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Waiting for the cashier...

May 14, 2017 04:43AM
Most food shops have some type of requirement to wait for the cashier/associate to either offer certain options or ring the order up before asking for add-ons. In the case where certain add-ons are required, I find it hard to just stare at the menu hoping the cashier will do their job properly.

For example, today I asked for a burger. The cashier just stared at me so I asked for the toppings I wanted. Then I studied the menu, the cashier gazed into space quietly. After twenty seconds passed I added a drink. Then back to gazing and a few yawns. I am trying to follow the guidelines: not prompt them and wait for them to total the order. After thirty additional seconds I asked for fries, then they asked anything else and I said no.

I've had similar experiences waiting for an associate to just communicate, not just stare at me. Every time I get to a point where I say something to get things moving. I then sweat it out hoping my report is not rejected.

Do any of you just stand there indefinitely waiting for the cashier or associate to act?

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May 14, 2017 04:50AM
I don't do those shops, but in other situation, yes. These shops are often used to train employees and the company wants to know if the employee is completely oblivious to what needs to be done or simply needs more practice with the pacing . It is his/her job t lead you through the transaction. I have exactly this happen in apartments. I have had many "long awkward pauses" as I am waiting for the leasing agent ask me (over the phone) if I want to come for a tour and (while sitting at the leasing agent's desk) if I want to put down a deposit and start the application process. I simply wait until the leasing agent speaks.... The cashier at the burger joint should know that, if you are staring at the menu, you want something else. If you are taking a long time, you clearly need help. If you haven't ordered a drink, you just might need one.....
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May 14, 2017 11:12AM
In a retail situation recently, an associate said hello, then just raised her eyebrows to prompt me for my question. She didnt use any words. I waited a few seconds for her to speak, but she just raised her eyebrows higher and tilted her head. I went ahead and asked my question. She hit all the right marks after that, but it was a very informal way to initiate a conversation.
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May 14, 2017 12:39PM
And some greetings amount to, "Yes?" With or without raised eyebrows. That is why the clients need us.

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May 14, 2017 12:52PM
Yes, it can be awkward, but I just look at the menu and at the cashier for at least 3 seconds upto 5 seconds or so and then if they haven't offered an item, I continue with the ordering. I write it up as I gave the cashier a chance to do their thing and then proceeded with the shop. To me 3-5 seconds is enough time not to be too awkward.
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May 14, 2017 02:10PM
I don't find it awkward at all... I get to the register, say I want such and such and wait a few seconds to see if she makes it a combo. If she does not and we are required to make it a combo, I say to make it a combo. If they do not offer one and we can't prompt them to ask, then I just order what is required. Of course your shop might have been different than my ordering requirements....smiling smiley

What I find awkward (sometimes) is asking those obvious supermarket questions. I always wonder if they think I am a shopper with those questions we must ask.
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May 14, 2017 04:46PM
Yes, I've had plenty of these where there are awkward silences where I wonder if I'm the one looking stupid. I always try to "help" the person out but when I went to a fast food shop last week and I was not asked by three different people for any of the add-ons I sat there without a complete meal or a drink. lol! I was looking forward to trying the items I was "suppose" to get but was not offered. I was a bit bummed because I drove out of my way just to try this place and did not use but half of the reimbursement offered.

I often fear that I've said too much and if it may get rejected. On those that you MUST buy an item or find out some information I'll wait 20-30 seconds, sometimes. The employees just stand there and don't say anything. I've wondered when I put in my report that I asked a question and they said nothing if they really believe that "Yes, that does really happen!" especially with the supermarket shops.

Some of the questions feel so obvious to me but no one there has asked if I am a shopper yet. I've asked how does the mPerks work and my reward bonus pops up. haha. Obviously, I shop there a lot to have a reward to redeem but I'm asking how does it work?!
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May 14, 2017 05:26PM
Sometimes I will detail in the report that I waited to be upsold or offered whatever they were supposed to offer, and after a long uncomfortable silence of at least 10 seconds (I'm counting under my breath) was still not offered a combo or whatever. I make sure to be very, very, detailed and specific about this particular thing. I have yet to have a shop rejected. If the cashier used facial or body language as Chris Cooper mentioned, i would detail that as well.

This gas station pavement is $%^@*#& hot.
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May 14, 2017 06:59PM
If they announce the total without any add-on offers, I move on to the next step. I've never had one just stare at me without saying, "Anything else?" or telling me the total.

*****************************************************************************
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May 14, 2017 09:10PM
Leslie - one of the msc says if you pause and are not offered the rest of the required meal, then you can go ahead and order the rest of the meal. At least this way, i get the whole meal !
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May 15, 2017 02:30AM
Yes, every situation is different. Initially I would wait 10 seconds maximum before getting things moving along. I was tempted yesterday to see just how "patient" the cashier was willing to be. Again, my main concern is with guidelines and reports that require us to wait for the order to be totaled if not asked.

Being a mystery shopper has helped me be a little more patient.

I sympathize with the situation where we can not add items if they are not offered. I contemplate, do I really want to apply for this shop if I may not be able to include sides or a drink. I appreciate the ones that could care less what we add on, especially if the maximum reimbursement encourages splurging a little.

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May 16, 2017 12:12AM
@isaiah58 wrote:

...Being a mystery shopper has helped me be a little more patient..

Ditto. When sales associates would ask an inane question as soon as you walk in the door, "How do you like all that rain/heat/snow?" I would give a monosyllabic response. Now I realize they are required to say such things, so my responses have become friendlier. MSing has been a positive learning experience for me.
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May 16, 2017 07:21AM
@7star wrote:

Leslie - one of the msc says if you pause and are not offered the rest of the required meal, then you can go ahead and order the rest of the meal. At least this way, i get the whole meal !

Thanks! Unfortunately, this one said you had to be asked specifically. I may try it again as I thought the food was good.
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May 16, 2017 02:47PM
I have to say I have never had a cashier NOT ask if i wanted a combo and a drink.....guess they're well trained here, you always have to wait until they upsell, and they do.....

When you know better you do better....

Oprah
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May 16, 2017 04:33PM
Most of the cashiers have asked me if I wanted to get the required sides. There was one, a manager nonetheless, who didn't ask me. He just stood there with me for awhile until I added the missing items.
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May 17, 2017 01:13AM
@7star wrote:

Most of the cashiers have asked me if I wanted to get the required sides. There was one, a manager nonetheless, who didn't ask me. He just stood there with me for awhile until I added the missing items.

Like 7star, I find the managers are the ones who miss all the points when they take their turn at the register. And like Irene, also in L.A., I never have to wait long for the cashier to either offer more or start to ring me up. But then I do not study the menu while I am waiting. I act like I am done. I have only done shops where I get to order the item if they do not up sell so I still get my full meal.
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May 17, 2017 02:46AM
I think the problem was looking at the menu. That's confusing for some people. Just order your burger and then look them straight in the eye like you are waiting for them. They will either ask if you want something else or give you a total.

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May 17, 2017 05:25AM
And those phone shops where at the end of the call you are supposed to let them say thank you, and/or invite you to visit. And you sit there saying OK then all righty then like five times lol.
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May 17, 2017 11:15PM
@bgriffin wrote:

I think the problem was looking at the menu. That's confusing for some people. Just order your burger and then look them straight in the eye like you are waiting for them. They will either ask if you want something else or give you a total.

I was generalizing, didn't mean for the burger shop to be the only type of scenario. But I understand how your suggestion will work universally. Thanks

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May 18, 2017 12:59AM
One gas pump employee Always just come to the window, nods and says Nothing. I hesitate what feel like an uncomfortable amount of time but is probably a few seconds only and then I request my fuel.

@ChrisCooper wrote:

In a retail situation recently, an associate said hello, then just raised her eyebrows to prompt me for my question. She didnt use any words. I waited a few seconds for her to speak, but she just raised her eyebrows higher and tilted her head. I went ahead and asked my question. She hit all the right marks after that, but it was a very informal way to initiate a conversation.
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May 19, 2017 03:35AM
I just did a dealership shop like this. It was the quietest test drive ever!
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May 19, 2017 05:59AM
Mcav0y, that is really unusual for a salesperson of a high ticket item to not talk. Awkward. Wonder if that person will still be selling cars in 6 months?
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May 19, 2017 02:20PM
Yesterday, after saying I never have a cashier that doesn't offer a combo, I hae a cashier that after ordering my burger looks at me like the cat had his tongue. I wait and nothing, finally I say and fries, then no offer of drink.
The other cashier is friendly, my guy, was asleep at the wheel....and believe i put it all in my report.

When you know better you do better....

Oprah
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May 19, 2017 05:17PM
I hate jobs where we cannot order some items unless the cashiers suggest them, even if the reimbursement would cover them. Why should the shopper be restricted because the employee is not doing their job. I know we are all honest and truthful but the MSC's should realize that such restrictions on ordering will skew the reports. I would guess that there are shoppers who report inccorrectly that the employee suggested the items so that they can enjoy the full reimbursement. If not done blatantly, some shoppers will perhaps pause for an inordinate amount of time waiting for the upsell. This is not a consumers natural behavior and may result in the employee getting a higher evaluation than deserved.

Edited 1 time(s). Last edit at 05/19/2017 05:19PM by kenasch.
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May 20, 2017 03:17AM
@mcav0y wrote:

I just did a dealership shop like this. It was the quietest test drive ever!

The best car sales associates do not say much during test drives. Most of what I say has to do with driving directions. Customers want to hear the vehicle, road noise, maybe the radio, not the sales person.

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May 21, 2017 01:48AM
When you've been shopping for a long time, you will come across pretty much all kinds of scenarios, employee responses, situations. I also keep in mind that many of the employees at the fast food chains earn minimum wage and probably don't have proper training or maybe not even a good manager. I also factor in that some of the retail shops find it hard to hire people so some of the employees don't even speak good english. I ordered a pizza at a shop similar to MOD and the employee didn't understand english that well and acted like i was crazy when i ordered double spinach as a topping.


@Irene_L.A. wrote:

Yesterday, after saying I never have a cashier that doesn't offer a combo, I hae a cashier that after ordering my burger looks at me like the cat had his tongue. I wait and nothing, finally I say and fries, then no offer of drink.
The other cashier is friendly, my guy, was asleep at the wheel....and believe i put it all in my report.
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