A former radio station co-worker told me that he'd worked at a record store in the early '90s. The manager was insistent that the cashiers monitor the customers closely and recommend additional recordings based on their buying and browsing habits. (i.e. "I see you've chosen Kenny G's new CD. Did you know that Dave Koz also has a new release out?") While this routine undoubtedly increased the store's bottom line more often than not, I imagine it must have resulted in some rather awkward exchanges, such as:
Cashier: So, I see you've chosen "Absolutely Authentic Sound Effects, Volume 7." Do you know about "Perfectly Realistic Sound Effects, Volume 10?"
Customer: Does that have Ferris wheel sound effects?
Cashier: Um...I'm not sure. Let me check. (Looking at track listings:) Yes! Actually, it does.
Customer: How much crowd noise is there?
Cashier: I'm sorry, I don't know. Would you like to sample it at one of our listening stations?
Customer: Well, I'm in kind of a hurry. I might listen to it some other time, though. I'm all about the authenticity, so the ambiance needs to be just right.
Cashier: So you're looking for screams, shouts, and laughter from the people on the ride?
Customer: Within reason. Their reactions need to sound genuine, not contrived.
Cashier: OK, I'll ring up "...Volume 7" for you, then.
Customer: Thanks.
Upselling: It's an effective revenue enhancement technique for any store--at least part of the time.
