People have written about this issue here and there (for example, we have a thread that talks about troubleshooting and reducing returns), but I thought it might be worthwhile to create a new thread where we could collect some best practices, tips, and advice on how the in-store setup process can help reduce returns on Windows Mobile devices. Some areas for discussion might include:

• How long do you spend with a customer walking them through key features and settings?
  
• Do you go "beyond the basics" when you sell a new WM device - or do you stick to basic setup/activation?
• Do you help customers get through the entire e-mail setup process?
• Do you suggest ways they can customize the look/feel/behavior of their device?
• How about third-party or other apps, site referrals, downloads, etc? (Connection member Kris Gainsforth had a great tip on this subject here.)
• What is the biggest thing you feel increases the likelihood the customer will have a great experience once they leave the store?
• What are the biggest challenges with Windows Mobile setup, and the in-storesetup process?

The goal is to create our own, patented "Connection-approved" setup process - and maybe even influence the way Windows Mobile is sold!

Thanks for any and all contributions to this thread! You guys are the best, and I expect we can put together an awesome collection of ideas.

Bill Fisher:

 

• How long do you spend with a customer walking them through key features and settings?
• As long as it takes for them to get the basics.
  
• Do you go "beyond the basics" when you sell a new WM device - or do you stick to basic setup/activation?
• Depends on the customers needs and their abilities.

 

• Do you help customers get through the entire e-mail setup process?
• Yes it doesn't take that long.

 

• Do you suggest ways they can customize the look/feel/behavior of their device?
• Absolutely if they express intrest. I will send them some common links to their email.

 

• How about third-party or other apps, site referrals, downloads, etc? (Connection member Kris Gainsforth had a great tip on this subject here.) Yes I share links they will be interested in. The more they make the device theirs the less troubles later.

 

• What is the biggest thing you feel increases the likelihood the customer will have a great experience once they leave the store?
• Making the device theirs before they leave. Also must have some comfortability with it.

 

• What are the biggest challenges with Windows Mobile setup, and the in-storesetup process?
• People who have no clue and "must have" the latest and greatest. You can almost bet the device will be back no matter how much time ya spend.

Bill Fisher:

• How long do you spend with a customer walking them through key features and settings?
  As much times as the customer will allow.
  
  
• Do you go "beyond the basics" when you sell a new WM device - or do you stick to basic setup/activation?
  Depends on the user knowledge and experience level.
  
   
• Do you help customers get through the entire e-mail setup process?
  Complete setup of mail and as many accounts as they need on the device
  
  
• Do you suggest ways they can customize the look/feel/behavior of their device?
  Show them basic changes they can do on the device right then.
  Refer them to several internet sites and provide a sheet of paper with the web addresses
  
  
• How about third-party or other apps, site referrals, downloads, etc? (Connection member Kris Gainsforth had a great tip on this subject here.)
  Refer them to several internet sites and provide a sheet of paper with the web addresses
  
• What is the biggest thing you feel increases the likelihood the customer will have a great experience once they leave the store?
  What I did was hold a class twice a month entitled "Getting to know your WM device"
  This class was free to any of our customers that purchased their device from us and $5 for non-customers! I can give more details if needed.
  
  
• What are the biggest challenges with Windows Mobile setup, and the in-storesetup process?
  Some customers didn't want any assistance when it was clear they really did not know what they were doing. So I made sure I told them about the up coming class and put a flyer in their bag to remind them!

While I don't directly sell Windows Mobile devices, I have recommended and helped many friends with them.  Usually I have to explain the most obviously difficult parts, such as the comm manager which often has cryptic icons that are difficult to understand.  Also, with Smartphone/Standard edition devices, the first question is usually, "What do these mean?" referring to the unlabelled icons at the top of the home screen. 

Then if the device has a keyboard/pad, I always like to point out the keyboard mneumonics that greatly speed up menu access.  People tend to be impressed with those speed tricks. The autosearch in the email inbox and Media Player are impressive too.  Setting up email is often a problem, especially with people on Yahoo who don't want to pay for the IMAP/POP service.

I am not in-store person. As a after-sale phone support, I hope my though still relevant to the subject.
 

People have written about this issue here and there (for example, we have a thread that talks about troubleshooting and reducing returns), but I thought it might be worthwhile to create a new thread where we could collect some best practices, tips, and advice on how the in-store setup process can help reduce returns on Windows Mobile devices. Some areas for discussion might include:

• How long do you spend with a customer walking them through key features and settings?
  

I do not have in-store setup experience. But phone support usually finished within first 10 minutes. Sometime it exceed 30 minutes.

• Do you go "beyond the basics" when you sell a new WM device - or do you stick to basic setup/activation?

Basic only. Unless there is good reason. The thing that MS or manufacturer should do to solve simple common problem but they don't. Like memory clean up, backup utility.

• Do you help customers get through the entire e-mail setup process?

Yes, if they request. However top issue is "Why mail attachment is missing"

• Do you suggest ways they can customize the look/feel/behavior of their device?

Yes. However look & feel customization is easier than email setup. They usually adjust themself.

• How about third-party or other apps, site referrals, downloads, etc? (Connection member Kris Gainsforth had a great tip on this subject here.)

Same as go beyond basic question. Support third party apps is low priority and best-effort basis. The most difficult part is to explain why we cannot help them on third party stuff.

• What is the biggest thing you feel increases the likelihood the customer will have a great experience once they leave the store?

Assess customer competency level or expectation, then focus on what they will do within next 2-3 day.

• What are the biggest challenges with Windows Mobile setup, and the in-storesetup process?

The goal is to create our own, patented "Connection-approved" setup process - and maybe even influence the way Windows Mobile is sold!

Thanks for any and all contributions to this thread! You guys are the best, and I expect we can put together an awesome collection of ideas.

Another question should present before this key question. "What is the top reason customer return their WM?" Then we can easily answer process that can reduce WM return.

Unfortunately most WM return is attributed to hardware quality, bug or support rather than initial setup. What store can do is increase customer experience which answer above. There are other thing beyond store level too: training session, book, phone support, etc.

Welcome taweesak - this is a great post - your after-sale support experience is great to have here as it can help those selling try to lessen the need for that after sales support. Please feel free to create a thread as you have detailed - it could be one or more threads on the subject. Each of the questions you pose could be separate threads and it would be great to collect together ideas on each of them.

Here's my take:

• How long do you spend with a customer walking them through key features and settings?
  
• Until the customer is comfortable making a call, sending/viewing SMS/MMS, and e-mail
  
• Do you go "beyond the basics" when you sell a new WM device - or do you stick to basic setup/activation?
• I always go "+1" as I call it. Setup any features they bought from me, plus install one aftermarket program based on their needs (Google Maps, Live Search, Yahoo! Go, and vTap are my usual choices, as well as features/devices that support AT&T only features like Cellular Video and Video Share)
• Do you help customers get through the entire e-mail setup process?
• It's so quick with most webmail addresses, I do it.  It's required to setup e-mail on smartphones if they take a data plan.
• Do you suggest ways they can customize the look/feel/behavior of their device?
• Not really up front.  I send a followup e-mail with WM sites that offer those services.
• How about third-party or other apps, site referrals, downloads, etc? (Connection member Kris Gainsforth had a great tip on this subject here.)
• See above for my +1 theory.  Go above the basics by 1 item, the customer will not drop the data plans.  Give them room to grow.  This is where 1 or 2 followup e-mails really cut down time explaining 3rd party apps.
• What is the biggest thing you feel increases the likelihood the customer will have a great experience once they leave the store?
• Reassurance, my contact information, and following up by e-mail with the address you setup on the phone within 2-3 days
  
• What are the biggest challenges with Windows Mobile setup, and the in-storesetup process?
• There is so much that can be done on a WM device, you can turn it into an hour process by the time you include explaining billing, contact transfers, etc.  I make sure I cover features they bought from me, then go with one other feature/service/program for them to play with.