AIBU to wish Superdrug would row back on the hard sell at the till?

[Shortysoso]

On Saturday I was offered three items, not a problem, it's the weekend, I wasn't in a hurry. The assistant went on a bit about the mascara but it didn't really bother me. Today I nipped in on way back from medical appointment to buy one thing quickly and the assistant just wouldn't stop - hand gel, mini hand gel, then how about two nivea lip balms for only £2?

Enough already! I know what I want to buy, by all means stick offers in baskets so the generally very long line of people waiting to pay can view them at leisure but stop holding up the queue, irritating the customers and asking staff to do something which can't be enjoyable.

It seemed the assistant today had to get through the script even though I politely indicated I only wanted what I had already chosen to purchase.

NB I wasn't rude and never would be but it's a bit wearing for all concerned surely?!

Yes it's a bit annoying, although not for me as I've never come across and assistant who had to get through a script, they've just accepted me saying 'I don't want anything else thanks.'

So that part's not annoying but it is when the people in front in the queue show an interest, meaning a small queue can take ages.

Ex Superdrug employee here - we had to do it! Literally a warning-worthy offence if you weren’t actively selling the special offer products at the till, or, even worse, talking about the SIM cards in more recent years. Everything is target based even at a basic sales advisor level. They feel as shit doing it as you do having to listen to it 😂 definitely wearing for everyone involved!

I don't find they give the hard sell so maybe it is the particular Sales Assistant who is over-zealous?
I find it a bit irritating in any stores to be asked if I want something at the till (Savers, W H Smith). I just say "I have everything I want. Thank you." (whilst thinking "FFS, If I wanted it I'd have picked it up on the way around").

Agree, I hate this. Usually it makes me pick boots over superdrug unless only superdrug has the item or it is significantly cheaper there.
It seems so dated and I'm always surprised they still do it! Surely it only annoys people and the staff?

I had this a few weeks ago in my local Superdrug! I had popped in really quick to grab something from the medical aisle so wasn’t just buying random bits had gone in there to buy this certain item as boots had sold out. Anyway I was at the till and the girl offered me perfume then chocolate I politely declined both with ‘nope all good thanks I just needed this item’ I then got back will what about the hand sanitizer wipes that are on offer and apparently I definitely needed at the moments. Again I declined, it was then met with a huff and a eye roll from the cashier. Has put me off Superdrug and in future will be shopping else where.

I understand they have targets to meet as I use to when I was younger and worked in retail but we had to offer 1 item not continuously ask someone about 3 different items. Personally feel it’s too much now and does put people off shopping in these places.

@GreenTangerine

Ex Superdrug employee here - we had to do it! Literally a warning-worthy offence if you weren’t actively selling the special offer products at the till, or, even worse, talking about the SIM cards in more recent years. Everything is target based even at a basic sales advisor level. They feel as shit doing it as you do having to listen to it 😂 definitely wearing for everyone involved!

Used to work at Claire's Accessories which was the same, you knew it was going to annoy people but you'd get in trouble if you didn't. Very frustrating.

I agree, I hate it too and it slows the queues down so much I’ve abandoned my basket before when I’ve nipped there on my lunch break. The most bizarre bit is the SIM cards - I came here to buy plasters, I already have a SIM card thanks!

when shopping resumes; fortunately our town has Home Bargains and Wilko so there's no need to go into Superdrug, because this really annoys me too. The branch also has shrieky loud music.

they aren't even cheap any more, nearly as pricey as Boots!

This annoys me too - WH Smith used to do it with offers on chocolate which was very annoying when shopping with the kids.

Once in Superdrug the assistant pushed the special offer items towards my side of the counter as she was asking me if I wanted them. I declined each item politely but she left them there while she put my items through the till.

My then 5 year old daughter used to like helping me by packing the shopping and without me noticing packed one of the items in my bag. I discovered it in the bag later and had to go back and return it. I was so annoyed that I was put in that position.

I don't get a hard sell at my local shop, they just mention one thing - usually the half price perfumes.

They are much better than Boots who never have enough any staff around and got all uppity about people daring to buy make-up in the first lockdown. I don't shop there anymore and would only go there now if I were desperate for medicine.

I assume the selling works with some people, otherwise they wouldn't do it, but I dislike head office staff in their ivory towers imposing stupid rules on customer-facing staff. However, I doubt anyone is doing mystery shopping at the moment to check staff are doing it .

The way to stop it is never to buy anything offered at the tills. If nobody took them up on the offers they wouldn't do it so it must be worthwhile at the moment

Yep they have to do it. I worked in card factory and had to up-sell tape and pens all the time. I used to stop when the manager was out of ear shot because it was infuriating and time consuming.

I don't know if it's just my resting bitch face, but I rarely get a hard sell in response to my "no, thanks". It's annoying, but it's part of their job, so I understand it. I think the thing is to just look really bored and monosyllabic rather than approachable or interested.

I work for Superdrug and believe me, no one likes upselling at the till but as previous posters pointed out, it is something the has to be done. It can lead down the disciplinary route if you aren’t asking customers. It’s part of the job description.

We know customers don’t like being asked and we don’t like asking. But we’ve targets to hit and need money in the till. And unfortunately it is successful, you know the stores that are asking and the ones who aren’t - it’s clear from the results.

They do the same thing online now! I was ordering some stuff yesterday, and just before the payment page, they'd added another page asking if I was sure I didn't want some of these other random items...

Agreed. Debenhams was bad for the store cards. I’m not a fan of having to repeat myself. I only say no thanks once. Any other requests are met with silence.

Its annoying but they have to do it. I'm not sure how it works in superdrug but when I worked in a bar the company I worked for would have a deal with a big drinks company (lets say coke for example) and you would have to have coke displayed correctly and every time someone wanted a coke you would have to go through a whole spiel - would you like a can or draught? a pint or a half would you like ice? would you like lemon/lime? The customer would always look irritated by the end of it and you had to ask them EVERY time and for EVERY drink. Coke would sometimes send in a mystery customer and you could get fined if you didn't ask the correct questions - or if they heard you not ask someone else the correct questions. Even if that someone else was a regular customer who came in every day and always had their coke in the same way and it was actually really bad service to not remember that.

Someone needs to tell the powers that be who set these rules that staff have to do this in certain stores that it's fucking annoying, and the main impact on customers is putting them off from shopping there again! I hate it too.

Last time this happened to me in Superdrug I walked out without paying- did feel crap, but I said repeatedly that I was in a hurry and could they just take payment.

She wouldn't take no for an answer and was so pushy that I thought sod it and went to boots.

Savers is even worse. Forever trying to flog you Davidoff Cool Water or the latest Britney Spears perfume when you just popped in for some loo cleaner.

Yes very pushy. I just want to pay and go!

I always think this kind of behaviour makes a shop seem low rent. I kind of avoid superdrug now.

Very irritating!

You don't get it when you order online.

I remember having to do this when I worked in Clinton's. It was the worst, it was pen for charity and the managers would lay it on thick that we weren't asking for the company it was for charity. Didn't you want to help the charity?

I hated it. It was my first job in a shop, I was only 16. I used to ask to go and tidy the shop floor rather than be on the tills.

I hate this and W H Smith is as bad. I am paying for some birthday cards and am offered a giant bar of chocolate. Then handed a zillion vouchers for other things.