Return Policy

If I were to ask you who your best salesperson is you would answer with "my top performer" or the "one that brings in the most $". Right? All great answers, however which one keeps the money in the door?

Your best salesperson is the one who sells the total solution to the customer. And if it doesn't work out or products need to be exchanged they keep the customers money with your company and not let it go to your competitors. It's as simple as that. They not only bring in the money but keep it with your company, building loyalty the whole time.

So lets look at some common mistakes salespeople make.

The first mistake most salespeople make is they mention what they can't do for the customer. As the customer I don't care, for the simple fact that it more than outweighs what you can do for me. So start off by telling me (the customer) what you CAN DO for me. This will help to set the boundaries for the conversation. And more than likely any of the options you offer will be acceptable.

The second mistake most often made is the salesman stops selling during the return. If its a new widget or solution you are putting me into, that's another sale! And its another sale I chose to go through you instead of your competition. So why should you treat me any less. Remember: NEVER stop selling until the customer says no. And even then you should try one more time.

The biggest mistake made by most organizations is that they fail to educate their salespeople on how to handle the return. I don't know if they think returns will never happen or what. So the last thing you want to happen to a loyal customer (loyal because they have already purchased from you) is having to wait until the one knowledgeable associate shows up to answer the question. Make sure that your entire staff is "in the know" about returns and how to handle them.

The Selling Point:

1. Never stop selling to your customer, a return is another interaction with your target customer. Make sure they have ANOTHER pleasant experience
2. Knowledge is power. You should spend an equal amount of time training your staff on returns as you do selling. This is you chance to save the sale should your solution not be a perfect fit the first time around.
3. NEVER, and I mean NEVER tell the customer what you can't do for them. They are only interested in how the problem will be solved, not all of the other great solutions you can't do for them.

Remember your best salesperson isn't the one who brings in the big bucks. It's the one who keeps them from flying out the door after the sale is complete.