Here's why T-Mobile, Verizon or AT&T reps don't really push the iPhone X

Here's why T-Mobile, Verizon or AT&T reps don't really push the iPhone X
If you think store reps are enjoying huge incentives to recommend this or other phone to you, that's obviously not the whole story, as a recent report by Chris Matyszczyk makes clear. Going around carrier stores, he couldn't find a single salesman pushing the iPhone X instead of other handsets, which was a bit unexpected given the price and eventual larger purchase commission that common sense would suggest. 

Reps, however, commented that the infamous spiffs (incentives) to sell one phone or another are overblown, and each carrier has its own strategy to spur sales with larger discounts which, however, usually go for a short list of underperforming in terms of customer interest handsets. Apple's phones are simply not one of those, plus there has been a backlog in iPhone X deliveries from the get-go, which is just now starting to clear up. Here's what one rep, who had worked at all four carriers, had to say on the matter of spiffs:


Those free phones that the salespeople might get after hitting the quota, however, are never iPhones. "If we do get them, they are rarely from T-Mobile. There may be an incentive to win a free phone from LG or Samsung if you sell x amount of said device," said one guy from Big Magenta. Thus, a stealth reason for not pushing Apple's phones like the X enough might be that Apple never goes into carrier stores to present their gear for reps, as it feels there is enough hype and demand anyway. 

Last but not least, it also comes down to the rep's individual feeling about the handset - if they deem the iPhone X not that much different from the 8 or 8 Plus to warrant the price difference, they will say so to people who are on the fence. In a nutshell, the salespeople said, they will try to sell you anything that will let them be done with you faster, and move on to the next person, as oftentimes the commission is the same whether they sell an X or a feature phone with a plan. As per one Verizon quota performer:


Duly noted, but reps also commented that they don't want to cause customers the headache of switching to another mobile operating system. They warn users who want to go from Android to iOS that they will miss the consistent way to go back which on iPhones is all over the place, for instance. The same goes for those who tell them they want the latest Galaxy and are coming from iOS, too, who will miss their iMessage contacts, and have no iTunes purchases to resurrect. "Phones are investments. Why sell a phone the customer is not used to? Why curse them for 1 or 2 years? If you came to my store, I would explain the differences and make you see what you are deciding," ended one Verizon salesman on a high note. We'd have to add that then you also don't have to explain a whole lot of stuff to the Android or iOS newlywed, while there is a line in the store.

source: CNET

Related phones

iPhone X
  • Display 5.8" 1125 x 2436 pixels
  • Camera 12 MP / 7 MP front
  • Processor Apple A11 Bionic, Hexa-core, 2390 MHz
  • Storage 256 GB
  • Battery 2716 mAh(21h 3G talk time)

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20 Comments

1. Master_Oogway

Posts: 104; Member since: Oct 06, 2016

Everyone wants money.... What has happened to the humanity..

2. NewroticSlob

Posts: 182; Member since: May 09, 2013

There was love all around, then someone invented money. :)

3. iushnt

Posts: 3086; Member since: Feb 06, 2013

There was never love all around. Wars and killings existed since the beginning

4. NewroticSlob

Posts: 182; Member since: May 09, 2013

You must've missed it when love was all around. The world was filled with unicorns, rainbows and butterfly kisses! :)

6. Peacetoall unregistered

seriously this

10. bambamboogy02

Posts: 837; Member since: Jun 23, 2012

Who ever they interviewed is full of it. I worked at verizon for close to a decade. They stopped phone spiffs and sell this many to get a free one a long time ago, at least 3+ years ago. The sales rep phone plans allows them to change their phones at least once if not upto 4 times a year.

15. lJesseCusterl

Posts: 96; Member since: Apr 27, 2015

And I never got a spiff as an AT&T rep for selling a certain phone. The only "sell this many and get one" promo I was offered was when the first Galaxy Note came out. If we sold 10 in the first 14 days of release, we got one.

5. Peacetoall unregistered

the more the technology advances the more value of humanity among the people will decrease. Thats the truth

13. deleon629

Posts: 451; Member since: Oct 04, 2014

Screw humanity. When you have people selling their organs for Apple branded products, I find it extremely hard to believe that there’s much else you can do to stop the temptation to exploit the demand.

20. sgtdisturbed47

Posts: 966; Member since: Feb 02, 2012

How exactly do you pay your bills? Unless you're living a subsistence lifestyle in the middle of nowhere, you need to have money in order to buy food, housing, transportation, etc. As for this article, there's something else that's missing and that's how little meat is left on the bone by the time the iPhone reaches the customer. Remember how Best Buy got ripped a new one for charging more for iPhones bought at retail price up-front? There's a reason for this, and a reason why most independent dealers have to charge more: iPhones are oftentimes sold below cost. Ask any independent dealer (most cellphone stores are privately-owned) and they'll tell you. iPhones don't make money for anyone besides Apple.

7. TheOracle1

Posts: 2215; Member since: May 04, 2015

I've found that most sales reps don't know what they're talking about in the first place. Then again most consumers don't know much about the phones they buy too.

17. Branson28

Posts: 55; Member since: Mar 26, 2014

I was surprised by this when I started working in the industry. Its almost like the higher in the company you go the less they know about the actual technology they're selling too lol. That's the state of these giant corporations right now tho, they don't care about what they sell or if it even works good for the customer. Just look at the apps and websites of most of these carriers they are terribly not optimized for businesses that have so much money. My local bank's app works about as good if not better than the MyAT&T app

8. Jjones3415

Posts: 4; Member since: Jun 28, 2016

That's rarely the case, I get to work with many of the us carriers and the incentives rarely sway reps from selling something other than what the customer asks for. Most of the reps see $1k phones down payment/taxes as a hurdle to sell accessories and that's essentially their concern

9. Jjones3415

Posts: 4; Member since: Jun 28, 2016

Not to the Oracle's comment but to the comments in the article

11. NarutoKage14

Posts: 1318; Member since: Aug 31, 2016

Sales people are there to sell you stuff and possibly help you with minor problems but not too be your tech tutors.

12. MetroPCSGuy

Posts: 3; Member since: Aug 04, 2017

I work at a MetroPCS store and if a person buys a $29 Android phone compared to the $799 Iphone 8 Plus, we make the same compensation and commission. Stores would rather sell the $29 Android phone so it can break due to its bad quality so customers can come in within a few months to purchase another and make another commission. As with an Iphone most customers do not come back to make another purchase for another two or three years. Since they only spent a small amount of money they do not mind coming back and purchasing several phones within a year. I see this happen all the time. Also, there are spiffs still available via contests. For the month of December, LG has four prizes for store reps that sell the most amount of LG Phones. From Free Phones, to gift cards and LG Tone headsets. Its also true we do not want customers switching from Android to IOS or from IOS to Android as we are usually busy with customers. Answering all questions is impossible.

16. Branson28

Posts: 55; Member since: Mar 26, 2014

metropcs must work a lot different than the larger carriers then. I work at AT&T and we only make commission on phones when they're sold on a Next plan. If someone came in and bought a $29 Android phone over and over it wouldn't make me anything except annoyed lol. Even if I did have incentive to sell one phone over another I wouldn't, its not worth the customer being frustrated with the phone I sell them and 9 times out of 10 they'll just end up exchanging the phone if its not what they wanted anyway.

14. camper96

Posts: 2; Member since: Dec 11, 2017

Oh no hope it go like Big Pharma. Pocket fillers to promote their product to the point we can't afford them. That is in the price to us I'm sure the give aways. They are going to get to a point they out price themselves and people use them forever without updating. If they keep the price as low as possible they will sell a whole lot more anyway just for the technology. Don't need to make us have to eat free phones in our prices.

18. 420BenchPress

Posts: 7; Member since: Nov 14, 2017

I love it when customers think I know all of their passwords.

19. Nine1Sickness

Posts: 896; Member since: Jan 30, 2011

Why push to sell something you don’t have in stock?

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