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| *Ostroff, Fair and Company>>>Marketing & Sales |
Customer keep coming back to exchange goods she not happy,what shld sales staff tell her? |
Customer keep coming back to exchange goods she not happy,what shld sales staff tell her? she should have a maximum number of times to return goods. ask her why she's returning an item. make her sign a form and formalize the returns and have a record of her returns. that way, when she comes back, you'll have a record to show her and hopefully keep her from returning items. Generally there is a policy to only allow so many exchanges or returns. I would go that route with a person that continually does this. That way it leaves the staff out of the 'policy' procedure. "I'm very sorry you're having such troubles ma'am, let's make sure you're satisfied this time. Just what didn't you like about this one? Really, so, how can we make this right? Please, take your time, we really want to make sure you're satisfied this time. Are you sure? Please, let me know if I can do anything else to help!" Kill her with kindness, but be a bit agressive about it. Ask questions and make comments like above to kind of shame her into declaring that she's satisfied. IF she's scamming, she probably won't like all that attention, if she's not, you've recovered a customer. either way, problem solved. I already answer the same question this week. Why it is so many customer keep coming back to the sales staff? You should know how to solve it if you know the mistake but the sales staff should know something what ever goods that already sold con not return unless there is a agreement said stock can be return within 30 days. If the stock is under warranty that is another question to ask. before customer return the goods your sales staff have to quality the goods before sale it to customers. Solve the problem before the problem came again and again. the best thing to do is said to the customer are to apologise for the unsatisfactory and try your best to solve it . satisfied the customer and give them a service sure they will come again even your good have problem. Customer will came to you if the service is there and your sales staff do their job in system. |
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