Workplace reviews and discussion: 東森購物_電視購物_東森得易購股份有限公司

If you can get past it mentally and are comfortable with all the sales scripts, you can earn decent bonuses.

1. Telephone marketing

A whole bunch of sales scripts deceive elderly people with dementia, and many games that people think are funny disturb customers!

The prices are extremely high, and the discounts are made up! There are 100 different sales scripts for 100 people.

If your performance doesn't reach the target, your bonus is reduced. This rule can supposedly be bypassed—you are told that it won't be reduced—but there is still a maximum cap on what you can receive… anything above that is not paid. You help the company generate sales and still have your bonus deducted?

2. Order customer service

The same deceptive sales scripts are used to deceive both customers and employees. It is purely a case of selling something under a false label!

TV hosts say that you can use a certain amount of XX coins, so the purchase will cost only a certain amount, and after deducting shipping, you only need to pay xxx. In reality, every product has a limit on how many coins can be applied. When customers call and find that the situation differs from what they saw on TV, they raise questions that can never be fully explained.

For example, a customer sees Product A priced at 2,000 on TV. The host says that 400 XX coins can be used, and after saving 100 in shipping, it costs only 1,500. But when the customer calls to purchase Product A, the maximum coin deduction is 150. Shipping was already free, so the customer actually has to pay 1,850.

You cannot proactively remind customers about the discount coins; you have to wait for the customer to bring it up. You give people rewards but don't let them use the discount?

VIP members are transferred to a specialist through the voice system. Even when the order was already placed through the voice system and the customer is transferred to a specialist, you still cannot proactively deduct the XX coins for them. You get severely berated because of this—an inexplicable policy.

They constantly talk about putting service first, but all they look at is sales performance. Rewards are also based entirely on performance, including employee incentive trips.

The discounts for promoting add-on purchases are nowhere near as large as claimed. The computer documents clearly say 20% off or 25% off, while online colleagues tell customers 30% to 50% off. Reporting this to supervisors has led to no improvement at all.

There are also countless inexplicable sales scripts used to deceive customers. For example: “You spent XXX this year, so you can participate in a three-product promotion: A, B, and C.” C has supposedly already been fully redeemed, even though there are actually more than 1,000 sets in stock. “If you don't want any of those, I can exchange it for Product D.”

Another example: “You won a discount of X%” (even though no drawing is actually required). “Because you are a VIP, you were eligible for a lucky draw. Only 10 people were selected, and you were the seventh.” The entire passage above is a lie.

On the service side, you can receive an honorary title called “Customer Service Star,” but it only adds a tiny number of points to your evaluation. Aren't they supposed to put service first????

Regardless of whether it is early or late, or whether you are on leave, messages tagged @all pop up in the group. Even your break time is interrupted.

Attendance and leave

If you are late, they pressure you to change it to annual leave; otherwise, they deduct an excessive number of evaluation points. Each use of annual leave must be taken in four-hour increments, and during those four hours you are still required to answer calls and generate sales.

Any type of leave that was not scheduled for that month is treated as emergency leave and results in point deductions. Taking just one day of sick leave can make a huge difference to that month's evaluation bonus, even reducing it to zero.

Every day, you have to arrive early to turn on the computer and log in to the system before your attendance is considered successfully recorded. As a result, you swipe your access card an average of 20–30 minutes early every day.

Even when the workday ends, you cannot leave until the supervisor releases everyone at once. In 90% of cases, people are kept behind to continue answering calls because their sales performance is insufficient.

They use a pile of sales scripts to deceive customers, and a pile of terrible policies has brought in many negative members. You spend every day dealing with their complaints and disruptions. They generate no value, place orders and then cancel them, place orders and refuse delivery, complain everywhere, and waste the frontline staff's time.

Because the group operates in many industries, when you receive a referral lead, you must ask whether the customer is willing to be contacted—most of these are insurance-related. There is a standardized and completely accurate script, but only a small number of employees read it as written. Everyone else coaxes and deceives customers, saying, “You can just take a look for reference, thank you.” Once, a supervisor asked me to help with an audit. After listening to one employee's three recordings, none of them included the customer responding “okay.” The supervisor told me to directly add “okay” as the customer's response at the beginning of the transcript of that recording. Isn't that illegal!? Can employees with good sales performance really behave this recklessly?

There is an extra-credit item called “Social Media Add-On Sales,” which requires you to sell products on your personal social media accounts. Besides directly taking commissions from your friends and relatives, you also receive additional points, and those points affect your evaluation bonus for the month. Employees who do not profit from their friends' and relatives' pockets receive three or four fewer evaluation points. That three- or four-point difference can mean a difference of 2,000–3,000 in the evaluation bonus.