A behavior of a good rep is always disclosing the Activation/Upgrade Fee when a customer purchases a new device.

A behavior of a bad rep is never taking out the trash at the end of their shift.

Always discloses all information up front.

1. shows empathy for customers when things do not go as expected

2. Has patience with customers who may not understand the technology

   
   

Takes the time to explain plan and upgrade options to customers

Sales Rep explains all the details and options to a customer when they are purchasing a plan or device.

good rep:

Gives the customer the chance to explain their needs, grievances, or questions. Makes them feel wanted rather than a nuisance

1. Doesn’t shut the back door at the end of the shift

2. Doesn’t explain any upcharges to customers

Shows no concern over customer satisfaction with the sales experience.

Poor attitude who seems unapproachable or someone who is dishonest.

Sales rep sits at there desk and just waves a customer over to them when they walk in the store.

Having a “not my job” mentality rather than a team mindset

A bad rep will be lazy. Not supporting their team, having pride in their store and actively engaging with clients

Celebrating the success of peers and co workers rather than exhibiting jealousy

Takes the time to find all the best options for their customer

Rushing through the sales processes and leaving a lot to interpretation

Rapidly grows impatient with customers

Is always smiling and approachable

Ready to help in anyway possible for the client

Makes customer feel welcomed and relatable and not like you’re just trying run their pockets

Being transparent to customers and fulfilling their needs

Always listens to customer needs and wants

Makes sure the work environment is clean and ready to go.

1.) takes the time to answer all questions a customer has about their purchase.

2.) listens to customers needs and gives best advice from that information.

1. A good rep recognizes when they've made a mistake and tries to correct it.

2. A good rep takes the opportunity to help out other sales members if there's help needed.

Looking unprofessional or goofing off while customers are in store needing help

Being annoying, having a bad attitude

1. A bad rep won't take responsibility for his/her actions.

2. A bad rep won't step up to help out others on his/her sales team.

1) Greets the customer with a smile and listens to them when they explain the reason for their visit.

2) Stays focused on the customer and not wasting their time. Most people have limited time for errands in their day and do not want to spend most of their day on one errand.

Never listens to the customer and hurries along through the process

Always late and inconveniences those around them.

1.) Always late to work

2.) Rude to customers when they don’t want to buy something

2. Having a messy work place

1) Flags the customer down instead of walking over to greet them. It comes across as lazy.

2) Doesn't listen to the customers wants or needs and tries to push items or services they are not interested in.

1- doesn’t manage time well

2- never goes for the sales, and hesitates

1- approaches all interactions with a value add mindset

2- a work horse that is willing to apply themselves

A good rep is knowledgeable and forthcoming with information about products, as well as customer service focused.

A bad rep is more focused on the transaction more then the interaction

A bad rep doesn’t have the customers best interest in mind

Good Rep

A good rep is focused on the customer and is going through with what the customer what’s not what the rep wants

A good rep manages their time well to make sure customers feel comfortable and are being attentive

Explains the product in a way the customer can best understand.

Very pushy on sales. Only worried about getting the sale and not meeting customers needs.

Puts others first, and maintains a professional and respectful position.

Someone who does CPR with the customer

Good making eye contact and not ignoring the customer

Bad brings religion or politics into it.

Bad Bad attitude. a bad attitude won’t get you any sales or trust with the custmer

Doesn’t listen to the customer’s needs.

Wears unprofessional attire.

Too much cologne. Smell is overpowering to the customer.

Listens to what the customer wants and helps with their problems

Patient and caring. Not just worried about the sale but how the customer is and how he can help.

• Always representing the company in a professional manner

• Makes sure that the device is explained thoroughly to the customer

Bad Rep:

• Rushes through setting up a device and payment plans

• Tries to throw in false advertisements or wrong pricing

Only wants to get their commission and not explaining the deal.

Too pushy so sell the product, and not explaining the deal.

Good rep

Let the costumer to shop around as long as they want so the know what best for them.

Talk to the customer and keep them updated, on what’s going on.

Will listen and try there best to understand and help a customer get there needs and aave them money!

Is always respectful to everyone including those who aren't respectful back.

Bad Rep:

Will ignore a customer's request to try and fill your own goal.

Will yell back at a yelling customer.

Takes the time to ask questions and get to know the why and how.

Does the research and knows the product to the best of their ability.

Bad Rep:

Doesn’t make a connection.

Doesn’t care how the item/service is presented.

Listens patiently

On time and ready to work

Slouchy

Rushes customer interactions

Customer focused with a goal of assisting the customer in finding the best solution for them

Attentive listener instead of waiting to speak

Good Rep: Being open to all kinds of clients and not disregarding someone based off of appearances or first impressions.

Rushes customer through the process

Attempts to upsell products or services that do not make any sense to the customer

Does not listen attentively to the customers needs

Bad Rep: Is concisely focused on the sale rather than how to help the customer. Taking care of the customer will bring them back and they will recommend you to others.

Bad Rep: Extremely pushy in a sale for something a customer doesn't want and quick to get them in and out

1. Ability to listen to the customer, either in a professional or personal way, to beat assess their needs and wants out of the situation.

2. Ability to properly maintain any account or payment problems a customer or coworkers may be experiencing

2 Bad things:

1. Inability to listen to customer or team, assuming needs instead of investigating them.

2. Unprofessional behavior towards coworkers or customers

Knowledgeable of their product lines and possesses good problem solving skills

Brings a warm personality and a patient demeanor to each customer interaction

helps customer get suitable items that helps them.

makes the customer feel welcomed into the store.

1. Listening and providing options for what the customer wants and may need.

2. Walking a customer through the whole sale and giving them a step by step of what you are doing.

Bad Rep:

1. Talking over a customer and not listening to what they came in for

2. Glossing over or hiding fees to get a better sale.

Double checks their work before saying they finished, goes over all details with client so they know exactly what they are getting into

Bad rep:

Sits on phone all day never talks to a client refuses to answer phone leave all the work for someone else to do

Places blame on others for their own shortcomings and brings morale down in their workplace

Has an unkempt appearance and a “no care” attitude

pushes to many products onto the customer making them feel overwhelmed.

Doesn't listen to the customer or try to make conversation with them at all.

Grumpy, lazy, careless, forgetful, rude, and non-inclusive behaviors are all characteristics that would make a bad rep not all or on purpose but if all can’t be improved this would make for a Bad Rep

Good Rep:

Happy, cheerful, attentive, inclusive, truthful, nice, cooperative, respectful, caring, insightful, knowledgeable, and fast thinking are all characteristics that could make for a Good Rep

Bad rep: responding to a negative or upset customer in the same fashion.

Leaving customer's concerns unresolved. Representing the company in any negative way, inside or outside work.

Being Transparent with the customer

Making the customer you’re only priority while working with that customer

Listen to the customer’s needs to find out the best plan for them

Bad Rep

Making the customer feel like a burden.

Not greeting customers as they walk in

Not being able to have general conversations with the customer that is non business related.

Emotionally stable. Able to handle ebb and flow of sale

Effectively handle objections

Follow up after sales to ask for referrals

Inappropriate behavior toward coworkers and customers

Deceptive sales practices

1. transparency

2. being honest with customers.

Bad Rep:

1. Rude to customers or coworkers

2. Lying

A Bad Representative: Would not listen fully to the customers issues. Would use harsh or rude cadence when speaking. Would not be attentive, optimistic and understanding.

Ready to greet and help a customer as soon as possible when they walk in.

Always kind and professional, patient and ready to answer any questions, no matter how many

Bad Rep- Too busy on the phone to notice that a guest has walked in, causing them to wait too long to be helped

Seeming uninterested in what the customer has to ask or say, rushing the sale

Listen to the customer and help him with the questions and the problems they have.

Has a great attitude

Bad rep ignores the customer and is rude and disrespectful to the customer.

Has a bad attitude towards and keep pushing them to buy something

1. Listens to the customer’s needs.

2. Honest and follows through on promises.

Bad sales rep:

1. Pushes products without listening.

2. Doesn’t know the products or gives wrong information.

Willing to go the extra mile to help the customer

Always maintaining a positive attitude even in rough situations

Bad: Cutting corners to get done quicker

Being rude and mistreating customers

A bad representative has a negative attitude towards customers and only cares about themselves on the floor. A bad representative acts like he knows everything and is not willing to grow/learn.

Greeted within first 60 secs of entering the store. Help immediately. Took the time to listen and get me the best deal for my needs.

Always Listens to the customers

And Helps them in every way that they can

A bad rep ignores the customer and doesn't do anything through the day to help the customer or other associates that may be there as well working with you.

Someone who sells a lot for the company helping it grow in not just selling but also helping the business grow to more states around the US

A bad rep would be someone who slacks or doesn't try hard or gives up easy on a sale

Or someone who just doesn't even want to be there

Knowledgeable of the product and services offered.

Willing and able to help the customer in making their decision.

Bad rep:

Ignores request and or questions given by customers.

Only cares to make the most money off each customer, not knowing that word of mouth can lead to more sales.

Being polite and honest.

Always on time.

Bad Rep.

Always late.

Calling in a lot

Ignored. Never received any service. Was treated as an inconvenience.

Friendly -good listener

Knowledgeable

Prompt service

Bad

Rude -bad sttitude

Not knowledgeable

Doesn’t listen to customer needs

Bad: closed body language, lack of interest.

They noticed an oversight on my bill while seeking assistance with my device. This resulted in significant savings.

Was sold the wrong product. Rep was not listening when I was asking for an accessory.

Bad: negative attitude, condescending behavior

Seems like they are not paying attention or try to sell you something you don’t need

listening: listens to the customers needs to modify up sales.

Transparency: makes sure customer knows what to expect.

Two characteristics of a bad rep:

Dishonesty: Adding on things to the deal that the customer didn’t ask for just to get commission

Over talking: doesn’t give the customer time to talk or explain what they need, just jumps right into sales pitches like a robot.

Invested

Curious

Bad rep

only interested in making money

Distracted

Friendly, Helpful, Listening to the customer and what their needs are

Bad:

Rude, Not listening or helping the customer adequately.

Good Rep:

Being on time, nice/helpful to other employees

Bad Rep:

Being late, rude to other employees, not being helpful

Arrogance and impatience are two negative values to have.

In regards to positive, I see myself going back to a realer or restaurant, etc when the waiter or sales rep comes up with a welcoming smile and is open to help you anyway possible. If they take the time to listen to your issue or communicates in a way that is completely understandable to the common public.

In regards of the negative, going into a location that there is no smile, no personality, no patience or empathy with someone that may not understand a process or how something works will turn me away in a second.