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Sounds like a clown show.
This is a common practice (minus the manager documentation part that I know of) for a lot of retail companies. Phone/internet companies, insurance, cold calling spammers etc.
Its annoying as hell. At least knowing about it means I can manage my frustration with the actual person I’m talking to knowing their following a stupid policy. I’ll avoid those places afterwards.
Pro
That sounds like average retail up to the manager “involvement” part. In college I worked for Sprint in a retail store, we did this with insurance. Some people would get frustrated but for the most part nice about it. It’s even more common in the auto sales sector- the number of times I had to say no to the “extended maintenance package” was a joke.
This policy as described likely violates various consumer protection regulations.
Sounds like a great way to piss off your customers and your managers. Now your managers are probably going to have to get involved in many calls how are they supposed to get their work done? And this could be in violation of a reg. Good luck.
Enthusiast
Didn't Circuit City have such a policy about retail workers pushing warranties? Annoying customers to no end was not so good for their business.