There is nothing a retailer wants less than for products that have already been sold to be returned and refunded. Those precious dollars that were once on the books are no longer. Some returns may not be significant in price, but they sure do add up, so it is important for any retail store to have protocol and policy for handling these returns so that employees or managers can deal with the problem. This way the customer is satisfied while the store retains its sales. Some simple tips on how to flip those returns into exchanges can save your business a bundle of cash. The first thing a customer service associate should do in the case of an unsatisfied customer is: truly listen to the customer's complaint. Not only do customers want to be heard, but the employee will have a difficult time producing a solution to the problem if they do not listen carefully to the customers statements. The associate should wait until the customer is completely finished speaking before asking any still unanswered questions about the return. Some questions the employee should be considering in their mind are: What is wrong with the item? Why are they returning this product? What does the customer want? Quite possibly, the customer has already answered all of these questions and there is need for the employee to belabor those points. The associate may then proceed in asking the necessary questions to understand the nature of the return. Now that the customer service associate fully grasps the reason for the return and what the customer wants, they can offer any suggestions that might make a simple solution for both parties. For instance, the customer might want a different size or color, or perhaps another product would fulfill the customer's want where the other product fell short. Consider whether a better product is offered or if there are any alternatives that the customer would find useful.
Now this return has transformed into a sale. The associate should realize this is an actual sales pitch they are performing so that both the store and the shopper come out on top. The best way to deal with returns is to offer in-store credit for those items brought back. This will keep those sales within the store. If that is not possible, then telling the customer about current specials or discounts might sway them to do more shopping, or even come back and shop some more. Remember, the most important thing is always to satisfy the customer. The store may take a hit by loosing one sale, but odds are, if the customer is satisfied with the result of this return, they will most like come back to this establishment. Consider some of these returns as good faith that more sales will come. Make sure you offer cash refund alternatives, but be aware of the customers attitude so that you continue to have valued customer service standards in this competitive retail world. About the Author: Ron Maier is the Vice President of S & L Store Fixtures, a leading online provider of retail store fixtures and slatwall solutions. For more information, please visit
http://www.slstoredisplays.com.
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About the Author
About the Author: Ron Maier is the Vice President of S & L Store Fixtures, a leading online provider of retail store fixtures and slatwall solutions. For more information, please visit
http://www.slstoredisplays.com.
