Run a profitable clothing store

Chapter 50 Management plan for returned goods in clothing stores (2)
(4) Do not argue with the customer, and do not point out the customer's mistake.Even if the customer's reason for return or exchange is unreasonable or wrong, it is not allowed to argue with the customer.In fact, it is very difficult for the clerk to achieve this. Just imagine that when a dissatisfied customer complains in front of you, it is difficult for him to control his emotions.But in any case, it is very unwise to argue with customers, even if the customer is wrong, it is also very impolite to directly point out.If a customer stops coming to the store because he or she is arguing that he has the upper hand because he is angry or embarrassed, what the store will lose is the customer and the circle of friends behind him.Therefore, at this time, the best way for the clerk to listen carefully and work with the customer to find the best solution to the problem.The principle of the store should be to find a solution to the problem, not to blame who is responsible.

(5) Apologies.Regardless of whether the store is responsible for the customer's return or exchange, if you can sincerely apologize to the customer and thank the customer for asking the question, the customer will feel respected.

From the standpoint of the store manager, if there are no complaints from customers, there is no way to know where there are still problems.Generally speaking, customers are willing to return and exchange products to us, which means that they will continue to visit our store and hope that the problem will be resolved.Therefore, we would like to express our apology and thanks to any customer who came to return or exchange the goods.

2. The clerk should pay attention to polite speech

such as:

—Okay, let me change it for you, which one do you think is better?
——It's okay, I'll change it for you.

——Forgive me, according to regulations, this cannot be returned or exchanged.

——Sorry, this is a product quality problem, we can return it.

——I'm sorry, this product has already been used, and it is not a quality problem. It is not good to sell it to other customers, and it is really difficult to return it to you.

——Sorry for causing you trouble due to our negligence.

——Your dress has been sold for a long time, and it is out of stock now. You need to go to the relevant department for appraisal. If it is indeed a quality problem, you can return it and replace it.

——Sir, the question you raised is very special, shall we discuss it?
Languages ​​that customers should avoid when requesting an exchange are:
——What did you do when you bought it?After picking for a long time, I came back again!

——You just bought it, why come to change it again?
——Why didn’t you want to know clearly when you bought it?
——I didn't sell it, whoever sold it, you can find someone!
——I can't solve it, so I can find whoever I want!

——It cannot be changed, this is the rule.

——No refund.

——Can only be exchanged, not refunded.

Therefore, when a customer requests a return or exchange of a certain garment due to inappropriateness or quality problems, you must learn to convert this return into a new sales opportunity to achieve secondary sales.

How to issue a return order

There are two kinds of return forms that clothing stores need to issue: one is the return form for the clothing store to return the goods to the supplier, and the other is the return form for the customer to return the goods to the clothing store.In this section, we will introduce these two return orders separately.

1. The return form for the clothing store to return the goods to the supplier
There are two settlement methods for return goods, one is "charge into advance payment", which means that after returning the goods, the money will not be taken back, but will be directly stored at the supplier for the next purchase, then the system will automatically increase the actual amount of the supplier's current account The amount of payment; the other is "refund for goods", which means that after the clothing is returned, a refund is made to the supplier.

In actual operation, the first settlement method is mostly used. The reason is that most of the merchants’ returns are due to quality problems or want to exchange other clothes. Therefore, the amount of returns due to quality problems is generally small and not worth it. Back and forth remittance (usually through bank remittance or freight forwarding), so I am willing to deposit the money at the supplier, and then deduct it when I buy the goods; if I change other clothes, then the clothes I exchanged need to be put into storage, and the When purchasing a purchase order, it is very convenient to use the advance payment charged by the return money for settlement, and there is no need to use cash at all.

Attachment: return form format
return form
The parties who signed the withdrawal contract are referred to as Party A, and etc. are referred to as Party B. This is for the purpose of the partnership business that the two parties signed a partnership contract on date of year, month, day. Since the partner intends to move to another business, he declares his withdrawal from the partnership and obtains the consent of all the partners. The terms of the agreement to withdraw from the partnership agreement are as follows:
Article [-] The shop number (bank) (establishment) (business license number) of the joint venture between Party A and Party B is hereby agreed by both parties, Party A and Party B, to withdraw from the partnership on the date of the year, month, and day, and the separation from the partnership is a reality.

Article [-] After Party A withdraws from the partnership, that is, from the year, month, and day, the bank shall be jointly owned by Party B. After continuing to operate the bank, the credits, debts and taxable taxes incurred by the bank, and all matters related to its operation shall be under the responsibility of Party B and Party A. Fang has nothing to do.

Article [-] All external claims and debts in the partnership, as well as the parallel equipment shall be enjoyed and borne by Party B.

Article [-] Article [-] The income and expenditure final accounts of the partnership as of date, month, and date have been settled by both parties, and both parties have confirmed that there is no mutual debt between the two parties for the partnership final accounts, and neither party shall make any claims in the future. Or ask both parties to confirm that there will be no objection.

Article [-] During the partnership period, Party A shall be responsible for paying all taxes and any public tax burdens payable.

Article [-] All the inventory items on the day of withdrawal shall be converted into cash. If there are RMB yuan deducted from the payable house rent and all other expenses, the amount due to Party A shall be RMB yuan. Parts are owned by Party B, and neither party shall claim redistribution or any request.

Article [-] During the partnership period, the original joint use shop (namely No. ) is leased from the landlord in the name of Party A. Since the establishment of this agreement, both parties A and B will jointly change the name of the lessee to the landlord on the same day and complete the obligation.

This contract is made in triplicate, each of the withdrawing partners holds one copy as evidence.

Retired partner (Party A):

address:

Retired partner (Party B):

address:

year month day

2. The return form for the customer to return the product to the store
This kind of return form is also called customer return (replacement) application form, and the form language is required to be concise, easy to understand, and highly practical.

Schedule:

Customer Return (Exchange) Application Form

NO, ××××××

year month day:
Customer Name:

phone:

Shopping date:

Shopping order number:

Return product name:
barcode:

Quantity:

unit price:

Amount: Return (Exchange) Goods Product Name:

barcode:

Quantity:

unit price:

Supplement (refund) payment yuan:

Reasons for return (exchange) goods:

Service Desk Handling Comments:
Recipient:
Cashier (signature) store manager opinion:
Counter consignee:
How to send the return form

The return form is different from ordinary letters, because of its own commercial nature and particularity, it is required that the selected delivery method must be high-speed and high-quality.The following are the shipping methods and precautions that clothing store personnel can choose when handling the return order.Although with the continuous development of modern communication technology, file transmission methods such as fax continue to emerge.But generally speaking, influenced by traditional psychology, clothing stores tend to prefer traditional delivery methods for safety reasons.

1. How to send the return form

(1) Send by commercial letter.Commercial letters are a kind of advertising service provided by the post office for industrial and commercial enterprises.Commodity catalogues, purchase orders, commodity information, and texts, pictures, and forms introducing commodities can all be sent as commercial letters.As a kind of business letter, the return form can be mailed directly by post.

(2) Send by air mail.The advantage of air mail is that it is cheap and is the most economical shipping method.However, air mail generally cannot check the delivery status.If the time requirement is relatively tight, this method of mailing is not suitable.

(3) EMS international express delivery. EMS global postal express mail service is a special postal service launched by the postal services of various countries (regions).This service enjoys priority in the postal, customs, aviation and other departments of various countries (regions).It delivers international emergency letters, documents, financial bills, commodity samples and other documents and items with high speed and high quality, and provides various forms of mail tracking and inquiry services.In order to ensure the mailing speed and quality of the return form, EMS is a better choice.

2. Precautions for sending the return form
(1) Because the requirements of each supplier or customer are different, when choosing the delivery method of the return form, it is necessary to consider the situation in order to improve work efficiency.

(2) Before sending out the return form, you must carefully check whether it is filled in correctly, and compare it with the information required by the supplier to send it out after confirming that there are no omissions.

(3) After the return order is issued, remind the other party to pay attention to check it.Some unexpected events may occur during the transmission of the mail and the other party does not receive the return order, which will bring unnecessary trouble and loss to both parties.

(4) In case of emergency, it is best to keep a backup copy of the return form for future verification and backup.

Handling of abnormal situations of returns and exchanges

For store owners, returning goods is a game between business conscience and money interests, with business conscience on the left and money interests on the right.In the event of customer return, there is a special situation-the customer did not keep the original product when returning or exchanging it.At this time, what should the store do?

1. Respect customers
Every customer is an independent individual with an independent personality, and the clerk must respect him.When it is found that the returned goods of the customer are not in the original condition, the clerk may have friction with the customer because of the difference of opinion.At this time, the clerk needs to pay more attention to his speech and behavior, and respect customers.The attitude of the clerk may be the starting point for the establishment of a good relationship among the clerks, or it may become the fuse that triggers a war between the clerk and the customer.In conclusion, no matter how anxious the situation is, there should be no loss of etiquette.If the clerk speaks sincerely, the customer will have a better attitude towards the clerk, which will help to solve the problem properly.

2. Always think about customers

When the clerk handles the return event, of course, he must first measure his clothing before making a decision.But don't forget to check the quality of clothing sincerely from the standpoint of consumers, and don't be indifferent to it.

If there is really a problem with the quality of the clothing and it has to be replaced, it is understandable that the clothing returned by the customer to the store has not remained the same.As a customer, no one wants to go through returns for no reason.The return experience is also unhelpful for the customer, wasting time and energy.The problem of customers requesting return and exchange of garments that have not been kept in their original condition can be resolved.As long as we follow the principle of serving customers, respect customers, and always consider customers, we can resolve conflicts well.

Handling of disagreements

The Law on the Protection of Consumer Rights and Interests stipulates that disputes over consumer rights and interests between consumers and business operators can be resolved through the following channels:

Negotiate a settlement with the operator.

Ask the Consumers Association for reconciliation.

Complain to the relevant administrative department.

Pursuant to the arbitration concluded with the operator.

However, under normal circumstances, it is normal for customers to have objections to the store's return and exchange handling opinions. After all, many times the clothing store clerk's handling of return and exchange cannot meet the customer's wishes.For this kind of situation, the clerk should face it with the attitude of "taking it seriously and solving it peacefully", discuss with the customer, find out a solution to the problem again, and minimize the use of legal means to deal with it.The following are the basic steps and considerations for handling return objections.

1. Basic steps in handling objections

(1) Accept completely (smile, nod, lean forward, speak softly, thank him, congratulate him, and tell him about the bright future).

(2) Explain the reason and take out a pen and paper to answer on paper to make it more impressive.

(3) Cite a third party to prove it strongly.

(4) Specifically for objection handling.

2. Matters needing attention
(1) Keep in mind that you represent a clothing store.When the clerk apologizes to the customer, he must think that he represents the interests of the entire store, not just an individual.Only with this kind of thinking, can we apologize to customers carefully and earnestly, instead of holding the attitude of "the disaster caused by xx is none of my business, so why should I apologize".

(2) Explanation is not an "excuse" or "justification".When the clerk fully apologizes to the customer and asks for forgiveness, he must carefully and clearly explain to the customer what needs to be explained.If during the explanation process, the customer complains or is dissatisfied again, don’t be impatient. You must let the customer finish what he wants to say, and then continue to explain to the customer. If there is nothing else to explain, it is better to say less .

(3) The apology must be sincere.You must apologize to the customer from the bottom of your heart, and you can’t just say what you mean, or smile on the surface, otherwise the customer will feel that they are being played.If the customer's opinion is correct, the clerk should accept it with an open mind, admit his fault frankly, and affirm the customer's correctness.In this way, not only will it not make customers disgusted, but it will make customers feel that the clerk is sincere.

If the above methods are of no avail, the customer is still entangled, and the clerk can no longer accept the customer's emotions, and it is easy to have a sinister situation of conflict with the customer.At this time, it is best to use the "three changes" to deal with it specifically:

① Change personnel to handle.The clerk solemnly said to the customer: "I would like to ask the store manager to discuss with you directly", and after obtaining permission, exchange conversation partners.

② Change the reception place.The clerk implores the customer to go somewhere and detail the quick fix (avoid public places, change the environment, let the customer calm down).

③Change the consultation time.On the grounds that the store manager must be consulted first, I hope the customer understands and change the consultation time.

Due to the different time and occasion, the performance of customers is also different.The clerk can propose a reasonable solution to the customer according to the specific situation of the matter, and then according to the company's return regulations. If the customer is still dissatisfied, he can apply for special care from the leader.For these customers, you should solve the problem with gratitude and sincerity.At the same time, giving some small gifts to express gratitude is also a worthwhile way.In this way, this customer will become a loyal customer, and he will also give free publicity to nearby neighbors or relatives and friends for the store.

In addition, before dealing with the objection, the clerk can also simulate the possible objections by himself, do some rehearsals in advance, and think about how to answer properly to make him convinced, so that he can deal with the incident calmly and resolve the objection of the customer.

Notes on return and exchange

When dealing with customer returns and exchanges, managers and shop assistants of clothing stores must pay attention to the emotions of customers and maintain the interests of the store, in addition to handling them in accordance with certain return standards and procedures, and adopt more tactful methods to respond to different situations. Treat accordingly.When dealing with returns and exchanges, both store employees and managers should do the following three things:
1. Think from the standpoint of customers, and be more enthusiastic than when selling

Before processing the return, we must first thank the customer for their usual patronage, then understand the reason for the return, apologize when we are at fault, find out the true psychology of the customer, and provide customers with thoughtful services.Do not directly refute or offend customers.Eliminate various obstacles and unpleasantness that customers may encounter when returning and exchanging goods, and promptly return and exchange claims to win the trust of customers.Generally speaking, stores should do the following when dealing with customer returns and exchanges:
(1) Keep smiling, inquire politely and patiently, and listen to the reason for the return or exchange of the other party.

(2) Politely ask the customer to show the receipt and check the condition of the goods brought back by the customer.

(3) If the requirements are met, go through the formalities in accordance with the principle of returning (exchanging) goods.

(4) For newly taken clothes, the customer should be asked to check the quality.Take the initiative to invite customers to experience the quality and usage of the products, so that customers can believe that these products will never let them down.

(5) After returning the product payment, the refund form should be filled out.

2. Treat different returns and exchanges in different ways
Pay attention to professionalism and method.It’s not about returning what the customer wants, but according to the actual situation, taking into account the interests of both parties, paying attention to the scientific nature of the method, and the rationality of the fairness issue. On the basis of the flexible handling of the first two items, the artistry of relationship handling should be achieved. .It can not only solve the problem, but also not affect the enthusiasm and development mentality of customers to continue patronizing.Consider the following solutions for different situations:

(1) The defective products that belong to clothing quality problems should immediately apologize to the customer and return them according to the customer's requirements.

(2) For the customer's own reasons, return and exchange according to the regulations, and further introduce other products and related clothing in the store, so as to lay a solid foundation for customers to become your loyal customers.

(3) If the return is caused by the staff's language and bad attitude, the store manager should come forward to apologize sincerely, try to obtain the understanding of the customer, avoid the escalation of the conflict, and reduce the loss.

(4) When customers make malicious claims, they must resolutely reject them with legitimate reasons.

3. Strengthen the training of self-quality

Before putting on the clothes of the clerks, the quality should be carefully checked to prevent defective products or clothes that do not match the listings from being put on the counters.At the same time, you must be familiar with the quality, characteristics, specifications, advantages and disadvantages, maintenance methods, quantity and other related knowledge of clothing, so that you can make clear suggestions to customers when selling, increase satisfaction, and reduce the occurrence of returns and exchanges.

To sum up, in the face of customer return and exchange incidents, shop assistants should treat them rationally and adopt scientific and reasonable methods to solve them.Minimize disputes with customers, provide them with warm and thoughtful service, and keep more repeat customers for your store.

The above content starts from the return procedure, to the handling of various situations, and the proper management of return and exchange not only effectively avoids conflicts, but also improves customer loyalty and is conducive to the long-term operation of clothing stores.

(End of this chapter)