this is something I've observed in several stores. Friendly when ringing up the sale, slightly chilly (but not to the point of outright rudeness) when processing an item you are returning for refund. Almost as if they are employing Pavlovian conditioning to discourage people from returning items too frequently.
Are retail staff trained to be ever so slightly unfriendly or chilly..
- Thread starter aidanjm
- Start date
Ask your self these questions: Why the hell would they be happy working in retail? Are they even paid enough to pretend to be happy?
Brainonska511
Lifer
- Dec 10, 2005
- 29,720
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A lot of people are jerks to retail employees, so they are jerks right back. Plus, they don't get paid that well, so they don't care too much about their jobs.
I'm always friendly to retail workers and sometimes you just get people who want to behave like idiots. I've had a few people piss me off at Sears and BestBuy but, overall they're usually pretty good.
I had this one chick imply that I was stupid for buying a case to hold my CD/DVD's in from them as she was ringing it up. I felt like telling her to STFU but, then I always try to be nice to these people because they're working for near minimum wage.
I had this one chick imply that I was stupid for buying a case to hold my CD/DVD's in from them as she was ringing it up. I felt like telling her to STFU but, then I always try to be nice to these people because they're working for near minimum wage.
Sales are easy to ring up, returns require paperwork, sometimes authorization from management, and other hassles. Not as bad as the person that shows up in the middle of the night at a grocery store with multiple WIC checks, food stamps, and three shopping carts full of stuff for the lone night checker, but still a hassle.
do you mean they mimic the behavior of the customer? I am usually friendly or polite with retail staff, because what's the point in being rude.
zerocool84
Lifer
- Nov 11, 2004
- 36,041
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There is more stress in doing returns which make the associate more frustrated as the day does on because you do have to refuse some returns and the customers go crazy as to why they cannot return said product and they yell at the return cashier and it gets them more mad and so-on.
Yea, obviously this isn't the case 100% of the time. A general rule of thumb is that they will mimic the behavior of the customer. Sometimes though an asshole customer can affect the next customer that employee deals with unfortunately. This entire theory is thrown out the window when the employee themselves are just complete assholes.
best buy tracks return rates hourly and many managers will scold their csr's if they don't try to offer objections or complications during a refund. especially if there are service plans accompanying the item. most stores have PA codes ('Code R to Computers' for instance) they use to have a rep from the corresponding department come run to the service desk to try and save the sale
We give off chilly vibes because most customers are jerks when it comes to getting refunds....especially for the good ole "Oh I changed my mind so now I want a refund" or " I saw it at another store cheaper after I bought it from you" excuse....I normally don't agree with anything my boss does or says, but when he implemented the "No refund, exhange only" policy, I was very happy with that one...we even have a big sign on the wall next to the counter which states that, I often have to point to it during the course of a work day.
I have outright rude customers returning items like 2 months ago. Specifically a heater after he was done using it for 2 months. It was an expensive $80 dollar heater.
Other reasons that I can potentially be rude:
They don't try to understand I'm trying to help them. Instead they flat out want their refunds and do not even care what I have to say to them. Every situation is different. Other stupid customers tried returning holiday items after the holiday was over. That's some of the low down ****** I ever seen.
Other reasons that I can potentially be rude:
They don't try to understand I'm trying to help them. Instead they flat out want their refunds and do not even care what I have to say to them. Every situation is different. Other stupid customers tried returning holiday items after the holiday was over. That's some of the low down ****** I ever seen.
We used to have people trying to return lower end Lexmark printers once they had used up all the ink...the printers were cheaper than the ink cartridges.
We also used to get people returning PC's that they ordered and purchased from us, because they had seen a better deal from Dell...thet used to piss me off a lot.
They come in and Customise a PC, which then gets assembled, they come in a few days later and pay for it and take it home, plug it in to the net and see some good deals on Dell.com, then they bring it back saying they want a refund because Dell is selling something cheaper...and then get really upset when I fall out of my seat laughing my ass off at them...
Another one that really pisses me off are the customers that purchase CPU's and then return them after they discover that it doesn't overclock as well as they'd hoped.
they usually come in stating "According to this website xxxxxxxx I should be able to reach this clockspeed...but I can only get a lower speed"
...Idiots, why don't you send it back to the manufacturer and see what they have to say about it.A sale being lost is less pleasant than a sale being made. Does that help?
Also, there is a tiring bunch of customers, who just make a habit of buying, using, wearing, then returning. I hope you are not one of them.
It's quite taxing on the sales reps.
Also, there is a tiring bunch of customers, who just make a habit of buying, using, wearing, then returning. I hope you are not one of them.
It's quite taxing on the sales reps.
A lot of people think they can buy comething and do whatever the hell they want and break and abuse something then demand a brand new item or full refund back.
They're probably just more bitter working in refunds than in sales. I would imagine with refunds they would have to deal with people that want unreasonable refunds, or refunds on policies that the store can't honor, etc.
I run a music store and the people that annoy me most are the ones that buy something, then return it an hour later because they run out of money and want to buy something else.
Otherwise returns really don't bother me, unless you act like a prick.
Otherwise returns really don't bother me, unless you act like a prick.
Most retailers get mad, because it costs them shipping to send the package back if it doesn't work, and they have to put the package back in the box.
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