topic Re: Customer call in testimonials? in Q Talk

Customer call in testimonials?

EatWell — Tue, 09 Jan 2018 07:01:35 GMT

Just curious, do customers who call in with a product testimonial get pre-screened before being put on the air?

Have you ever done a call in testimonial on a product that’s being shown?

And, how is it that the host usually asks the right questions to get the customer to respond and endorse the product? It’s like the host and/or product presenter have ESP, and know exactly what to ask the caller.

Re: Customer call in testimonials?

NorthernLights — Tue, 09 Jan 2018 07:06:40 GMT

If by esp you mean that the operator has information that they actually relay to the host if the caller makes purchases, actually uses them and isn't a crank. Then, yes.

They have esp.

Re: Customer call in testimonials?

chessylady — Tue, 09 Jan 2018 07:32:22 GMT

I was randomly asked to speak to the host twice. Once I spoke to Lisa Robertson and Joel about Honora pearl earrings I bought. Another time I spoke to Colleen Lopez on HSN about jewelry. It was a bit scarey, gets your adreneline going. Yes, there was a screener who talked to me first.

Re: Customer call in testimonials?

EatWell — Tue, 09 Jan 2018 07:38:42 GMT

Chessylady wrote:

@chessylady

Wow. You called QVC or did QVC call you?

Must have been quite an honor and exciting for you to actually speak to the host. And to be on live TV!

Re: Customer call in testimonials?

Sweet_Serenity — Tue, 09 Jan 2018 08:03:47 GMT

Years ago after CS placed my order asked if I would like to speak with the host on air? Three times I was asked said yes. Enjoyable fun no fear. Connected online producer he or she asked me to turn volume of TV off important to do this. No longer watch live not having cable. Do check out Qvc live channels on website. Purchase using auto system.

Re: Customer call in testimonials?

lemg — Tue, 09 Jan 2018 09:33:40 GMT

Of course they're pre-screened! Have you ever heard a caller say, "I ordered this but it fell apart after the second time I wore it. Your quality control is a mess!"? Or, "Why is your sizing so off? I had to send the product back twice before I got one that fit."?

They only want positive comments. And the standard, "Tell us why you love this product" request is an effort to get the caller to say good things. I often wish a caller would respond, "I don't love it. I think it's rather mediocre for the price." Won't happen.

ESP? Are you serious? It's called marketing.

Re: Customer call in testimonials?

insomniac2 — Tue, 09 Jan 2018 10:23:07 GMT

Back in my early days ordering from QVC, I spoke with a number of hosts. Never was I pre-screened or asked what I might be saying.

Re: Customer call in testimonials?

on the bay — Tue, 09 Jan 2018 11:14:47 GMT

I got to speak to Victoria Weick.

I was not pre-screened at all.

I had to hold for a long time but I'm so glad I held on.

She was so gracious and I have loved everything I ever got from her.

When you order from the phone, many times they will ask if you want to speak on air.

I've been asked several times on QVC and HSN but declined all the other times. I think once was with LIsa Robertson-I should have done it. I liked her but I think it is nerve-wracking.

Nowadays, I think lots have just gone to online ordering.

Re: Customer call in testimonials?

Krimpette — Tue, 09 Jan 2018 12:21:40 GMT

Years ago I spoke with Patti Reilly. I was not pre-screened. It was a disc-gear product for disc storage, I believe.

Re: Customer call in testimonials?

Bhvbum — Tue, 09 Jan 2018 12:40:18 GMT

I had placed an order and they asked if I would like to make a comment, so yes I called them but I didn’t call the testimonial line.

I don’t understand why folks feel that QVC, who’s a business trying to sell things, should let folks call In and say bad things. I’ve read reviews of products that I have bought from QVC and I totally disagree with the reviewer. So why influence people negatively before they even have bought the product? Also surprise surprise some people have a totally different agenda when they make negative reviews.

QVC has a very good review section, if folks have questions they can look there.

Re: Customer call in testimonials?

Carmie — Tue, 09 Jan 2018 13:01:44 GMT

I have been asked if I wanted to speak with a host when an called in an order, but declined.

i have also watched QVC when some “ nut” got through the testimonial line and said some things that were not kind to the Host. I remember one time when Rick got a “hot one”. He handled it pretty well. Often these types of callers are cut off in mid sentence. It’s quite comical, but probably not fun for the host.

Re: Customer call in testimonials?

Caaareful Shopper — Tue, 09 Jan 2018 13:27:07 GMT

I remember not too long ago, perhaps two years ago, a woman called in to speak about one of those Sun Joe chainsaws. It started pleasant enough, but then she said she couldn't get it to work, and even her son tried it and "the junk" did not work. It took 5 seconds for the vendor to realize the woman (and her son) put the chain on backwards and that's why it didn't work. He respecfully told her to try again with the chain installed correctly.

She thought she was calling to shame them live on air, but just the opposite happened.

Re: Customer call in testimonials?

Plaid Pants2 — Tue, 09 Jan 2018 14:18:19 GMT

Here's how it goes @EatWell.

1. Person calls to place an order for item that's on air.

2. Customer service operator who takes the order asks the customer if they would like to speak on air.

3. Customer says "Yes"

4. Customer is put on hold.

5. Producer tells the host through ear-piece that they have Jane from Springfield on the line.

6. Host says, "We have Jane from Springfield. Hello, Jane!"

That's it.

There is NO screening.

I spoke on air once, over a decade ago, and that's exactly how it went.

The hosts don't have ESP.

Does that answer your question?

Re: Customer call in testimonials?

Group 5 minus 1 — Tue, 09 Jan 2018 14:20:02 GMT

Do not care for those call-ins.

Re: Customer call in testimonials?

EatWell — Tue, 09 Jan 2018 16:16:51 GMT

@Plaid Pants2 wrote:
Here's how it goes @EatWell.

1. Person calls to place an order for item that's on air.

2. Customer service operator who takes the order asks the customer if they would like to speak on air.

3. Customer says "Yes"

4. Customer is put on hold.

5. Producer tells the host through ear-piece that they have Jane from Springfield on the line.

6. Host says, "We have Jane from Springfield. Hello, Jane!"

That's it.

There is NO screening.

I spoke on air once, over a decade ago, and that's exactly how it went.

The hosts don't have ESP.

Does that answer your question?

@Plaid Pants2

Yes, call in testimonial process clear now.

I really did not think the hosts have ESP.

Thanks.

Re: Customer call in testimonials?

Daysdee — Tue, 09 Jan 2018 16:28:05 GMT

Never spoken on air. I haven't placed an order by phone for years--ever since internet ordering became available. I hate when the callers "don't know what to say" and the host has to drag every word out of them. Don't care much for the calls.

Re: Customer call in testimonials?

ValuSkr — Tue, 09 Jan 2018 16:38:55 GMT

On the studio tour, they told us callers are invited to speak on-air only if they've bought the product.

Re: Customer call in testimonials?

faeriemoon — Tue, 09 Jan 2018 17:08:06 GMT

I haven't really watched much lately, but the times that I have, it seemed to me they have cut back on the phone calls. Am I right? If so, I have to say I prefer not hearing the cringe-worthy callers.

Re: Customer call in testimonials?

suzyQ3 — Tue, 09 Jan 2018 17:08:42 GMT

@ValuSkr wrote:
On the studio tour, they told us callers are invited to speak on-air only if they've bought the product.

@ValuSkr, that is misinformation. I've heard tons of callers that are first-buyers or are saying that they just ordered an item.

Re: Customer call in testimonials?

ValuSkr — Wed, 10 Jan 2018 01:58:20 GMT

@suzyQ3 wrote:
@ValuSkr wrote:
On the studio tour, they told us callers are invited to speak on-air only if they've bought the product.
@ValuSkr, that is misinformation. I've heard tons of callers that are first-buyers or are saying that they just ordered an item.

Maybe they just bought it (minutes ago) and were invited to talk on-air.