13 Behind-the-Scenes Secrets of Retail Store Employees

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Getty

If you’ve ever wondered how you managed to spend twice as much as you planned, you may want to consider the shrewd retail employees you’re up against. Here's what we discovered talking to the men and women who ring you up.

1. THEY HAVE JEDI MIND TRICKS.

Retail employees—particularly when it comes to big-ticket items—are trained to steer conversations in ways that have you saying, “I have to have this.”

“You have to be a step ahead in the conversation,” says Larry, a former store supervisor at a northeast Best Buy. “It’s about getting them to admit what they want and controlling the answers you want out of them. It’s a big mind game.” Once you begin to nod your head and agree that a $500 sound system is a better value than the one marked for $1000—and if you came in wanting the $300 option, that's still a sales upgrade—their job is done. “But the second the customer takes over and leads you, you begin to lose the sale.”

2. NICE GETS THE BEST PRICE

Gone are the days when customers can haggle over prices for most goods—but that doesn’t mean everyone gets the same deal. Polite, mannered customers are “200 percent” more likely to walk out the door with a great deal than someone throwing a tantrum, Larry says. “It’s not that we can necessarily adjust prices, but in terms of getting a call when a sale is on, or someone going the extra mile, you get more bees with honey.”

3. … BUT RUDE SALESPEOPLE MIGHT HAVE YOU SPENDING MORE.

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A recent study from the University of British Columbia revealed that shoppers looking at high-end items might actually be more likely to buy when staff play hard to get. Marketing Professor Darren Dahl discovered that rude or “snobby” salespeople made people want to share their exclusivity by purchasing luxury goods.

4. THEY HATE IN-LINE SHOPPERS.

“The indecisive customers are the worst,” says Kay, an employee for a major discount apparel chain. “[Like] still shopping while in line, and telling the cashier to add and remove stuff.” If you haven’t settled on your selection by the time you arrive at the register, expect to be put on the not-nice list.

5. SHOPPING AROUND 5 P.M. MIGHT BE A BAD IDEA.

While this can vary from store to store, the 5 to 6 p.m. window might be the worst time to try and get some real help. “This is during shift changes, which may result in closed tills and more part-time associates helping customers,” Kay says. “The full-timers may care more, as the job is more of a career.” Instead, try shopping closer to opening, when employees are heavily caffeinated.

6. THEY MIGHT PROFILE YOU.

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Despite the fact that no retailer would ever recommend judging a customer based on appearance, salespeople do it anyway. “It happens,” Larry says. “You can rush to judgment, thinking because someone is wearing ratty clothes, all they want is a cable.” But that can backfire: Once, a customer stopped in to Larry’s Best Buy unshaven and covered in paint and filth. “He spent twenty grand. He was painting the room he was going to put his new television in.”

7. THEY KIND OF WANT YOU TO LEAVE A MESS.

While the image of the forlorn apparel employee picking up after the wreckage of a clothes-tossing crowd gets a lot of play, the reality is that stores need you to make a mess: Touching items is a key component of making the move from contemplation to purchase. Holding up that sweater—even if you discard it in a heap—is better than not touching it at all. (This is also why many apparel displays are on flat tables: They want you to put your stuff down so you have two hands to fondle that shirt.)

8. THERE MIGHT BE POO IN THE CHANGING ROOMS.

Many retail Redditors have expressed frustration at the apparent confusion some customers have regarding changing rooms and restrooms. Horror stories abound of salespeople entering clothing areas and finding fecal matter. Why do customers treat the rooms like bus stop stalls? “I cannot comprehend,” one worker said,” why anyone would want to do this.”

9. THE CLEARANCE AREA IS A PURPOSEFUL DISASTER.

If you’ve ever given up trying to make sense of the hurricane that is the clearance section, you’re doing exactly what they want. Stores often leave the clearance area in disarray in order to draw customers back to the neat, organized displays featuring current (and regularly priced) merchandise.

10. BRUSHING BUTTS IS BAD FOR BUSINESS.

In his examination of shopping habits, Why We Buy, retail advisor Paco Underhill observed that customers examining a display in a congested area of a store were likely to experience a “butt brush”—an unintentional collision of backsides as other customers squeezed through. After a couple of brushes, they’d move on without picking out an item, apparently discouraged by the physical contact. Stores that relocated the displays to avoid the scrapes saw sales go up.

11. THEY DON'T NECESSARILY WANT TO SELL YOU ON THE MOST EXPENSIVE THING.

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Depending on the deal the retailer has with a manufacturer, that $700 television might not net as much profit margin as a $600 television—so don’t be surprised if you get down-sold rather than up-sold. And don’t think a premium brand is necessarily in their sights. According to Larry, one major electronics manufacturer was so demanding about displays and inventory management that sales reps preferred not to even deal with their products. “There was almost no margin and we didn’t believe in the product,” he says. “You could get more for less.”

12. THEY MIGHT NOT USE COMMAS IN THEIR PRICES.

Looking at an expensive television or high-end outfit? It’s likely to be priced at $1999 rather than $1,999 because the latter would take longer to say. Researchers have discovered that more syllables in a price tag means a customer may see it as being more expensive—even if it’s simply printed differently.

13. IT’S EASIER IF YOU JUST LET THEM TALK.

Customers, Larry says, are frequently impatient and just want salespeople to get through their canned pleas for store credit, product demos, or add-ons. The problem: They’re not doing it because they like hearing themselves talk. “Someone in the store told them they had to. It’s going to happen one way or another, so if you just listen, it’ll go faster.” If you’re in a weekend rush, well, join the club. “In the end, they don’t want to be there selling a television at 7:30 on a Saturday, either.”

Additional Sources:
Why We Buy: The Science of Shopping.

10 Rad Gifts for Hikers

Greg Rosenke/Unsplash
Greg Rosenke/Unsplash

The popularity of bird-watching, camping, and hiking has skyrocketed this year. Whether your gift recipients are weekend warriors or seasoned dirtbags, they'll appreciate these tools and gear for getting most out of their hiking experience.

1. Stanley Nesting Two-Cup Cookset; $14

Amazon

Stanley’s compact and lightweight cookset includes a 20-ounce stainless steel pot with a locking handle, a vented lid, and two insulated 10-ounce tumblers. It’s the perfect size for brewing hot coffee, rehydrating soup, or boiling water while out on the trail with a buddy. And as some hardcore backpackers note in their Amazon reviews, your favorite hiker can take the tumblers out and stuff the pot with a camp stove, matches, and other necessities to make good use of space in their pack.

Buy it: Amazon

2. Osprey Sirrus and Stratos 24-Liter Hiking Packs; $140

Amazon

Osprey’s packs are designed with trail-tested details to maximize comfort and ease of use. The Sirrus pack (pictured) is sized for women, while the Stratos fits men’s proportions. Both include an internal sleeve for a hydration reservoir, exterior mesh and hipbelt pockets, an attachment for carrying trekking poles, and a built-in rain cover.

Buy them: Amazon, Amazon

3. Yeti Rambler 18-Ounce Bottle; $48

Amazon

Nothing beats ice-cold water after a summer hike or a sip of hot tea during a winter walk. The Yeti Rambler can serve up both: Beverages can stay hot or cold for hours thanks to its insulated construction, and its steel body (in a variety of colors) is basically indestructible. It will add weight to your hiker's pack, though—for a lighter-weight, non-insulated option, the tried-and-true Camelbak Chute water bottle is incredibly sturdy and leakproof.

Buy it: Amazon

4. Mappinners Greatest 100 Hikes of the National Parks Scratch-Off Poster; $30

Amazon

The perfect gift for park baggers in your life (or yourself), this 16-inch-by-20-inch poster features epic hikes like Angel’s Landing in Zion National Park and Half Dome in Yosemite National Park. Once the hike is complete, you can scratch off the gold foil to reveal an illustration of the park.

Buy it: Amazon

5. National Geographic Adventure Edition Road Atlas; $19

Amazon

Hikers can use this brand-new, updated road atlas to plan their next adventure. In addition to comprehensive maps of all 50 states, Puerto Rico, Canada, and Mexico, they'll get National Geographic’s top 100 outdoor destinations, useful details about the most popular national parks, and points on the maps noting off-the-beaten-path places to explore.  

Buy it: Amazon

6. Adventure Medical Kits Hiker First-Aid Kit; $25

Amazon

This handy 67-piece kit is stuffed with all the things you hope your hiker will never need in the wilderness. Not only does it contain supplies for pain, cuts and scrapes, burns, and blisters (every hiker’s nemesis!), the items are organized clearly in the bag to make it easy to find tweezers or an alcohol wipe in an emergency.

Buy it: Amazon

7. Hiker Hunger Ultralight Trekking Poles; $70

Amazon

Trekking poles will help increase your hiker's balance and stability and reduce strain on their lower body by distributing it to their arms and shoulders. This pair is made of carbon fiber, a super-strong and lightweight material. From the sweat-absorbing cork handles to the selection of pole tips for different terrain, these poles answer every need on the trail. 

Buy it: Amazon

8. Leatherman Signal Camping Multitool; $120

Amazon

What can’t this multitool do? This gadget contains 19 hiking-friendly tools in a 4.5-inch package, including pliers, screwdrivers, bottle opener, saw, knife, hammer, wire cutter, and even an emergency whistle.

Buy it: Amazon

9. RAVPower Power Bank; $24

Amazon

Don’t let your hiker get caught off the grid with a dead phone. They can charge RAVPower’s compact power bank before they head out on the trail, and then use it to quickly juice up a phone or tablet when the batteries get low. Its 3-inch-by-5-inch profile won’t take up much room in a pack or purse.

Buy it: Amazon

10. Pack of Four Indestructible Field Books; $14

Amazon

Neither rain, nor snow, nor hail will be a match for these waterproof, tearproof 3.5-inch-by-5.5-inch notebooks. Your hiker can stick one in their pocket along with a regular pen or pencil to record details of their hike or brainstorm their next viral Tweet.

Buy it: Amazon

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This article contains affiliate links to products selected by our editors. Mental Floss may receive a commission for purchases made through these links.

12 Secrets of Spirit Halloween Employees

Spirit Halloween stores are a sign Halloween has arrived.
Spirit Halloween stores are a sign Halloween has arrived.
Mike Mozart, Flickr // CC BY 2.0

When Joe Marver founded Spirit Halloween in 1983, he probably didn’t have any idea his seasonal Halloween store would eventually grow to over 1300 locations in the United States and Canada. But now, seeing a Spirit pop-up materialize in a vacant building has become as much of a Halloween tradition as pumpkin carving.

In order to assist shoppers with Halloween costumes, decorations, and animatronic creatures, Spirit employs a small army of seasonal workers. To get a better feel for what goes into this spooky vocation, Mental Floss reached out to several current Spirit Halloween team members. Here’s what they had to say about everything from customers making a mess to the hazards of trying on a mask during this pandemic-heavy Halloween.

1. Most Spirit Halloween employees really, really love Halloween.

Why take on a seasonal job with no potential for year-round work? If you love Halloween and the macabre, it’s a dream job. “I've never once worked with an employee that didn't love Halloween,” Kota, a five-year veteran of Spirit Halloween in Kentucky, tells Mental Floss. “It's something that all employees have in common from my experience … It's a perfect place to meet people with the same interests.”

2. Spirit Halloween employees are supposed to open costume packages for customers.

Spirit Halloween employees are happy to help with your costume selection.Courtesy of Spirit Halloween

If a Spirit Halloween employee is eyeing you with a little bit of consternation, it might be because you ripped open a costume package. Owing to issues of loss prevention and hygiene—even before COVID-19 struck—Spirit’s policy is to let employees open items and then package them back up. But not every customer is willing to wait.

“Our employees are supposed to deal with opening and closing each and every package,” Kota says. “This way we don't have to worry about things coming out or going into the packages that aren't supposed to. Although we try hard to make it as easy and friendly as possible, some customers would rather do it themselves wherever they may be standing in the store.”

3. Spirit Halloween employees can’t keep astronaut helmets in stock.

Every season brings a different phenomenon to Halloween shopping. In 2018, it was the popular video game Fortnite. This year, it’s an astronaut helmet. Not the suit, just the helmet. The trend is due to the popularity of a smartphone game titled Among Us, which puts the player in the role of a space explorer.

“Despite what you might think, the suits themselves seem significantly less popular than the helmets themselves for reasons beyond my comprehension,” Derek, a Spirit Halloween employee in New Jersey for the past three years, tells Mental Floss. “It's still just a bit too early to say, but if the helmets keep shipping out at the rate they are, in-store stock will probably remain at a near-constant zero. If I'm recalling it right, all of the stores in my area currently have one helmet if any, and no more than five are being shipped to each store.”

4. Spirit Halloween employees can’t believe customers are still trying on masks.

It's probably not a good idea to try on Halloween masks this year.Mike Mozart, Flickr // CC BY 2.0

Despite newfound concerns over touching surfaces or being exposed to infectious particles, customers are still willing to try on masks in the store, even though someone else may have already been wearing it. “Ultimately the pandemic hasn't affected my store, aside from everyone needing to wear face masks while they're inside,” Jayme, a Spirit Halloween employee in Florida who’s worked there for four years, tells Mental Floss. “But people still ask to try things on and … they do still put masks on despite orange signs everywhere saying not to.”

Derek agrees. “If you've bought a mask from Spirit in any of the past seasons, there's a very high chance you're one of at least five people who’s worn that mask, and that's a conservative estimate for some of the masks. Despite the rule, I think I've seen that many people trying on [fictional creepypasta internet character] Jeff the Killer masks just in this past week.”

5. Spirit Halloween employees have seen some spooky things.

While a store full of scary costumes and props is a Halloween lover’s dream, some Spirit Halloween employees say it can also be the site of some spooky events. “An associate and I have both seen things swaying on the shelves as if someone walked by it, though nobody else is in the store,” Jayme says. “We've seen a few shadow movements as if people were hiding behind [a] corner. The funniest one [was] at closing time. One of my associates yelled ‘whoo’ and we heard a guy's voice say something in response. It totally freaked him out. It was one of our sound-activated hanging [animatronics].”

But not all employees get creeped out. “As much as I want to say that I've experienced anything creepy or paranormal, the store's about as creepy as a former Circuit City can be,” Derek says. Still, he's seen some strange things. “The lights used to turn off at the exact same time every day for about a month, there's always been the occasional inexplicable bang or creak, and some of the aisles do get messy a bit too quickly. One time, I was working at the fitting room. I sent a kid back with a previously unopened, dry Morphsuit costume [a full-body spandex outfit] and it came back warm and moist.”

Wet costumes aside, Derek won’t declare any paranormal activity just yet. “If I see a kid go flying across the store, I'll let you know.”

6. Spirit Halloween employees wish customers would stop making a huge mess.

Spirit Halloween employees like to keep stores neat.Courtesy of Spirit Halloween

Owing to the nature of pop-up stores or the excitement over the holiday, customers at Spirit Halloween stores tend to make messes. Big ones. “You could've just finished putting every mask neatly back on the racks, and half of them will be back on the floor before you've caught your breath,” Derek says. “It seems like everyone takes a little pride in the sections they helped set up and the animatronics they built, and that definitely manifests in how we feel about customers messing with those things.”

7. Spirit Halloween employees would prefer you not use the aisle as a dressing room.

Some customers like to try on outfits in the aisle instead of the dressing room, a habit that predated the current pandemic. (Spirit Halloween fitting rooms are closed this season.) Employees would still prefer you not try to dress—or undress—in the middle of the store. “It's very common to find people, mostly kids, trying on costumes in aisles,” Kota says. “We [did] have multiple fitting rooms to try to stop this from happening, but once again, people would rather do things themselves sometimes.”

8. Spirit Halloween employees move a lot of licensed animatronics.

Animatronics are a popular item at Spirit Halloween.Courtesy of Spirit Halloween

Among the most popular items in Spirit Halloween locations are the life-sized animatronics that provide a scary atmosphere for homes or parties. “Animatronics are one of our largest-selling items,” Kota says. “There's a certain group of people that love them and look forward to them annually. Some of our buyers buy them and use them for their haunted attractions. It's always nice to go to one and see a familiar face.”

While Spirit offers a number of original animatronic concepts—the Harvester of Souls being among the more popular—Kota says that customers usually gravitate toward licensed characters. “I've noticed that the most popular animatronics are our licensed ones. Pennywise [from 2017's It] and Sam [from 2007's Trick 'r Treat] have been huge sellers this year as was Michael Myers a few years ago. I've also noticed the ones that stay behind at the end of the season are almost always the swinging animatronics. I think they're interesting, but they don't sell as often as the others do.”

9. Spirit Halloween employees might sell you a used animatronic, but you need to get lucky.

Come the end of the season, Spirit Halloween locations often unload animatronics that were on display and no longer being manufactured. “Older animatronics, if I recall correctly, will stop being manufactured and then sold until it runs out,” Jayme says. “As for the displays, we do sell those at the end of the season. It's just a matter of putting your info on a waiting list.”

10. Spirit Halloween employees meet a lot of cosplayers.

Cosplayers are frequent shoppers at Spirit Halloween.Mike Mozart, Flickr // CC BY 2.0

It’s not just Halloween customers that Spirit Halloween stores service. According to Kota, cosplayers looking for that perfect accessory sometimes show up. “Spirit actually gets quite a bit of cosplayers and I personally think it's a great place to go for more specific items,” Kota says. “I'm sure we get even more cosplayers than I'm aware of since some customers like to talk about it and others don't say much about it.”

11. Spirit Halloween employees get a steep, steep discount once Halloween is over.

Between the standard employee discount and the after-Halloween fire sale available to customers, Derek says that he can go shopping in November and save a considerable amount of money. It’s one reason he keeps coming back. “It's hard to say no to an 80-percent discount during the November clearance sale,” he says. (The regular discount is 50 percent, and employees get an additional 30 percent.) “There's nothing like rewarding yourself after a busy season by spending $150 on, like, five or six things.”

12. Spirit Halloween employees sometimes get holiday shoppers.

Halloween means holiday shopping for some people.JJBers, Flickr // CC BY 2.0

For some customers, a Spirit Halloween store is a perfect place to start their holiday gift shopping. “I made a friend last year with a kid who comes in weekly to see if we have anything new in yet,” Kota says. “He's maybe about 7 years old and [he] and I go around the store almost every time he comes in and talk about new things and animatronics we have. His parents then secretly go around and buy him animatronics and props as Christmas presents. It's so nice to see his love for Halloween all year round. It reminds me of myself when I was his age.”