16 years ago when I worked for Circuit City they had a similar procedure. Sales counselors (as we were called) weren't explicitly instructed to deny the product to customers who didn't want the "cheese" (aka extended service plan or ESP) - but we too were subject to management scolding and eventual firing if we didn't meet our quotas. So there was a significant incentive to tell customers who didn't want the ESP, especially on a promotional item with a low spiff (aka commission) that they should either buy something else or maybe wait around awhile while the sales person ignores you until you leave. From the sales person's perspective, why bother selling a laptop that pays the sales person a dollar or 2 (if it's on sale) and reduces his or her ESP percentage? The only way out is to lie about stock, sell lots of overpriced accessories, or upsell to a higher margin unit with a higher spiff.