Up-selling Sucks!!

[rockinbird53]

I used to work for a company that processed magazine subscriptions,and when a subscriber would call in with a complaint I had to upsell or get dinged for it,which meant bad reviews and very small raises.
Subscriber: I didn't get my magazine this month.
Me: I can extend your subscription for one month.
Subscriber: Why would I want to extend my subscription if I'm not getting it.
Me: I'm sorry you did not receive your magazine,would you like to renew for another year?
Now how dumb was that,sure they want to renew a subscription that they paid for but are not receiving.

[molly740]

I totally agree up selling stinks but you ought to try working at the big V.Every call a rep has to offer a package then overcome an objection then offer a back down package then overcome an objection then if the poor customer decides to take internet you have to offer a package with virus protection and if they say no you have to offer a back down package then you have to offer another package with protection for inside repairs and international calling if they say no again you have to overcome their objection and even if a customer says I do not want any products,services or sales offers you still have to do all this or you will be disciplined up to the point of being fired .People get so mad and I don't blame them reps are required to do this so please keep in mind they do not enjoy it or want to do it they have to .

[Dean.]

I totally agree up selling stinks but you ought to try working at the big V.Every call a rep has to offer a package then overcome an objection then offer a back down package then overcome an objection then if the poor customer decides to take internet you have to offer a package with virus protection and if they say no you have to offer a back down package then you have to offer another package with protection for inside repairs and international calling if they say no again you have to overcome their objection and even if a customer says I do not want any products,services or sales offers you still have to do all this or you will be disciplined up to the point of being fired .People get so mad and I don't blame them reps are required to do this so please keep in mind they do not enjoy it or want to do it they have to .

Oh do I know about the Big V. Worked there for 4 1/2 gawd awful years! Worst job I ever had! I loved it when a customer called in irate because their phone service was going to be suspended for non-payment and you had to calm them down, explain why and what they needed to do to avoid suspension and then offer them a new product as long as their total history wasn't below a certain grade. How ridiculous that place was.

Oh, and when we had to put on our recorded greetings, "Thank you for calling 'The Big V' how can I provide you with excellent service?" Because some customers were surveyed after the call and if you didn't get an excellent rating you got dinged. No wonder they can't make money in Ohio.

[molly740]

Dean I have been there over 15 years and I remember that phrase lol it has only gotten worse . I love my job. I actually enjoy helping customers but now at end of call we have to say my goal was to provide you with outstanding service do you feel I have done that ? and risk level no longer matters if they are disconnected for non pay you better offer them internet and offer to bill it to a credit card. It's a shame benefits and pay are excellent but job is the worst unfortunately. I appreciate every day I am employed but have a feeling it won't be much longer as things are not looking good .

[Dean.]

Dean I have been there over 15 years and I remember that phrase lol it has only gotten worse . I love my job. I actually enjoy helping customers but now at end of call we have to say my goal was to provide you with outstanding service do you feel I have done that ? and risk level no longer matters if they are disconnected for non pay you better offer them internet and offer to bill it to a credit card. It's a shame benefits and pay are excellent but job is the worst unfortunately. I appreciate every day I am employed but have a feeling it won't be much longer as things are not looking good .

I've known a lot of folks who were there quite awhile who are no longer employed. They like to fire people. I think that they've been "thinning the herd" on purpose for quite some time now. I wouldn't be too surprised to see some massive layoffs there prior to the sale which will make it easier for the new owners to claim it's not good business sense to keep it open for such a small staff. They're in cahoots and the PUCO is not stupid. They know it. They probably don't really care.

I'm sorry, but you're probably right. I hate to see that happen to anyone. I know you earn good money there and the benefits are good but I also know that you earn every single penny of it in a very hard way. My heart goes out to you. PAVA was the death of me. I just could not get that through my skull. At my age, I guess my brain was just full.

Good luck and God bless.

[molly740]

I agree Dean Pava was a nightmare lol. They are "thinning the herd" that is so obvious. It's sad even mentally challenged people that call in you are required to follow their stupid "call flow " and seel them stuff they don't even understand .It used to be customer service but not anymore now its shove everything at the customer even if they say they don't want you to offer to them you have to .Dean you are lucky you got out .I am definitely looking for a job now going to try to get out before I get fired even though I do my job it's never good enough .

[blaze1971]

[quoteI totally agree up selling stinks but you ought to try working at the big V.Every call a rep has to offer a package then overcome an objection then offer a back down package then overcome an objection then if the poor customer decides to take internet you have to offer a package with virus protection and if they say no you have to offer a back down package then you have to offer another package with protection for inside repairs and international calling if they say no again you have to overcome their objection and even if a customer says I do not want any products,services or sales offers you still have to do all this or you will be disciplined up to the point of being fired .People get so mad and I don't blame them reps are required to do this so please keep in mind they do not enjoy it or want to do it they have to .][/quote]

I can definitely attest to the fact that the big V does, in fact, fire people for not upselling. Been there, done that, got the walk of shame to prove it. I was a month shy of 12 years in that hole at the time they decided to hand me my walking papers. What kills me is the fact that so many loser members of management are given promotions when they couldn't even get hired anywhere else because of their "backgrounds." Oh, well. I may be a chapstick fanatic, but I am no fan of kissing the proverbial upper-management backside in order to keep my job or get ahead. Molly, as far as finding a new job, good luck with finding one that pays as well as your current one. Unfortunately, that song and dance they give you about how you are some of the best trained in the business thanks to them and will be able to write your own ticket anywhere else you go is crap.

[molly740]

I agree they say you are trained the best .I did find another job of course it is less pay but it is well worth it .I actually loved my job just hated the way management made you shove stuff at people . I aree management gets promoted alot even if you are a convicted felon you get a higher position but if you are just an hourly employee you get fired for doing your job. I made up my mind after the last 3 day suspension they gave me I was not going to go back and give them the opportunity to fire me . I really do not want to see them go out becuase I do care about the people. I know there are quite a few that have been fired even since I quit which has not been very long ago. The really sad thing is i did my job I got a 3 day suspension because I followed the call flow script to a "T" but they scored me on a new script that they handed out the day I got my suspension I got my suspension in the morning and they handed out new script in the afternoon. I filed a grievance but by the time they even get to that I would have been fired and I decided not to let that happen. I am in a better place and I thank god for everything he had a better plan for me . I wish my ex-coworkers the best ! There are a lot of good people out there fighting to keep their jobs . Please be understanding when you call in because they don"t want to ask all the questions and offer all the packages they have to do it to keep their jobs.