How to Minimize Sales Returns From Customers
Sales returns are bad business, not only for the business but for the sales associate. They impact negatively against the company profit, and a salesman's day of hard work becomes obsolete. Nevertheless, if you practice good customer service techniques, you're sure to minimize sales returns from customers. Knowing how to make the sale, offering pertinent advice and recommendations, and reassuring customers in the selection process is guaranteed to reduce the number of returned items your store sees on average.
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Instructions
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Identify the customer's need. Ask them what exactly are they looking for, what they require, what they'd like, and how flexible they are. Knowing exactly what your customer is looking for cuts down on the guess work. It helps you identify an item that is sure to satisfy his wants and needs.
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Select items that match their needs first and their desires second. If you offer them a product that does everything they want it to do, but fails at everything they need it to do, then you have a certified return. Check the product's description and match as many of their needs as possible. Show the customer at least two options of the same product. This gives her flexibility in her choice, and guarantees you better success at making the sale.
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Don't sell them unnecessary items. These items disinterest the customer and sometimes ruin a sure-fire sell's pitch. However, if you make recommendations, you see yourself making proceeds. If you know for a fact that product x will work well simultaneously with product y, then offer it up as a suggestion. The best sales are made on employee-customer reliability. The customer no longer feels like your just there to sell, but that you really are concerned with them making the best purchase.
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Reassure customers of their selection. Always double or triple check to make sure that the customer will be satisfied with her selection. Be polite, patient, and understanding. Manners mean a great deal to customers, and if you're in a bad mood, you're likely to have a return sale on your hands. The selection process takes awhile, and again, you want to make sure the customer is sold on the purchase. Make sure you fully understand the customer, and always have a smile on your face.
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References
- "The 10 Immutable Laws of Power Selling: The Key to Winning Sales, Wowing Customers, and Driving Your Profits Through the Roof;" James A. DeSena; 2004
