would ask them what kind of phone you're looking for, and what do you use your phone with most. can' t just tell them reccomend a Windows phone show them all the phone you have
58. codymws (Posts: 236; Member since: 17 Jun 2010)
Haha, I went into my local Verizon store for an issue with an HTC Thunderbolt, and the guy says "yeah, my AT&T version of this phone doesn't take this long to start up". I'm guessing he was talking about the Inspire.
But anyways, it's weird that he'd say he doesn't have Verizon, but works at a Verizon store....
Just realized this has nothing to do with the article... oh well.
64. RandomlyPsychotic (Posts: 36; Member since: 29 Dec 2011)
i know sometimes more than these "Reps". AT&T should pay me to be a sales associate. One of the guys told me that the HTC Veer 4G was 4G LTE and had a dual core processor. In my head: NO,
66. TheRetroReplay (Posts: 239; Member since: 20 Mar 2012)
This is what exactly killed webOS, they did the same thing to Verizon (pre-iPhone) when people were interested in webOS the sales reps would try to sway them to Android or Blackberry.
67. Forsaken77 (Posts: 542; Member since: 09 Jun 2011)
As far as first time smartphone buyers go, the iPhone is the easiest, idiot-proof phone there is. That should count for something. People that aren't tech geeks need something simple but want full featured as well. I've never used a Windows Phone but I would think they're easy to use as well, but Apple has more behind their phone, like the enormous app store. If the person specifically asks for the Lumia, give it to them. But a non tech savvy customer should stay clear of Android phones. That assistant manager was correct.... if you're new to these phones, try the iPhone until you're comfortable, then move to Android. If you're good with tech than, by all means, show em the high end Androids right away.
72. BattleBrat (Posts: 891; Member since: 26 Oct 2011)
Iphone, simple? Yes. Full featured? ehhhh, not so much....
82. vvelez5 (Posts: 623; Member since: 29 Jan 2011)
Not necessarily true. My parents recently got into the smartphone game and I showed them all three major OS'. They ended going with Windows Phone because they liked the looks and the ease of operations. They loved the idea that they can put whatever they want on the home screen and the stuff they dont use in the menu. Not saying they didn't like the iphone but they werent blown away by its size and the cluster of apps. But again this comes down to taste and preferences.
73. roscuthiii (Posts: 1722; Member since: 18 Jul 2010)
I've had a similar experience from a sales rep, although this was at Verizon which I've relayed here before. And I'll do it again. When I was first eligible for my last upgrade some time back I went to a Verizon store to get a hands-on for what was available at the time. "Brandon" was dead set on selling me an iPhone and when I asked why I should choose the iPhone over the phone I'd been checking out, all he could tell me was, "Because it's the iPhone. It's hot."
No sale that day.
74. DonkeySauce (Posts: 138; Member since: 03 Dec 2011)
I was a sales manager in a store until recently moving. Our employees rarely recommended Windows devices. None of the employees liked using Windows, and the few customers that purchased them would bring them back because they were dissapointed in the lack of customization and apps. The very few people that actually came in asking for a Windows phone were usually younger teens that had misunderstood how the Xbox 360 Live account worked with they phone and they thought they could play all of their Xbox games on the phone. I wouldn't recommend it to people because for every phone returned or exchanged within the return policy, I lost points off of my composite score which could cause corrective action, so why take the chance? And it wasn't for lack of training.. Our company and Microsoft shoved all kinds of web courses down our throats, but that didn't change how our customers viewed the phones once they walked out the door.
76. lubba (Posts: 1310; Member since: 17 Jan 2011)
Doesn't make sense. Teens are able to purchase phones at your store? Anyway so these customers that came into your store flat out purchased phones without playing or testing? Your Story "story" doesn't make sense. one more thing, your teens are sure stupid.
77. 7thspaceman (Posts: 903; Member since: 14 Feb 2011)
I have an answer for this problem if you are a person interested in buying a Windows smartphone !=educate yourself go to smart phone websites and find out about the Windows phone 7 series Metro tile Operating system. study windows smart phone reviews at least on 4 different smart phone review web sites 2=After that skip AT and T
stores altogether and order it online. you may have to take it to an AT and T store for activation and set up a few things you may not understand but you wont have to listen to any BS from an AT and T store rep about buying an Android or an Iphone some times it's best to cut out store reps. now if you have a strong mind and want a Windows smart phone after you educate yourself about windows smartphones and want one tell the sales rep you want Windows smart phone and are not interested in an Iphone or Android smart if the rep continues to steer you to take you away from
buying a Windows smart phone say to the rep "why are you hard at hearing give me what I asked for a Windows smart phone I'm not here to waste time."
78. je2345 (Posts: 61; Member since: 05 May 2009)
Order takers sell the iphone. They dont know about the other products they offer so they just stick with the easiest phone to sell and go to the iphone. Come to my store and we talk people out of iphones UNLESS they specifically ask for it and it fits their needs. That's why as salespeople you are suppose to ask the customer qualifying questions to get them into the right device. I will sell anything to the customer with Verizon whether its our Windows 7 HTC Trophy, Palm Pre 2 (when it was available), Blackberry''s, iPhone and/or Android devices. I find that Android devices are much more popular here being that people want the latest and greatest such as a device on the 4GLTE network. As far as commission goes the iPhone is the crappiest phone of them all. I make more selling a LG Revere (flip phone) over an iphone with 2 accessories, but that doesn't mean I'm going to sell every customer a dumb phone over an iphone because I can make more. Please the customer off the bat and referrals will come your way increasing your sales and customer rapport.
87. nexumus (Posts: 19; Member since: 09 Apr 2012)
As someone who has worked the store and call center front, if a rep tells you to use a phone other than the big one the company is pushing, or tells you politely to go to another carrier, consider yourself lucky to have found such an honest rep.
Sometimes the features, pricing, packaging, and coverage can just be better handled by another carrier in your area.
Some customers just won't stop calling until their issue is resolved. Sometimes it's nice to have an associate say "look, the company isn't going to fix this or credit this, no matter how much you complain. "
105. CapedCrusaderRobin (Posts: 31; Member since: 19 Dec 2010)
according to store reps that i know they push the iphone because it has bigger payouts commission wise. plus the fact the att (as told me by the area reps) wants them pushing the iphone because its a data hungry so they can sell larger data plans to bring in that $$$$.
106. sam39 (Posts: 1; Member since: 23 Apr 2012)
we make away less on iphones which comes to pennies, but alot better on android and any other smartphones including windows, nokia is a windows based device and all windows has the highest returns, customer will never be happy and will leave a -ve feedback, and rep will loose the comm. on the next paystub.etc. but we make better on android as a 1st choice and reps really love it, all kind of free apps and easy to navigate, lmia 900 has already two calls on it, between updates and data would not work in the first week, i think this will be the last chance for nokia to strugle in the smartphone market , so they will do their best even if comes to loosing money. somecustomer walks in , we call -welldonesale-, who has been recommended by someone to buy an iphone, so , sale rep will be a big looser if try to direct the sale to a different direction, they r in love with that ...do not even try. iam making pennies, but itis a good and easy buy. goodbuy