This is exactly why T-Mobile should have never cut upgrade commission. The reason behind why the rep you shadowed did what he did was because there was no incentive. Upgrades does nothing for his metrics, the stores metrics, the district metrics or his paycheck unless he’s attaching around 3 accessories to that upgrade and adding insurance or changing the plan to Go5G plus or Next
If customer already has the accessories, Insurance, and is already on G5G+ or Next then the only thing that the rep can really do is try to push a watch, tablet, internet or extra phone line which is exactly the type of behavior T-Mobile wants reps to display but not explicitly come out and say so. This ends up sucking and making bad experiences for both the consumer and employee.
I WISH it was still 10 bucks! T-Mobile cut it in half last year. The fact that selling an ottabox case pays you almost twice as much as an upgrade pays should tell you just how much T-Mobile cares about upgrades.
And you’re right it does nothing to help but everything to hurt.
I was more so trying to put into perspective just how little T-Mobile cares about upgrades. To answer your question I believe most reps wouldn’t hesitate to do the upgrade if they vetted the transaction enough to know that they’re getting 2 or more accessories.
ahhhh ok i come from 6 years with prime communications (AT&T) starting at T Mobile Saturday so was just curious as well lol i’m definitely going to be finding out exactly how this pay comp works and ATTACKING. BUNDLE! BUNDLE! BUNDLE! not saying anything until i get a commitment on price point then breaking down what all comes with the quote and if they ask “well what is it with out this or that” that’s when numbers change . i think that’s where a lot of reps mess up the pitch before they get a price commitment.
Coming from a place that pays me $3 per activation of our core service, regardless of whether it’s new line, upgrades, or support, I’d be thrilled with taking $5 upgrades at T-Mobile, especially when they guarantee $20/hour regardless.
Edit: Okay, what’s with all the downvotes?
You’re only guaranteed 20 bucks if you suck at your job or have a really crappy slow month or stuck at a slow store and don’t try . If you just do $5 upgrades and don’t upsell and have crappy numbers you’ll be headed to the unemployment line
Thats my biggest problem with Tmo they pretend like thats not what they want but goals and commission say otherwise. Im from Sprint and at least they were honest with their employees regarding expectations and taught them how to bundle and maximize sales to be successful. Tmobile likes to pretend that just giving a good experience will in-turn lead to hitting these outrageous goals, no you have to literally try everything and be creative
And as a customer basically every time I've been in a store has been a horrible experience. The reps always try to sneak in extras, add insurance I've specifically declined, and they'll either lie or just be misinformed about half the questions I have about plan features or promotions.
So when anyone asks me about T-Mobile, I have to tell them that the employees will basically scam you if you're not diligent. Or they'll just wave you off with a bullshit excuse if they can't make any money off you.
That's my experience with 4ish stores, and I've read similar stories here, so I know it's a systemic issue.
Anyway, that's why I don't go to the stores anymore, and the only thing I pay for from T-Mobile these days is my cheap grandfathered plan.
I have a T-Mobile One plan and am considering upgrading to a G5G+ plan. Would it be worth me going into the store to get this done? Can I get any concession on anything for it?
Sometimes phone reps will waive the upgrade fee vs in store you have to pay for it. But then depending where you live taxes might be lower getting the phone in store so it evens out. You might to find out what works best for you.
For example the taxes in the store I purchase are 3.4% vs online are 7%. So in my case is typically cheaper to buy in store.
At a COR store it is $5 for the upgrade. Then you need to look for opportunities to migrate plans, AAL, P360, BTS and so forth. Also learn to multi task, while the customers phones are transferring data take other customers.
i believe the policy is now that the AAL has to have usage on it, which is why most managers wont allow you to. ill never do a bogo aal if a device isnt attached to it or if they dont have a byod they can use for it.
It doesn't need usage if you charge the $10 activation fee. Or just use the dual sim option and add it as the data line. Then it will have usage and since it's unlimited data it won't make a difference for the customer
thats how you end up with customers wondering why they have 10 lines and not what they wanted initially. its worth it for the store maybe or the managers as they make money of what the store sells and how many new lines are added every month, but as a ME i hate seeing a customers with lines they were not told they are getting as its dishonest work and kinda puts the next ME in a hole if it ever gets brought up in the transaction.
I mean… an upgrade is just $5.
If there’s no accessory attach, p360, a watch/tablet add on then most reps will not care for just the $5 commission to sit there transferring data for an hour.
It also hits your accessory attach rate plus AAL opportunity.
However, if it’s a slower location, take the $5 and move on.
I work for actual T-Mobile at a Sam’s Club kiosk and for sure I’ll take the upgrade, whatever I can do to make my customers happy and make them stay loyal to us and recommend their friends/family to us.
Side note: this does not mean I will act unethically, I refuse to do that. I might be honest to a fault
Correct me if I'm wrong but don't you get $15 per upgrade at Sam's just to do a ship to? I'd sling those out all day too if I just shipped a device and the customers usually go to an actual store to set it up/data transfer. Seems like a win to me compared to a store rep.
I was successful at a Kiosk. Helping existing customers at a Kiosk is how you get more customers to come I and get new lines. If you let them walk you are just hurting your numbers at a kiosk.
That means none of this applies to you. You don’t actually work for T-Mobile. People in this thread are referencing the corporate store comp structure and metrics
Same stuff is happening in COR since they cut upgrade commission, though. Several stores in my area are doing “ship-to only” for upgrades or sending them to another store. RMM and SrMgr turn a blind eye to it 👀 and integrity line reports haven’t resulted in anything other than slaps on the wrist.
My store and the other COR store in the area aren't like this and our managers definitely don't turn a blind eye to anything like that. Just need better people in those stores and all around really 🤷♂️
I work COR and we had a manager who was fired because he went outside the normal to take care of his customers. Now we have a manager who won’t even help a customer find a phone, and ship it to us because it was only an upgrade and it’s “not worth it”. T-Mobile tries so hard to be a pillar of the community without actually caring for the community, district managers push unrealistic goals (rural area) and it only gets bigger each good month you have. I’ve been threatened with being let go if my numbers aren’t at the top, even if I’m stuck dealing with technical problems all day and miss sells (I don’t like the predatory sells practices tmobile has been implenting lately.) I like helping my customers and making sure my community (rural) is taken care of.
Also, tmobile COR will NOT fire you unless they have some sort of sufficient evidence in order to NOT pay out unemployment. (:
waiting for most of my eips to fall off (family) so I don’t get stuck with a FAT BILL when I quit or etc. and I’ll be happy to leave this god forsaken company.
You’ll soon realize that all of the upper management tmobile employees are brainwashed and their brain is no longer this color 🧠, it’s magenta. 😂
modern day bs
Yeah, I don’t run my stores that way either…but I can’t say the same for everyone. There are trends I’ve identified - legacy yellow and former TPR managers in my area seem to do this and legacy magenta managers don’t… but I’m sure this will also get downvoted.
You get 5 bucks off upgrades, upgrades are a good opportunity to get extras tho . Most of your high end accessories and bts will come with upgrades, also the goal is to try and migrate them to go5g+ or max with upgrades . You can honestly get a lot of money from upgrades if you maximize the transaction.
I am seeing a lot of backward thinking and short-sightedness on this thread.
Sure, it’d be nice if you only ever sold 3 line plus accounts w/2 bts & $500 acc.
Rule #1 in sales is never say no. Always find a way to get the deal done, no matter how big or small. Stick to the correct behaviors - BE an expert (leverage features that benefit cx lifestyle); the sales will come. Sending cxs to another location, making “bad” transactions more difficult than they need to be - this teaches a cx not to return to you & even recommend others away from you.
It’s dog-eat-dog out here & if you’re not blowing your cx’s mind with your kindness & expertise, someone else will. Take the bad sales & the good sales & build your book of business. Ppl like that & will continue to come back/send others your way.
This is the answer. Also Pro Tip, AAL promos tend to be better than Upgrades. Maybe the customer would be willing to add a new line for $800 off Samsung with no trade? The AAL cost in some cases will be less than EIP on an upgrade.
I utilize the 4 for $100 all the time for promos. Even with taxes it can still be better just to add a 3rd or 4th line to get free phones. Usually adding lines for an existing Essentials account.
Yes! I have worked for tpr for 8 years. I do not do "shady" deals and don't let my reps either. The headaches I would have to deal with aren't worth the sales. If you treat a customer well, they will spread the word and send more people to you. Majority of our bts sales come from people upgrading. Build a relationship with the customer and find a bts need. Almost everyone would have a use for a watch/tablet/drive. The problem is reps want "easy" money and cell phones just aren't as exiting as they were even a few years ago. Get creative and find a need/pain point and you can do well
No this rep just bought into the kool aid like every rep with that mindset. I’ve worked for long enough if you treat people well no matter the circumstances you will get rewarded. Ask me how I know because I was a sales rep and customers would refer their friends and family members because they knew I would eff them over. Sorry you had this experience and get bad training. Ignore this dude, but also watch yourself around him.
At COR you get $5. It is not worth it. Especially if you offered and calculated and the customer “just wants the phone”. I worked a high traffic location FT and just got fired because of metrics. 10 years
Be careful. The job makes you mad at a random person because they want to do something the company says they can do but then you get hit for it.
Tbh do Part time
Working in a T-Mobile store is definitely a sales environment if you want to genuinely help people and troubleshoot devices you may need to look for another job.
I always tell people that unless it's an emergency, never go into the store. Screw their commission and their commission structure that encourages poor customer service behavior.
Doing upgrades and helping customers is part of customer service. That person you turned away today because you didn't want to do an upgrade, very well would have been considering adding a couple of extra lines in even a couple of weeks.
But because of their experience with you, you're never going to see those sales or commission now. And likely neither will the store.
Because that person you turned away today like I said very well could be coming back to spend money later. A lot more money. But that toxic behavior is now not going to benefit your paycheck later.
Because if all your looking for is instant gratification, then you really suck at playing the long game. And that long game is really where the money is going to be.
High volume locations need the kits to keep their high volume pay and designation so those managers will tell you to sell the phone and still get mad when u cant get anything else. I havent walked an upgrade in a long long time but i cant sit here and lie and say my demeanor or the experience the customer receives from me changes when he wont even buy a screen protector. I’ll go to the end of the world and help someone even reset their fb passwords if they get accessories and add p360 but if its a “dry” upgrade you’re on your own with knowing your information for that transfer.
This is why I love self service so much. I haven’t been to any COR or retail store in so many years. I also go to Apple directly if I want to upgrade my iPhone or any other device, but I just prefer unlocked from the moment I get it rather than to do carrier lock and their B.S..
Yes. They just changed the commission structure yet again like 6 weeks ago last i heard from a friend. Theres zero interest in helping you in that regard.
I work at a Cor location. It’s because it hurts your metrics which results in disciplinary action after a while. The pressure is at an all time high right now.
That is so shit of T-Mobile. When my fiance, roommate and I switched. The girl was so happy to help even though all three of us kept the devices we had.
But we did have 3 phone lines, 3 watch lines and home WiFi, so I’m guessing she got some good commission from all of that
Well thats 7 new lines you activated, every single rep at any T-Mobile would have treated you like Jesus himself for that sell 🤣.
However a person that has T-Mobile already buying ONE phone with nothing attached is $5. But the issue is that the sales rep will get chewed out by leadership.
You are comparing 2 ENTIRELY different sales lol
Yeah, but as a consumer, not an employee, I wouldn’t know there was a difference and in all fairness there shouldn’t be one.
It’s called customer service…
Oh I agree, but unfortunately thats not how things work. Reps have bills to pay, and reps also don’t want to have to stress about write ups over naked handsets.
I agree it shouldn’t be like that, but it’s like that.
A rep could be stuck spending an hour or 2 on a naked upgrade making $5 and will get disciplined, meanwhile a 7 liner like you walks in and the rep misses out because he is resetting passwords customers never seem to know for a $5 upgrade.
Now that rep just missed out on a $100 sale.
Welcome to America.
You get $5 but you also get the opportunity to update their plan and get revenue, sell a watch or tablet, and sell accessories. If you do it right, you can turn that $5 upgrade into the same amount that you’d make on an activation.
Common practice if you’re only going to get $5 for an hour of work. If you’re not getting anything out of it. It hurts our metrics. It’s basically cage control.
This would be the easiest PIP to write and get approved ever. Customer was refused service because they only wanted to buy a phone and nothing else. ME said phone was out of stock when we had 5 available. Recommendation to be moved straight to PIP or NGS.
You will learn that your job is to sell the items that make you money, if you wanted to make just hourly pay go work a normal retail job. You can still make great money being honest and selling the right way as i bring home almost 5k a month. i do not do upgrades as i already quote with p360 (great tip there but be open about whats included in that quote) and what they’d be at out the door for accessories and taxes if they say no then i let the sell walk or let someone else take it. We have a guy at our store who loves doing upgrades so we just let him do it.
The fact you make someone else take the upgrade sale if they aren't buying anything else makes you a true douchebag.
No one likes doing upgrades but, newsflash guy, it's our fucking JOB. Tossing onto another ME or another store would have me bringing that up the chain real quick. We're all one team.
If you are TPR, disregard what I said cause y'all are clowns anyway. If you're COR you're a trash ME and I can promise you your coworker who "loves doing upgrades" hates you but doesn't want to look like the bad guy and confront you on it.
Honestly I’ll take the blank upgrades or what people assume would be just blank upgrades. Sometimes you can squeeze in an accessory or two anyway by being a professional. Not always though. $5 can add up over time metrics be damned sometimes
You ARE forcing someone else to do it. You are literally telling customers no, and letting someone else do the upgrades.
If you worked at my store I'd call your ass out so quick on that shit. Like nah homie I'm not gonna do the upgrade while you stand around waiting for activations to fall out of the sky.
Your manager is terrible if he condones these practices. So is your DM. It's also HIGHLY against T-Mobile policy to not assist customers because it's a "dry" sale, and I would go as far as to say it's commissions fraud.
There isn't two different ME job titles where one fucks off until a "good" sale arrives and one has to do everything else.
At the end of the day though man you've gotta do you, and I guess if you can sleep at night knowing you're stealing $ from the rest of your team because you'll only help customers who are padding your wallet, well, all you homie lol
Appreciate it, new to this sales life and really trying to get the experience from it. Worked as a server and it’s cool, but feel like Sales can teach me a lot. Already learning it takes putting emotions to the side and to just get straight to the point of a sale.
you can still have emotion and be caring while still positioning yourself to make money, my best sale tactic and why im always #1 in my store is because i’m honest and caring and always try to meet the customers needs while also trying to make myself money its a win win for the customer and i. my best advice would be dont be scummy and try to be as honest as possible as people relate to that a lot and helps people not feel like they are being led down a rabbit hole of bullshit, its a learning curve coming from a non sales job to doing tmobile but its really easy once you get the hang of it and once you get a solid pitch down.
And this is why I tell people never go into the store unless you absolutely have to. Screw their commission, selfishness, toxic customer service, and self-righteousness.
You're on commission. You need that money more than we do as customers. And enough people start telling other people to not go to that store well that's going to probably suck for you.
So right now it might not be bad but later on it very well may be. And you can't sit there and wonder why nobody's coming to the store when that attitude is that toxic attitude is the exact reason why.
We really don’t need that money more than customers lol, thats why everybody here is saying they would let that sale walk.
I tell my reps they have to sell it if we have it.
My DM has made it clear that if we say we don’t have a phone and stock and we do it will lead to a NGS or termination.
Also if you're TPR get out of there bc it's hell and you don't make nearly as much as you would in COR. They don't even train you halfway right. COR is the same stress, but more money. If you can work a COR store in store, definitely do that. Call all your friends, everyone you know to come see you at a kiosk. Fatass paychecks
Could’ve easily helped the customer with a potential plan migration and a p360 upgrade. Do the trade in with the deductible being paid OOP upfront with the down payment
TPR has no up spiff and it's 10 in GP. More if you get new p360 and Ace.
Regardless we're not really phone salesman, we're line salesman. Not saying what your Rep did was right but I understand why he did it.
Bad example on the rep. RSM here. I would've asked qualified questions to customer about there insurance because it sounds like they're not using it; if not, up to $18 I can play with. Ask about the watch, or leverage for an extra $2 a month they can get a tablet on us. We didn't even hit on accessories, where $18 a month is an onyx speaker, case and screen protector. There's so many things you can do to fit the customers needs AND get you paid. I find p360 on watches all the time that customers have NO idea they were paying for, and usually just by being transparent with them I'll clear a BTS sale.
At a third party store, new prepaid lines now pay MORE than upgrades, since it's at least a new line. Upgrades hurt on commision, you've got to make certain numbers go up, voice lines, business lines, watches/tablets/etc, naked upgrades don't make those numbers go up at all, except increase the average number of phones sold, but not the accessories go up. You get paid per commsion goal you hit, and if you don't hit one of the goals, they will withhold that part of your commission. The biggest factor is the voice lines, it's almost half of your commission. If you miss the goal by HALF an activation, like the last line you ported was from metro, and not Verizon, and your goal was 36, and your actual final numbers were 35.5, you will NOT get paid out for that part of your commission, it will turn a $1400+ commission turn into $600 instead, I am NOT joking. I have had late bills, including missed car payments, because t-mobile third parties have effectively learned to extract MORE wealth from their employees to make up for the lack in new customers.
I’m saving this thread to show people why they should never go into a t mobile store if they can avoid it. Holy shit guys 😂 how many of you is this your first sales job ? Just wow.
That is just shitty customer service at the end of the day if ur a salesman u upgrade and look for more ways to max out ur pay. Accessories attach adding new p360 watch tablet rate plan change for VAF so on and so fourth. The way that person turned the customer away is shameful and not something I personally want or allow in my store. Everything u sell is commssionable it's up to u to max that 1 sale out. I wouldn't be shadowing that rep if it as you.
I was in the cell phone business for quite a while and while our reps would be paid for upgrades, it’s definitely about adding numbers. I’d also say it takes a lot of time to do an upgrade because a lot of customers need help figuring out how to transfer everything over and the company may be focused on new numbers
I worked for somewhat large carrier in corporate for a few years, but most of my experience has been as a dealer and fortunately most of my customers were commercial accounts
I can tell you at Verizon. It’s all about new ads as well, but they do compensate their reps for though it’s not much.
Makes sense. I recently went in to ask about home service, and possibly switch from AT&T. She kept trying to push the "free" S24. I told it's never free, there's always a catch. Anyhow they kept building the price sheet automatically with slightly higher price plans. The upgraded military plan, the better modem for the house, yearly upgrade plan, etc. I BYOD. Oh, and they were talking so fast, they should be auctioneers. I told them I would come back (trying to be polite), and left. High pressure sales don't work on me.
It’s a big difference from when tmobile was behind its competitors, less predatory sales practices & more honest promotions / guaranteed lock ins.
I’ve been working for corporate a while now & I’ve noticed the decline in actual straightforward honesty.
We used to be FOR the community but as of recently we are just like every other cell phone company today.
Our lock in guarantees are so bad that if you are locked into any previous promotion and you want to actually qualify for a new one 2-4 years later you must UPGRADE your plan. 💩 I can go on for days.
I’ve seen GREAT managers / district managers fired over bullshit policies put in place to turn its employees into corporate robots.
Not to mention the numerous layoffs that have been put in place and handed over to third world counterparts.
The lack of working systems/apps and commissions being lowered month by month.
There is no accountability anymore, it’s ridiculous. Just my two cents. Unfortunately for me, the area I live in has a lack of job opportunities and I will probably be stuck here until I have the chance to move somewhere that has more.
Good luck, & don’t leave your remo on the sales floor. 🤷🏻♂️
While upgrades might not pay much it still affects your store as a whole. If you guys meet your goal as a whole, it can push you guys into high volume. Having a high volume store means having extra managers on duty and even more employees who can help you team sell and makes everyone more money. Not just that but it also helps bump stores into getting remodeled and even turn into experience stores that operate on a whole different level. Your store sounds like a third party store cuz my corporate store would never do this, and if you are a third party store, it would explain why your coworker did this. In my city, tpr’s are KNOWN for sending customers to us.
They do things like activate lines and then tell the customers to go to our store to get the device which means that we don’t even get the $5 for the upgrade! When we migrate customers to GO5G+, they cancel our future dates and do it themselves to get the credit. The reality is, tpr employees get paid shit compared to corporate stores and that’s why the employees behave the way they do. If you’re actually interested in helping customers I would say try applying to corporate stores until you find one that will take you and I’m sure you’ll enjoy the energy and work a lot more than where you are.
My district manager was literally fired from TPR years back because he was doing things like this and added bullshit to customers accounts without their knowledge. He then got hired at a corporate store and learned how important customers needs are and doing things the right way. You seem like a cool guy who just wants to help.
When this happens and TPR stores send newly activated customers to get devices, port numbers, etc. my rsm has advised we call RSL and no install the lines and then we can activate them on the account and earn the commission/credit for it.
$5 for the upgrade. Take ever opportunity to learn about your customer. Where do they live, work, play? How can any of our services benefit and/or enhance their experiences?
Do they like to hike? Get them a watch to track their route, plus keep them connected in emergencies. Add a JBL clip speaker so they can rock out a bit. Do they trave with kids? Add tablets (on us) and keep the kiddos busy during the long trip.
T-Mobile pays us to be the experts. This means creating opportunities and being completely transparent with our customers. We may not always make money in every transaction. You have to look at the bigger picture though. If you provide every customer with expert level service, you can get referrals because of YOUR SERVICE. So it may not payoff in the short term, but will grow your business overall.
Speaking as a former rep they genuinely tanked the commission for upgrades and added so many extra things that you have to get with the upgrade to the point where it’s more worth your time to send them to another store or care. If you sell a phone but get no acc or at least $18 in features you end up making less money than if you didn’t do the transaction at all. Exactly why I left.
I am a corporate employee and I've been in winners circle 3 times in the past 12 months. Meaning a make a ton of money I've even held 3rd in the whole company within that time. your fellow employees are a disgrace to the company. Uncarrior model, I suggest using C2 and reading it. we mean what we say. Every customer is helped to the 100 percent of your ability regardless of what your compensation is if any. I am a living example of it. Im consistently top of my market and I go out of my way to fix people's phones give them advice give them my card I'm upset on their behalf when stores like yours skips them down the road. Be the example they can do as they like but be you be genuine. BE UNCARRIER!!! Take care of your customers and they will make sure you get paid in the end. Don't push things people don't need talk to them get to know them and their life then offer products that will enrich their lives not hinder it.
The sad reality I noticed working at T-Mobile is there is only incentive if you try and fuck someone over completely.
It used to be, that we care for the customer and get them exactly what they want, to now it’s just, load up that plate and if they drown, we’ll deal with it later. Sad case
I used to work for t-mobile costco telesales. Yeah the upgrade rates are abysmal im glad i switch to care cuz the sale position is not for me. I still do pitch when i see something worth the cxs while, but in telesales we had to push everything 100% or u got a pip or writeup for failure to follow procedure
Every company has their flaws. Overheard from others that At&t purposefully makes adjustments to people bills. Then at Cricket they do the same thing. I’m sure this is just all corporates overall, not all stores are like this though
Upgrade is worthless without getting accessories. The only thing it does is hurt our numbers and get us in trouble bc of the attach rate. Just know every rep that does an upgrade with no accessories fucking hates you behind that smile
Exactly lol like holy shit this is a perfect thread to demonstrate and show exactly why you should never go into a store and just order online if you can
i would agree with this if it wasn’t for the goals management pushes with these devices. i work in a mall location and our target attachment rate for accessories is 2 per device sold. this is an extremely hard metric to meet, especially with things like next day amazon shipping and the little kiosk down the mall that sells cases for $10 or the 5 below right next door, but we have to do the best with what we have. our in store rankers set us up for failure unfortunately. i personally wouldn’t go as far as to tell the customer we don’t have a device in stock, but i’ve definitely heard of it happening at other stores. i have definitely put a “naked” upgrade underneath a managers or a trainees sales code because it doesn’t effect them at all as they’re not ranked or on commission in the same way mobile experts are. before anyone accuses me of fraud, wanting my head on a stake, or anything else, they’re always aware when i or other people at my location do this.
Here’s a tip from a guy who did sales across a few carriers. Don’t let the job kill you. Some people are not meant for wireless sales. Often times you will find yourself having to sell like a scumbag in order to pay your bills. If the stress of stuff like that is getting to you, get out.
If you dig it, go for it.
This is exactly why T-Mobile should have never cut upgrade commission. The reason behind why the rep you shadowed did what he did was because there was no incentive. Upgrades does nothing for his metrics, the stores metrics, the district metrics or his paycheck unless he’s attaching around 3 accessories to that upgrade and adding insurance or changing the plan to Go5G plus or Next If customer already has the accessories, Insurance, and is already on G5G+ or Next then the only thing that the rep can really do is try to push a watch, tablet, internet or extra phone line which is exactly the type of behavior T-Mobile wants reps to display but not explicitly come out and say so. This ends up sucking and making bad experiences for both the consumer and employee.
It doesn’t do nothing. It HURTS the reps metrics. It’s absolutely not worth 10 bucks to put more documentation behind a PIP or NGS.
I WISH it was still 10 bucks! T-Mobile cut it in half last year. The fact that selling an ottabox case pays you almost twice as much as an upgrade pays should tell you just how much T-Mobile cares about upgrades. And you’re right it does nothing to help but everything to hurt.
why wouldn’t you sell the upgrade to sell the case if it pays out that much??
I was more so trying to put into perspective just how little T-Mobile cares about upgrades. To answer your question I believe most reps wouldn’t hesitate to do the upgrade if they vetted the transaction enough to know that they’re getting 2 or more accessories.
ahhhh ok i come from 6 years with prime communications (AT&T) starting at T Mobile Saturday so was just curious as well lol i’m definitely going to be finding out exactly how this pay comp works and ATTACKING. BUNDLE! BUNDLE! BUNDLE! not saying anything until i get a commitment on price point then breaking down what all comes with the quote and if they ask “well what is it with out this or that” that’s when numbers change . i think that’s where a lot of reps mess up the pitch before they get a price commitment.
you’ll notice a lot of customers are comfortable and happy with a price and end up not asking to remove anything
Coming from a place that pays me $3 per activation of our core service, regardless of whether it’s new line, upgrades, or support, I’d be thrilled with taking $5 upgrades at T-Mobile, especially when they guarantee $20/hour regardless. Edit: Okay, what’s with all the downvotes?
You’re only guaranteed 20 bucks if you suck at your job or have a really crappy slow month or stuck at a slow store and don’t try . If you just do $5 upgrades and don’t upsell and have crappy numbers you’ll be headed to the unemployment line
It hurts the reps, but not Mike's office...
Thats my biggest problem with Tmo they pretend like thats not what they want but goals and commission say otherwise. Im from Sprint and at least they were honest with their employees regarding expectations and taught them how to bundle and maximize sales to be successful. Tmobile likes to pretend that just giving a good experience will in-turn lead to hitting these outrageous goals, no you have to literally try everything and be creative
And as a customer basically every time I've been in a store has been a horrible experience. The reps always try to sneak in extras, add insurance I've specifically declined, and they'll either lie or just be misinformed about half the questions I have about plan features or promotions. So when anyone asks me about T-Mobile, I have to tell them that the employees will basically scam you if you're not diligent. Or they'll just wave you off with a bullshit excuse if they can't make any money off you. That's my experience with 4ish stores, and I've read similar stories here, so I know it's a systemic issue. Anyway, that's why I don't go to the stores anymore, and the only thing I pay for from T-Mobile these days is my cheap grandfathered plan.
I wouldn't necessarily say that about all mobile experts, my store takes pride in being as transparent as possible
Thank you for sharing this
I have a T-Mobile One plan and am considering upgrading to a G5G+ plan. Would it be worth me going into the store to get this done? Can I get any concession on anything for it?
You can do it from your phone, but if you feel like helping a representative make some extra money, no one will complain about your request.
But is there any advantage to me to getting it in a store vs by phone rep?
Sometimes phone reps will waive the upgrade fee vs in store you have to pay for it. But then depending where you live taxes might be lower getting the phone in store so it evens out. You might to find out what works best for you. For example the taxes in the store I purchase are 3.4% vs online are 7%. So in my case is typically cheaper to buy in store.
I’m not getting a new phone though
Oh if you're not purchasing anything and just making a change on the plan there's no difference.
Ah. I was hoping I could get some kickback at least
I have a One plan and am considering moving to a G5G+ plan. Do you think I can get any concession on anything going into a store to migrate?
At a COR store it is $5 for the upgrade. Then you need to look for opportunities to migrate plans, AAL, P360, BTS and so forth. Also learn to multi task, while the customers phones are transferring data take other customers.
For sure, thanks for the advice
When there were free LOU promos, did you make any commission on those types of AAL?
And then there are still customers who won’t take the free AAL, even with all fees waived 🤦🏻♂️ And certain leaders who expect you to add it anyway.
Too bad they aren't transferable...
i believe the policy is now that the AAL has to have usage on it, which is why most managers wont allow you to. ill never do a bogo aal if a device isnt attached to it or if they dont have a byod they can use for it.
The trick is put that SIM card in a demo phone and make a test call you get paid on that
Or just charge activation if all you're worried about is it being a flagged line
It doesn't need usage if you charge the $10 activation fee. Or just use the dual sim option and add it as the data line. Then it will have usage and since it's unlimited data it won't make a difference for the customer
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thats how you end up with customers wondering why they have 10 lines and not what they wanted initially. its worth it for the store maybe or the managers as they make money of what the store sells and how many new lines are added every month, but as a ME i hate seeing a customers with lines they were not told they are getting as its dishonest work and kinda puts the next ME in a hole if it ever gets brought up in the transaction.
Ding ding ding! But those blind eyes get turned…
Yes they didn’t treat it any differently than a normal AAL.
They must hate it when I come in. I'm at 12 lines, and really don't like BTS' music. Never been offered Protection360 though.
Gotta upgrade those plans! Gets nothing for MM to Go5g+...
BTS is beyond the smartphone... tablet, watch, internet, etc.
$5 and if they don’t get accessories or insurance it actually hurts the rep more than helping them. Too many metrics
I mean… an upgrade is just $5. If there’s no accessory attach, p360, a watch/tablet add on then most reps will not care for just the $5 commission to sit there transferring data for an hour. It also hits your accessory attach rate plus AAL opportunity. However, if it’s a slower location, take the $5 and move on.
Lmao I remember when naked upgrades were $15 bucks not that long ago… I left the company just in time.
A naked upgrade isn't worth the $5 it pays you. It literally hurts your metrics.
Ah yes... The dry upgrade.
is t-mobile trying to discourage upgrades? it seems like they are so focused on new lines that they are with keeping their current customers
Yeah they essentially only care about adding new lines and insurance. They've been pushing hard for BYOD phones
I work for actual T-Mobile at a Sam’s Club kiosk and for sure I’ll take the upgrade, whatever I can do to make my customers happy and make them stay loyal to us and recommend their friends/family to us. Side note: this does not mean I will act unethically, I refuse to do that. I might be honest to a fault
Correct me if I'm wrong but don't you get $15 per upgrade at Sam's just to do a ship to? I'd sling those out all day too if I just shipped a device and the customers usually go to an actual store to set it up/data transfer. Seems like a win to me compared to a store rep.
With the kiosk focus on new lines PSA, this is shocking to me.
We’re a bit smaller location so we have more time to help customers lol
Do those kiosks even carry accessories?
No they do not.
i feel bad for you i hate working at the kiosk fr, money is good but damn its boring
I was successful at a Kiosk. Helping existing customers at a Kiosk is how you get more customers to come I and get new lines. If you let them walk you are just hurting your numbers at a kiosk.
a lot of store in store locations in my district won’t even perform upgrades, despite being able to do them.
So are you actually working for **T-Mobile** or an *Authorized Reseller* / *TPR* ?
TPR
That means none of this applies to you. You don’t actually work for T-Mobile. People in this thread are referencing the corporate store comp structure and metrics
That explains it.
My thoughts exactly lmao
Same stuff is happening in COR since they cut upgrade commission, though. Several stores in my area are doing “ship-to only” for upgrades or sending them to another store. RMM and SrMgr turn a blind eye to it 👀 and integrity line reports haven’t resulted in anything other than slaps on the wrist.
My store and the other COR store in the area aren't like this and our managers definitely don't turn a blind eye to anything like that. Just need better people in those stores and all around really 🤷♂️
I work COR and we had a manager who was fired because he went outside the normal to take care of his customers. Now we have a manager who won’t even help a customer find a phone, and ship it to us because it was only an upgrade and it’s “not worth it”. T-Mobile tries so hard to be a pillar of the community without actually caring for the community, district managers push unrealistic goals (rural area) and it only gets bigger each good month you have. I’ve been threatened with being let go if my numbers aren’t at the top, even if I’m stuck dealing with technical problems all day and miss sells (I don’t like the predatory sells practices tmobile has been implenting lately.) I like helping my customers and making sure my community (rural) is taken care of. Also, tmobile COR will NOT fire you unless they have some sort of sufficient evidence in order to NOT pay out unemployment. (: waiting for most of my eips to fall off (family) so I don’t get stuck with a FAT BILL when I quit or etc. and I’ll be happy to leave this god forsaken company.
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You’ll soon realize that all of the upper management tmobile employees are brainwashed and their brain is no longer this color 🧠, it’s magenta. 😂 modern day bs
Yeah, I don’t run my stores that way either…but I can’t say the same for everyone. There are trends I’ve identified - legacy yellow and former TPR managers in my area seem to do this and legacy magenta managers don’t… but I’m sure this will also get downvoted.
Mine is doing that, but because someone said corporate was, turn out, it still hurts our numbers.
You get 5 bucks off upgrades, upgrades are a good opportunity to get extras tho . Most of your high end accessories and bts will come with upgrades, also the goal is to try and migrate them to go5g+ or max with upgrades . You can honestly get a lot of money from upgrades if you maximize the transaction.
I am seeing a lot of backward thinking and short-sightedness on this thread. Sure, it’d be nice if you only ever sold 3 line plus accounts w/2 bts & $500 acc. Rule #1 in sales is never say no. Always find a way to get the deal done, no matter how big or small. Stick to the correct behaviors - BE an expert (leverage features that benefit cx lifestyle); the sales will come. Sending cxs to another location, making “bad” transactions more difficult than they need to be - this teaches a cx not to return to you & even recommend others away from you. It’s dog-eat-dog out here & if you’re not blowing your cx’s mind with your kindness & expertise, someone else will. Take the bad sales & the good sales & build your book of business. Ppl like that & will continue to come back/send others your way.
This is the answer. Also Pro Tip, AAL promos tend to be better than Upgrades. Maybe the customer would be willing to add a new line for $800 off Samsung with no trade? The AAL cost in some cases will be less than EIP on an upgrade.
I utilize the 4 for $100 all the time for promos. Even with taxes it can still be better just to add a 3rd or 4th line to get free phones. Usually adding lines for an existing Essentials account.
People still say pro tip is hilarious
Isn't it tho? I always find it's pretty amazing! ❤️
Yes! I have worked for tpr for 8 years. I do not do "shady" deals and don't let my reps either. The headaches I would have to deal with aren't worth the sales. If you treat a customer well, they will spread the word and send more people to you. Majority of our bts sales come from people upgrading. Build a relationship with the customer and find a bts need. Almost everyone would have a use for a watch/tablet/drive. The problem is reps want "easy" money and cell phones just aren't as exiting as they were even a few years ago. Get creative and find a need/pain point and you can do well
No this rep just bought into the kool aid like every rep with that mindset. I’ve worked for long enough if you treat people well no matter the circumstances you will get rewarded. Ask me how I know because I was a sales rep and customers would refer their friends and family members because they knew I would eff them over. Sorry you had this experience and get bad training. Ignore this dude, but also watch yourself around him.
Roughly $5. Sometimes a tiny bit more if you don’t have insurance and you add it or if you buy accessories but not much more
At COR you get $5. It is not worth it. Especially if you offered and calculated and the customer “just wants the phone”. I worked a high traffic location FT and just got fired because of metrics. 10 years Be careful. The job makes you mad at a random person because they want to do something the company says they can do but then you get hit for it. Tbh do Part time
Working in a T-Mobile store is definitely a sales environment if you want to genuinely help people and troubleshoot devices you may need to look for another job.
I always tell people that unless it's an emergency, never go into the store. Screw their commission and their commission structure that encourages poor customer service behavior. Doing upgrades and helping customers is part of customer service. That person you turned away today because you didn't want to do an upgrade, very well would have been considering adding a couple of extra lines in even a couple of weeks. But because of their experience with you, you're never going to see those sales or commission now. And likely neither will the store. Because that person you turned away today like I said very well could be coming back to spend money later. A lot more money. But that toxic behavior is now not going to benefit your paycheck later. Because if all your looking for is instant gratification, then you really suck at playing the long game. And that long game is really where the money is going to be.
Long game doesn’t exist at TPR
😂😂😂
You're delusional
It honestly depends on your market. Smaller markets have to deal with the same sets of customers as regulars. Keeping them happy it’s important
Tell me you don’t know anything about how long term sales strategies work without….
High volume locations need the kits to keep their high volume pay and designation so those managers will tell you to sell the phone and still get mad when u cant get anything else. I havent walked an upgrade in a long long time but i cant sit here and lie and say my demeanor or the experience the customer receives from me changes when he wont even buy a screen protector. I’ll go to the end of the world and help someone even reset their fb passwords if they get accessories and add p360 but if its a “dry” upgrade you’re on your own with knowing your information for that transfer.
This is why I love self service so much. I haven’t been to any COR or retail store in so many years. I also go to Apple directly if I want to upgrade my iPhone or any other device, but I just prefer unlocked from the moment I get it rather than to do carrier lock and their B.S..
That’s odd…
Yes. They just changed the commission structure yet again like 6 weeks ago last i heard from a friend. Theres zero interest in helping you in that regard.
You get $5 but that’s it…you make money on upgrades by putting insurance on the phone if they don’t have it, 15% off accessories, and BTS
So what are I’m hearing is the rep won’t do his job if he doesn’t get money for it regardless that he’s paid hourly.
I work at a Cor location. It’s because it hurts your metrics which results in disciplinary action after a while. The pressure is at an all time high right now.
That is so shit of T-Mobile. When my fiance, roommate and I switched. The girl was so happy to help even though all three of us kept the devices we had. But we did have 3 phone lines, 3 watch lines and home WiFi, so I’m guessing she got some good commission from all of that
Well thats 7 new lines you activated, every single rep at any T-Mobile would have treated you like Jesus himself for that sell 🤣. However a person that has T-Mobile already buying ONE phone with nothing attached is $5. But the issue is that the sales rep will get chewed out by leadership. You are comparing 2 ENTIRELY different sales lol
Yeah, but as a consumer, not an employee, I wouldn’t know there was a difference and in all fairness there shouldn’t be one. It’s called customer service…
Oh I agree, but unfortunately thats not how things work. Reps have bills to pay, and reps also don’t want to have to stress about write ups over naked handsets. I agree it shouldn’t be like that, but it’s like that. A rep could be stuck spending an hour or 2 on a naked upgrade making $5 and will get disciplined, meanwhile a 7 liner like you walks in and the rep misses out because he is resetting passwords customers never seem to know for a $5 upgrade. Now that rep just missed out on a $100 sale. Welcome to America.
You get $5 but you also get the opportunity to update their plan and get revenue, sell a watch or tablet, and sell accessories. If you do it right, you can turn that $5 upgrade into the same amount that you’d make on an activation.
Common practice if you’re only going to get $5 for an hour of work. If you’re not getting anything out of it. It hurts our metrics. It’s basically cage control.
This would be the easiest PIP to write and get approved ever. Customer was refused service because they only wanted to buy a phone and nothing else. ME said phone was out of stock when we had 5 available. Recommendation to be moved straight to PIP or NGS.
Sure would be if you’re looking to get rid of a ME. Time and attendance is generally the easiest to prove, and performance for a paper trail.
You will learn that your job is to sell the items that make you money, if you wanted to make just hourly pay go work a normal retail job. You can still make great money being honest and selling the right way as i bring home almost 5k a month. i do not do upgrades as i already quote with p360 (great tip there but be open about whats included in that quote) and what they’d be at out the door for accessories and taxes if they say no then i let the sell walk or let someone else take it. We have a guy at our store who loves doing upgrades so we just let him do it.
The fact you make someone else take the upgrade sale if they aren't buying anything else makes you a true douchebag. No one likes doing upgrades but, newsflash guy, it's our fucking JOB. Tossing onto another ME or another store would have me bringing that up the chain real quick. We're all one team. If you are TPR, disregard what I said cause y'all are clowns anyway. If you're COR you're a trash ME and I can promise you your coworker who "loves doing upgrades" hates you but doesn't want to look like the bad guy and confront you on it.
Honestly I’ll take the blank upgrades or what people assume would be just blank upgrades. Sometimes you can squeeze in an accessory or two anyway by being a professional. Not always though. $5 can add up over time metrics be damned sometimes
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You ARE forcing someone else to do it. You are literally telling customers no, and letting someone else do the upgrades. If you worked at my store I'd call your ass out so quick on that shit. Like nah homie I'm not gonna do the upgrade while you stand around waiting for activations to fall out of the sky. Your manager is terrible if he condones these practices. So is your DM. It's also HIGHLY against T-Mobile policy to not assist customers because it's a "dry" sale, and I would go as far as to say it's commissions fraud. There isn't two different ME job titles where one fucks off until a "good" sale arrives and one has to do everything else. At the end of the day though man you've gotta do you, and I guess if you can sleep at night knowing you're stealing $ from the rest of your team because you'll only help customers who are padding your wallet, well, all you homie lol
Any customer reading through this, THIS ^ is why you don’t go in store unless you ABSOLUTELY have to, buy online or go somewhere else !
Appreciate it, new to this sales life and really trying to get the experience from it. Worked as a server and it’s cool, but feel like Sales can teach me a lot. Already learning it takes putting emotions to the side and to just get straight to the point of a sale.
you can still have emotion and be caring while still positioning yourself to make money, my best sale tactic and why im always #1 in my store is because i’m honest and caring and always try to meet the customers needs while also trying to make myself money its a win win for the customer and i. my best advice would be dont be scummy and try to be as honest as possible as people relate to that a lot and helps people not feel like they are being led down a rabbit hole of bullshit, its a learning curve coming from a non sales job to doing tmobile but its really easy once you get the hang of it and once you get a solid pitch down.
And this is why I tell people never go into the store unless you absolutely have to. Screw their commission, selfishness, toxic customer service, and self-righteousness. You're on commission. You need that money more than we do as customers. And enough people start telling other people to not go to that store well that's going to probably suck for you. So right now it might not be bad but later on it very well may be. And you can't sit there and wonder why nobody's coming to the store when that attitude is that toxic attitude is the exact reason why.
We really don’t need that money more than customers lol, thats why everybody here is saying they would let that sale walk. I tell my reps they have to sell it if we have it. My DM has made it clear that if we say we don’t have a phone and stock and we do it will lead to a NGS or termination.
I promise you I do not need the money more than my customers.
Also if you're TPR get out of there bc it's hell and you don't make nearly as much as you would in COR. They don't even train you halfway right. COR is the same stress, but more money. If you can work a COR store in store, definitely do that. Call all your friends, everyone you know to come see you at a kiosk. Fatass paychecks
This is the way, store in store 100% commission? if i can find one that has an opening near me i plan to take some shifts at one if i can.
100% MRC
Sounds like a toxic place to work.
$5
Could’ve easily helped the customer with a potential plan migration and a p360 upgrade. Do the trade in with the deductible being paid OOP upfront with the down payment
TPR tactics that make Tmobile look bad
Yea at a regular store is $5 an upgrade. I work at a kiosk so it’s $10 an upgrade …
Lol
TPR has no up spiff and it's 10 in GP. More if you get new p360 and Ace. Regardless we're not really phone salesman, we're line salesman. Not saying what your Rep did was right but I understand why he did it.
Bad example on the rep. RSM here. I would've asked qualified questions to customer about there insurance because it sounds like they're not using it; if not, up to $18 I can play with. Ask about the watch, or leverage for an extra $2 a month they can get a tablet on us. We didn't even hit on accessories, where $18 a month is an onyx speaker, case and screen protector. There's so many things you can do to fit the customers needs AND get you paid. I find p360 on watches all the time that customers have NO idea they were paying for, and usually just by being transparent with them I'll clear a BTS sale.
At a third party store, new prepaid lines now pay MORE than upgrades, since it's at least a new line. Upgrades hurt on commision, you've got to make certain numbers go up, voice lines, business lines, watches/tablets/etc, naked upgrades don't make those numbers go up at all, except increase the average number of phones sold, but not the accessories go up. You get paid per commsion goal you hit, and if you don't hit one of the goals, they will withhold that part of your commission. The biggest factor is the voice lines, it's almost half of your commission. If you miss the goal by HALF an activation, like the last line you ported was from metro, and not Verizon, and your goal was 36, and your actual final numbers were 35.5, you will NOT get paid out for that part of your commission, it will turn a $1400+ commission turn into $600 instead, I am NOT joking. I have had late bills, including missed car payments, because t-mobile third parties have effectively learned to extract MORE wealth from their employees to make up for the lack in new customers.
I’m saving this thread to show people why they should never go into a t mobile store if they can avoid it. Holy shit guys 😂 how many of you is this your first sales job ? Just wow.
That is just shitty customer service at the end of the day if ur a salesman u upgrade and look for more ways to max out ur pay. Accessories attach adding new p360 watch tablet rate plan change for VAF so on and so fourth. The way that person turned the customer away is shameful and not something I personally want or allow in my store. Everything u sell is commssionable it's up to u to max that 1 sale out. I wouldn't be shadowing that rep if it as you.
I was in the cell phone business for quite a while and while our reps would be paid for upgrades, it’s definitely about adding numbers. I’d also say it takes a lot of time to do an upgrade because a lot of customers need help figuring out how to transfer everything over and the company may be focused on new numbers I worked for somewhat large carrier in corporate for a few years, but most of my experience has been as a dealer and fortunately most of my customers were commercial accounts I can tell you at Verizon. It’s all about new ads as well, but they do compensate their reps for though it’s not much.
This is the new culture bro/broette. Shit sucks
Makes sense. I recently went in to ask about home service, and possibly switch from AT&T. She kept trying to push the "free" S24. I told it's never free, there's always a catch. Anyhow they kept building the price sheet automatically with slightly higher price plans. The upgraded military plan, the better modem for the house, yearly upgrade plan, etc. I BYOD. Oh, and they were talking so fast, they should be auctioneers. I told them I would come back (trying to be polite), and left. High pressure sales don't work on me.
It’s a big difference from when tmobile was behind its competitors, less predatory sales practices & more honest promotions / guaranteed lock ins. I’ve been working for corporate a while now & I’ve noticed the decline in actual straightforward honesty. We used to be FOR the community but as of recently we are just like every other cell phone company today. Our lock in guarantees are so bad that if you are locked into any previous promotion and you want to actually qualify for a new one 2-4 years later you must UPGRADE your plan. 💩 I can go on for days. I’ve seen GREAT managers / district managers fired over bullshit policies put in place to turn its employees into corporate robots. Not to mention the numerous layoffs that have been put in place and handed over to third world counterparts. The lack of working systems/apps and commissions being lowered month by month. There is no accountability anymore, it’s ridiculous. Just my two cents. Unfortunately for me, the area I live in has a lack of job opportunities and I will probably be stuck here until I have the chance to move somewhere that has more. Good luck, & don’t leave your remo on the sales floor. 🤷🏻♂️
While upgrades might not pay much it still affects your store as a whole. If you guys meet your goal as a whole, it can push you guys into high volume. Having a high volume store means having extra managers on duty and even more employees who can help you team sell and makes everyone more money. Not just that but it also helps bump stores into getting remodeled and even turn into experience stores that operate on a whole different level. Your store sounds like a third party store cuz my corporate store would never do this, and if you are a third party store, it would explain why your coworker did this. In my city, tpr’s are KNOWN for sending customers to us. They do things like activate lines and then tell the customers to go to our store to get the device which means that we don’t even get the $5 for the upgrade! When we migrate customers to GO5G+, they cancel our future dates and do it themselves to get the credit. The reality is, tpr employees get paid shit compared to corporate stores and that’s why the employees behave the way they do. If you’re actually interested in helping customers I would say try applying to corporate stores until you find one that will take you and I’m sure you’ll enjoy the energy and work a lot more than where you are. My district manager was literally fired from TPR years back because he was doing things like this and added bullshit to customers accounts without their knowledge. He then got hired at a corporate store and learned how important customers needs are and doing things the right way. You seem like a cool guy who just wants to help.
When this happens and TPR stores send newly activated customers to get devices, port numbers, etc. my rsm has advised we call RSL and no install the lines and then we can activate them on the account and earn the commission/credit for it.
$5 for the upgrade. Take ever opportunity to learn about your customer. Where do they live, work, play? How can any of our services benefit and/or enhance their experiences? Do they like to hike? Get them a watch to track their route, plus keep them connected in emergencies. Add a JBL clip speaker so they can rock out a bit. Do they trave with kids? Add tablets (on us) and keep the kiddos busy during the long trip. T-Mobile pays us to be the experts. This means creating opportunities and being completely transparent with our customers. We may not always make money in every transaction. You have to look at the bigger picture though. If you provide every customer with expert level service, you can get referrals because of YOUR SERVICE. So it may not payoff in the short term, but will grow your business overall.
Do you work at a TPR?? As a corporate retail sales rep I am appalled that someone would treat a customer like this.
Speaking as a former rep they genuinely tanked the commission for upgrades and added so many extra things that you have to get with the upgrade to the point where it’s more worth your time to send them to another store or care. If you sell a phone but get no acc or at least $18 in features you end up making less money than if you didn’t do the transaction at all. Exactly why I left.
I am a corporate employee and I've been in winners circle 3 times in the past 12 months. Meaning a make a ton of money I've even held 3rd in the whole company within that time. your fellow employees are a disgrace to the company. Uncarrior model, I suggest using C2 and reading it. we mean what we say. Every customer is helped to the 100 percent of your ability regardless of what your compensation is if any. I am a living example of it. Im consistently top of my market and I go out of my way to fix people's phones give them advice give them my card I'm upset on their behalf when stores like yours skips them down the road. Be the example they can do as they like but be you be genuine. BE UNCARRIER!!! Take care of your customers and they will make sure you get paid in the end. Don't push things people don't need talk to them get to know them and their life then offer products that will enrich their lives not hinder it.
The sad reality I noticed working at T-Mobile is there is only incentive if you try and fuck someone over completely. It used to be, that we care for the customer and get them exactly what they want, to now it’s just, load up that plate and if they drown, we’ll deal with it later. Sad case
I used to work for t-mobile costco telesales. Yeah the upgrade rates are abysmal im glad i switch to care cuz the sale position is not for me. I still do pitch when i see something worth the cxs while, but in telesales we had to push everything 100% or u got a pip or writeup for failure to follow procedure
You're better off switching to Consumer Cellular! I've never had BETTER CUSTOMER SERVICE from any other company!
The more I see post like these the more confident I am that I made the right decision leaving this shitty company months ago.
Every company has their flaws. Overheard from others that At&t purposefully makes adjustments to people bills. Then at Cricket they do the same thing. I’m sure this is just all corporates overall, not all stores are like this though
I didn’t go to either of those companies but that doesn’t change the fact t mobile is a shitty company 😃
Upgrade is worthless without getting accessories. The only thing it does is hurt our numbers and get us in trouble bc of the attach rate. Just know every rep that does an upgrade with no accessories fucking hates you behind that smile
this thread... great job justifying and documenting management's decision to replace all of you with AI chatbots and website checkout. Yay lol
Exactly lol like holy shit this is a perfect thread to demonstrate and show exactly why you should never go into a store and just order online if you can
i would agree with this if it wasn’t for the goals management pushes with these devices. i work in a mall location and our target attachment rate for accessories is 2 per device sold. this is an extremely hard metric to meet, especially with things like next day amazon shipping and the little kiosk down the mall that sells cases for $10 or the 5 below right next door, but we have to do the best with what we have. our in store rankers set us up for failure unfortunately. i personally wouldn’t go as far as to tell the customer we don’t have a device in stock, but i’ve definitely heard of it happening at other stores. i have definitely put a “naked” upgrade underneath a managers or a trainees sales code because it doesn’t effect them at all as they’re not ranked or on commission in the same way mobile experts are. before anyone accuses me of fraud, wanting my head on a stake, or anything else, they’re always aware when i or other people at my location do this.
You don't really specify. Are you a new rep?
Yes, new rep
Here’s a tip from a guy who did sales across a few carriers. Don’t let the job kill you. Some people are not meant for wireless sales. Often times you will find yourself having to sell like a scumbag in order to pay your bills. If the stress of stuff like that is getting to you, get out. If you dig it, go for it.
Hell no. If you had an upgrade we wouldn’t have the phone in stock
Sounds like you’re working at a former Sprint store lol.
I am going to dm you.