Guide: How to deal with customers' requests for return? In the retail terminal, it is a common after-sales link for customers to ask for returns, so what should be done? Let's take a look at the specific content.
Sometimes customers ask for a return, and Pakistan has no right to return it to customers. Sometimes the customer's situation does not meet the return standard. What should I do at this time?
Specific analysis of specific problems, quality control jun summed up the following five scenarios and eight words for everyone, so that you can easily deal with all kinds of customers who require returns!
Scenario 1: The customer asks for a refund due to allergic problems.
There is an allergic problem. The customer must be in an angry state. If the store manager or the bus still tells the customer that the package is complete, the computer receipt should be kept, and the allergy should be certified by a hospital at or above the district level, the customer will only be more angry.
Speech 1: "Sister, I'm really sorry. No matter what causes the allergy, I am willing to bring you comfort. I'll give you a refund now, and then I'll tell you the precautions after allergy. Come, this way. "
Speech 2: "Don't worry, I understand how you feel. Don't worry, our colleagues are helping you get a refund. I'll tell you something about daily skin care methods and see if I can find the cause of allergies ... "
In a word, when a customer wants to return a product because of "allergy", Pakistan should first show his attitude, let the customer "calm down", then apply for a refund, build trust, and gently explain the reasons for frequent allergies through communication, such as diet, changing seasons and so on. Finally, Pakistan should inform the customer about the precautions for allergies and tell her the correct use and maintenance methods of skin care products.
Scenario 2: The customer wants to return the goods because of the price.
In addition to allergies, there is also a reason for people to laugh and cry, that is, after buying it in the store, they find it cheaper online or at other people's homes. At this time, it is necessary to distinguish three situations: 1, whether the same product is cheaper elsewhere; 2. Is it cheap to sell online? It is cheaper to sell because of the price or discount of the goods.
Story 1: (Different products) "Sister, I understand how you feel, but the cheap products you see look similar to those you bought, but the raw materials and technology used are different, and the actual experience is different. The most important thing for us to buy skin care products is suitability. As long as you insist on using this product, you will definitely see the effect. "
Word 2: (The same product online is cheaper) "Sister, you also know that the problem of fake goods online is very common. Our store has a genuine guarantee. Although the price is higher, you can buy it with more confidence. We can give you a refund now, but if you buy fakes online in the future, you really can't return them at that time. "
Story 3: (The same product in the store is on sale) "Sister, this product in the store is on sale recently because it is doing activities, but after the activities, the product will return to its original price. I hope you can understand. Think about it, if you want to return the products you sold before because the discount is cheaper, it will lose the meaning of promotion. Sorry, we can't give you a refund, but I can give you an extra gift/cash coupon. Do you think so? "
Faced with price reasons, most stores can't accept returns. When it is really unacceptable for customers to return goods, Pakistan should clearly explain the reasons at the beginning and pay attention to the wording and attitude. At the same time, Pakistan can also give customers some small gifts and cash coupons to calm their emotions.
Scene 3: The customer is persuaded by his girlfriend to return the goods.
Ba can't show impatience when he meets a customer who is persuaded by his girlfriend to return the goods. As long as it is handled properly, the customer's girlfriend can also become a loyal customer of the store.
Testimony: "Sister, I know all the questions you said. I really envy you for caring so much about your best friend. It doesn't matter. The promise in our store is to return the goods if you are not satisfied, and we mean it. " Today, you and your girlfriend came here. I'll give you a refund first, and then I'll give you and your girlfriend free makeup or manicure services. I hope you will continue to support our store in the future and make yourself more and more beautiful. Let's be good friends today! "
Scene 4: The customer threatens the store not to return or leave the store.
Some customers ask for a refund for no reason and threaten not to leave the store until it is solved. This situation will also affect other customers in the store, so it needs to be handled more properly.
Words: (If there are many people, please invite her to a corner of the store to communicate alone, pour her a glass of water and let her sit down) "Please don't worry, I understand your feelings very well, and we will try our best to solve it for you. Our colleagues are helping you get a refund. Can you talk to me about the main dissatisfaction with the product? We will continue to improve it in the future. "
Scenario 5: Return goods for other reasons.
In addition to the above, some customers also ask for a refund for some other reasons. For example, the role of BA in sales is too exaggerated to achieve actual results; Or the customer regrets it for various reasons after buying it.
Speech: "hello, sister, maybe you don't know much about this brand, but it's normal for you to have any questions." I'll give you a refund first, and at the same time give you a travel suit worth XX yuan. You can continue to learn about it. I didn't give you confidence at first. I hope you can give it a try and continue to support me and our store. "
In short, in the face of customers who "threaten" to return goods, Pakistan should not be at a loss, nor should it receive customers with a blunt attitude.
In either case, Ba must first calm the customer's mood, patiently ask her why she wants to return the goods, and tell her the quality and guarantee of the store. According to different situations, different solutions can be adopted.
If the goods are returned due to customer misunderstanding, Pakistan should try its best to solve customers' worries and encourage them. And if the problem really exists, Pakistan can also try not to return the goods, ease the mood and comfort of customers, and then change a set of equivalent and satisfactory products for customers. Now many stores will promote "return if you are not satisfied!" Therefore, when the customer only requests to return the goods, BA should return the goods quickly and provide good service.
In fact, the customer's return visit is also an opportunity for Pakistan to meet customers and increase sales. Find problems in the process of communicating with customers and effectively avoid them in the later sales. For example, if the budget is exceeded, BA can adjust in time without losing customers. In other words, customers have more favorite brands, and BA can strengthen the advantages of its products.
Company return and exchange system
In order to improve the after-sales service system and strive to make consumers more satisfied, the company implements a return and exchange system, which is formulated in accordance with the Consumer Protection Law of People's Republic of China (PRC) and the Product Quality Law of People's Republic of China (PRC).
Customers who meet the return conditions and are allowed to return shall abide by the following terms (except other return systems stipulated by special products):
First, the object of return and exchange:
Customers who buy our products, regardless of delivery method and payment method, can return or exchange goods according to this regulation.
Second, the return conditions:
1. Products with quality problems (we are not responsible for quality problems caused by our own reasons).
2. promotional clearance goods are not refundable.
3. The exchanged commodities must meet the following basic conditions:
(1) The goods are not polluted;
② The replacement goods are well packaged (including internal and external packaging), which does not affect the secondary sales;
(3) Information attached to the product, including: product certificate, product manual, etc. ;
(4) Gifts attached to the commodity;
⑤ Relevant documents, including issue/receipt documents, receipt documents, invoices, etc.
4. Return must meet the following basic conditions:
(1) The goods are not polluted;
② The replacement goods are well packaged (including internal and external packaging), which does not affect the secondary sales;
(3) Information attached to the product, including: product certificate, product manual, etc. ;
(4) Gifts, company manuals, promotional materials, promotional items, company internal materials, etc. Attached to this commodity;
⑤ Relevant documents, including issue/receipt documents, receipt documents, invoices, etc.
Three. Return period:
1. Domestic customers can exchange goods within 30 days from the date of delivery.
Domestic customers can return the goods within seven days from the date of our purchase. Handle the replacement time for our company every Wednesday.
Four, return, exchange procedures:
1. If it meets the requirements for returning goods, please contact our company by phone before returning goods and tell us the name, quantity and address of the returned goods, or log on to our website to download and fill in the registration form for returning goods truthfully and fax it to our company. After receiving the return/exchange registration form, our company will
2. Return and exchange shall be received by the Logistics Department of our company. After the goods are checked and accepted correctly, the director of the logistics department will submit the Registration Form for Return/Exchange to the director of the company's business department for preliminary examination and signature, and the director will report it to the competent vice president for review and signature, and then to the president for approval before returning/exchanging goods is allowed.
3. After the return is approved, the person in charge of the logistics department immediately contacts the return person and informs the return person to send the return to our company.
V. Refund processing method:
The refund due to the return will be reflected in the customer's account balance after receiving the return and checking it correctly. Customers can
Directly use the funds in the account balance to buy other similar goods.
Precautions for the return of intransitive verbs:
1. Only the "same goods" or products with the same retail price in this order can be exchanged.
2. The other party shall be responsible for all the transportation expenses and packaging loss expenses for the return and replacement.
3. Customers can call our after-sales service hotline for consultation.
Attachment: Return Registration Form.
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