Day 006 - 05 Jul 94 - Page 28


     
     1        A.  I call it size clarification.  Suggestive selling was
              the basic term used in the OPs manual for many, many
     2        years, suggestive selling, alla: "Would you like an apple
              pie with that order, sir?"  "Would you like a drink with
     3        that, madam?"- if something was omitted, as a customer
              convenience.
     4
         Q.   So, basically, one of the things you train staff to do is
     5        encourage people to buy more than they originally asked
              for?
     6        A.  We clarify the order, yes.
 
     7   Q.   You "clarify the order"; that is not what quite what it
              is?
     8        A.  Your question is not realistic.
 
     9   Q.   Why not?
              A.  It is not the way it works.  If you ever worked in a
    10        McDonald's restaurant, you would know.
 
    11   Q.   Know what?
              A.  You would know how the system actually works and
    12        follows.
 
    13   MR. JUSTICE BELL:  What has been put to you- it may well assist
              the customer to make sure that they have all they would on
    14        reflection like to eat or drink, but since you are in the
              business of selling food and drink, it is a way of giving
    15        them the opportunity of ordering more?
              A.  Or saying "no", whichever.
    16
         Q.   Yes, but do you not hope that they might order more?
    17        A.  Well, surely.  Equally, I hope that they are aware of
              what may be on offer in restaurants of some special value
    18        and take the opportunity to suggest to people what is
              there.
    19
              A large part of our business, as I mentioned earlier, was
    20        take away, and what I hate to have happen is someone go
              through the drive through, omit an item for whatever
    21        reason and find themselves half a mile down the street on
              their way home, unhappy:  "Oh, my goodness, I forgot to
    22        buy the desserts I was asked for".  There is an element of
              clarification, there is an element of selling, there is an
    23        element of routine and procedure we like to follow with
              every customer.
    24
         MISS STEEL:  So you feel generally you do it for the benefit of
    25        the customer, not for the benefit of your company?
              A.  It is a mutual benefit. 
    26 
         Q.   Do you think if someone said they wanted fries, that if 
    27        they wanted a large fries, do you not think they would
              just ask for it?
    28        A.  Do I think they would have asked for large fries?
 
    29   Q.   If they wanted large fries?
              A.  There are three sizes of fries on McDonald's menu. I
    30        sometimes need to clarify which size it actually is. There
              is large like very large, large like medium size, there is

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