LHMark
Posts: 7048
Joined: Fri Jan 21, 2000 2:18 am

Sick And Tired Of The Upsell

Wed Nov 30, 2005 3:33 am

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
 
aloges
Posts: 14842
Joined: Tue Jan 17, 2006 3:38 am

RE: Sick And Tired Of The Upsell

Wed Nov 30, 2005 3:37 am

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.
Don't cry because it's over, smile because it happened.
 
KROC
Posts: 18919
Joined: Mon May 08, 2000 11:19 am

RE: Sick And Tired Of The Upsell

Wed Nov 30, 2005 3:40 am

 
Pope
Posts: 3995
Joined: Thu Mar 24, 2005 5:57 am

RE: Sick And Tired Of The Upsell

Wed Nov 30, 2005 6:41 am

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.
Hypocrisy. It's the new black for liberals.
 
Nordair
Posts: 1080
Joined: Wed Sep 28, 2005 1:36 am

RE: Sick And Tired Of The Upsell

Wed Nov 30, 2005 7:50 am

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 
"It is never legitimate to use the words of scripture to promote a loveless agenda." - Right Rev. Dr. Peter Short
 
A332
Posts: 1421
Joined: Wed Feb 02, 2005 3:58 am

RE: Sick And Tired Of The Upsell

Wed Nov 30, 2005 1:33 pm

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!
 
LHMark
Posts: 7048
Joined: Fri Jan 21, 2000 2:18 am

RE: Sick And Tired Of The Upsell

Wed Nov 30, 2005 1:36 pm

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
 
PSA53
Posts: 2928
Joined: Tue Aug 19, 2003 1:54 pm

RE: Sick And Tired Of The Upsell

Thu Dec 01, 2005 10:21 am

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.
 
CaptOveur
Posts: 6064
Joined: Thu May 06, 2004 3:13 am

RE: Sick And Tired Of The Upsell

Thu Dec 01, 2005 12:21 pm

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.
Things were better when it was two guys in a dorm room.
 
2H4
Posts: 7960
Joined: Tue Oct 19, 2004 11:11 pm

RE: Sick And Tired Of The Upsell

Thu Dec 01, 2005 1:00 pm



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


Intentionally Left Blank

Who is online

Users browsing this forum: aerlingus747, lewis, zckls04 and 30 guests