Thursday, December 28, 2006

Retail Sales Training - Dealing with Refunds

It's the post-Christmas season and more likely than not, your store is dealing with it's share of refunds. Although this is an undesirable aspect of retailing, it comes with the territory. Here are few tips that can make this less stressful and challenging.

1. Be proactive. Instead of ignoring people who are returning an item, take the the initiative and approach your customers with the intent of helping them. This will help you stand out and differentiate yourself from your competition .

2. Listen to them. Many refunds are caused because the customer has no need for the product or item that was given to them. Or, in some cases, it's because they can't figure out how to use it. Listen carefully to your customer's reason because it leads us to the next point.

3. Try for a different sale. Many people are looking for a solution to their probelm, not getting their money back. When you listen to the primary reason behind the refund you can often identify other items that may be of use or value to that customer. Don't be afraid to suggest an alternative solution.

These points are particularly important if your store has a designated area for refunds such as a customer service desk or counter. Far too often, the individual's working this area act like robots instead of human beings, and as a result, lose the personal touch and the opportunity to make an additional sales.


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