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
