Run a profitable clothing store

Chapter 49 Management plan for returned goods in clothing stores (1)
Return and exchange of goods is a very common problem encountered in the operation of clothing stores. It is difficult to deal with it at first contact, but after finding out the source, there are rules to follow and evidence to follow.

Standards for return and exchange of goods
In the operation of clothing stores, returning and exchanging goods is a very common phenomenon, but as store operators and employees, they must be familiar with the conditions and standards for returning goods, so as to ensure the interests of consumers and maintain the interests of the store itself.

1. If the clothing that the customer requests to return meets the following conditions, the store must return it without objection

(1) There are quality problems in the clothing.

(2) The clothing and the outer packaging of the clothing are not damaged, and the original quality at the time of sale is maintained.

(3) The original sales documents are complete.

2. The store has the right to refuse the customer's request for return or exchange under the following circumstances
(1) Any clothing not sold by our store.

(2) The clothing itself has no quality problems and has been worn.

(3) Garments with quality problems due to abnormal storage.

(4) Return and exchange requirements beyond the return and exchange period.

(5) The returned or exchanged goods are incomplete or severely damaged, affecting secondary sales.

(6) The customer's sales receipt is lost or incomplete, and it cannot prove that it was sold by the store.

3. Return policy for men’s and women’s clothing

(1) Basic conditions for applying for return and exchange

① Returned and exchanged clothing should keep the original appearance of the received clothing (except for the quality problems of the clothing itself).

②The outer packaging and tag of the returned clothing are in good condition.

(2) It is not allowed to apply for return and exchange

① The secondary sales are affected by wearing, washing, defacement, damage, etc.

②Accessories, tags, outer packaging, etc. are damaged or lost.

③All underwear, special size (personal customization) clothing, etc.

General process for return and exchange

Clothing store managers and employees understand the general process of returning and exchanging goods, which can help the store to better handle customer returns and exchanges, improve processing speed and efficiency, and ultimately improve the store's customer satisfaction rate.Below we will describe the general process of returning and exchanging goods separately.

1. Return process
Accept the customer's returned clothing and voucher → listen to the customer's statement → judge whether it meets the return standard → discuss the processing plan with the customer → decide the return → judge the authority → fill in the return form, copy the ticket → on-site cash refund → process the returned clothing.

Detailed explanation of the process:
(1) Accept the customer's goods, certificate: receive the customer and check whether the customer has the cash register receipt of the clothing store, the time of purchase, and whether the purchased clothing is a non-returnable commodity.

(2) Listen to the customer's statement: listen carefully and calmly to the customer's complaint and request, and judge whether it belongs to the quality problem of the clothing.

(3) Judging whether the return standard is met: combined with the policy of the clothing store and customer service guidelines, handle it flexibly, and reach a consensus with the customer; if the customer insists on returning if the customer's requirements cannot be met, the superior management should be asked layer processing.

(4) Discuss the solution with the customer: put forward a solution, and try to let the customer choose to exchange the product.

(5) Decision to return: both parties agree to return.

(6) Judgment authority: determine whether the amount of returned goods is within the scope of processing authority.

(7) Fill in the return form, copy the invoice, cashier receipt or invoice.

(8) On-site cash refund: Do the cash refund procedure at the cash register, and fill in the transaction number on the return form, one of which is stapled together with a copy of the cash register slip or invoice for future reference.

(9) Handling of returned clothing: Put the returned clothing in the returned clothing area, and stick a copy of the return form on the clothing.There are two copies of the return form, one copy is kept at the return office, and it is handed over to the cash room after being inspected by the cashier manager/security guard after business, and the other copy is attached to the product, and returned to the floor with the clothing after the business is over.

2. Exchange process
Accept the customer's replacement clothing and voucher → listen to the customer's statement → judge whether it meets the return and exchange standards → decide to replace the product → fill in the replacement form, copy the ticket → the customer chooses clothing → handle the exchange at the return office → exchange the clothing deal with.

explanation of the process;
(1) Accept the customer's clothing, receive the customer, and check whether there is a cash register receipt from the clothing store, confirm the purchase time, and whether the purchased clothing is a non-returnable commodity.

(2) Listen to the customer's statement: listen carefully and calmly to the customer's complaints and requirements, and judge whether it is a quality problem of the clothing.

(3) Judging whether the replacement standard is met: combined with the clothing store policy and customer service guidelines, handle it flexibly, and reach a consensus with the customer.

(4) Deciding to exchange goods: both parties agree to exchange the same kind of clothing or similar clothing or even different products.

(5) Fill in the replacement bill, copy tickets, cash register receipts, or invoices.

(6) Customers choose clothing: Customers go to the mall to purchase the products to be replaced with a copy of the replacement order.

(7) Exchange at the return and exchange office: perform exchange procedures at the cash register on-site, and staple a copy of the exchange slip with a copy of the receipt or invoice. When cash is received, the method of refunding more and making up for less is implemented. , and fill in the transaction number on the commodity link of the exchange order.

(8) Handling of exchanged garments: place the exchanged garments in the area for exchanged garments, and stick a copy of the exchange slip on the garments. (There are three copies of the exchange slip, one copy is kept at the cash register, and the other copy is left at the cash register after the customer uses it back. After the business is over, it will be handed over to the cash room after being inspected by the cashier manager/security guard, and the other is attached to the clothing. After the business is over Return to the floor with the clothes.

Procedures for Returns and Exchanges

If the customer is unsatisfied with the purchased clothing for some unreasonable reasons and wishes to return it, from the standpoint of serving the customer, the store has to accept the customer's request for return.However, it is not [-]% unconditional to accept the customer's request for return.In other words, of course, the store accepts returns or exchanges within the allowable range.Store associates should consider the following three points when dealing with such incidents:
1. The store must decide in advance the standards for customer returns and exchanges
If you don't do this, not only will the staff be at a loss, but even the customers will feel distrustful of the store.For example, because of seasonal differences, even in the peak season, the price of clothing will drop day by day.Because of its characteristics, except for special circumstances, the general acceptance period for returns is within two or three days.Generally speaking, clothing returns and exchanges should meet the following conditions:
(1) If it is confirmed that the clothing has quality problems and the accessories are in good condition, or the customer is not satisfied after purchase, the customer can exchange other clothing within three days (including three days) of purchase.

(2) Clothing does not affect secondary sales and the original packaging and barcode are intact.

(3) There will continue to be clothing for sale in the store.

2. Understand and analyze the reasons for customer returns
If the customer comes to return and exchange the goods, it is only because "I bought it and took a look at it and found that I didn't like it. The husband said it didn't look good."For the clothing store, there is nothing to do, and they cannot accept the customer's return very quickly. At this time, they may wish to suggest that the customer change to other styles of clothing.Naturally, the sooner the better, the store should be happy to accept the return request if it is requested within a few hours.

3. Understand customer psychology and take care of customer emotions

Because the customer returns the product with embarrassment, if the salesperson is reluctant and has a bad attitude at this time, the result will often turn the guilty customer into anger.After making customers unhappy, they will never shop with this style store again.

If it is true that customer returns cannot be accepted, the reasons should be clearly stated from the outset.In this case, you must pay great attention to wording, attitude, etc., and you must not spoil the mood of the other party.If you have to accept a return, you should accept it happily from the start.And immediately smiled and said: "Okay, it doesn't matter." Return the money to the customer, and when seeing off the customer, please come again.

In this way, after the customer goes home, he will definitely publicize to his family, neighbors or friends: "The store has a good attitude towards customers when returning goods, and the processing speed is fast, so you can buy things with peace of mind. You Go over there to buy things too, just say that I introduced you." This will not only create a customer base for the clothing store, but also achieve the effect of spreading the word to ten or ten to hundreds of people. Build a good reputation.

How to deal with returns

In the face of returned goods, there are generally the following ways to deal with them:

(1) When the product purchased by the customer is identified to have quality problems, the product must be returned unconditionally.

(2) Be sure to understand the reasons for customers to return and exchange goods, and then decide whether to provide customers with return or exchange services according to the specific situation.

(3) If the customer is dissatisfied, or the return or exchange is not handled well, and the responsibility cannot be clearly determined, it should be reported to the superior supervisor as soon as possible to help solve the problem.

(4) If the customer cannot provide the shopping invoice, in principle, the goods will not be returned or exchanged.

(5) If the customer accepts a gift when purchasing clothing, it will only be exchanged and not refunded.

If you decide to return the goods, you need to issue a return form.The return form is in five pages.The return form issued by the clerk must fill in the number on the "Product Difference Form".In addition, the return form must also include the following:

(1) Supplier information.Mainly include: name, address, zip code, supplier code, etc.

(2) Commodity information.Mainly include: product name, clothing article number, quantity of packaging units, notes, etc.

(3) Information for management.Mainly include: date, person who fills in the form, approver, inspector, input person, etc.

The return form filled out by the clerk should be sent to the supplier in time to notify him to handle the return.The return form should be quadruple:
The first copy: sent to the supplier on the same day.

The second copy and the third copy: send to the financial department of the head office together with the delivery documents.

The fourth link: hand over to the supplier/freight company driver to bring it back.

The fifth couplet: Keep the bottom of the clothing store.

Response knowledge of returning and exchanging clothing
As a clothing store manager and clerk, if a customer returns or exchanges goods, only with sufficient knowledge reserves of returned goods management can we respond to all changes without change, solve problems reasonably and reasonably, and avoid unnecessary conflicts with customers.Specifically, the return and exchange management knowledge that clothing store managers and employees should be familiar with is as follows:
1. It is necessary to thoroughly study relevant laws and regulations such as the "Law of the People's Republic of China on the Protection of Consumer Rights and Interests", "Regulations on the Responsibility for Repair, Replacement and Return of Some Commodities", as well as general knowledge of commodities, and be familiar with the return policy

(1) In the "Consumer Rights Protection Law of the People's Republic of China", it is stipulated that the sellers must perform the following obligations: the obligation to abide by the law, the obligation to accept supervision, the obligation to ensure the safety of consumers, the obligation to disclose true information, the obligation to issue documents, and the obligation to ensure quality , after-sales service obligations, prohibiting operators from exempting from liability with notices, prohibiting violations of consumers' personal rights, etc.Among them, the obligation of after-sales service stipulates that: when an operator provides goods or services and undertakes repair, replacement, refund or other responsibilities in accordance with national regulations or agreements with consumers, he shall perform them in accordance with national regulations or agreements, and shall not intentionally delay or unreasonably reject.

(2) In the "Regulations on Responsibility for Partial Commodity Repair, Replacement and Return", the seller shall fulfill the following obligations: if the Three Guarantees cannot be guaranteed, the products listed in the catalog shall not be sold; the quality of the sold products shall be maintained; Those that meet the requirements of the statutory signs are not allowed to be sold; when the product is sold, it should be unpacked for inspection, correct debugging, introduction of use and maintenance items, three guarantee methods and repair units, and provide valid invoices and three guarantee certificates; properly handle consumer inquiries, Complain and provide service.

2. Requires a comprehensive sales knowledge structure

A knowledgeable clothing store employee can make customers feel more trustworthy and reduce their unpleasantness when handling returns and exchanges, including:
(1) Corporate knowledge: product line and its length, depth and breadth; in-store culture, history and vision.

(2) Product knowledge: very familiar with the characteristics of each type of clothing; should understand and master the relevant policies of this clothing store.

(3) Marketing knowledge: how to do brand promotion activities.

(4) Psychological knowledge: understand customer buying psychology.

(5) Knowledge of public relations etiquette: how to communicate with others and how to present one's own image.

Store associates should put this knowledge into practice when providing return and exchange services for customers.Let customers feel that you are the representative and messenger of the customer's position, and you are thinking about the needs of customers. Let customers re-understand the clothing quality and thoughtful service of the store from your words and deeds, and reduce their concerns, so as to realize the second purchase.

In short, knowledge is the guide for action, theory is the improvement of practice, sufficient knowledge reserve of returned goods management is an important basis for reducing profit losses in the handling of returned goods and establishing a good relationship with customers.

Tips for handling return settlement

When the manager or clerk of the clothing store confirms that the goods really need to be returned, they must handle the return settlement business with the customer in time. At present, there are two main forms of return settlement in clothing stores: cash settlement and credit card settlement.

1. Cash settlement
(1) Full cash: This is the most common and attractive refund method.One of the more common practices is that customers pay at the original price when shopping, but the cashier will give the customer a receipt. When the customer requests a return, take the shopping voucher and clothing to the store. As long as the reason for the return is valid and there are no other disputes, the store should return it. Cash to consumers.

(2) Discount coupon refund: What the store returns to customers is not cash, but discount coupons.For example, a store in Wuhan launched a "Save 20 Yuan" refund campaign. Customers who spend 100 yuan in the store can get a discount coupon with a face value of 20 yuan, which can be exchanged for products worth 20 yuan in the store.This method is usually used in retail stores. The advantage is that it saves money, but the disadvantage is that it is not as attractive to customers as cash refunds.

(3) Cash plus discount coupon refund: Some clothing stores not only save money, but also attract customers.A combination of cash refund and discount coupons was adopted.For example, after receiving the shopping voucher and refund application card from the customer, the store will not refund the customer 20 yuan in cash, but 10 yuan in cash plus a 10 yuan discount coupon.

2. Credit card settlement

It is convenient to use credit cards in the consumption process, and you can also earn points, which is welcomed by many customers.At present, not only large-scale clothing stores can carry out credit card consumption, but some small and medium-sized clothing stores have also realized electronic settlement.However, if it involves the issue of credit card consumption return, it will often bring some unexpected disputes.People usually think that the return of goods by credit card consumption should be the same as the return of goods by cash consumption, but in fact, it is a very troublesome thing to return goods once the payment is made by credit card.

Nowadays, when many credit card purchases involve returning goods, store managers often return the money directly to the customer's account due to reasons such as management and UnionPay handling fees. Get a cash refund.Even if the two parties agree to a cash refund after negotiation, there are still disputes involving handling fees, and there are many such disputes at present.

Therefore, in view of this phenomenon, for store owners, it is best to refund directly from the credit card if any customer who pays with a credit card returns the goods. Interests.

Whether it is cash settlement or credit card settlement, high speed and speed are important conditions for stores to restore their image in the minds of consumers and achieve resale.

Response to returns and exchanges
It is a common phenomenon for customers to return and exchange clothes. When receiving customers who return or exchange clothes, they must be polite, enthusiastic, not evasive, and not neglected. .Here are two things to note:
1. The clerk should be modest in attitude
(1) Let customers vent their dissatisfaction first.If the customer has not finished explaining the reasons for the return and exchange, the clerk interrupts to explain halfway, which will only irritate the other party. If the customer is allowed to finish what he wants to say and fully vent the emotions he wants to express, it can make him feel relaxed and feel better. It will be much calmer.

(2) Use body language to transform customers' current dissatisfaction.When listening, use focused eyes and timely nods to show that you are listening carefully, so that customers can feel that their opinions are taken seriously. At the same time, the clerk can also take the opportunity to observe the various emotions and attitudes of customers when describing their opinions to decide the follow-up response Way.

(3) Listen to the details of the return incident and confirm the key to the problem.Listening is not just an action. The clerk must understand every detail of the matter through listening, and then confirm the key points, and write down the key points of the problem in front of the customer.

(End of this chapter)