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How to turn shoppers off your up-sell

In a food shop the other day the server said No drink with that? It was kind of like a command to put purchase a drink in addition to what else I purchased. It made me think about what we say at the counter and how a poorly constructed sentence which should up-sell could fail.

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Newsagency management

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  1. Dean

    There is a bakery I go to sometimes and I will ask for “one donut” or “one whatever”, and automatically I will always get back “you want one or 2”. It drives me mad and I don’t go there often as a result.

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  2. Mark Fletcher

    Yeah, sometimes people behind the counter get caught up in their script that they forget to be human.

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