Apple should do secret shopper studies at Verizon Stores

[CrAkD]

just like I said in the last razr maxxx thread this is what happens! Verizon helped create the "Droid" line of phones so obviously they make a ton more on those phones and this is what happens. Its bs. Which is why the Maxxx passed the iphone on the list. iPhone is still 2nd with every employee pushing the maxxx and trashing the iphone. boy that tells you all you need to know about how great a product the iPhone is.

 

[labman]

this is why I do my own research and tell the salesmen what I want to buy. If he doesn't want to sell it to me I grab another salesmen that will sell me what I want.

 

[ljusmc]

When I bought my 4s from AT&T, I just went in and said I wanted the iPhone, she asked what color and that was it. Didn't try to push me off to another phone but it was obvious I knew what I wanted.

 

[aneftp]

To play devils advocate.

Most Verizon customers who wanted an iPhone have already gotten the 4 or 4s in the past 17 months it's been available on Verizon.

So those on market for new subsidized phone are either waiting for LTE iPhone or going to get another LTE device.

 

[Troneas]

Here is the real reason why the OP as well as many others have this experience. BTW I used to work as a salesperson at one of these cell phone stores. First of all- salespeople don't make commission on the sale of phones. They only make commission on the activation of new lines of service. That said, they do have "pushes" that give you incentives to push certain phones. So for example the salesperson that sells the most of phone x that month will get a tv or a vacation or some cash, etc. The reason they are pushing that phone is this: Samsung Galaxy just came out. It's new and hot and will move on it's own for now. Give them a month and they will be pushing it hard as well. The iPhone won't be updated until fall so there is no need to push it now. You can bet they will be shoving the iPhone 4/4s down your throat a few weeks before iPhone 5 comes out. The reason they push Android so hard vs the iPhone is because the iPhone is updated once per year. That makes its shelf life a full year. There is a new and "hot" Android every few weeks. A company like Verizon has to buy millions of units. Then they have only a couple of weeks to sell them until they become free paperweights that they can't give away. Thus they have to sell them fast and hard since the value of an Android drains faster then its battery. And that's why you have that type of experience.

this is all fair and square but there's a difference between "pushing" an item and being downright irritating and obnoxious in the process.

its not the customers' duty to go into shops to purchase what salespeople want so that they get rewards at the end of the month, and in this case it was clear from the start the OP wasn't looking for a second-rate phone.

if i had other stores as options i would have left the store then and there and bought someplace else.

 

[Honza]

I get this at AT&T too. There is so much anti-iPhone bias by the salespeople it makes me sick. All I hear is, "The iPhone used to be the best phone out there, but it is so far behind Android now." Yeah, well the iPhone still dominates in a lot of ways and clearly by the sales a lot of people love it even if it's almost a year old. (I like both iOS and Android, btw) Then I hear about how "this phone is faster because its processor is a 1.2 and the iPhone is a 1.0" - Bullcrap. This kind of bad information is what leads to obsessing over specs and not actual performance. We all know that some "under-spec'ed" phones outperform "higher spec'd" phones (tegra 3 quad core vs. dual core snapdragon, or A5X graphics vs. the 12 core graphics on the transformer prime, etc.). It also depends on how fast the software is, what kind of bloatware is on the phone, etc. In short, I hate talking to any employee from AT&T, Verizon, whatever.

 

[grafftillidie]

As previously stated, the sales rep was most likely pushing the razr for a kickback/spiff at the end of the month. As someone who has done sales for the better part of a decade, I feel sorry for the misguided customers who are led to a device that is definitely not in their best interests. Sales people, of any kind, when properly trained, are trained to QUALIFY a customer for whatever the product is based on a few pretty simple questions. This also helps to build a relationship with the customer thereby having them relax. I can honestly say I have never forced a particular brand/product on a customer, I may guide them to what meets their needs based on the qualifying questions. But once you expressed the interest in the iPhone he should have walked you to the device and asked what it was that drew you to the device, in a conversational manner.
And before anyone gets all 'keyobard tough', there are a lot of good sales people out there who do not mistreat nor mislead their customers..

 

[Looon]

As a salesman I know what it's like but we have to do these things as it's part of the job. Unfortunately people are swayed a lot easier than you think, and he's probably managed to use whatever techniques he used on you to sell a lot of the Razrs. The only thing you can do is be an informed consumer and do your research before you go in, but don't hate the man for doing his job.

 

[Sir Ruben]

I went into an Orange store in the UK and overheard a salesman trying to sell a guy a SGS3. He was comparing it to Siri and saying that Siri doesn't understand anything he says, but S-Voice was much better and it learns over time as well.

I must have started sniggering to myself because when I glanced up the salesman was looking past his customer right at me.

I was considering correcting his mis-informed sales pitch in front of the customer but thought better of it. Its shocking how much utter ***** salespeople spout. I guess it was the 'phone of the week' and they one they were currently being told to plug by the manager.

One thing I do notice though is wherever you go the salesperson tends to try and steer you away from an iPhone and towards whatever Android is currently out that week. Not sure what the deal is with that. I guess iPhone's pretty much sell themselves.

 

[taipan61]

yep i gotta agree with most of these pushy salesperson posts...
usually get a good reception when i go into a at&t store, and i usually go in informed and knowing what i want but last time i got the "newbie" (his business card wasn't even his, just had his name written in over the other employees printed name) and yep he asked what i wanted, i said iPhone and he said "no way!" "you have to try android, it'll do 10 times what apple will do"
then i spouted specs and android OS issues back at him, told him i wanted iphone 4s (updating from 3gs) and was ready to walk if he couldn't help me...
then the upsell...lol
didn't know i needed bluetooth speakers, earbuds, and a waterproof case i could scuba dive with, all at twice what i could find them anywhere else

needless to say i got my 4s and have been happy ever since (and i got the poor salesdude to admit that while android is ok, it's a very fragmented ecosystem...lol

 

[AppleDroid]

As a salesman I know what it's like but we have to do these things as it's part of the job. Unfortunately people are swayed a lot easier than you think, and he's probably managed to use whatever techniques he used on you to sell a lot of the Razrs. The only thing you can do is be an informed consumer and do your research before you go in, but don't hate the man for doing his job.

Never said I hated the guy I should make that clear. What I didn't appreciate was that after making it clear that:

A: I'm an informed consumer. I know pretty much everything about these devices I just want to play with them and
B: My wife really wants to look at iPhones

Despite this he wouldn't let up and IMHO went too far with the Apple bashing. It's their job to push what they are told to but a good salesperson should know when to back off.

 

[geoffm33]

Never said I hated the guy I should make that clear. What I didn't appreciate was that after making it clear that:

A: I'm an informed consumer. I know pretty much everything about these devices I just want to play with them and
B: My wife really wants to look at iPhones

Despite this he wouldn't let up and IMHO went too far with the Apple bashing. It's their job to push what they are told to but a good salesperson should know when to back off.

As was mentioned up thread, this is where the line should be drawn. I don't know exactly how the agreements are written between Apple and Verizon but I imagine using this technique could violate some terms. I could be dead wrong though.

 

[macMD]

I guess it depends on the market and the store, but I have never run into a rep trying to force a particular model on me. If anything they do ask what I'm looking for. Fortunately for me I know far more about the technology than they do and only go to the store for tire kicking. I have a rep I use for all purchases so I just contact her when its time to buy.

 

[cynics]

Just ask the sales rep why the razr max and droid razr and galaxy nexus are so far behind in Android updates.

If Verizon has a pledge that their current products get the latest android OS within 3 months of google releasing the source to the public than you will buy the device.

If they can vouch for that. You will buy the phone. And it has to be over the air update or some other simple non root/hacker rom update USB update.

That will stop them dead in their tracks abot recommending the android devices or at least they will stop trying to convince you.

You would seriously ask why the three Android phones that have the latest version of Android available to them are so far behind in Android updates? And why clump the Nexus in there? It gets updates like the iPhone ...

 

[b24pgg]

Has anyone else had this or a similar experience?

No, because smart people never set foot in VZW stores and instead buy their gadgets online.

30 seconds spent Googling and you're already more knowledgeable about a device than any VZW store rep. Prices are cheaper online at Wirefly/Amazon Wireless/etc. and you don't have to deal with obnoxious upselling from incompetent employees.

I feel bad for the people who go to carrier corporate stores. They are the ones who are usually less tech savvy and more prone to having that weakness exploited and being ripped off.

 

[cynics]

I went into an Orange store in the UK and overheard a salesman trying to sell a guy a SGS3. He was comparing it to Siri and saying that Siri doesn't understand anything he says, but S-Voice was much better and it learns over time as well.

I must have started sniggering to myself because when I glanced up the salesman was looking past his customer right at me.

I was considering correcting his mis-informed sales pitch in front of the customer but thought better of it. Its shocking how much utter ***** salespeople spout. I guess it was the 'phone of the week' and they one they were currently being told to plug by the manager.

One thing I do notice though is wherever you go the salesperson tends to try and steer you away from an iPhone and towards whatever Android is currently out that week. Not sure what the deal is with that. I guess iPhone's pretty much sell themselves.

I agree with the sales man!!

I gave up on using it. Or at least proof read it. Lol

 

[LIVEFRMNYC]

When I deal with these types of sales people, I just say nevermind and walk up to the next sales person so they can get the commission. I love the look on the salesperson's face when they see their coworker getting the sale.

 

[RolandNights]

Anywhere there's a sales person you have to work with, you're going to encounter human bias. People normally sell you what they're comfortable with. An Android user is much more likely to feel comfortable explaining the value and demonstrating the features of an Android phone. That kind of comfort just comes with the day-to-day use.

At the same time, some people are extremely anti-Apple or anti-Android. Was the salesperson bashing Apple SOLELY because Verizon said so? Probably not. I wouldn't doubt that he/she truly dislikes Apple and the iPhone.

In any case, that kind of polarizing opinion works well for some customers. Some customers like to be told what to buy and they like to know that the product they buy blows the competition away. This doesn't work for every customer (obviously), but some salespersons definitely employ that kind of style.

 

[AppleDroid]

No, because smart people never set foot in VZW stores and instead buy their gadgets online.

30 seconds spent Googling and you're already more knowledgeable about a device than any VZW store rep. Prices are cheaper online at Wirefly/Amazon Wireless/etc. and you don't have to deal with obnoxious upselling from incompetent employees.

I feel bad for the people who go to carrier corporate stores. They are the ones who are usually less tech savvy and more prone to having that weakness exploited and being ripped off.

Sigh I love the holier-than-thou folk here thanks for posting. I read up on these devices and know which have an S4 vs Tegra 3 blah blah blah but to buy a $200 device without playing with one is asinine IMHO.

 

[Derpy]

When I went to get my 4S, the sales guy tried to push me into getting a 4G Droid phone. Given that I live in the middle of nowhere, 4G would be a waste of my money. Plus I had a bad experience with my OG Droid. I just let him know I was only interested in the iPhone and he rolled with it.

You don't have to let them boss you around, the customer is in charge. Just let them know you only want an iPhone.

 

[andyx3x]

iPhone (Which was hidden along the back wall away from every other device).

I haven't read any of the thread yet but I had to point out this inaccuracy. The iPhone isn't hidden in any Verizon store. Apple tells Verizon how to exactly display the iPhone. If you think it's hidden, you're blind.

I'll read the rest of the thread now.

 

[cyks]

I haven't read any of the thread yet but I had to point out this inaccuracy. The iPhone isn't hidden in any Verizon store. Apple tells Verizon how to exactly display the iPhone. If you think it's hidden, you're blind.

I'll read the rest of the thread now.

Apple tells them how to display it, but not where.

 

[andyx3x]

Apple tells them how to display it, but not where.

Anyone is free to post pictures of the "hidden" iPhone in the Verizon store.

 

[cyks]

Anyone is free to post pictures of the "hidden" iPhone in the Verizon store.

From my experience, the 'Apple' section is often in the back corner, far away from the door and the center displays of the other products they happen to be trying to sell at the time.

I wouldn't call it hidden, but, if a salesperson were corralling a customer into buying what they're pushing, it's not the most obvious area to find.

 

[ritmomundo]

From my experience, the 'Apple' section is often in the back corner, far away from the door and the center displays of the other products they happen to be trying to sell at the time.

I wouldn't call it hidden, but, if a salesperson were corralling a customer into buying what they're pushing, it's not the most obvious area to find.

I was in my VZ store last week, and you're right, the iPhone display was in the back corner. However, it was very brightly lit and still drew plenty of focus, regardless of its position. Plus, it doesn't make sense for one of the oldest phones in the store to be front and center. VZ does have to sell other phones, after all its not an Apple Store.

No argument about it - the iPhone sells itself. VZ is probably being leaned on heavily by other makers to make sure their phones sell as well.