Page 16 - Peak Period Planning Document-ENGLISH - 2019 - THYME_Neat
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PRODUCTIVITY
BREAK AWAY RETURNS
STATEMENTS HOW TO WOW
Sometimes you start working with one customer, We need to uphold this promise of an exceptional shopping experience,
build a great rapport and then find yourself in ESPECIALLY if the customer is visiting our stores to return or exchange an
an uncomfortable position to break away to item. So how exactly can you WOW our M2B who come back to us with
greet a new customer who has walked in. You concerns with an item? Make the process quick, friendly and EASY. See it as an
are not alone! This happens all the time and opportunity to celebrate our customer by giving her a WOW M2B experience!
the difference between being good or being
GREAT is in the Art of Breaking Away. Most customers are genuine and have legitimate reasons for coming back to us
with an item. For example:
• The customer ordered something online that didn’t work out for her.
• The customer would like a price adjustment.
• The customer wishes to exchange an item.
• The customer is simply not happy with her purchase or changed their mind
and would like a refund.
As you all know returns are a part of our business and a percent
WATCH THE of sales. If our sales go up so will our returns. For this reason we
MULTIPLE CUSTOMER need to be ready to WOW her during refunds. This is where
SELLING VIDEO! you come in!
