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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Supermarket checkout chit chat - Love it or hate it?

155 replies

TaliZorahVasNormandy · 30/09/2014 13:17

Not really a AIBU.

I've just had an interview for tesco for the checkouts, they had me shadow someone for an hour. Apparently I didnt interact enough with the customers, I chatted with some, did polite, Hello/do you need help packing/goodbye stuff. But I'm aware some people really dont want the chit chat.

So Mumsnet, do you love it or hate it?

OP posts:
MrsMcColl · 30/09/2014 13:21

I hate it. See no need for it at all. I need all my energy and concentration for bag-packing - I don't have enough for chit-chatting too. And it's all so pointless: 'Busy today?' Yep, I'm pretty busy, that's why I just want to pack, pay and GO.

tiredoutgran · 30/09/2014 13:22

Hate it, the pleasantries are ok but when you get a customer that just won't go and your stood behind them whilst they finish their chit chat (long boring tale) is infuriating. When I am busy trying to pack a shop I don't want the operator to be chatting away with me, they should be concentrating on the job.

Good luck with the job

NamesNick · 30/09/2014 13:25

I'm a talker. to everyone Smile

dp laughs (and cringes) at how I chat away to anyone.

but my chatter lasts from the moment of scanning to thw moment I get my receipt. then im gone...

partialderivative · 30/09/2014 13:26

I like a bit of interaction.

I don't like customers who treat the cashier like an automaton.

daisydee43 · 30/09/2014 13:28

depends what mood im in but generally nice to hear something other than the classic phrases

TheLovelyBoots · 30/09/2014 13:28

I'm familiar with the majority of the the checkout people at my grocery store, and I find them quite pleasant to chat with.

I think in customer service you have to adapt to the person you're dealing with and form their foil. That's just business.

HappyAgainOneDay · 30/09/2014 13:28

I hate it from both sides. If I'm the customer, I want them to concentrate on scanning my things and getting the money right not chit chatting about nothing.

I had a temporary job with Tesco 5 years ago and went through the same training. I wanted to concentrate on what I was doing. Yes, I know it's not hard but I didn't want to get anything wrong. I made the odd comment to a customer about something on the conveyor belt (Having a party? sort of thing if there were lots of salads and french breads) but that's about it.

We also had our scanning speed monitored. The fastest was mentioned on a staff board as Scanner of the Week with something like 875 items per hour. That equals about 14-15 per minute and includes giving receipts, bags and helping to pack. As a customer, I find that Sainsbury's is much more relaxed about it although they might well have scanning targets, too.

Original poster
TaliZorahVasNormandy · 30/09/2014 13:28

I should point out that the person I shadowed didnt really do much of the chit chat either.

OP posts:
DontDrinkAndFacebook · 30/09/2014 13:29

I don't mind exchanging a few pleasantries so long they are genuine and spontaneous and so long as as it's not holding up the people behind me, but I hate it when the checkout operative is obviously just doing as they are told by making banal conversation. It's usually about the weather or about an item that i've put on the conveyor belt Hmm It's so staged and forced, I'm amazed the powers that be don't realise that we see right through it.

cherrybombxo · 30/09/2014 13:29

I hate it, but then I'm a bit antisocial and don't want to talk to taxi drivers or hairdressers either.

Princesspond · 30/09/2014 13:33

I quite like a chat, what I hate is that the staff have to do it and as you say they get marked down if they don't

WeAreGroot · 30/09/2014 13:35

I don't mind a quick "Hello, how are you?" but hate being nattered at.

There's a bloke at my local supermarket who actually holds items hostage if you don't have in depth conversations with him. He'll ask a question whilst he scans something but then won't let you have it until you give him your full attention and answer him Hmm

Original poster
TaliZorahVasNormandy · 30/09/2014 13:36

I wouldnt mind doing the chit chat if the customers actually wanted it, I dont like the idea of harassing customers to talk when they clearly dont want too.

OP posts:
FunkyZebraHat · 30/09/2014 13:37

I don't mind it if it's appropriate. Telling me about your dodgy tummy whilst scanning my food is not. Nor is "why do you use a wheelchair?"

Original poster
TaliZorahVasNormandy · 30/09/2014 13:37

Groot That would bug the hell out of me and I'd probably complain, that is just taking too far.

OP posts:
puntasticusername · 30/09/2014 13:40

I like to say hello and be friendly - especially if the checkout person feels the need to tell me how beautiful my baby is, I can always cope with that - but I don't usually want big long chats, I find it a bit intrusive.

In general, I think it's all fine as long as the checkout person has the wit to figure out whether the customer is welcoming the conversation or not, and the sense not to get the hump if it is rebuffed.

NoImSpartacus · 30/09/2014 13:42

I always interact with the cashier, I don't like to treat human beings as if they are inanimate objects. A man in Sainsbury's the other day looked v shocked when I asked him how he was, he said no one ever makes convo with him! He said it was nice that I had made the effort. Equally, I think it's a bit rude if the cashier just starts scanning without acknowledging me. But I guess I'm just one of those friendly, chatty types that talks to anyone. British people are by nature a bit reserved and I guess not everyone enjoys passing the time of day with strangers.

NoImSpartacus · 30/09/2014 13:42

Did you not get the job because of your apparent lack of interaction?

Nancy66 · 30/09/2014 13:43

I always say hello. I don't mind commenting on the weather but that's about it.

I don't want to be asked what my plans are for later in the day. I also don't like it when check out staff comment on my purchases.

Original poster
TaliZorahVasNormandy · 30/09/2014 13:43

Punt See Punt, I'd say Hello to you, have a bit of the squee over your baby, maybe ask how old he/she is, then just get on with it, so you can get on with your day, but I guess thats not good enough for Tesco, probably why I dont shop there much.

OP posts:
crazykat · 30/09/2014 13:45

I don't mind a bit of chat at the checkout. What drives me nuts though is when the person in front is obviously friends with the cashier and stands there having a chat once they've paid and holding everyone else up. I know sitting on the checkout is boring as hell but sometimes I just want to get my shopping done and go home. Not listen to someone's conversation and having to stand there like a decoration.

I think the longest I've been waiting for the person in front to finish their conversation with the cashier was over five minutes. It doesn't sound much but when its a morning and I only have limited time before having to pick dd up from nursery it can be the difference between being on time and being late.

Original poster
TaliZorahVasNormandy · 30/09/2014 13:45

Spartacus I havent been told yet, but apparently my lack of interaction worried the interviewer.

Btw, I volunteer at a charity shop, some want chat, some will welcome chat, some just want to buy and leave, I can respect the wishes of the customers and not force chat on them.

OP posts:
Ladyfoxglove · 30/09/2014 13:47

I hate it. Loath it. it's just so embarrassing having a queue of people behind you listening to you intently and watching you as you reply awkwardly to the probing questions about what you've bought < remembers vividly one incident when a young cashier held up a bra and pants set to admire in front of the whole queue>, where you've been and what you are going to do next.

It's all just too personal coming from a complete stranger.

I always try to avoid the 'chatters' in my local supermarket but if I find myself confronted by one, then I reply with standard 'general' answers like 'oh, not much' (when asked what I've been up to) or 'lovely weather for gardening' (when asked what I'll be doing later).

I wish they'd just stick to 'hello' 'would you like help with your packing' and 'that'll be £68 please' and 'thank you.'

They could take their lead from the customers as well instead of instigating conversation and 'setting the tone' of the conversation/interaction.

Like you, I don't like to chit-chat but they seem oblivious or, they've been told to force conversation by their Managers which is worse.

Minikievs · 30/09/2014 13:47

Hate it. Happy to say hello, how are you, nice weather, yes thank you she's 10 months old, no she's my second, he's a boy, at school

That's it. Chat stop, I want to pack and pay. Same with hairdressers. You know I have two kids so please please please leave me to enjoy my hot coffee and rubbish magazine in peace.

But I'm a mardy cow at the best of times.

SantasLittleMonkeyButler · 30/09/2014 13:51

I hate forced chit chat. Some days I have other things on my mind & just want to pay for my shopping & go, some days I am happy to have a chat if a topic of conversation naturally comes up.

Actually, I think that's the key, if a topic presents itself then it feels natural and unforced. If you can tell that the cashier is desperately scrabbling for something to say - but has no doubt been told he/she has to chat - then that's unwelcome & annoying.

And, please, if you do work in a supermarket - don't comment on every bloody product someone is buying! "Ooo, is that nice?" "ooo, is that any different to Heinz/Walkers/any brand?" "Ooo, what's this for?" (said to me once in Morrisons or the classic "Ooo - are you hoping for a yes or a no?" (when buying a pregnancy test in Asda a few years back). I'd rather have 15 minutes on how warm it is for the time of year than a 'commenter'.