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Page 76 AUGUST 2017 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

With other items you need to use

your judgment about when it's

appropriate to accept the return

and make an exchange or refund.

A shirt or dress that's obviously

worn is one you won't be able to sell. Unless

it's falling apart after 1 or 2 wears, it's no fault

of yours the customer decided, long after the

purchase, it wasn't the right style. Shoddy merchandise

is something the store owner must assume responsibility

for, but refuse to exchange

merchandise damaged through obvious abuse

or neglect by the customer.

Occasionally you'll face customers who want

to bully you into submission with questionable

returns or exchange. They show up at the

busiest time of day, loudly announce how dissatisfied

they are, and demand to speak with

the manager. Oblige, and usher them to the quietest corner

of the store for consultation. Try to

reason with them. If you know you'll be taking

a loss by accepting the item, explain that you're

not authorized to do so. Tell them to speak with

your sales rep, or let them know when you expect the

next sales call. If they persist, and you

sense the commotion is hurting business, consider

which is the lesser of the evils. If necessary,

make the refund just to be rid of them.

Better that small loss than the noisy disruption

of a promising business day.

In your career as the store owner, you'll find

plenty of opportunity to deal with all types of

people. You'll sell to your ideal customer, as

well as people who do not yet figure in your

market profile. Some customers, you'll learn to

like, others to tolerate.

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