Thread by @usdew

Marketing #fail of the month: I visited the big @TMobile store in Burbank, CA - planning on getting the new @oneplus 6T, but the @petelau2007 @JohnLegere love-fest is going to go sour very shortly, if my experience was any indicator.

Staff not only had zero product knowledge of the phone, but clearly didn't even care. I casually asked what the phone specs were (storage, camera), and the store associate begrudgingly took out his own phone to research the answer via the Web.

There were no specs displayed beside the only 6T in the store, shoved in a back corner. There was no @oneplus product-specific signage whatsoever. A basic rule of product marketing & sales is that you have to both #Know about your product, and #Care about it.

These days, users are likely to know as much as salespeople, but when you don't even know how much storage a mobile phone has, how can you expect me to buy it from you? A couple of customers came up and listened while I was asking how much RAM the phone had.

When they saw that the associate had no clue, one of them laughed, and they both walked out of the store. I followed them - sad because @TMobile has some great strategies and plans, and @oneplus has a great phone. In this case, though, it seems that 1+1 won't add up as hoped.