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When I worked for AT&T cancellation, we were required to talk to people about escalations and warn them that anything we've offered is off the table. Most of the time it was some dickhead who wanted something for nothing or a haggler who thought he could double up with a manager. Unfortunately when you work the front lines that long you don't take poo poo from anyone and they were allowed to disconnect a call with impunity (barring not constantly doing it). Plus they usually offered nothing near the value of what most front liners did because the front lines gave no fucks and would just throw you anything to get the $1.25 in commission for saving an account while management didn't get poo poo. If you were constantly escalated on it was a problem but a few a week was nothing unless you were audited and trying to claim them for commission. Then again I worked inbound with the occasional outbound to clean up a sale or discuss a deal at a different time so YMMV.
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Jul 10, 2014 19:50
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drat, sales is about...convincing someone to buy something through objections?!  I mean there's some shady poo poo involved in commission sales sometimes but you were shocked that someone trained you on how to make a sale when someone says 'no' the first time? Overcoming objections is like marketing 101. Do you get mad at the fast food joint guy for asking if you want a drink or to upsize your order too?
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Jul 12, 2014 05:21
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