A lot of companies have KPIs it expects employees to meet. This could mean getting a certain number of sales per month, getting users to sign up for apps, and more. So, it isn’t surprising to learn that T-Mobile is reportedly pressuring reps to push a new product, or face the consequences.
T-Mobile pressuring reps into selling new product
According to a recent post on Reddit, presumably by a T-Mobile employee, it seems that the carrier is pressuring reps to push customers to sign up for the T-Mobile Visa Card backed by Capital One. The post claims that reps who end up at the bottom 25% could end up losing their jobs.
That being said, it could be a hard sell for customers. As one of the comments points out, “No amount of sales technique is going to get me to buy something I don’t want. Credit card? Absolutely not. P360? Heck no. Premium Rate Plan? I want the plan that is best for me and my needs at the best possible price.”
They add that their heart goes out to employees who have to deal with this. “None of those answers would be influenced by anyone else and it is sickening that store employees are judged by those metrics. IMHO, employees should be assessed based on service provided and customer satisfaction.”
Not the first time T-Mobile is pushy
That being said, this isn’t the first time T-Mobile has been pushy. When the T-Life app first came out, the carrier tried to get reps to push customers to sign up for it. Obviously not all customers are interested. However, this ultimately meant that the reps were “punished” and had to write up reports on why they failed to do so. This latest instance feels like that situation happening all over again.
It’s also kind of weird that this is happening. T-Mobile has a new CEO who is supposed to be more like John Legere and less like Mike Sievert. Unfortunately, these tactics suggest otherwise. At the same time, we can’t say we blame T-Mobile. Back then, T-Mobile was small and agile enough to do what it did.
Now that it’s among the top three carriers in the US following a very expensive merger with Sprint, the company needs to do all it can to stay competitive.
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