Great Wireless Customer Service Means Asking The Right Questions

Great Wireless Customer Service Means Asking The Right Questions

By Mark Landiak

July 29, 2015 – Customers come into your wireless store for many reasons. Some are just window shopping. They may be fantasizing about the newest device, but aren't in any kind of position to follow through just yet. Others may be looking for the coolest new accessory to their phone. After all: a person's phone is a reflection of their identity. Then there are those dissatisfied customers, having an issue with their current provider, their plan, their device, or the customer service they've received. Those customers have just plain had enough. They are in pain, and they need to know how you can help fix it.

As wireless sales managers, we have to think of ourselves like a customer's personal wireless doctor. Before we can prescribe a fix, we have to be able to accurately diagnose the issue. Part of training your wireless sales crew to do their job proficiently (that is, repeatedly and with excellence) is drilling them to ask the right questions. Here is an outline for some common questions in the early stages of wireless sales:

  • What type of phone do you have now?

    • How long have you had it?

    • How is it working for you?

    • What do you like most/least about it?

  • Who is your current carrier?

    • Are you completely satisfied with your service?

    • How do you feel your experience can be improved?

  • How will you be using your phone?

    • Will it be for work or personal use?

    • Do you currently listen to music on your phone?

      • How many songs do you have on your phone?

      • Do you use Pandora, Google Play, or a similar music site?

    • Will you be using your phone to take pictures and videos?

      • How often and of what types of subject matter?

    • How much talking/texting/data usage do you anticipate?

  • How long do you expect to own this phone?

It's important that you listen to the information a customer is giving you. Dig deeper on the issues and make your judgments based on the information they share. Don't be in a hurry to push the newest phone or promotion on a customer. Customers will want to return to a wireless store that asks the right questions and pays attention to their wireless needs.  

 

 

You can find Mark on Twitter at @mlandiak or via LinkedIn.