I came across a fascinating article in CNET talking about the new AT&T "Experience" stores, where Microsoft's Surface kiosks are making their debut. Writer Kent German says the new selling approach is fun and convenient, noting that

"while many store representatives mean well, I've found that getting basic information often comes with a sales pitch for services you don't need. That's a disservice to customers who just want to grab their new phone and go.

But I have to give credit to AT&T, as the carrier is making a push to redefine the cell phone shopping experience. ... What makes the AT&T Surface so cool is that you can get an enormous amount of information on your own. Everything is right there in front of you in an unedited, unabridged format free of any sales pitches."

The basic idea is that giving customers the option to get product information and shop without the sales rep's help is a good thing. What do you think? Is this a good option for some people, or will customers run into trouble if they don't have a rep help them out? Or is there a middle ground - let the customers pick and choose from phones and plans, and then have them consult with a rep to review their choices and make sure it's all good...?

 

I have found that my local AT&T store are very good at quickly determining just how much help a person needs. I often go in there for an extra sim card or just to check out what's new. They are quick to come and offer help but once I explain what I need they seem to be good at just giving me the extra info that I need and not trying to sell me anything.

I think it is a great idea to let customers pick and choose what they want on plans and phones but I think consulting with a rep is also important especially when thinking of going with a smart phone.

Welcome Gean - I agree - it's always a good idea to make sure that customers are getting what they need.

I must admit I have not visited an AT&T store to take a look at the new "experience" but I will say, that when I had my store open before moving to cyber space, it was mandatory for the staff not to even recommend or try to sell a phone or service until completely listening to the customer and finding out their needs first. I cannot even count how many of our customers came back to use and actually thanked some of our staff for not making a sales pitch...but actually listening to them. In turn they bought their device from us based on our customer service and knowledge in helping them meet their needs. And often customers would call to ask a question about how to do something on their device and we made sure they were helped.

Wow, very cool, yrless! I really appreciate that as well. But I was reading a discussion in another forum about customers who come into the store and insist on buying something that we know is wrong for them - or insist on deciding purely by price. What happens then? One thing I guess you could do is just keep talking to them about what they really want and need from the phone - and hoping that eventually they understand on their own how to make the best choice...

Bill you are correct, and what I have tried to do was just listen and acknowledge what the customer is saying and smile and just let them keep talking. I have learned that if you let the customer talk long enough they will talk their self right into what you are trying to convey to them!

 AT&T does have a sales process that requires us to ask probing questions and listen.  It's the best way to get clues to offer services/devices.  I ususally pull out something like "You said you like watching YouTube....then get the data plan and vTap..." or something along those lines.

 I love using free software to get data packages, as you can see, but I never recommend something the customer tells me they don't need.

 As for how many people I have had come in and say "Gimme an iPhone.", I would say that maybe 1/3 of the time a different phone is the right one.  I always ask questions.

 

well its a little bit of both. let me explain.

surface. my prediction is for the company is its way to somewhat replace acess employees becasue now customers have almost all info they would need at their finger tips. So now much like in the grocery store you can scan your own groceries you just need help with someone picking your order for you.

the opposite is if they come into problems with the surface then they will need help and thats whare the rep comes in. agian i believe surface will be replacing 3 employees down to one. 

 Our prediction is that the knowlegable sales associate will be extinct within the year. the days of going into the store and getting info about tethering, downloads, and iphone jailbreaks will be long gone. instead you will have a room full of teenagers there to "pick orders" and will do the job for much cheaper. Imagine a best buy employee...now stick him in an att shirt with surface and 50 different phones. again only predictions from what i have seen in the last 5 years of sales.

Welcome nick9283.

I think you may be right but my hope would be that if they do cut down on sales associates, then hopefully they will be left with the knowledgeable and experienced ones who can help a person who wants to know or do more than just the basics. Mind you many of the teenagers whom I know are extremely knowledgeable and helpful.

Nick unfortunately I will have to agree with you and it is sad....I have always prided no not only myself but my company on customer service and knowledge based sales people. I mus say it is coming to "Death of a Salesman or Salesperson" to be politically correct.