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Page 64 AUGUST 2017 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

They're in the store to fill a need; they don't

want to complicate the process with worries as

to whether the salesperson is there to assist

them or just to get at their wallet.

SETTING CUSTOMER POLICY

The significance customers assign to honest

dealings with reputable retailers requires you

to establish policies for customer relations. This

is as important as your store's employee policy,

and for many of the same reasons. Your customer policy

helps define what you want your

store to be, with implications for both your

marketing and business plans.

Customer policy tells customers what to expect

in their dealings with your store. It also provides

a frame of reference for the appropriate behavior and practices by store personnel. Customer policy

impacts a wide area of business.

Some of it should be defined in writing and

provided to customers, and some should be a

matter of understanding between staff and

owner.

Everyone who works for you should thoroughly

understand how you want your customers

treated. Here, as the store owner, you

lead by example. Demonstrate what's appropriate

behavior by your interactions with shoppers.

If your staff can't take the hint, try

role-playing at your staff meetings

until they get it right.

Everyone should be friendly

when dealing with customers,

whether in person or over the

phone.�

ATTENTION RETAILERS

SHORT + LONG TERM

BUSINESS LOANS

For:

Working Capital, Purchases, Equipment, Business Line of Credit

4.5%

www.retailersbank.com

From MANY PROGRAMS

AVAILABLE

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