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Man, many moons ago when I worked for them, we used to have profiles for types of customers. "Buzz", "Barry" and "Jill" and mainly it was soft stereotypes, and scripts to sell to them. I had managers who got pissy when I wouldn't use the scripts and just talk to people and just listen.

Retail is full of bullshit answers like this cause they want you to know that they want you to be a personality less drone ready to serve a person at a moments notice even if its to your detriment. Dumb shit like this is premium proof