Page 0046

Page 46 JANUARY 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

Unfortunately, there are a lot of "beat the system"

Rhondas out there. They distinguish

themselves from the other Rhondas because

they are very aggressive and occasionally offensive

when returning an item - and always

tight. You know they wore the clothes, used the

goods, paraded around in the jewelry, etc.

If you believe this Rhonda is worth keeping as

a customer (some are not), go with the

story/flow and accept the return or make the exchange. You may as well be as nice as you

can about it. Your other choice is to see if you

can entice them into non-returnable purchases

- once in a lifetime bargains they can't refuse.

Sometimes in a moment of weakness they buy

for real.

Avoid challenging or arguing with the "beat

the system" Rhondas, for they can quickly become

Threatening Thelmas.

Social Sam

IF ONLY POINT-OF-ENCOUNTER

EMPLOYEES WEREN'T PAID BY THE

HOUR, WE WOULD ALL LOVE SOCIAL

SAMS. THEY'RE FRIENDLY, WARM,

OUTGOING, GENUINELY SINCERE,

AND VERY TALKATIVE.

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