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Chris Breisch   .NET Data Practices
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 I’ve been meaning to post something on this for a while now.  I’ve reached my limit of patience with up-selling.   I will no longer tolerate it in any fashion, not even “Would you like fries with that?” at the Drive-Thru.   Here’s what pushed me over the edge.  A few weeks ago I went to a local electronics store to get a new backup battery for my Axim.  You know this chain.  It’s where everyone goes to buy batteries.  They also sell Sprint and Verizon cell phones.

Anyway, here’s my actual conversation with the salesperson:

Salesperson: “How can I help you today?”

Me: “I need one of these batteries.” (holding battery up to him and thinking this is pretty self-explanatory)

Salesperson: (taking the battery from me and heading over to the battery tree) “How many would you like?”

Me: “One.”  (didn’t I say that already?)

Salesperson: (finding the proper battery) “Would you like a spare to have as a backup?”

Me: “No.”  (Ok, how many ways do I have to say I just want one?)

Salesperson: (taking battery and heading over to register to ring me up, noticing my cell phone clipped to my belt) “Have you heard about Verizon’s new family plans?”

Me: “I’m a SprintPCS customer and very happy with my service.” (when’s he going to ring me up?)

Salesperson: “Oh, have you considered getting an additional phone for your wife and doing an ‘Add-A-Phone’?”

Me: “Already set up with that.” (please, God, let this be the last question)

And he finally rang me up.  I left the store furious.  All I wanted was one stupid battery.  Does it have to be that hard?  I should’ve walked out.  I was mostly furious with myself for not walking out.  Well, that made up my mind.  Never again.  Any time someone tries to up-sell to me, I’m telling them they just lost a sale and a customer and I’m leaving.  So far, I’ve left two different fast food franchises and it’s felt very good each time.

Posted on Friday, July 2, 2004 1:44 PM General | Back to top

Comments on this post: My one-man war against up-selling

# re: My one-man war against up-selling
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hmmm... i understand your reasoning for walking about... but I think you are going to be finding yourself without things you need, real soon. EVERYONE will try to sell you more than you need - it's their job. and to be fair to the people who are just doing their job as they are instructed, you should at least say "if you try to sell me anything that I don't ask for, I'm not going to buy anything from you". This will at least give the person a fair chance at doing their job.
Left by Derick Bailey on Jul 02, 2004 2:01 PM

# re: My one-man war against up-selling
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Have you purchased the XP Plus Pack yet? Heh.
Left by Robert Scoble on Jul 03, 2004 8:42 PM

# re: My one-man war against up-selling
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Do you want an xtra Z pair of shoes for your walking?
Left by Rodrigo pineda-Icaza on Jul 05, 2004 11:05 AM

# re: My one-man war against up-selling
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Derick, I do just that. Actually I say, "I'm here for this and that's all."
Left by Chris J. Breisch on Jul 06, 2004 4:48 AM

# re: My one-man war against up-selling
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No, it doesn't come with my Operating Systems Subscription or with the Action Pack. :)
Left by Chris J. Breisch on Jul 06, 2004 6:03 AM

# re: My one-man war against up-selling
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So just because you don't like being upsold, everyone else who wouldn't otherwise be made aware of beneficial upsells should suffer? Just say no thanks. Say it with me: No thanks. Two words, You can handle two little words can't you?
You are upsold everytime you go to the grocery store. What do you think those little racks are that line the checkout isles?
Left by Randy Fricke on Aug 19, 2004 9:32 AM

# re: My one-man war against up-selling
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You are truely an inspiration. I just wish the "movement" were more widespread. I can tolerate one question, but when they persist I see that as "badgering the customer". Up-selling's vile first cousin, collecting info for market analysis, is out there and just as obnoxious, maybe more!!!
Left by Dave Wasilew on Oct 05, 2004 12:36 PM

# re: My one-man war against up-selling
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I love your stance. I'm thinking of writing a post about this same subject. As I googled to find out more info about resisting upselling I found your site.

My bottom line: Once I have explicitly articulated that I am done with my order, any further attempts to sell me is rude.

For the anti-intellectual twits who resort to "they're just doing their jobs," having a job does not morally justify rudeness. I find it hard to believe that one cannot eat and pay for shelter if one foregoes being rude.

Being polite and listening to customers is easy to do and the RIGHT thing to do.

Here's an oddity-- I have the personal policy of declining any and all attempts to suggestively sell me. I live this policy out all the time, meaning I decline every explicit attempt to upsell me. And this is where the oddity comes in... twice I have informed baristas of my policy and they have replied with anger and rudeness. Why? Why get angry at me for articulating the policy? There was no anger seconds before when I declined the upsell, so why would the articulationg of the policy seconds later incite anger and rudeness?
Left by GL on Feb 27, 2007 3:46 PM

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