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Sick And Tired Of The Upsell  
User currently offlineLHMARK From United States of America, joined Jan 2000, 7255 posts, RR: 46
Posted (8 years 9 months 3 weeks 3 days 19 hours ago) and read 2261 times:

Memo to chain store executives and management:

I do not want your discount card. Stop asking me every time I buy a book.

I do not want a subscription to entertainment weekly. I do not want your anti-spyware program; I have my own.

I do not want to upgrade to the DVD scratch protection program, nor do I want the bundled video game hint book for $20 more. Stop telling me how dire the consequenes will be if I don't sign up for the extended warranty. It's an admission that you sell shitty goods.

Stop forcing your employees act like panhandlers. It's damaging to their morale, and it pisses me off. I'm engaging in a fair transaction, is that not enough?


"Sympathy is something that shouldn't be bestowed on the Yankees. Apparently it angers them." - Bob Feller
9 replies: All unread, jump to last
 
User currently offlineAloges From Germany, joined Jan 2006, 8707 posts, RR: 42
Reply 1, posted (8 years 9 months 3 weeks 3 days 19 hours ago) and read 2256 times:

Quoting LHMARK (Thread starter):
I'm engaging in a fair transaction, is that not enough?

Yes.

signed,
your around-the-corner retailer


No.

signed,
the corporation concerned more about shareholder value than customer satisfaction


It all really goes down the drain as soon as share prices become the most important attribute of a business.



Walk together, talk together all ye peoples of the earth. Then, and only then, shall ye have peace.
User currently offlineKROC From , joined Dec 1969, posts, RR:
Reply 2, posted (8 years 9 months 3 weeks 3 days 19 hours ago) and read 2247 times:



User currently offlinePope From , joined Dec 1969, posts, RR:
Reply 3, posted (8 years 9 months 3 weeks 3 days 16 hours ago) and read 2224 times:

The upsell particularly on "buyer protection" plans are huge profit centers for retailers. BusinessWeek recently reported the profit on the sale of these plans represented 100% of Circuit City's net income. See http://www.businessweek.com/bwdaily/.../nov2005/nf20051110_5243_db016.htm

It's amazing how many people buy them. I was at Best Buy the other day, bought a $39.99 DVD player for my daughter and was offered a 2 year warranty for $20.00. Who in their right mind would spend $20 to insure a $40 purchase?

The BW article also said that Walmart is getting into the game and will offer a much cheaper warranty plan. Just goes to show you that their is a sucker born every minute.


User currently offlineNordair From , joined Dec 1969, posts, RR:
Reply 4, posted (8 years 9 months 3 weeks 3 days 14 hours ago) and read 2205 times:

Quoting LHMARK (Thread starter):
Stop forcing your employees act like panhandlers. It's damaging to their morale, and it pisses me off. I'm engaging in a fair transaction, is that not enough?

I agree totally. I will avoid the nuisance of shopping at stores who have an aggressive upsell policy.

This also brings to mind the stores who instruct their check out employees to ask customers if they found everything they were looking for. What happens when a customer says "no"? The employee stands there like a deer caught in the headlights.

At a well known North American chain store specializing in office supplies and equipment, the staff is instructed to ask "Did you find everything you were looking for?" to each customer. I asked one of the employees one day, what are they supposed to do if someone tells them they did not? He shrugged his shoulders and replied, "I don't know. They never said because they don't expect people to say that they have not found what they wanted."

I am not going to say which chain this is, but it does rhyme with the last name of one of Donald Trump's ex-wives.  sly 


User currently offlineA332 From Canada, joined Feb 2005, 1644 posts, RR: 2
Reply 5, posted (8 years 9 months 3 weeks 3 days 9 hours ago) and read 2187 times:

As someone who used to be that guy upselling the goods, I can tell you that it all has to do with the company's bottom line and nothing to do with customer service or satisfaction... period.

In fact, we salespeople were continually penalized and punished for not selling enough extra crap, especially the extended warranty plan.

One bonus though, I use all of the shady "behind the scenes" policies I learned against that company today and always walk out a satisfied customer, no matter what...  Wink



Bad spellers of the world... UNTIE!
User currently offlineLHMARK From United States of America, joined Jan 2000, 7255 posts, RR: 46
Reply 6, posted (8 years 9 months 3 weeks 3 days 9 hours ago) and read 2182 times:

I always feel really bad for the associate who has to try to foist a Protection Plan on me. I don't take it out on him, unless he won't take no for an answer.


"Sympathy is something that shouldn't be bestowed on the Yankees. Apparently it angers them." - Bob Feller
User currently offlinePsa53 From United States of America, joined Aug 2003, 3069 posts, RR: 4
Reply 7, posted (8 years 9 months 3 weeks 2 days 12 hours ago) and read 2148 times:

Quoting Pope (Reply 3):
Best Buy the other day, bought a $39.99 DVD

I bought the same, 4 DVD for gifts.They even read jpegs(slide shows on disc) .Pretty good for the price.Yeah,they offered me the same ESP.
What?Video/Audio technology changes every 6-12 months.No way.
However,I highly recommend buying insurance for your cellular,especially if your under a contract.

Not the extended warranty from the retailers,but the insurance coverage
from your cellular company.It costs about 4.99m(verizon,nextel) 3.99(cingular).There is a 50.00 deductable on most plans,but it's better then paying full SRP for a new phone which most are $200.00+,if you lose it.



Tuesday's Off! Do not disturb.
User currently offlineCaptOveur From , joined Dec 1969, posts, RR:
Reply 8, posted (8 years 9 months 3 weeks 2 days 10 hours ago) and read 2124 times:

Quoting LHMARK (Thread starter):
. It's damaging to their morale

That is the truth.. There is nothing worse than entering into a sale where the buyer is already pissed off or damn close to it and then being forced to try and sell them some other crap. After losing a few dozen sales to the damn upsells it really does hurt your motivation. I gotta wonder if they really make as much off upsells as they lose in pissed off customers.


User currently offline2H4 From United States of America, joined Oct 2004, 8955 posts, RR: 59
Reply 9, posted (8 years 9 months 3 weeks 2 days 9 hours ago) and read 2108 times:
AIRLINERS.NET CREW
DATABASE EDITOR



It's especially irritating when the cashier asks you "Will you be putting this on your _______ card today?"......as if you have one of their cards.

It's tempting to reply with a bitchy remark, but they're only doing what they're required to do.




2H4





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