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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, 18:19

57. InspectorGadget80 (unregistered)

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

posted on 11 Apr 2012, 18:51 2

58. codymws (Posts: 237; 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.

posted on 11 Apr 2012, 22:00

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,

posted on 11 Apr 2012, 22:56 1

66. TheRetroReplay (Posts: 254; 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.

posted on 11 Apr 2012, 23:29

67. Forsaken77 (Posts: 553; 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.

posted on 12 Apr 2012, 01:59

72. BattleBrat (Posts: 1476; Member since: 26 Oct 2011)

Iphone, simple? Yes. Full featured? ehhhh, not so much....

posted on 12 Apr 2012, 08:04

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.

posted on 12 Apr 2012, 02:04

73. roscuthiii (Posts: 2234; 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.

posted on 12 Apr 2012, 07:25 1

74. DonkeySauce (Posts: 194; 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.

posted on 12 Apr 2012, 07:35

76. lubba (Posts: 1313; 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.

posted on 12 Apr 2012, 07:26

75. lubba (Posts: 1313; Member since: 17 Jan 2011)

Just too many fanboys out there.

posted on 12 Apr 2012, 07:40

77. 7thspaceman (Posts: 1580; 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."

posted on 12 Apr 2012, 07:57

78. je2345 (Posts: 62; 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.

posted on 12 Apr 2012, 13:34

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. "

posted on 20 Apr 2012, 11:27

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 $$$$.

posted on 23 Apr 2012, 16:12

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

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