Upselling Is Downgrading

(Unfortunately, I am required to upsell the store’s discount card, the store credit card, and a seasonal fundraiser, plus inquire if the customer might need any gift cards, with every single customer.)

Me: “Good morning!”

Customer: *hands me two greeting cards and one paperback book*

Me: “And would you like—”

Customer: “You listen to me. I don’t want your stupid card. I don’t want to hear your spiel. I don’t care what you’re meant to say, I have exactly what I want right here, and I am not spending one penny more. So shut up.”

Me: “Well, sir—”

Customer: “I don’t want to hear another word out of you. Not. One. D***. Word. Understand?”

(I am eighteen and easily cowed. I sell him his cards and book in utter silence. About ten minutes later, during a lull, the assistant manager approaches.)

Assistant Manager: “I hear you didn’t offer someone the chance to purchase a discount card.”

Me: “He told me to shut up.”

Assistant Manager: “Oh. Well, you still should have—”

Me: “He told me not to say another d*** word.”

Assistant Manager: “Oh. Well. He might have wanted a gift card!”

(They eventually let it drop. I’d love to see how they would have handled it!)