To be pissed off at all the upselling instructions obviously being given out to staff to try to get us to spend more than we need to(77 Posts)
So much 'is that a large one' (Wetherspoons) or 'would you like a drink with your meal' (everywhere) or 'curly fries for an extra 50p yes?' or 'any cakes or pastries?' ) nero's/starbucks etc.
I espcially hate the pretend mishearing:
'A small coffee please' 'Large coffee?' No small one please 'is that a large coffee today' 'NO ITS A FUCKING SMALL COFFEE AND IN A MINUTE I AM WALKING OUT' 'mug or a cup for your small coffee madam?' 'If its in mug is it a large coffee?' 'Yes..any cakes or pastries today?' 'No, just a small coffee.. in a cup please'.
YABU - this really doesn't need to make you angry!
Up selling has always gone on, because it works.
And I have never been up sold as aggressively as you are describing. Go somewhere else for your coffee. Really do walk out.
It does though! Also just realised that there is another thread about this - the WHSmith Chocolate one! It DOES make me angry - when consumption above need has shafted the economy, and forced people into debt, these companies are trying to use people's politeness and sense of decency to get them to spend more than they need or intended to - what will they do when they run out of money? Borrow - and we are back to the same old crap.
I put upselling in the same category as begging. If I say I want a small coffee I shouldn't have some fuck at the till trying to pretend I said something else to help them hit their targets - that's just conning people - its what put me off shopping at markets, and is what is going to make me start hating the people in Neros. Lets look at what actually happens - short term gain, then reduced visits as people think 'Oh god I hate going to the till at smiths' which acts as a brake on sales. Then more desparation on upselling, then fewer visits to tills.
Actually I think I will open a t-shirt shop that sells t-shirts with 'If you upsell to me, I will downbuy to you' or 'no I DON'T want any cakes or pastries today - the clue is in the FACT I HAVEN'T ASKED FOR ANY'.
I think you'd do your heart pressure the world of good of you just stayed in from now on
AND I was in a pub the other day and asked for a pint of coke, it was 'would you like ice in your coke?' I said yes and the fucker put so much ice in, there was about 150 ml of coke in there! I asked him to take most of the ice out and he stared at me like I was mental! Surely though chilling water to ice must have some cost, and soda is incredibly cheap anyway - its hardly boosting profits.. is it? All its doing is pissing customers off and making them feel conned. I would like weights and measures to specify that a pint of soft drink must be a pint BEFORE the ice is added. Its illegal to sell watered down drink, but not to water down quantities with ice??
Would you like some cosmetic surgery with your angioplasty madam?
Yabu, "some fuck at the till" has been told to do it by their boss and probably hates it as much as you do! They do it because it works a few times out of the people passing through. Footfall is down in my work but people are spending more (which kind of balances things out) but customers are looking for more value for their money.
Also some people are just being nice, asking if you want a drink with your meal is not pushy surely, just good customer service, nothing worse than waiting when you actually want a drink you've finished...
Yabu. People are doing their job and they don't need you kicking off at them for doing it.
These companies employ mystery shoppers to make sure they're asking if you want to go large or if you want to include a pastry etc...
If they don't ask they could end up losing their job. I doubt they personally care how big your coffee is, it's just something they have to ask.
Yabu. Staff often have incentives to upsell. When I worked at tiger tiger in London we had competitions to see who could sell the most of a particular dish from the menu (probably whatever they had most of) and the most large soft drinks / coffee as they make lots of money on those... winners would receive a cash bonus on that day.
When you're a single mum earning pennies every little helps !!
Smile and say no. It's easy.
I am always polite in refusing and do appreciate that staff have no option but to ask. But I do have a problem that the company in pushing high calorie laden junk at the till to increase their profit are just illustrating to me that they care nothing about their customers health. I don't matter to them its just my money they want. And yes I know I can say no, and I do politely but it does put me off the company. "would you like 20 fags with that or a bottle of alcohol....most people would see this as unacceptable? ??? I think offering crisps, chocolate or cake when I have already done my best to exercise my control in choosing is not good. So the company has made a sale but the population is continually getting fatter and fatter
I hate it!!! I worked in BP, and despised the upselling, asking for nectar cards. Customer hate it, yet we are disciplined if we don't do it. Got a new job so don't have to deal with that crap now tho
Pre-empt the up-sell. "I would like a small coffee only. Not large, not medium. I am not hungry. I would not like a loyalty card. Thanks." If they revert to the script, be silent.
How about "I'll pay you for a small coffee and you can give me whatever the fuck you decide I need"
I think it is really horrible that staff in companies that push this junk are disciplined for not meeting their targets, That makes it doubly wrong for me . Now I am to be made to feel guilty when I refuse?, why not just pay the staff enough money to live on and stop this target, commission, disciplining upselling marlarkey. The retail policy makers should put more effort into finding out what their customers really want and not focus on short term profit
I dont find it a problem in retail outlets but more so in the bank when I want to nip in quickly and then get asked if I have home insurance or am I interested in their latest mortgage deal
People are set quite punishing sales targets in this sector and yes in retail you have mystery customers so YANBU to feel annoyed but really you should focus your ire on those in charge of these kind of policies
OP? YANBU about this at all - I've had it Loads of times where I live when I go to the town centre & I've seen it from the other side to though nearly 13/14 years ago now? When I worked in something that had part of the retail industry attached a couple of times (bars/cinemas with cafes/sweet shops/drinks booths etc)? If I had shifts on said retail areas? The managers/supervisors were Always bloody reminding us to "try & upsell this/upsell that/first one to sell so many XL drinks of xx type can clock off early/get a bonus etc" Back then they were polite most of the time mind & Asked if we were OK doing it.
However gradually towards the end of my time in such places & (clearly) Far more since? It's become a bloody essential Necessity (i.e. staff are Ordered to do it which is one of the reasons I left that field) for such clearly deliberate underhandedness, deceit & outright lying to be used to shift as many L/XL products as possible & like You? I bloody hate it - I hated it then & I utterly Despise it now & I've told some staff so & had more than one
battle argument over it both when working & as a customer. They never seem to get the message mind. I doubt they ever will...........
It's annoying but there is a recession on so I see why they do it - it works.
The sales assistant is not responsible! Have you ever replied with "how many times have you had to say that today?" They audibly sigh with relief and usually roll their eyes.
It puts me off shops/cafes personally, but in a recession I don't see they have an alternative to use any strategy they have to get our money.
I worked in a large high street department store at weekends when I was younger. We had to ask every single customer if they would like to open a store credit card.
Every single customer.
Even if they only spent £2.99.
Luckily I was born with a tendency to talk far too much and tended to find that I was quite good at it, as people would open one just to stop me rambling on.
We also had large fluffy toys by the till to sell to all customers at Christmas as well, again, you were penalised if you didn't sell 10 a day.
Sometimes you got a really shitty customer in who kicked off at you for asking. I used to think "Why can't they just say no nicely, instead of shouting at me."
Slightly different but in Monsoon today I was asked, while paying for goods, if I'd like to donate to the Monsoon charity. It feels uncomfortable saying no to a charity, which I'm sure is how they get donations.
LadyFlumpalot? I know the ones (like me admittedly......Sometimes) who open up with Both barrels when upselled/ambush upselled can be bad but imagine if you will about 10 different shops all with staff doing that to one person yes? Then I think you'll see where the anger comes from sometimes.
Also you say you were penalised for not
doing it correc upselling a set amount each day? Do you mean in term of your wages? Because if so they were breaking the law by not paying you what they are/were obliged to in your contract & using upselling as an excuse to change that amount; You might then have had an excuse to go after them legally in such case. Not sure if that's what they were doing mind but if so? It's just a thought...........
I worked in a pub about 15 years ago now and even then we had to ask customers if they wanted 'BECKS? Or mcewans?' loud voice for more expensive lager..
Also 'would you like anything else with that?' when an old bloke orders a pint didn't quite get the responses the brewery hoped for...
Redline Please remember I was a teenager at the time, so the sanctions imposed, while seeming trivial now, felt dire at the time.
Firstly, way back then in the mists of time, the minimum wage was £3.28 (I think, it was a long time ago). We got an extra £1 in our weekly pay for every card we opened. It could rack up quickly.
Also, the managers would do monthly treats, a bowling night, or go for pizza. But only for the top up sellers. As I said, for a bunch of 16-18 year olds, being missed out was serious!
Oh, I can quite understand the rage, don't worry, as an adult now, I often avoid that particular store as I know some hapless teenager is going to have to ask me.
I find it irritating- if I wanted to buy cake or chocolate I would say so - however I know they have been told to so I just say 'no thank you' . I think it would be better to write to the management but can't be bothered- life is too short to get steamed up about trivialities so I stick to 'no thank you'.
Company in trying to make money shock.
I've never had the mishearing thing. Are you sure they're not actually just mishearing you?!
Just say no thank you if they offer you anything else, and smile. Job done.
I know these people are only doing their jobs but it irritates the shit out of me too. The other day I rang Burger King delivery and the girl on the phone asked me if I wanted apple pie with that for only 6dhs.i said no thank you. She said itll put your bill to a round figure so it'll be easier for me. I said no thanks. She starts with how about I add another BBQ sauce on for only 1dhs so that the bill is 55dhs and the delivery driver doesnt have o have change. I may have been slightly unreasonable when I said the driver is to bring me what i ordered, only what I ordered and wouldn't be paid any more than 54dhs because that's all I want, and I expect my change in full. Guess what. It turned up with a fucking apple pie and a 60dhs bill. I sent him away with all the food and gave them hell down the phone.
I thought I'd won. Until I realised I was therefore still hungry and needed to get food from somewhere. I'm a dick at times when people piss me off.
My friend and I stopped going to our previous restaurant of choice because of this.
They started only providing you with the 'specials' menu (where the meals were all twice as much as the meals on the standard menu) and only
begrudgingly gave you the standard menu if you asked.
If you asked for a small glass of wine you always got a big one unless you asked for it by ml instead of size. But now 175ml is their small glass.
Amongst other things where they hover around you and approached you during the meal offering extra sides and running through every 'upgrade' or more expensive 'special' option...
It should be obvious that if you've said "no" to the first 2 or 3 offers that you're not going to bite!
Of course they are businesses trying to make money, but I know other people who've stopped going to this restaurant for the same reason. Which is counterproductive surely!
I don't mind them asking once. And once only.
However, if they were ever as aggressive as described in the op, they would find themselves being asked whether they had a hearing problem.
Where do you live Bertrude?
< ponders the utopia where Burger King deliver, even if they do try to con you >
girlsyearapart I think the brewery knew exactly what the old guys wanted when you asked that - flirtatious staff also increase sales...
Also never had any mishearing going on, and aren't too bothered - also some of them veer between the polite and upselling (asking if there's anything else you want / drink with a meal). Chocolate in Smiths not though, that's more annoying.
Annoys me too. Bought DD shoes (and wellies) yesterday. The sales girl put a tube of polish in the bag and scanned it into the till before she mentioned it too me! When I realised I said I didn't want it, she said "Not many people have red polish". As it happened, I was wearing red boots too, so looked pretty credible when I told her that I did!
company irritating customers and treating their staff badly , customers go elsewhere -SHOCK
YABVU to get mad at the staff as, having worked in retail for a lot of years, I know it's a case of upsell and meet targets or lose your job to someone who is prepared to do it. If all the staff took a stand against upselling and were sacked, you'd be on here complaining about high levels of unemployment! Just smile sweetly and say no politely. It used to really bother me when people like you we're arsey with me for doing the job I was forced to do, and I'm sure you'd hate the thought of the assistant you just barked at going home in tears at the end of his/her shift because you've upset them with your attitude.
However, YANBU to dislike this process as I hate being upsold to, hate having to do it and hate how shopping has become about what the retailer needs to meet their targets as opposed to what the consumer actually wants.
YANBU I love a good rant and get very irritated in similar situations!
I do feel for retail staff though, it's the mill workers industry of 21st century....
Lots of young people on lower min wage, Not really any career prospects in it, very little 'useful' training, on feet all day, implementing shitty policies as you've described & taking flak for it, most people on very low salary topped up with hard to reach commission, very little union representation, and antisocial working expectations; working Christmas eve & boxing day for eg.
It makes me abit when people use the 'tescos creates jobs' argument. Large retailers create unskilled, poorly paid jobs & often force small shops to shut down where people actually might get a skill, like butchers for e.g. Not to mention draining towns of cash to add to their enormous profit take which they invest in opening overseas etc.
I worked for a luxury fashion house (which obv a far cry from tescos!) and people were paid relatively well but it was almost impossible for shop staff to make jump to head office & I did feel very sorry for them.
Large high street retailers have definitively benefitted from state schools poor education levels & people feeling like they have no other options.
Yep fredfred we also had to wear white grandad type shirts which became immediately see through upon any contact with liquids so by the end of a shift pouring real ale they were rather..
And that's why I always wear a vest.
Imagine, a business wanting to make profits! That's kind of the point and how they get to provide jobs.
Just say no with a smile. You'll feel much better for it.
Really you are annoyed by this? Wow.
Just say no thank you. Not hard is it.
I find it vaguely irritating, but just say no whenever asked. I buy what I have gone into the shop for. Asking me to buy other things is not going to make me suddenly powerless to resist the chocolate at the till/pastry with my coffee/etc.
I find it all a bit pointless really.
The upselling by banks I find really annoying, I called Northern Rock, back when it was an up and coming bank to apply for a loan. The guy at the other end kept asking if I wanted PPI on that, I kept saying no, honestly I was really nice at first. Once we got to the fourth or fifth time and after I had explained that Which / Moneysaving etc had said that PPI was a rip off I did get really cross, to point where I said if he asked me again I was going to hang up. This wasn't a quick question but seriously pushing PPI, wonder which product the bank makes the most money on??
In shops, I've never come across the 'mishearing' thing, just say no politely. We know why they are doing it, decide before hand what you want and stick to it.
Preemptive action is what is required.
I have got into the the habit of saying thats all or just this when I am paying or ordering before the shop assistant or waiter has a chance to up sell. It works most of the time and if it doesn't I just repeat it
with an icy stare
This has gone on for many many years. I worked in a bank call centre back in the 80s and 90s and we always had to push PPI and similar, with dire threats if we didn't meet our targets. I remember going to buy a computer in the 90s and being kept there for over 1/2 an hour while they desperately tried to flog us the insurance, until we said we'd had enough and got up to leave.
I started a thread recently about the performance I had trying to get car insurance and people didn't seem to think that was unreasonable . They'd added an extra £50 which was all sorts of extras I didn't want. Got them taken off and she still tried to add it back on at the end "it's only an extra £3.99 a month".
A couple of weeks later the insurance company rings me back to say did I realise I hadn't taken out XYZ and how vital it was. I got really annoyed at that point having had exactly the same conversation with the first person and explained to him in words of one syllable that it might be the best thing since sliced bread but I have no money and I'm desperately trying to cut my expenses.
It isn't the fault of the staff at all but it is so frustrating. Trouble is it must work sometimes or they wouldn't waste time doing it.
Even the Toby carvery are in on the act now! Despite saying what I would like and making it quite clear nothing else was required, they still try to push the "upgrade" on the fecking carvery!
I was in a bank once and I overheard someone at the next table trying to sell someone a loan that was more expensive than her credit card, and a savings account she didn't want over and over with loads of pressure techniques. Customer was clearly not wanting them but was polite and in a sort of trance.
I was at the desk I was at to use the phone and I banged it down and it broke the selling 'trance' and the customer went 'hang on, these are all terrible deals! If you mention them again I am closing my account and naming you as the reason (reads namebadge) 'Tracey'.
The 'sales' person got really angry and vindictive and said 'thanks very much you fool' then tried to complain that I had been aggressive, then smiled and said 'have you reviewed your account recently?' gotta admire banks, they really don't give a shit when it comes to grabbing money and shafting their customers do they!
I hate aggressive up selling. I walk out of shops if when I say no doesn't work, and the assistant keeps trying to sell me stuff.
It happened recently in a well known phone shop, I went in to buy a charger as I broke mine and the person serving me was trying to get me onto a contract with a new phone, they would not accept no as an answer so I left.
If it is aggressive then complain, vote with your feet.
How can a pint of coke still be a pint with ice in it? Do you want them to serve it in a bucket?
YANBU at all. As others have said, it's not the fault of individual staff so I say no politely to up selling but if its aggressive I blacklist the shop. WHSmiths, Starbucks etc. Interestingly you barely get a grunt never mind an upsell in Greggs but they seem to be doing alright.
I rarely went there anyway but the Body Shop have lost my custom forever as the last twice they were so busy being pushy on the sales floor there was nobody serving at the actual till so I left the stuff and walked out. Neither time did they notice...
I count asking if you'd like cash back, stamps or top ups as helpful though, I like that!
yabu to be irked by upselling, but yanbu to be so cross about it, it's the staff I feel sorry for having to demean themselves and irritate customers.
Debbie - there's one local branch of Body Shop I avoid for similar reasons.
I would be happy with a pint of coke up to the line and then a little take to the table packet of ice that I can add to taste.
YABU. It isn't the company's responsibility to make sure you don't eat the 'high-calorie junk' they're trying to upsell you. It's a business. It may come as a shock to you, but they're there to make money.
You would have received a whole lot more sympathy here OP, if you had not described the person doing their job as the "fuck behind the till". You sound like a bit of an idiot tbh.
I get irritated by upselling because sometimes i fall for it - any cake? errr, well i wasn't going to but oh well, they do look nice, ok then. Double up for a pound, well i wasn't going to because i drink too much as it is but well, its only a pound isnt it. But its not the PERSON behind the tills fault, its their FUCK of an employers greed.
I don't think it is the person behind the tills fault or the companies fault. If you don't want cake say "No thank you" or "Oh yes I will have some cake please"
Not rocket science.
I used to mystery shop and had to mark people down if they didn't try to upsell, so not their fault but yes, annoying. I just go into broken record mode. 'No thanks. No thanks. No thanks.'
No it isn't rocket science at all, its pyschology and i don't like mine messed with. I'm pretty indecisive, i may have decided not to have a cake that day (a RARE occurrence of course) because i don't think i should have one for whatever reason, i might be short of cash, i might be thinking i've troughed enough that day but i might actually quite fancy the cake but decided to not have it. Without the upselling i wouldnt have the cake, but the upselling tips me over the edge. If i definately don't want the cake, then i simply say no thankyou but its the times im indecisive that the upselling "helps" me with my decision, i believe this is wrong.
A place it particularly annoys me is Nandos, this is a new phenomenon. I like nandos, its cheap (ish). I have a meal platter and olives, but now up to four times during a meal i will be asked if i want garlic bread, more chicken any sides? Errr, i go to nandos because I want to pay when i order and get the fuck out of there as soon as i've eaten, i then have to wait for a bill if any of my party decides that they really did want the garlic bread that inevitably ends up being desert as it never comes before you finish your meal.
I wouldn't say ice has a taste betty
I have never come across the situations you have described. Staff pushing the offer, yes. But I've never had the problems you seem to and if I did I'd vote with my feet.
Incidentally not all retail staff get bonuses/etc for pushing this shite. I used to work for a high street retailer where you will be bombarded with questions when you get to the till. Loyalty schemes, offers, add ons and pre ordering products as a minimum. It's 'the job' and you must follow the script or face disciplinary action. The staff receive no bonus/reward or any kind no matter how successful they are. The company are of the feeling a job and minimum wage are reward enough!
Oh and don't get me started on insurance companies - im skint right, i need the CHEAPEST insurance i can possibly get. So i go compare the confused fucking meerkat (because im sucked in by their free meerkat toy promotion and my dd is constantly nagging me for them and im a weak consumer!) So i do the online thing, i say no to the extra super barrister should i need legal assistance (why does this not come as standard?) I say no i dont want insurance against bird shit on my car etc etc. Think, hmm, ok thats reasonable - click to buy. Then I get to the company website - its like, £100 more than what the meerkat told me it would be! Why is this, because they have just assumed i want the anti bird shit insurance and super barrister legal assistance, so no thankyou ticked again. No problem. BUT then you get a phone call from the company - are you absolutely sure you can live without this insurance, what if you cause death by dangerous driving, you will be sued for millions of pounds, err no i wont because i drive sensibly thankyou very much, and really, if a bird shits on my car i'll be pised off but i'll take my chances ok. But these people are trained to push and push and push - its a nightmare, they are just doing their job, one that puts them under extreme pressure, i am never (almost never) rude to them and just resort to telling them i want the minimum cover for the car to drive legally because im so rich that these things are mere triffle to me and i'd quite fancy the idea of representing myself in court, it would be like judge judy or summit. Usually works
If you can't say no when someone offers you something, thats your fault, not theirs.
There was a fantastic sketch about this on "smack the pony" the poor waitress was being trained to ask the customers if they "want a lil dessert" but it had to be said in a particular sultry manner, made her sound either demented or like she had just had a tooth out, it was very funny.
WorriedBetty - "Would you like some cosmetic surgery with your angioplasty madam?"
That actually did happen to a friend of mine. She was in a private hospital for a ceasarian and the consulatant asked her if she wanted liposuction included in teh operation 'to get the baby weight off'. She was livid and he then went on to explain that it was quite normal for 'stars and TV personalities' to have this done. That surely is upselling getting close to an unethical level if I ever I saw it.
The whole 'upselling' business in shops just gets my wick. It really is not necessary and am sick of it. I know what I want to buy and I know when I am being upsold. I know staff are forced to do it but it is the whole cynicism at the top of business that annoys me.
I know how business works, I use to lecture in various business schools and I now invest in businesses for a living and really the best businesses do NOT annoy their customers. If a business is overbearing and pushy in its upselling it is usually in trouble and gouging customers for short term gain. It is not a good long term strategy to annoy your loyal customers.
I must be a retail upsellers dream. I tend to want the large version with the curly fries and the pastry and the cheap chocolate etc etc. If I ever don't all it takes is a no thank you.
The only place they can't ever upsell me anything is in the bank. They hate me.
If anyone tries to push chocolate, snack products, sweets at you when you are at the till my advice is say the following.
"Oh no, I have a serious allergy and may need an ambulance if I eat the wrong thing."
That shuts them up instantly as the potential law suit that would follow is certainly a lot more costly than the profit on a bag of sweets.
YABU - it's always gone on. It's really nothing to get so angry about.
It was not happening as much 6 months ago, that's what's added to my annoyance. Business is in trouble.. who can we screw the most?
I think that making staff feel uncomfortable for doing it is fine. good employees will leave and the co will be left with the bad workers who
steal and are lazy who make sensible economic decisions. To mirror what some people say here about businesses - staff are there to make money out of the business. So good luck to the ones who steal from businesses - especially ones that steal from us - the ones who don't pay tax or who try to con us into paying them for services they aren't delievering or didn't say they would deliver.
If they want to be adversarial and their attitude is 'you are a fool if you let us get away with it' then surely ours should be the same towards them. You should get the customers and staff you deserve.
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"Some fuck at the till" - have you really just said that? Jeez, what an awful way to describe someone who's doing their job in the way their employer insists it is done. I have the utmost respect for retail staff and those working in the service industries, usually on minimum wage and working in pretty shoddy conditions. Save your ire for the company bosses, and don't be so insulting to those on the shop floor.
YANBU. I was in sports direct the other day, and bought some shoes. At the till was asked did I want a big bag. I said sure. She then scanned it, and tried to charge me .69p for it! I know its not a lot, but you can't offer something, but not tell you its going to cost you. When I asked her to take it off, she then begged me to leave it on, as she had a target to reach! Sorry, not my problem!
YABU to get so worked up about this. A simple "No thank you" works every time for me.
Was at my phone store renewing my contract and they scanned something and dropped it in my bag. "We've just given you an extra sim with a free 3 month contract... Now let's take down your particulars blah blah blah". Then I ended up arguing with her that I didn't want another sim/contract and that I had a spare pay as you go phone...eventually she took it out and off the bill... (May of been because I was the size of a whale and really hormonal with ds3)
some fuck at the till
That's where I lost any sympathy. Sure, constant up selling is irritating but guess what? You only have to say "no thanks" not get yourself into a blood-boiling, choleric and insulting rage. Because "some fuck" is probably no happier having to up sell than you are to be on the receiving end.
what annoys me is when you buy something vaguely luxuryish and the sales assistant tells you how lovely what you are buying is. To start with I'd be quite flattered and then suddenly everyone was doing it and now I just feel patronised and irritated. Stop it. I am buying it anyway, I don't need extra bollocks with my purchase.
Old thread bumped by media person, people
Even theToby carvery are in on the act now
Bloomin' heck, lock up your daughters and close the curtains!
You are me.
God, we would get on soooo well.
so it is Fives gets me every time!
On that note, have decided never to buy wine in Majestic again as they hassle you for your bloody address every time.
Now if you want to get enraged about people, I'd go for the arsehole who bumped the thread in a blatant attempt to get material for a television show. Yes, that's you, Alex Duncan.
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