# Is This Cheating? **URL:** \ **Category:** In My Humble Opinion\ **Created:** [January 7, 2012, 3:31pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736 "2012-01-07T15:31:13Z")\ **Posts on this page:** 13\ **Page:** 3
**Author:** ![cantara](https://avatars.discourse-cdn.com/v4/letter/c/6f9a4e/32.png) [@cantara](https://boards.straightdope.com/u/cantara)\ **Post date:** [January 11, 2012, 6:10pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736/41 "2012-01-11T18:10:56Z")
GM sounds like a douche…however…I suspect that the questions are supposed to come across as casual conversation than a checklist. It seems that the OP has his cheat-sheet to remind him of the ridiculous number of questions that need to be asked but does not read off it. I would think that the less-smart retail employees may simply end up reading the list to the customers. While I would find having 15 questions asked of me to be annoying I would HATE having a list of questions read to me. Are employees expected to compile the answers and do something with the results? ---
**Author:** ![running\_coach](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/running_coach/32/15836_2.png) [@running\_coach](https://boards.straightdope.com/u/running_coach)\ **Post date:** [January 11, 2012, 6:42pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736/42 "2012-01-11T18:42:14Z")
> [@Really\_Not\_All\_That\_Bright](#): > > Your GM is too stupid to breathe, let alone operate a retail outlet. I always thought that was a qualification. ---
**Author:** ![Muffin](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/muffin/32/4341_2.png) [@Muffin](https://boards.straightdope.com/u/Muffin)\ **Post date:** [January 11, 2012, 8:25pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736/43 "2012-01-11T20:25:35Z")
> [@Hampshire](#): > > The good news: It is not cheating and you have a bright future ahead of you in retail management. > > The bad news: You do not want a future in retail management. LOL! ---
**Author:** ![SpoilerVirgin](https://avatars.discourse-cdn.com/v4/letter/s/4491bb/32.png) [@SpoilerVirgin](https://boards.straightdope.com/u/SpoilerVirgin)\ **Post date:** [January 11, 2012, 9:35pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736/44 "2012-01-11T21:35:38Z")
> [@Hampshire](#): > > The good news: It is not cheating and you have a bright future ahead of you in retail management. The bestselling book [The Checklist Manifesto](http://www.amazon.com/Checklist-Manifesto-How-Things-Right/dp/0312430000/ref=sr_1_1?ie=UTF8&qid=1326317514&sr=8-1) is all about the importance of using checklists. Not only are you not cheating, you are on the cutting edge of current thinking. ---
**Author:** ![kittenblue](https://avatars.discourse-cdn.com/v4/letter/k/ba8739/32.png) [@kittenblue](https://boards.straightdope.com/u/kittenblue)\ **Post date:** [January 12, 2012, 3:11am UTC](https://boards.straightdope.com/t/is-this-cheating/608736/45 "2012-01-12T03:11:29Z")
If a retail clerk is really good they can hit all the required questions without the customer knowing there _are_ required questions. We encourage our staff to find their own words to use, so it doesn’t sound like they are reading from a list. If you really think about the conversations you’ve had at check-out stands, you will notice that sometimes it seems like you are having a normal conversation, but you are actually being led down the list. Some companies are more fanatical than others about the dialogue. One store I used to work at part-time had requirements that we be able to explain the features and benefits of each of our products. Which were pieces of chocolate. Their definition of a “feature and benefit” of a chunk of plain milk chocolate was a lot different than mine. One time while my boss was standing off to the side, clipboard in hand, checking things off as I guided a customer through the decision-making process, my mind totally blanked when I tried to tell him the “benefit” of buying the 24-piece box over the 6-piece box…all I could think of was “if you buy the bigger box you are definitely getting laid tonight, with the smaller one it’s just a strong possibility”. Fortunately that thought didn’t leave my brain. But I did lose points on that damned clipboard. ---
**Author:** ![cornflakes](https://avatars.discourse-cdn.com/v4/letter/c/9d8465/32.png) [@cornflakes](https://boards.straightdope.com/u/cornflakes)\ **Post date:** [January 12, 2012, 3:40am UTC](https://boards.straightdope.com/t/is-this-cheating/608736/46 "2012-01-12T03:40:25Z")
If you were in sales then those fifteen questions would be called scripting, and it would be considered a good thing. ---
**Author:** ![Fear\_Itself](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/fear_itself/32/19637_2.png) [@Fear\_Itself](https://boards.straightdope.com/u/Fear_Itself)\ **Post date:** [January 12, 2012, 12:57pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736/47 "2012-01-12T12:57:36Z")
> [@BeaMyra](#): > > And no it’s not cheating, but if someone is getting 100% and there is money involved, that could be a worry if everyone starts doing it. If the desired behavior increases sales, I would think they would want as many employees as possible to qualify for the pay out. Worrying about the cost of the payouts defeats the purpose of encouraging the behavior. Poor management. ---
**Author:** ![Asimovian](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/asimovian/32/172_2.png) [@Asimovian](https://boards.straightdope.com/u/Asimovian)\ **Post date:** [January 12, 2012, 12:59pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736/48 "2012-01-12T12:59:27Z")
> [@BeaMyra](#): > > And no it’s not cheating, but if someone is getting 100% and there is money involved, that could be a worry if everyone starts doing it. So, remove the bonus incentive and give all the employees a list. That way, every customer gets served the way the company claims to want. Done. ---
**Author:** ![running\_coach](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/running_coach/32/15836_2.png) [@running\_coach](https://boards.straightdope.com/u/running_coach)\ **Post date:** [January 12, 2012, 1:14pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736/49 "2012-01-12T13:14:53Z")
> [@Fear\_Itself](#): > > If the desired behavior increases sales, I would think they would want as many employees as possible to qualify for the pay out. Worrying about the cost of the payouts defeats the purpose of encouraging the behavior. Poor management. But what’s the point of extra profit if it’s not distributed to the undeserving? ---
**Author:** ![Fear\_Itself](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/fear_itself/32/19637_2.png) [@Fear\_Itself](https://boards.straightdope.com/u/Fear_Itself)\ **Post date:** [January 12, 2012, 1:34pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736/50 "2012-01-12T13:34:10Z")
> [@runner pat](#): > > But what’s the point of extra profit if it’s not distributed to the undeserving? If the increase in sales from the incentive does not exceed the bonus paid out, then it is a bad idea in the first place. Poor management. ---
**Author:** ![Crown\_Prince\_of\_Irony](https://avatars.discourse-cdn.com/v4/letter/c/ed655f/32.png) [@Crown\_Prince\_of\_Irony](https://boards.straightdope.com/u/Crown_Prince_of_Irony)\ **Post date:** [January 12, 2012, 5:38pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736/51 "2012-01-12T17:38:29Z")
As for the OP, I don’t think it’s cheating at all. The GM should have either praised you for your dedication, or should have said “Gee whiz, you really need to go through all those questions to do your job? Let’s make this more practical, and easier for you and the customer.” I worked hardlines retail for several years - it’s absolutely ridiculous the hoops they make you jump through to give the customer what management thinks is a “good experience”. Usually it amounts to either fulfilling a corporate checklist or to sell them some extended protection plan that most folks don’t buy. But very few retail mid-level/store managers that I’ve met have much entry level sales experience - if they do, it was so long ago that they’ve forgotten what it’s like to be on the sales floor. I don’t envy anyone who has to sell retail - it’s a really thankless job. ---
**Author:** ![Crown\_Prince\_of\_Irony](https://avatars.discourse-cdn.com/v4/letter/c/ed655f/32.png) [@Crown\_Prince\_of\_Irony](https://boards.straightdope.com/u/Crown_Prince_of_Irony)\ **Post date:** [January 12, 2012, 5:49pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736/52 "2012-01-12T17:49:09Z")
> [@cornflakes](#): > > If you were in sales then those fifteen questions would be called scripting, and it would be considered a good thing. Scripting is only good _before_ you get to the checkout counter, to ensure you guide the customer’s selection process to sell them the optimal product that meets their needs. Scripting **after** the decision is made is a waste of both the clerk’s time and the customer’s. A good checkout script is this: “Thank you for shopping at Big Box Widget Store today. Did you have any questions about the item you’re purchasing? (if yes, answer questions/if no, continue). (hand them a business card if you have one) Please call us if you have any questions about the product you just purchased, and ask for me .” Done and done. The customer leaves with the feeling that you care about their business, and you can get on to the next customer. ---
**Author:** ![Inigo\_Montoya](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/inigo_montoya/32/124_2.png) [@Inigo\_Montoya](https://boards.straightdope.com/u/Inigo_Montoya)\ **Post date:** [January 12, 2012, 10:37pm UTC](https://boards.straightdope.com/t/is-this-cheating/608736/53 "2012-01-12T22:37:21Z")
> [@rachelellogram](#): > > And the GM is dumber than you, much dumber. He’s also used to dealing with employees who are even dumber (and/or lazier) than he is. And this is the way of the world. Regrettably. [Previous page](https://boards.straightdope.com/t/is-this-cheating/608736.md?page=2)