You’ve seen it before. Seems like it started at McDonalds when, no matter what you ordered, the cashier would ask if you wanted an apple or cherry turnover. But lately I’ve noticed the upsell is being pushed on cashiers and their customers with an iron fist. At Albertsons grocery, for example, near every checkout is a basket filled with “Today’s Hot Offer”. If the cashier fails to inform you of the offer, you receive that “hot” item for free. The “hot” item is normally something that nearly anyone would like such as a dozen cookies or donut holes. If the cashier is ringing up groceries for someone who weighs 450 lbs. he/she must try to upsell the cookies or risk having to give them away for free and answer to the manager when the till is reconciled. In a sense, it’s become a mandatory upsell.
One of the strangest upsell items I was offered lately was at the Eddie Bauer outlet. I walked to the counter ready to purchase two t-shirts and was first asked if I wanted to sign-up as a preferred customer at no cost. No thanks. Even though I had my Amex card out ready to pay, the man asked if I wanted to apply for an Eddie Bauer credit card. No thanks. But he wasn’t finished. He walked around the counter and picked up a laptop carrying case on wheels and tried to hawk it for thirty bucks. By this point I was annoyed and told him I just wanted to pay for my shirts and get home. Now I dread going into Eddie Bauer because, although I like their clothing, I feel like a punching bag for their special offers.
Why do marketers at Albertsons and Eddie Bauer continue to pull this crap on their customers? I don’t know but it’s getting to the point where I’m going to try on clothing at the store and then make the purchase online. If I buy a pair of dress shoes at Nordstrom, I have no problem with the sales person asking if I need some dress socks. But asking if I’m interested in luggage when I’m purchasing t-shirts makes no sense. Retailers, respect your customers!
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