At New York & Company (a women’s clothing store), the woman at the checkout always pulls one of these numbers: “Ohmigawd, aren’t these great? I have three of them in different colors, because they’re just so great. And isn’t this color great? That’s gonna look great on you.”
The first couple of times I thought they were just really stoked about the clothes, but since it happens every single time it must be a calculated attempt to make you feel good about your purchase. By golly, you’ve just bought at great [item of clothing], and now you’re part of a whole culture of smart, trendy women who have three of everything made by NY&Co, and you can’t wait to come back and buy six more Body Shapers and whatever blouse they’re gluing sequins to this week.
(Full disclosure: As I type this, I am wearing a pair of NY&Co jeans and a Body Shaper. But my blazer is from Eddie Bauer, so nyah.)
When I worked clothing retail I would sometimes chat with people about the things they were buying because I was bored and I like interacting with people. We were supposed to push charge accounts but I never did that, I know most people hate that crap. When I worked in the drugstore I didn’t usually talk about the stuff people were buying since who really wants to natter about enemas and toothaches? Well some older people do - I still remember a conversation I had with a retired dentist when he told me about doing a root canal on himself (we were swapping tooth problem stories, slow afternoon!). Nowadays I chat with my supermarket cashiers because I’m in there every other day and it’s just nice to acknowledge other people.
At Blockbuster, I’d chat about the movies people were renting (if they were interesting- if they were renting the Big Movie of the Week, I’d generally leave them alone) largely to fight my boredom. Retail clerks say the same few lines hundreds of times a day, and any variation from routine is nice.
We were supposed to upsell (which we only did when it was secret-shopper time.) Mostly I said “Would you like some candy or popcorn today?” It always shocked me how often it worked. Sometimes we were supposed to upsell programs (like the rewards account) but I only did that if it was actually a good deal for the individual based on their rental history.
People who upsell services really annoy the heck out of me. But if somebody asks me if I want candy or popcorn, the lizard brain is quite likely to answer “yes” for me. In fact, some popcorn sounds good right about now.
Never bothered me. As a sacker (pardon me, “courtesy clerk”) at age 15, I had to do price checks on such items. I’m sure they were more embarrassed than I was when I came back and explained, “No, ma’am, that price is for the ‘regular’, and this is the ‘super absorbent’.”
Friendly supermarket lifer here raises hand [sub]although I thank my lucky stars I haven’t worked the front end in X years…[/sub]
In my experience, the basis of such chit-chat is usually required if there’s a big “customer service” push coming from corporate. Back when I worked the front end, there was a period where we were not only required to ask if the customer found everything OK, but also to make some general chit-chat so it wouldn’t seem like we were just mere cashiering drones. Commenting on what someone’s buying is universally seen as a “safe” topic.
Most customers didn’t mind it a bit. If somebody did, I’d just politely nod and continue ringing up their items.
And yes, there were times I just wanted to be quiet myself and concentrate on the line in front of me. Grrr.
A few months ago, when I was trying to get pregnant, I had a cashier start asking me all sorts of questions about the pregnancy test I was buying along with my regular weekly groceries (couldn’t she have commented on something else?). Then, the elderly lady behind me in line got all involved in the conversation, telling me I should have six kids because children are such a blessing. Sheesh. Just give me my cookies and let me go home!
(I’m another person who feels bad when I’m buying “feminine products” and the shortest line is a teenage boy. )
I talk to people about the books they buy, if it’s a book I’m familiar with, or interested in. It’s not management-directed, I just like talking about books. (I’m kind of nerdy like that)