Quote:
Originally Posted by Shopaholic
Define retailer. The CEO of the company? The manager of the store? or some minimum wage peon on the sales floor? [no offence, I'm just a peon where I work too. I don't make the rules.] There IS a big difference. CEO's & even store managers can't control what individual employees say or don't say at all times to all customers. I strongly doubt the store manager would say sure, bring it home, play with it for 2 weeks & bring it back if you don't like it. He/she knows darn well how much of a loss they're incurring. The peon on the floor wouldn't.
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For years I worked for a small mail order company that sold a variety of personal care products. The statement in bold above was exactly our policy when we had a customer (or potential customer) who couldn't decide between two similar products...and yes, the manager and even the CEO/owner were well aware of it - the instructions came straight from the top. This was several years ago and I don't have any hard numbers to back it up, but I firmly believe (as did the CEO) that the number of loyal customers we gained who might not have ordered at all without this policy more than made up for the returns generated by it.