Run a profitable clothing store

Chapter 59 Clothing Situational Sales Method Encyclopedia (5)
For clothes that cannot be returned or exchanged, they should be explained to customers when they are sold, and the situation of clothing returns should be avoided and reduced as much as possible. Consumers who request to return or exchange clothes should be warmly received and properly handled, and consumers’ opinions on goods and services should be listened to, and timely report to relevant departments Feedback to improve the service work of the clothing store.When returning or exchanging clothing, you should go through the formalities in accordance with the regulations to strengthen the management of returns.

Customer service staff often find it troublesome when encountering customers returning and exchanging clothes.Many customer service staff like to find all kinds of excuses.However, these excuses not only fail to solve the problem, but also increase customer resentment.For this reason, Clothing Store B has promulgated six taboos for customer service personnel, stipulating that customer service personnel are prohibited from saying the following words when serving customers to return or exchange goods.Otherwise, a fine of 200 yuan will be imposed upon discovery.Customer service personnel should not say things like:
1. This is not our business, it is the supplier's problem

This is a manifestation of evading responsibility, because customers' transactions are completed with clothing stores and stores, not suppliers. Even if customers are willing to contact suppliers, it cannot exempt the store from its responsibilities.

2. We only accept replacement products

When a customer is dissatisfied with the clothes they have purchased, if the customer is willing to change, then change; if the customer is not willing to change, please remember that the customer has no legal obligation to accept a replacement.

3. We cannot return or exchange, but we can repair for free

If the item is not of acceptable quality, the customer may not accept the repair, in which case a refund or replacement shall be granted.

4. No refund or exchange without receipt
The main purpose of the receipt is to prove that the customer bought the product from a certain store, so the store should check to prove that it is true that he sold the product to the customer before addressing the customer's complaint.If the customer does not have a receipt, he may have other proof of purchase, such as a check stub or credit card proof, a store's name may be on the item, or a salesperson may remember the customer; if no proof can be found, the store may refuse return the goods.

5. We do not issue refunds

Cannot simply say no refunds to customers, according to the relevant act, customers have the right to demand refund, exchange or repair, if the product is not of merchantable quality, fit for its purpose or as it is described, the store cannot deprive These rights of customers.

6. We do not give refunds or replacements for cheaply sold items
No matter what kind of clothing a customer buys in a clothing store, if the product is defective, the customer's rights are also protected by the Sale of Goods Act, regardless of whether the customer pays full price or a reduced price.Of course, if the product is sold as a defective or special item, the mall should make it clear to the customer.

Therefore, the shopping guide must be aware of the product return and exchange process and the return processing process, and must understand the product return and exchange system stipulated by the state:

(1) According to national regulations, the inspected goods are not quality problems, and will not be returned after they are sold. If there are quality problems, they should be returned immediately and an apology should be made to the customer.

(2) According to regulations, product quality problems caused by customers cannot be returned or exchanged. At this time, you should politely explain to the customer that since you have not kept the original product, it cannot be returned or exchanged according to the regulations.

(3) When the reason for the customer to return or exchange the product is really due to the quality of the product, the service desk staff should not only return the product, but also take the initiative to apologize.

(4) Any worn or used commodity that has been damaged should be repaired. If it cannot be repaired, it can be negotiated with the customer to replace the part with problematic quality, or it can be dealt with according to the quality and price. Depending on the degree of damage to the product, negotiate a discount and take it back.

(5) For tailoring goods, the salesperson should explain to the customer that the fabric cannot be returned or exchanged after it is cut from the whole piece. If the customer insists on returning it, it can generally be sold on behalf of the customer or dealt with according to the discount regulations of the tailoring goods.

(6) Promotional items or processed items will not be returned or exchanged, and it should be politely explained to customers.

Be patient with complaints
If there is a quality problem in the clothing, it is already a very troublesome thing to take it back to the specialty store. If the specialty store has not repaired it for a long time, customers will generally doubt the integrity of the brand.If the clothing store does not handle complaints well, it may be in danger of losing the customer, and a series of other negative effects cannot be ignored.

When dealing with such complaints, the shopping guide should first have the courage to admit the mistake. After all, it is indeed the reason of the store, which has caused time, money and emotional losses to the customer, patiently answer the customer's questions, and then find out specific measures to solve this problem , Let customers feel that you are very sincere in solving problems for them.

Shopping guides need to follow the following principles:
1. Give customers the right to doubt
Not all customers are honest, and not all complaints are proven correct.But until clear evidence to the contrary emerges, the customer should be treated as having solid grounds for complaint.If there is a substantial amount of money involved (such as a claim or legal action) then a serious investigation is in order; if the amount involved is small it may not be worth arguing for a refund or other compensation - but check the records to see this It's still a good idea to check if the customer has a history of suspicious complaints.

2. Explain the steps needed to solve the problem
In cases where it is not possible to resolve a complaint on the spot, telling the customer how the company plans to act can signal that the company is taking corrective action and also sets the customer's expectations on timelines (so don't over promise).

3. Let customers know the progress

Nobody likes being left in the dark.Uncertainty causes anxiety and tension, and customers will be more receptive to delays in processing if they know the current situation and receive regular progress reports.

4. Consider Compensation
When customers don't get the results they paid for, or experience serious problems, or suffer time and money lost because of service failures, the right thing to do is to pay them money or provide them with similar services.Such an approach might also help reduce the risk of legal action from irate customers.Service guarantees typically define compensation in advance.In many cases, what customers want most is an apology and a promise to avoid similar mistakes.

5. Persevere in regaining customer friendliness
When customers are dissatisfied, the biggest challenge a company faces is restoring their confidence and preserving the relationship for the future, which may require perseverance and tracking, not only to appease the customer's anger, but to convince them that the company is taking action Avoid recurrence of the problem.A good recovery job can help build customer loyalty and drive customers to recommend the company's services to others.

Pay attention to details

Women's boutiques pay great attention to the fashion and delicacy of the atmosphere, and as the image of the store, the clerk is the first medium to communicate with customers. The generous and stylish clerk has become one of the essential elements of the women's boutique.This not only requires the clerk to have good internal sales skills, but also requires the clerk to have a fresh and beautiful appearance and elegant etiquette.

1. Dress cleanly
Customers are the protagonists in the store, and the main purpose of shop assistants is to provide customers with warm and thoughtful service, not to show customers their own beauty.Trying to gain the favor of customers is the first step to becoming a qualified clerk, and a clean appearance becomes the first step in this first step.

2. Appropriate clothing

The clerks in women's boutiques are generally equipped with uniform uniforms, which can easily give customers a formal and tidy feeling.Wearing high heels, long nails, and loose dresses is a taboo for shop assistants.

3. Flexible speech

When receiving customers, the clerk needs to have flexible language and diction skills, have a loud, cheerful, and natural voice, smile, and express a sincere welcome to customers.

4. Elegant manner

In addition to language communication, the communication between shop assistants and customers is also equipped with corresponding actions.When chatting with customers, the clerks in boutiques generally show a slight bow posture, which not only shows respect for customers, but also makes them look elegant and pleasing to the eye.The clerk should have a good standing posture and a good sitting posture, so as to give a good impression of enthusiasm, reliability and generosity.

(1) Standing: The main features of the basic standing posture are: straight head, flat shoulders, and straight body. Viewed from the side, the main contour lines are jaws closed, chest raised, abdomen retracted, and legs straight.Adopting this standing posture will make people look stable, generous, handsome and upright. It can also help breathing, improve blood circulation, and relieve physical fatigue to a certain extent.

When you are waiting for sales, you can relax your hands and feet properly; while using one leg as the center of gravity, extend the other leg slightly to the outside; keep your knees as straight as possible without bending them; relax your shoulders and arms freely, straighten At the same time, keep your back straight.Taking this kind of standing posture can not only make people look beautiful, but also relieve their fatigue.

When receiving customers, the head can be slightly sideways to the customer.The lower abdomen should not be protruding, the buttocks should be tightened at the same time, and the feet should stand one after the other in a "T-step".Short conversations with others, listening to others, etc., are good times to adopt this stance.

In addition, it should be noted that the following eight situations should be avoided when standing: body tilting, hunched over, leaning on one's stomach, crossed legs, improper foot position, improper hand position, half sitting and half standing, etc.

(2) Walking: When you need to walk during work, especially when you walk under the gaze of customers, you must be graceful and steady, and maintain a correct and appropriate rhythm.Only in this way can the beauty of dynamics be reflected.

Basic requirements for walking posture:
① Keep your upper body straight, keep your chest up and your abdomen in, and be full of energy.

②Raise your head, keep your chin parallel to the ground, look straight ahead with your eyes, and smile.

③ Stride evenly, with a distance of about one foot to one and a half feet.

④ The pace is steady, natural and rhythmic.

⑤ When taking a step, the toes, heels and the direction of travel should be kept almost in a straight line.

⑥The arms swing naturally and harmoniously back and forth, and the angle between them and the body is generally 10-15 degrees.

(3) Squat: When you need to sort out your work position; when your own or other people's items fall to the ground, or need to be picked up from a low place; when you need to sort out your shoes and socks and other special circumstances, you can use it Squat position.

There are two commonly used squatting positions:
①High and low squatting posture: When squatting, the left foot is in front and the right foot is behind.The right knee must be lower than the left knee, and the inner side of the right knee should be closer to the inner side of the left calf, forming a state where the left knee is high and the right knee is low.Women should keep their legs close together, while men can separate them moderately.

②Cross squatting posture: It is usually suitable for female store managers, especially for women wearing short skirts.When squatting, the right foot is in front, the left foot is behind, the left knee is stretched from the lower back to the right, the heel of the left foot is lifted, and the sole of the foot is on the ground.The legs are moved forward and backward to support the body together, the upper body is slightly leaned forward, and the buttocks are facing down.

(End of this chapter)