Dina: Condolence cards, huh? Bummer. Who died?
Man: Uh, a friend of mine.
Dina: Hmm. You don't look very upset. Probably not that good a friend. Can I see a death certificate?
Man: I-I don't think I need a death certificate just to buy a card.
Dina: Well, well, well. Look who knows a lot about Cloud 9 store policies. What was your friend's name?
Man: I don't understand...
Dina: How did he die? What did he love? What kind of music was he into? Billy Joel? Everybody's into Billy Joel. Was he a vegetarian or normal? The kind of guy you trust with a lot of money or...
Man: Enough, all right? I see what you're doing, and you're right. By the end, I didn't really know him anymore. May- Maybe I never really knew him. The point is, I wasn't there for him when he needed me the most. [walks off sobbing]
Dina: Hmm. [to a man buying a Bar Mitzvah card] Funny. You don't look Jewish.

Glenn: Mateo. What you doing in here?
Mateo: I'm investigating. What if there is no secret shopper? You ever think that corporate is spying on us with a secret employee?
Glenn: Well, no, but now that's all I can think about.
Mateo: You notice how Jonah never talks about what he was doing before this job?
Glenn: Well, sure, but I just figured he was a criminal. You'd be surprised how many of our employees have been.

Glenn: Okay, guys, nothing else matters but this secret shopper, okay? We need a plan. I know. What if we treated every customer like they were the secret shopper?
Garrett: Nah, that's never gonna work.
Glenn: Yeah, it's a terrible idea.