Testimonial #97: A look at the inner workings

Employed by this company for over six years I have been instructed to screw customers and employees as well in a variety of ways. I have worked every aspect of the company from loss prevention to sales manager and while there are some good customer service practices and services that come from the company a majority of direction to management is instruction on how to swindle customers while breaking the employees down into mindless drones. I will mail a variety of examples as time allow me as there are as many to list as there are hours of the day. For now here is a training example on how to "win" over customers. Practice: Mirroring: The "art" of observing customer's verbal cues and body language and duplicating it yourself in an effort to make a psychological "connection" with the customer leading them along in the sale. Exercise: Stand facing a fellow employee and duplicate everything they do. If they stutter then work that into your own speech pattern as you sell; wringing hands, touching the face, picking at the nose all should be duplicated by the sales associate as performed by the customer. Reaction: As we all stood amongst one another forced to practice the ridiculous exercise there was no sense that this would be something that anyone could possible find themselves performing in front of an eager customer. The district sales manager joined in as he put his hand on his hip standing slightly askew as did the giggling young teen that stood in front him. Mockingly the rest of the employees turned the sale exercise into one of trying to get your "mirror" to do the most disgusting thing possible. Result: No one performed this action on the floor causing many to lose their jobs for not following SOP(Standard Operating Platform) and soon the company dropped it from the sale process. Yet another great idea from a group of old men sitting in an office up north coming up with ridiculous ideas based on their lack of real sales floor experience.


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