It's what keeps us employed," said Louis. "Selling accessories and add-ons isn't what makes us the most money. Yes, you might mutter, but salespeople are incentivized to sell accessories, right? That's what makes them more money. "Most people don't understand that selling the phones alone is detrimental to my job security," explains Louis. "If anything, the targets got harder," he insisted. It's not that when the firings happened he got a raise or a reduction in quota. "The company fired all those people," Louis said. Once upon a time Verizon employed specialists in those areas.
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"In addition to meeting a sales quota, I also have to take bill payments, stock shelves, help grandma learn how to use the iPhone her grandkids forced her to buy and troubleshoot any and all warranty issues that arise," he told me. Well, when I say "salespeople," the job has expanded somewhat. And we're talking Solutions Specialist, which is what Verizon calls its salespeople. Louis is a long-time Verizon store employee. But, hey, if it's good enough for the royals of England, we'll use it here.
Yet, after one particularly peculiar day going to three different carrier stores, I was contacted by many store employees who were desperate to correct me, ululate or even reveal the inner parts of their souls.
Sometimes, even both.ĬNET: Verizon plays with data caps in limited billing trial | As mobile commerce grows, so do retailer challenges | For retailers in the age of Amazon, user experience is a question of survival | Here comes the future of retail (again) brought to you by tech vendors I've generally found salespeople to be either a touch indifferent or a little forthright. I wrote about it for some years over at CNET and, now that I've been promoted to ZDNet, you surely can't expect me to change overnight, can you? (Though I promise to try.)
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