For example: A customer bought a box of diclofenac sodium enteric-coated tablets in the store. After taking one, his skin became itchy. The next day, I didn’t take the medicine again, and the itchy skin disappeared. So, the customer went to the store to request a return.
After the clerk first asked the customer about the symptoms and ensure the safety of the customer's medication, he then told the customer politely: "This is an allergic reaction to taking medicine. Just stop using this medicine later. Allergic reaction to taking medicine is also a normal phenomenon, not a drug quality problem."
Customer: "I have taken this medicine before, but there is no allergic reaction. You have to get rid of this medicine. The allergic problem is cured anyway, so I won't ask you for trouble."
If the customer strictly follows the regulations, the reason for the customer to request a return is not reasonable at all, but in the actual operation, can the clerk argue and convince the customer?
Since the customer is mentally unable to return the goods and cannot be left, any reason cannot convince her. So, how should she deal with similar situations?
1. First, handle the customer's emotions
When people encounter problems, they are emotional reactions first, and secondly, rational reactions. This is related to the structure of our brain. When the brain is filled with emotions, a large amount of oxygen and blood will be supplied to the "emotional layer", and the "rational layer" cannot enter the stage of rational thinking because there is not enough nutrients. Therefore, when dealing with customer returns, the clerk must first deal with customer emotional problems.
In the above case, the clerk should ask the customer about his physical problems to see if the allergy is serious, whether it is being treated with special treatment now, etc. When the customer feels the clerk’s care, she will ease from that “opposition” state. Only when customers are calm can they handle problems rationally.
2. Check whether the medicine is sold in the store
In this case, the customer has already taken the medicine open and taken it. Obviously, it can no longer be sold again. Is it necessary to check it? Of course, standardized processes can avoid unnecessary trouble.
Sometimes I encounter such customers during the retail process of pharmacies. In fact, she has never bought medicine in the store at all, but she will say that she has bought medicine here, but the effect of taking the medicine is not good, and she is very firmly the medicine given to her by a clerk.
This situation generally occurs in elderly customers. Due to age reasons, there may be misremembering.
In order to ensure that the medicine is sold in our store, you can check it from these aspects: customer's shopping receipts, store sales data, drug outer packaging production date and batch number; drug inner packaging production date and batch number.
3. Do a good job in customer expectations management
. To handle any problem, you must first clarify what the goal is. Then, the same is true for dealing with customer returns. Whether the result is to agree to return the product or refuse to return it, as a clerk, what you need to do is to "satisfie the customer."
To satisfy customers, you must manage the customer's expectations well. What is expected management?
For example: Xiao Ming scored full marks in every exam. This time, due to poor review, he only scored 90 points. His mother was very angry when she saw the score.
If Xiao Ming told his mother before the scores came out that he might not do well in the exam this time, then his mother would not be so angry when she saw the real score. Because after listening to Xiao Ming's words, my mother would not expect the result of full marks, and the psychological gap was not that big, so she would naturally not be so angry.
It can be seen from the example of Xiao Ming’s exam that my mother’s reaction does not depend directly on the test results, but is affected by the gap between expectations and results.
If you want customers to be more satisfied, you must give customers a low expectation and better result. It can be stated in detail, "According to the regulations, there is no quality problem for drugs, and returns are not allowed. However, you are our old customer and consume a lot of money here every year, so I will return it to you. The loss of this box of drugs is borne by our store."
The same results, different expressions, bring different final experiences to customers.
summary
In the actual retail process, the returns situations of customers vary, and the reasons for customers to request returns may also be diverse. However, no matter which type it is, you can handle it in these three steps: ① Handle customer emotions well; ② Check drugs; ③ Do a good job in customer expectations.
It is worth noting that dealing with customers' emotions is not simply to comfort customers, but to clarify where the "knot" in the customer's heart is. For example, a customer came to buy designated medicine for his family. During the communication with the clerk, the clerk recommended other medicines. After buying it, I returned and asked to return the medicine recommended by the clerk. At this time, the clerk can say, "It doesn't matter if your family is unwilling to take it." In this case, seeing the customer's inner emotions is the most effective way to soothe.
The expectation management of customers is to give customers "80 points of expectation" and give them "100 points of result". The results are better than expected and will bring greater surprise to customers.
