oh, heck..new topic...Tear Sheets

Joined: 04 Jul 2003 Posts: 1337 Location: The Collective

Joined: 04 Jul 2003 Posts: 131 Location: Indiana, U.S.A.

[/b] Customer talks about earlier purchase and is unhappy about product. Decides to purchase a different item but does not return previous purchase. Two weeks later decides to return the earlier purchase. You know they will return this item eventually. What do you do?
A. Ring the new purchase on your number.

B. Ring the new purchase on the other associate.

C. Quit your job because your not sure who you are
working for at this point.

D. Look at the customer with a deer in the headlights look Doh!

Joined: 06 Jul 2003 Posts: 19

I think the answer should always be B, unless:

1) The original associate doesn't work there anymore.

2) The original purchase was over 6 months ago.

3) The customer is getting a completely different item - say, returning a $50 DVD player and buying a $500 TV/DVD combo.

In the case of 3, I would ring it in my number, but tell the register that I was the original associate (you can do this in manual mode). This way, the original associate doesn't get hit for the return, I do - but then I also get the commission on the new sale.

Joined: 04 Jul 2003 Posts: 131 Location: Indiana, U.S.A.

so who the heck are you working for? Sears, the other associate or yourself. HMMMM.
Now what is the consumer decides to give the item to their child instead. Who are you working for now?
Sears is screwing your thinking and the associate is getting the last laugh too. sorry all sales should be final when they walk out the door. You sold it the first time but not the next time. It will all work out in the wash.....But i have a real hard time when an associate tells them to dry their vacuum and if it doesn't work out, simply return it. And then who do you think does all the work.....I don't think so. Doh!

Joined: 06 Jul 2003 Posts: 19

Ugotme, do you ring in your number even if it's an even exchange? What if it's something where the first item was defective? Certainly that wasn't the original associate's fault.

Joined: 04 Jul 2003 Posts: 131 Location: Indiana, U.S.A.

no even exchange is exactly that. The exact same thing is switched out using original associate number.
Thumbs Up

Joined: 04 Jul 2003 Posts: 130 Location: Florida

Nice to see so many 'B's here. That's what I call team work.

Thumbs Up

Posted: Tue Jul 15, 2003 4:37 am Post subject:

always B if it's under six months

Joined: 04 Jul 2003 Posts: 1337 Location: The Collective

Teamwork is what it is all about. "B"

Posted: Tue Jul 15, 2003 5:50 am Post subject:

It should always be "B". Shoot, on the greedy end of things, I am FTA and I work with several part-timers. There is more chances of a sale of mine needing to be exchanged because I am selling more product. On that same note, if you are part-time and only working 15-25 hours a week, you can't afford to lose sales when a defect happens. We didn't build them, we just sell them.

Posted: Tue Jul 15, 2003 1:19 pm Post subject:

I think the thing that shocked me more then anything is that they would ask a customer to come back with a vacuumn lug it through the store till there salesperson was in. THat is awful and if anyone ever treated a customer like that in our store, I thin k the store manager would fire them. The customer should always be treated like your own

Joined: 04 Jul 2003 Posts: 462 Location: West Coast

the customer should never be inconvenienced according to sears, and you should NEVER ring in someone's number or you can be terminated. if a customer comes in with someones tear sheet, and they are at lunch, we are not even supposed to ask if they want to wait for their salesperson, we are to ring it up for ourselves, period. we all do the best we can with the rules we are given, but i think it's awfully selfish of ME to expect a co-worker to ring for me and risk their job over a $20 commission. i'd feel terrible if that's the one time AP was watching or they got caught. it's not like there are that many exchanges, i don't think i lose one every other month. once we got rid of the ring for each other, if forced the whole sales force to become "better". you had to sell correctly, ring correctly and return customers phone calls. you'd be surprised how many don't take the time to do things right hoping someone else will fix it. it's just not a problem in my store.

Joined: 04 Jul 2003 Posts: 1416 Location: Indianapolis, IN

this thread is a great example of why all stores, all districts, and all regions cannot operate by a cookie cutter format - a more exaggerated example is: the company sells de-icer for auto windows during the winter months - but - why do you need to sell de-icer in southern Calif., Ariz., N. Mex. and expect those stores to hold up to the same expected sales of stores in the regions that have snow - those sales for those stores are just a fluke of nature - not the norm - to expect the results in all the stores just because it is on paper is ridiculous - just because it is written on letterhead doesn't make it so

MrsDD

Joined: 04 Jul 2003 Posts: 34

What do your customers think of the Discovery/Tear Sheet?
According to Sears customers love them.
I my expariance only a select few really like them and think it is a great idea for us to write evert little thing down.
Most customers are in a hurry and would like a fast and simple selling environment.
How many times have this happened. " I will take this one"
the customer knows what they want to buy and would like to do so and get out of your store and do other things.
A lot of my friens and family feel that the tear sheet is a big
encumberance to them.
I feel the same way often times Rolling Eyes

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