Why Agents Should Stop Selling and Start Serving

I needed to order some ink cartridges for my printer — the kind I can only buy directly from the vendor. There was a problem with the website, so I picked up the phone to place my order.

I told the agent I wanted to order two black ink cartridges.

Not surprisingly, she suggested I buy a package that included two color cartridges as well. “No thank you, just black.”

Upon discovering the age of my printer, she tried to sell me a new printer. “No thank you — I just need ink.”

When I acknowledged that I own several computers from her company, she asked if they were working okay and did I… “No I just want to buy ink.”

Then she offered me a special price on anti-virus software for only…, “No, I only want ink!”

Next, she inquired if I was interested in a maintenance plan to… “NO, just ink!”

Perhaps she was supposed to try to upsell me five times or maybe she was on commission. I don’t know, but I do know the call took twice as long as it needed to, I became irritated, and the likelihood of me buying another printer from them is highly unlikely.