Day 006 - 05 Jul 94 - Page 30


     
     1
         Q.   You do not think "selling up" is an accurate description?
     2        A.  That is a name, it is a word.  "Suggestive selling" is
              what I grew up with as a young person back in the middle
     3        60's.  It was the word used, I believe, in the operations
              manual for many, many years.  It may still be a phrase
     4        used in OPs manual.  I'm not familiar with the phrase.
 
     5   Q.   You actually mark staff on how well they encourage people
              to buy more than what which they really want?
     6        A.  No, we do not.  Suggestive ----
 
     7   Q.   What, you don't mark them?
              A.  "Suggestive selling" is one of the six steps in the
     8        service procedure we train to.  We mark them on do they or
              do they not do it, in the same way we mark them if they
     9        say "Thank you".
 
    10   Q.   You mark them on whether they smile sweetly at the
              customer?
    11        A.  We mark them on customer contact; whether they are
              looking down at the till or the floor or making eye
    12        contact at the people they are addressing.
 
    13   Q.   Whether or not they smile when they are incredibly under
              pressure.
    14
         MR. JUSTICE BELL:  You have got so much comment in that.
    15
         MISS STEEL:  It is a question.
    16
         MR. JUSTICE BELL:  But it was not a question with much factual
    17        content for the witness to answer. If you want to put to
              him ----
    18
         MISS STEEL:  Do you mark your crew on whether they are smiling
    19        during busy periods, when they are rushed off their feet?
              A.  Yes, we do.
    20
         Q.   You do.
    21
         MR. JUSTICE BELL:  If you want, you can ask whether you mark
    22        them, although I think your last question made it clear,
              when they are smiling when they are working under
    23        pressure?
              A.  We mark them on every aspect of their job performance.
    24
         MISS STEEL:  It is right that the marks they get for  whether
    25        they are smiling enough, whether they are selling up
              enough, whether they are encouraging people to buy more 
    26        than what they really want, those marks go towards whether 
              or not they get a pay rise? 
    27        A.  That is part of the consideration, yes.
 
    28   Q.   Right.  Thank you.
 
    29   MR. MORRIS:  Just one further question on this area at the
              moment.  Is it true that staff have been sacked for taking
    30        food without informing the management?  The staff do get
              free food, yes?

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