To be so tired of 'upselling'

[scaryclown]

It's just bloody relentless! I took a bike into a nice independent bike shop today. It's a £45 fix, yet all the conversation was about 'time to buy a new bike', every day I say 'single espresso' to be met with 'double?'
I swear I'm going to punch someone!.

Throwing away a perfectly good bike to meet some oily dickhead sales target!?

Jesus

"f you don't specify, we can't put your order through. If we don't ask if they want large (as in they didn't specify a size), a big percentage of customers will complain they wanted a large... despite not asking for it.

So we have to ask, because customers don't ask for what they actually want

So why don't you ask 'what size would you like?' rather than going for 'is that a large?'

One allows the customer clear choice, the other leads them to saying yes for a large.

macdonalds robot window

Its not a robot, its an actual person.

Actually, we get told to ask ''Is that a large?'' Because you are more likely to just say ''Yeah''.

I've been told off for saying ''What size?'' instead of ''Is that large?''.

I realise there is an actual person to talk to. The window looks like a robot and dd used to think it was a robot when she was tiny which is why we call it that. Of course this is up selling

Oh sorry I thought you meant you thought it wasn't a person (some people actually think its not!)

I went to have a treatment at Clarins Beauty Bar in a department store. It was awful because all it was an opportunity for them to get you in a chair for 20 minutes to sell you as many products as possible. I felt really stressed about having to constantly say I didn't need things.

If you don't specify, we can't put your order through. If we don't ask if they want large (as in they didn't specify a size), a big percentage of customers will complain they wanted a large... despite not asking for it.

From what you've said though then medium (or small as you can't have medium and large without small while you can have small and large without medium) is the default. So why do customers need to specify they want medium?

The reason is McDonald's will not assume large is the default as if they did and everyone was given a large whether they specified that or not McDonald's would lose money, as customers would say but I only wanted medium. I think that would quickly make McDonald's accept their medium is the default.

It's not your problem as you only work there but for a customer it's very annoying as it is perceived as upselling.

And as someone else said - then why don't you check "is that medium" rather than asking if you want "large"? It's upselling.

annie Yes, I know its upselling. You're not allowed to ask if its medium, you have to ask if its a large. The point is, we're forced and trained to do it. I don't work for Donalds though, its a different fast food place.

My worst experience was with Zenith windows.

I wanted double glazing and a young chap came round. He wouldn't give me the price. Ages and ages showing me how fabulous the locking system and ventilation was and wouldn't give me the price. He eventually told me it and I said it was too much. This was the days before mobiles (just) - he asked to use my landline to contact his "manager". Stupidly I agreed (was very young) and I actually found myself standing in my own living room with this utter dickhead salesman saying "yes Pete, that's right, this customer just isn't interested in quality!" Fucking cheek, really lost it then - wasting my own time and paying to be ridiculed in my own house. Yelled at him to leave immediately, at which HE got the raging arsehole and started telling me that he'd come in nice as pie and what was my problem.

Sitting in costa this morning and the cashier was trying to upsell to absolutely everyone. Bleugh.

I HATE it!

Assistant at the door of the shop: 'hi, can I help?
Me: 'I don't know what you have that I might like yet, I'm not even in the shop

Post office staff: how long is left on your mortgage deal?
Me: I only want to buy stamps
Post office staff: we have a great deal on
Me: I'm locked in for 2 years, I only want to buy stamps
Post office staff: you might be able to get out of your deal
Me: arghhhh

When I was back home in the UK over Christmas, I noticed that even the self-service tills in W H Smith's upsell to you, when you're trying to checkout and pay. I can't remember the exact wording on the screen, because I quickly clicked the 'NO' button, but I think it was something like 'are you interested in one of our special offers'. Fuck off!

caulifower

Zenith man came round here

Kicked the window to show how strong it was

The window shattered

Brilliant!!!

A few years ago, every time I went to the counter at my bank the teller would ask at the end of the transaction whether I wanted a review of my account "as I notice you haven't had one for a while". I knew exactly what a review of my account would lead to so I would politely decline each time until I got so fed up with the repeated offer I would pre-empt by adding to my request "and before you ask, I don't want a review of my account, thank you".

By the fed up look on the teller's face at each visit, it was clear that they were made to ask the question.

*So why don't you ask if I wanted a medium?

Because the majority of people want large.

And why is it called a medium. That implies that there is a large AND small

There is a small. It's called a Happy Meal.

So why don't you ask 'what size would you like?' rather than going for 'is that a large?'

It takes too long to ask that; it's quicker to ask if it's large. Every second counts (timers on tills) so we have to be fast.

From what you've said though then medium (or small as you can't have medium and large without small while you can have small and large without medium) is the default. So why do customers need to specify they want medium?

Like I just said, there is a small. It's called a Happy Meal. There is no default size; that's why they have to specify their size.

cauliflower - not strictly upselling but I had something similar with a kitchen 'designer' coming to give me a quote ....hadn't lived here long and it was supposedly a local company (it wasn't). Still I can't believe how stupid I was to agree to the visit in the first place. (Blame new born and lack of sleep!)

He was (of course) just a salesman and his 'design' was completely impractical - he really didn't have a clue. And I couldn't get rid of him -he was here for hours. He did the crazy price then phone his manager etc, offer a big discount if I signed up then - it was still stupidly expensive (more than 3x what I paid in the end).
I had said I would always get more than one quote and wouldn't sign up on the spot before agreeing to the visit - I reminded him. It didn't stop him. I said even so I couldn't afford that much just then and he tried to sell me a finance package....something like 'only' £100 a month - for 15 years!!!!
When I said I wouldn't borrow money for something like that anyway, he asked how did I expect to be able to pay for a new kitchen .
As he realised I wasn't going to budge and gave up he became even ruder -said something about me wasting his time ... think you've got that the wrong way round mate!
I really understand why people sign up for things like that just to get rid of them ...I'm stubborn and strong willed and I thought I might (and then cancel as soon as he'd gone). But I was so cross I wouldn't give him the satisfaction of thinking even for a minute he'd been successful.

But haven't they changed the law now - and that is illegal now? If not it should be!

What to about this
Re the most people wanting large, is that just because they have just agreed to the up sell?
When I order I forget to say the size, I always just say yes to the large.

Although I will remember in future orders to ask for the size as did not realise you couldn't start the order until you had the size.

You could say "what size", its shorter than "is that a large"- so does not take any longer and no less polite than is that a large.

It is an up sell- ask your area manager the difference between profit on a medium and large- they will know. Trust me
I do appreciate you are not saying it thinking its an up sell, that's the point, and why McD's is such a well oiled machine.

I think its a bit disingenuous to say a happy meal is the small option, can I get a big mac/wrap of the day/ etc etc as a small?

I generally get the 'double for a £1'. Find that one hard to resist.

Just to answer all the questions about why workers ask the questions and why we don't just ask for size/ not up sell:

WE KNOW ITS UPSELLING BUT WE'RE FORCED TO DO IT OR WILL BE FIRED! IF WE CHANGED IT TO STOP DOING WHAT WE ARE TOLD WE WOULD BE FIRED,

Thank you.

SpareChangeDownTheSofa
We know that. It's been said multiple times.

It doesn't change the fact that it's irritating for customers.

That was in response to Brian who still doesn't seem to get it.

However irritated customers get (which I always do when I shop) imagine how the workers feel spouting the same thing hundreds of times a day. Its exhausting.

Re the most people wanting large, is that just because they have just agreed to the up sell?
When I order I forget to say the size, I always just say yes to the large.

Nope; if people don't want a large they are very clear about it.

Although I will remember in future orders to ask for the size as did not realise you couldn't start the order until you had the size.

We appreciate that

You could say "what size", its shorter than "is that a large"- so does not take any longer and no less polite than is that a large.

No; it's too abrupt.

It is an up sell- ask your area manager the difference between profit on a medium and large- they will know.

I'm fine, thanks.

I do appreciate you are not saying it thinking its an up sell, that's the point, and why McD's is such a well oiled machine.

No need to be patronising.

I think its a bit disingenuous to say a happy meal is the small option, can I get a big mac/wrap of the day/ etc etc as a small?

You could buy a Big Mac/Wrap of the Day etc. and purchase small fries and a small drink, of course, but it will be more expensive that if you were buying medium.

As people, the staff who have to upsell as part of their job also do actually experience it from the customers side too because we go to shops as customers too! We also have to spout it to every customer we serve in case they are a mystery customer or there is a lurking manager. Then we get to listen to it when we do our own shopping.
It's so bloody irritating - but I'm always polite about my refusal because I know that it's bad enough trotting it out to a polite customer, it's awful when someone decides to be a smart arse and sarcastic with you, or gets annoyed I just always wanted to say "send those thoughts to head office and something might get done because being arsey and sarcastic with me does fuck all because no fucker listens to us shop floor staff anyway!' But I'd just have to stand there and take it. One of the reasons I'll avoid retail work and big chain pubs/restaurants if I can for a job. Really got to me some days!