SO I work for a company that sells AT&T. Currently another sales manager and I are having a debate about how to sell and how to treat a customer.
If a customer comes in and had bought a phone on the internet and is having issues, I would help them and try to create a sale or maybe a future sale. I would hope they will maybe tell their friends about the great service I offered and gain some new customers for the store. I like to create "raving fans" if you will. I like to let customers know they can always be taken care of at my store no matter what. I like to think "If I don't take care of my customer, someone else will".
"Sir, we are a activations only store". If you bought the phone over the internet, well, you will need to call the internet for help". Or he will send the customers to another store so he does not have to deal with the "problems" if you will.
I just wanted to get a take from someone outside of the box.