Its called up selling..
I am one of those dorks behind the counter..
Consol service operators are comming under more and more pressure to upsell, espically if they continue to do frequent mystery shoppers..
If upselling didn't work they would possibly stop doing it, but it does, customers are stupid. You want fries with that? uhuh.
The Consol serivce operator does:
-Not Own fly buys, does not care about fly buys
-Not set the price of oil, does not control world supply and demand, is not a member of OPEC and doesn't set tax rates.
-Serve on busy sites 500-1000+ customers in 8 hours, how many do you serve in your job? Some times the same console service operator may work 64+ hours a week
-Deals with idiots who can't use pumps, druggies, old ladies, bosses, people wanting bonus flybys or special deals, theives, small children, annoying children, annoying parents.
If you have a complaint, write to shell directly, they are the dumb arses that fail to make and ship enough Optimax so there are shortages, They set the price, They make the CSO do these stupid upselling.. CSO's userally want to make life as easy as possible for customers, say hi, was that on credit (90% of the time it is if its not cash), say something about the weather, get them to sign the paper, if its ~$50+ or they are a doctor or accountant or drive a fancy car ask if they want a tax reciept.. If not have a nice day, or ave a good one, or cheers, or catch ya later. 5 minutes later people come back in saying they wanted flybys.. Jesus!
Shell makes most of there money from sweets and instore sales.. So if you write in saying all you wanted to do is pay for food they would prolly put your letter in the DGAF pile.
They don't care, buy fuel from somewhere else, it really doesn't matter, however Car servicing and inshop sales are where the profits are.