wireless customer satisfaction is down. Why, though? We established that the area most in need of improvement is sales staff, so let’s start there. Oh, what’s that? MarketStar has released a report that might shed some light on that issue? How convenient. The results? “The study showed that less than half of sales associates actually recommended the brand of phone they currently own and use.” What this implies is that sales associates are more interested in making a buck for themselves than actually satisfying the customer. They might be in love with their phone, but if they can get a better commission on another phone, they’ll go for that one. And that’s a problem for the carriers. The best customers are repeat customers. But if you have a buyer feeling remorse after a purchase, he or she isn’t likely to return to that place for business. Unfortunately, there isn’t much more to the report. Yeah, it mentions what customers look for: text messaging, camera, MP3 player, Bluetooth, and web navigation. However, as we’ve mentioned, those features are pretty much standard on new phones. We’re learning nothing new. But we’re learning that sales people are out to make a buck. So do yourself a favor: don’t trust the sales people unless you ask them what phone they themselves are using. Do your homework online. Come into the sales situation armed with all the knowledge you’ll need. And remember that your greatest weapon is the ability to walk away. Don’t get emotionally attached to a product before you complete the transaction. [CNN Money]]]>
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