The expectations are ridiculous. I understand the importance of selling and credit card sign ups, but they are way too pushy about it. If you aren't making net producer, MCC/tran, usage, UPT, and ADS you would not hear the end of it. You basically have to stalk each customer around the store. If you don't you aren't "helping them." Not every customer needs you to be their "personal shopper" but they don't seem to understand that. It's very uncomfortable to check up on someone a million times and keep bringing and "suggesting" them items when it's clear that they DON'T want to be bothered.
You're also expected to sell the card on the floor, in the fitting room, and the cash wrap. You are told that even if they say "no" you are to push even harder because "no doesn't always mean no. it just means they need to hear another benefit". Give me a break! If you don't sell a credit card for every 10 (or 20 depending on the volume of stores) transactions they would put you on probation and cut your hours. Then they would complain you're not bringing up your stats! Well that's hard to do with only 4 hours a week and you only work during slow times. You're also told to tell people that the more they use their credit card, the more coupons they get in the mail. Which is TECHNICALLY true, but it's a stretch. They basically only get two 15% of coupons and a birthday coupon. But other than that they just send out mailers and random coupons that anyone could use. Once in awhile, they will get an extra 5% off.
They expect you to be customer obsessed (which is only fair) but at the same time complete an entire floor set, do special orders, process freight, and other misc tasks at the same time with no extra hours.
I basically had to change my entire personality. I'm enthusiastic and happy, but not super "bubbly" and hyper. They had a huge problem with that.
They take the "customer is always right" to an extreme level. There is no return policy, and there have been times I was at the store until 11:00 pm (We closed at 9) because we weren't allowed to lock our doors, tell any customers that we're closing, or start any closing tasks until everyone was gone. Customers could also return a worn item that had no tag or receipt simple because "they ended up not liking it after all." There was nothing we could do.
I was an assistant manager and even though I was making standard, a 17 year old high schooler was getting like 5-10 more hours than me because she had more sales. Well of course she did! Her only duty is to sell, she doesn't have 10 other tasks to complete.
