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.

11 Secrets of Lexicographers

Fotokresba/iStock via Getty Images
Fotokresba/iStock via Getty Images

Merriam-Webster defines a lexicographer as “an author or editor of a dictionary.” The job sounds simple enough, but the work that goes into researching and writing definitions like the one above takes a unique combination of skills. Lexicographers have to be passionate about words without being pretentious, knowledgeable without being overeducated, and analytic enough to treat language like a science while being creative enough to define tricky words like art and love.

To learn more about what goes into being a lexicographer, Mental Floss spoke with a few from the world’s top dictionaries. Here’s what they had to say about where they find new words, what goes into the editing process, and how they really feel about defining literally as “figuratively.”

1. Being a lexicographer doesn't require a specific degree.

There are a number of different paths you can take to get into lexicography. Most people who write and edit dictionaries come from some sort of humanities background, but there’s usually no specific degree or training required to become a lexicographer. Emily Brewster, a lexicographer for Merriam-Webster since 2000, double-majored in linguistics and philosophy. She tells Mental Floss, “A lot of people have an English background. There are some editors who have linguistic backgrounds. But really, when your job is defining the vocabulary of the English language, expertise in any field can apply. We have science editors, we have people who are specialists in chemistry, specialists in law, so any kind of expertise can make you a better definer.”

According to Jesse Sheidlower, a lexicographer who worked for the Oxford English Dictionary and Random House Dictionaries, an education with a focus on lexicography specifically can actually be a turn-off for employers. “There was a university that once offered a degree in lexicography, but no dictionary house would ever hire someone with a degree in lexicography [...] In general, the people who are going to be teaching it that way are probably not experienced practical lexicographers, and the kind of things you need to do the job are rather different than what academics would study if you were studying lexicography.” Students studying lexicography at Université de Lorraine in France, for example, learn about etymology, polysemy (the existence of multiple meanings for one word), and lexicological analysis. A class can provide helpful background on the subject, but it won't necessarily equip learners with the skills and instincts they need to find and define new words.

Too much education, regardless of the subject, can also hurt someone’s chances of working for a dictionary. “In general you want someone with some but not too much training in some kind of general humanities discipline," Sheidlower says. "Not someone with a Ph.D., because people with Ph.D.s tend to think you can spend the rest of your life studying things, and when you’re actually working for a dictionary you have a list of 50 things you have to get done by the end of the week. The fact that one of them or all of them might be super interesting doesn’t mean you can spend three weeks studying the same thing.”

2. Lexicographers don’t decide which words are "proper."

The role of dictionaries is largely misunderstood by the public. Lexicographers don’t decide which words are valid and dictate how they should be used. Rather, they find the words that already exist and do their best to represent how they’re being used in the real world. “This is something non-lexicographers in particular have problems with,” Sheidlower says. “But the role of a dictionary is not to say what is correct in any sort of sense handed down from above. It is to say what is in use in language, and if people are using something different from how it’s used traditionally, that thing is going to go in regardless of whether or not you like it.”

3. Lexicographers know their decisions can create controversy—and not always for the reasons you’d think.

Even if lexicographers don’t think of themselves as linguistic gatekeepers, many people see still them that way. That can cause controversy when a word or definition makes it into the dictionary that people don’t approve of. One recent example is the inclusion of the word they in Merriam-Webster as a non-binary pronoun. “That’s been getting a tremendous amount of attention,” Sheidlower says. But as he explains, the dictionary didn’t make up the usage—it simply acknowledged its existence. “Singular they goes back to the 14th century—even nonbinary they goes back to the 18th century. ... New isn’t necessarily bad, but those things aren’t new.”

Words that fall outside sensitive social and political arenas can also stir outrage. A classic example is defining literally to mean "figuratively." “People hate that, they hate it so much,” Brewster says. “But it’s old, it’s established, and if we didn’t enter it, we’d be saying the word is not used this way, and the word is used this way and it’s been used this way since Charles Dickens. It’s not really our place to make a judgement if a word or a use is a good word. Our job is to report words that are established in the language.”

4. Lexicographers add hundreds of new words to the dictionary each year ...

Language is constantly evolving, which means that a lexicographer’s job never ends. Brewster estimates that roughly 1000 words are added to Merriam-Webster.com each year, including new senses of existing words. The most recent batch consisted of 533 new terms and uses, ranging from highly specific words like non-rhotic (the Bostonian habit of not pronouncing the letter r unless it’s followed by a vowel) to Instagram-friendly slang like vacay.

5. ... But lexicographers also have to be choosy.

More new words enter the lexicon each year than can fit between the covers of even the most comprehensive dictionary. To give readers an up-to-date picture of the English language without overworking themselves, lexicographers have to be selective about which words make the cut. As Brewster explains, every word that goes into the Merriam-Webster dictionary meets certain criteria. “We have to have significant evidence of a word in use over an extended period of time,” she says.

Those standards are a little vague for a reason. Taking the popularity and staying power of a new word into consideration, editors get to decide what counts as “significant evidence” and an “extended period of time” for themselves.

Brewster elaborates, “For example, the verb tweet as in the Twitter sense erupted very suddenly in the language. So that was a case in which very quickly it became clear that our readers were going to be served by having this term be defined. You can contrast that with a term like adorkable, it requires a longer amount of time before it meets that criteria of being in the language for an extended period of time because we don’t want to enter words that nobody’s going to be using in five years.”

6. Lexicographers struggle with words like love.

Lexicography is methodical and scientific work most of the time, but it can get subjective. If you’ve ever had trouble defining a term without using a related word, chances are whoever wrote its entry in the dictionary encountered the same problem. “A term like art or poetry or love, these are notoriously hard to define because their meanings are extremely broad. You can’t pin it down,” Sheidlower says. “The word itch is very hard to define. Trying to define the word itch without using the word scratch is very difficult. I’ll let you think about that one for a moment.” (In case you were wondering, Merriam-Webster defines itch as “an uneasy irritating sensation in the upper surface of the skin usually held to result from mild stimulation of pain receptors.” Pretty spot-on.)

7. Lexicographers rarely argue over words.

If you’re looking to have spirited debates over the value of certain words with your fellow language enthusiasts, lexicography may not be the career for you. Most of the work is done in silence in front of a computer, and conflicts that get more passionate than a politely worded email are rare. “People think we sit around a table and argue about the merits of a word. Or say, ‘Yeah, this word should get in!’ Or ‘Yeah, this word should never get in,’” Brewster says. ”It’s actually very quiet, solitary work. You can make a case for a word, but it’s all in writing. So when I draft a definition for a word, I will say that we have evidence of it dating back as far back as this date, and it’s appeared in all these different types of publications. We’re not very emotional about these things. I think we’re much more biologists than pundits.”

8. Several lexicographers look at each entry.

Putting together a dictionary is collaborative work. According to Brewster, a single word entry must go through several editors before it’s ready for publication. As a definer—what most people think of when they think of a lexicographer—she sets the process in motion. “Being a general definer, my job is to define all the non-technical vocabulary in the language. But that varies really broadly, from economics terms, like a definition for dark money, to pronouns, to prepositions, and also informal terms, like say twerking.”

After she drafts a definition, it also goes through the cross-reference editor (the person who makes sure any other relevant entries are addressed), the pronunciation editor, the etymologist (who traces the word's historical origins), the person who keys it into the system, the copy editor, and the proofreader.

9. Lexicographers promise they aren’t judging the way you speak.

You may assume that someone who makes a living defining words is a stickler for language rules. But lexicographers might understand better than anyone that there’s no one right way to speak English, and the “correct” version of any language is determined by its speakers. “Sometimes when people learn that I work on a dictionary, they worry that I am judging how they write or speak, and nothing could be further from the truth,” Erin McKean, the lexicographer in charge of the online dictionary Wordnik, tells Mental Floss. “I love English, and I love all the different ways to speak and write English. I'm much more likely to ask you to make up a word for me than I am to criticize the words you use!” So if you find yourself in a conversation with a dictionary editor, feel free to use slang and mix up farther and further—you’re in a safe space.

10. Don't ask lexicographers to pick a favorite word.

Lexicographers know more words than the average person, but if you ask them to pick a favorite, they may decline to answer. "You’re not allowed to play favorites," Sheidlower says. "You have to put in words that you dislike, you can’t spend more time researching words that you do like. It’s not personal [...] Just like if you’re a parent, you’re not allowed to say that one child is your favorite, which is generally the metaphor lexicographers will use when they’re asked that question."

11. The internet makes a lexicographer’s job easier.

For most of the job’s history, lexicographers found new words by reading as many books as possible. Reading is still an important part of their work, but thanks to the internet, they have a greater variety of materials to pull from than ever. Emily Brewster mentions Google Books and online corpora—collections of text excerpts from different places, sometimes related to a particular subject—as some of her favorite sources for researching new words and their definitions and origins. But her most reliable resource is a popular social media site. “I really like Twitter in general,” Brewster says. “From Twitter, I get to a huge variety of sources. It’s a really good network for connecting with all kinds of publications.”

Buckingham Palace Used to Have a Bar For Its Staff—Until They Started Getting Really Drunk

Chris Jackson/Getty Images
Chris Jackson/Getty Images

You don’t have to be a member of the royal family to enjoy some of Buckingham Palace’s spectacular perks. According to Insider, the staff has its own gym, swimming pool, squash and tennis courts, choir, book club, and 24-hour confidential counseling services.

They even used to have a private bar, but management was forced to shut it down after staff members kept getting too drunk. Insider reports that Dickie Arbiter, the Queen’s former press secretary, shared the not-so-posh tidbit in a new documentary called Secrets of the Royal Palaces, which is airing on the UK’s Channel 5 this month.

It’s not clear if a few irresponsible employees ruined it for everyone or if there was reckless over-imbibing across the board. Were the famously stoic Buckingham Palace guards among the guilty? We’ll probably never know—Arbiter kept his comments on the matter concise and rather vague, explaining that staff had gotten “too worse for wear,” so “they had to get rid” of the bar.

Though it’s highly unlikely that the 93-year-old queen was tossing back tequila shots with her ladies-in-waiting, she has been known to enjoy an alcoholic beverage from time to time. Her drink of choice is gin mixed with Dubonnet, and her former chef Darren McGrady told CNN that she also occasionally indulges in a glass of German sweet wine with dinner. “Just in the evening,” he emphasized. “She certainly doesn’t drink four glasses a day.”

Perhaps the possibly brief, definitely wondrous life of the Buckingham Palace staff bar will be covered in a later season of Netflix’s The Crown.

[h/t Insider]

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