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Secret shoppers find AT&T stores recommend iPhone to those interested in Lumia 900

0. phoneArena posted on 11 Apr 2012, 13:29

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...

This is a discussion for a news. To read the whole news, click here

posted on 11 Apr 2012, 13:59

23. TROLL.IS.AHA (banned) (Posts: 58; Member since: 10 Apr 2012)

It look's like it! 3 thumbs up!

posted on 11 Apr 2012, 13:45 10

11. CharlieAtInfinity (Posts: 253; Member since: 10 Apr 2012)

LOL I bet AT&T guys are being paid by Apple to do this!!!

posted on 11 Apr 2012, 13:46 9

12. iDroidx650 (Posts: 81; Member since: 26 May 2010)

As an AT&T rep. One of the main reason we push iPhone is because of apple care+. That counts as an accessory sale. We are all about numbers. With the iPhone if we sell apple care, case and screen protector that over $150 in accessories. Our goal is at least $70 in accessories per upgrade/ new line etc. now I personally don't always push for the iPhone like my co workers. I just ask questions and based on the answers they give me I will do the best to recommend the phone for them. I just give the facts.

posted on 11 Apr 2012, 14:04 10

25. Whateverman (Posts: 3284; Member since: 17 May 2009)

Okay, I'm not trying to bash the sales reps here or anger any reading this post, but... Wouldn't eliminating commission and raising reps base pay help in situations like this? I think it would help if they didn't have to worry about the easy sale, or meeting upgrade or accessory goals. As a former Customer Service Rep, I was required to ask customers what is it they wanted or needed in a phone, along with a few other qualifying questions that would help me determin which phone or OS I should recommend. But when I go into a store I don't hear any of that because the agents have to worry more about meeting all these silly, unobtainable quotas. The sales rep don't have the time to learn about these new OSs and even less time to educate customers about them. So I'm not surprised that this is happening at all.

posted on 11 Apr 2012, 15:21 4

47. djg71087 (Posts: 70; Member since: 10 Oct 2010)

a lot of it actully does not have to do with it being an "easy sale," but more-or-less what has the least amout of churn (what phone that will not come back). furthermore, if they are a 1st time smartphone buyer than they shoud at least show "a" WP7 handset. it truley is a nice device.

posted on 12 Apr 2012, 14:18 1

90. DanMarino13 (Posts: 63; Member since: 22 Feb 2012)

and that right there is why Best Buy Mobile is perfect. Base pay is slightly more than minimum wage and they don't care what phone we sell because they grade our performance on attaching accessories and adding our Black Tie Protection which is slightly more than the the carrier insurance cost but with a 0$ deductible for any phone, even the iphone. The way we make our money is from wage, and then if the department as a whole hits the numbers they set for us. Which eliminates co worker issues because i don't care if he buys the phone from me or a coworker. It also helps because i will suggest a phone based on what the customer tells me.

posted on 12 Apr 2012, 16:08

92. urc2828 (Posts: 4; Member since: 12 Apr 2012)

Doesn't sound perfect to me. ATT reps make $13 an hour plus commission, which usually averages around a grand. I think I would much rather work at ATT.

posted on 12 Apr 2012, 16:10

93. urc2828 (Posts: 4; Member since: 12 Apr 2012)

It sounds great in theory, poor in execution. If you got paid the same no matter what you sold, would you try and add accessories to any sale? All reps would become Wal-Mart clerks. You think ATT gets a bad rap now for customer service, imagine if this happened.

posted on 13 Apr 2012, 16:21

99. georgiaboyz (Posts: 11; Member since: 10 Feb 2012)

For company that makes its' money based solely off of the salemanship of their employees, a non commissioned pay structure wouldn't work at all. If you make the same amount of money no matter if you sold and iPhone or an old Nokia brick where's the incentive to make the most of a sale which in turn makes the most for AT&T. Being paid commission forces you to to meet goals that have been set, which ultimately do nothing except make yourself and your employer more $$$$$

posted on 14 Apr 2012, 06:13 1

101. DanMarino13 (Posts: 63; Member since: 22 Feb 2012)

i just want to clarify that iphones literally make no money for BB. my most dreaded customers, are a) ones who can't speak english and come into buy effin Cricket phones. b) people who upgrade to an iphone and don't want any accessories or services. The way we are "commisioned" if that's how you want to call it, is the Best Buy Mobile department has goals set for us, as an entire group if we hit 100% on our main goal (profit) then we get an additional bonus in our check that is based on how many hours you worked that month. and the more you beat your profit goal by the higher amount of bonus you get.

posted on 14 Apr 2012, 06:17 1

102. DanMarino13 (Posts: 63; Member since: 22 Feb 2012)

it's very productive because you never want to be the one guy in the department who's numbers and metrics are low, because that brings the entire departments numbers down which you don't want to be the guy that makes it so you and your coworkers bonus is smaller. it also eliminates coworker issues because if i talk to a lady for 35 minutes today and she comes back tomorrow and doesn't buy from me, i don't care because i have already done my job and convinced her to come to Best Buy. I'm honestly not quite sure why people buy phones from carrier locations. do you guys have any benefits as to why i would buy a phone from a carrier store as opposed to Best Buy? gimmer your best shot.

posted on 14 Apr 2012, 23:08

103. W.P._Android_in_that_Order (Posts: 208; Member since: 15 Feb 2012)

I agree with @danmarino13 on this one. I used to work at a corperate Verizon store and the system is set up to make people hate each other and walk on eggshells. I now work at BestBuy and make just slightly less but now am able to get people into phones thay are best for them without being forced to be incredibly biased so that i try to reach some outrageous goal.

I say the same thing. If i were sending a family member in to get a phone, there is no possible way that i would send them to a corperate store.

posted on 11 Apr 2012, 14:07 7

30. networkdood (Posts: 6330; Member since: 31 Mar 2010)

Poor way to sell phones - you should sell according to a customer's needs, not your own.

posted on 11 Apr 2012, 14:17 2

34. iDroidx650 (Posts: 81; Member since: 26 May 2010)

Maybe you didn't read my comment. I ask qualifying question. What is most important for you to do on a smartphone? Do you download music or apps? Things like that

posted on 11 Apr 2012, 15:16 4

46. Whateverman (Posts: 3284; Member since: 17 May 2009)

I did read yor comment, that's why I replyed to it. You talking about what you do. I'm talking about what the customer experiences, and that is something I heard a lot of from customers and then experienced myself as just a customer for my former employer. It sounds like your doing a great job, but that's not the norm when people walk into a store. Reps learn from ME whenever I go in. Shouldn't it be the other way around?

posted on 11 Apr 2012, 14:18 5

35. shadowcell (Posts: 300; Member since: 28 Mar 2012)

More of the reason why my last two cell phone purchases have been online. Sales reps will never receive a dime in commission from me.

posted on 12 Apr 2012, 08:32

83. corps1089 (Posts: 492; Member since: 20 Jan 2010)

Yes! Arrogant MFers who think they know what you want better than you do. Their employer gives them direction which they ignore and instead use their own discretion. They should be fired in my opinion...

posted on 12 Apr 2012, 16:19 2

95. waltah (Posts: 9; Member since: 12 Apr 2012)

You're an idiot. Just sayin.

posted on 14 Apr 2012, 06:06 2

100. DanMarino13 (Posts: 63; Member since: 22 Feb 2012)

that's one thing we can agree on waltah. lol if corps1089 saw the uneducated idiots us sales associates have to put up with on a daily basis he would know why sometimes you just have to make a decision for a customer. Because in honesty, we are required to know our stuff, and most people that walk in my doors never do any homework or look up reviews or even think about anything before they come to us...

posted on 11 Apr 2012, 16:16 1

51. RamyRamz69 (Posts: 390; Member since: 12 Dec 2011)

Case and screen protector worth 150$? Thanks god I got an Xperia.

Oh also guess what, it came with what you mentioned above plus a car charger, Micro HDMI Cable and 2 smart tags for free.

posted on 11 Apr 2012, 21:49 2

63. iDroidx650 (Posts: 81; Member since: 26 May 2010)

you didn't include apple care+. $99 + $30 case plus $20 screen protector.

posted on 11 Apr 2012, 13:47 2

13. Tre-Nitty (Posts: 470; Member since: 16 Nov 2010)

Its the reps choice what they sell. If they dont want to push wp that's their right.

posted on 11 Apr 2012, 13:49 7

14. DigitalJedi_X2 (banned) (Posts: 346; Member since: 30 Jan 2012)

That's not actually true. The reps have to push whatever management tells them to push. That's part of the job.

posted on 11 Apr 2012, 13:55 7

19. troybuilt (Posts: 155; Member since: 16 Dec 2011)

That's right. Some in here think Apple is paying extra bucks to sell their phones. Seriously? Apple is a greedy company. What makes you think they pay extra per sale? I'm thinking it's apart of the AT&T contract with Apple. Every AT&T sales rep has to sell a certain number of iPhones a month or be put on a PIP (Performance Improvement Plan). If they don't hit their goals the next month, they're let go. End of story. Yes, I work for AT&T too.

posted on 11 Apr 2012, 14:33 3

40. thnkthru3 (Posts: 73; Member since: 25 Dec 2011)

Troy....Appreciate the facts...It's a sad state of affairs. I gave you a thumbs up.

posted on 11 Apr 2012, 17:00 1

54. troybuilt (Posts: 155; Member since: 16 Dec 2011)

Thanks my friend. I gave you one back. I believe in facts and not rumors, which is what some on here believe in.

posted on 11 Apr 2012, 14:47 5

43. iDroidx650 (Posts: 81; Member since: 26 May 2010)

Actually we are getting 75 reward points for each lumia we sell. That goes to a website were we can order gifts like clothing, fragrance and electronics. we did the same for the galaxy note.

posted on 11 Apr 2012, 17:03 1

55. troybuilt (Posts: 155; Member since: 16 Dec 2011)

Yes, that's the samething Samsung does with each phone you sell. You get some kind reward points and you can buy products on their site. Also, LG was doing something like that too. LG has gone down hill with the devolopment of devices and all we have is the Nitro and the new flip phone.

posted on 11 Apr 2012, 13:56

20. TROLL.IS.AHA (banned) (Posts: 58; Member since: 10 Apr 2012)

True may-be?

posted on 12 Apr 2012, 07:58 1

79. vvelez5 (Posts: 623; Member since: 29 Jan 2011)

The reps job is to find the right product for the customer. Through asking questions and talking with the customer. But if a customer comes in and asks for the Lumia 900 specifically why would I try to sell them something they don't want. When I picked up my phone the rep I had (I go to another store because its less comfortable for me) did not question why I wanted the Lumia 900. Because I went in and walked right up to him and said I wanted the Lumia. That's it nothing else, if he tried to suggest to me another phone I would of asked for another sales rep.

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