| What are some of the reason customers become | | | | control provisions sometimes a product is faulty and |
| dissatisfied and how can you use your point of sale | | | | so we need to make the process of a customer |
| system to avoid this? | | | | return as painless as possible for the customer while |
| We all know that some customers are just trouble | | | | ensuring we have policies in place to protect the |
| no matter how hard you work to please them. | | | | business from abusing our processors. First of all you |
| However these type of people represent the | | | | need to have a clear policy for the return of goods |
| minority, so we will not focus any time on these | | | | that makes the process straight forward for the |
| types of customers. The question we need to ask | | | | customer to understand. You also need to be aware |
| though is what turns a normally happy customers in | | | | that this policy cannot remove the customers basic |
| to a disgruntled customer and then when we | | | | rights under common law and the laws of your state. |
| understand this what steps can we take to avoid | | | | The next step is that you need to be able to track |
| these. Also as this is a blog focused towards the | | | | the customer return in your point of sale system |
| retail and point of sale topic, how can we use our | | | | including the follow on supplier return. This ensures |
| point of sale system to help minimise these issues. | | | | that the customer cannot ask for more refunds than |
| As retailers we need to be aware that a customer | | | | they are due and that you ensure you get a |
| who has a good experience may tell 1 or 2 people, a | | | | replacement from the supplier. So many retail |
| customer who has a bad experience will tell 8 to 10. | | | | businesses are very disorganised in the area of the |
| For this reason we need to all that we can to | | | | supplier return which affects their profitability. |
| minimise bad customer experiences through utilising | | | | Another important function is your point of sale |
| our point of sale database. | | | | supports this functionality is to record notes in the |
| The first point to think through is times when we | | | | original sale or at least the sales return on the |
| have become unhappy with the service provided by | | | | reasons for the return and any other details that will |
| a retailer. When you think about retail sales the issues | | | | help in the management of your customers. Another |
| all revolve around either the quality of the product or | | | | very helpful feature I have seen in some point of |
| the suitability of the product to meet the | | | | sale systems is an event log where you can record |
| requirements of the customer. | | | | the the details of all communication in the customer |
| First of all if we first assume that the quality of the | | | | management centre. The number of times having this |
| product is fine an issue can arise if your staff | | | | log of communication can resolve a customer issues |
| recommend a product to a customer which does not | | | | is amazing. A customer is complaining and you are |
| meet the needs of the customer. For example a | | | | able to go and read back to the customer all the |
| customer is going camping and is looking at sleeping | | | | steps that have been followed and what the |
| bags. Now it is important that the retail staff in this | | | | customer has agreed to on a previous occasion soon |
| situation find out from the customer their budget and | | | | reminds the customer who has forgotten what has |
| the climatic conditions they plan to camp in. This | | | | happened in the past or is just being difficult. |
| information is either available via brochures or as a | | | | Another method where your point of sale system |
| minimum needs to be accessible in your point of sale | | | | can help avoid problems and help you provide better |
| system so that your staff can advise the customer. | | | | service is in the area of the customer profile. If you |
| Now if your staff advise the customer to purchase a | | | | can quickly view purchase history and attribute on |
| sleeping back rate for 5+ degrees Celsius and they | | | | the customers interests this can help your staff be |
| go camping and it gets to -2 then the customer is | | | | more aware of the customers requirements. It also is |
| likely to be very unhappy with your business. The | | | | nice for the customer to get the impression that you |
| problem is not with the product but it is with the non | | | | know about them and are interested in what they |
| suitability of your product for what the customer | | | | are interested in. This is achieved in your point of sale |
| needs. Also now because the customer has had a | | | | by having tools to quickly view customer history and |
| sleepless night, shivering in the cold they will be very | | | | to be able to record attributes about the customer in |
| unhappy and will come in seeking a refund. This | | | | their customer management area. |
| situation could have been avoided if your staff | | | | I hope you have been encouraged to review your |
| received the appropriate training and also knew how | | | | point of sale system and think about how you can |
| to access the information in your point of sale | | | | better use is as a tool to manage your moments of |
| system on the product. In some cases the product | | | | truth with a customer. A moment of truth is how |
| information is not available to your staff, so you as a | | | | well your business as in your staff deal with every |
| business owner need to ensure you get this | | | | interaction with a customers. The better your |
| information in to your point of sale systems which | | | | systems and the way you use your systems such as |
| should have support for an extended description. | | | | your point of sale system the better you manage |
| Lets now deal with the second scenario when you | | | | these moments of truth and the more your business |
| have a defective product. Despite the best quality | | | | will grow. |