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?
