I've been working in retail for 2 years, but I never knew how to handle this type situation.
So lets say that your store has a promotion where there is buy one get one free type of thing. You pay the full price of the first item, the second item is completely free. Usually, when you buy the first item, it usually comes with the extended warranty, and on the second item, it charges you if you want to buy it.
we, as retail people, say that the first item comes w/ the warranty, but in fact, you can take it out if you want to. Also, on your receipt, it itemizes the items, including the price of the warranty that came with the first pair.
So when the customer looks at the reciept, and see that the first pair is not the same as the second pair, they ask "what is this charge for?"
Then, we retail people say "its the warranty that came with your item."
Then, customer say, "well, it looks like it doesnt come with it. You have charged me for it."
Of course, I have no problem with taking it out if they dont want it. But usually, it is after the sale, and after the transaction, that the customer sees that, and doing partial refunds and full refunds always hurts the company.
For a company that strives for extended warranties, I got to keep my numbers high to keep my job.
After 2 years of working, I usually have no problem with it, but I was just wondering, with a situation like this, is there really a way to talk yourself out of this type of mess?
So lets say that your store has a promotion where there is buy one get one free type of thing. You pay the full price of the first item, the second item is completely free. Usually, when you buy the first item, it usually comes with the extended warranty, and on the second item, it charges you if you want to buy it.
we, as retail people, say that the first item comes w/ the warranty, but in fact, you can take it out if you want to. Also, on your receipt, it itemizes the items, including the price of the warranty that came with the first pair.
So when the customer looks at the reciept, and see that the first pair is not the same as the second pair, they ask "what is this charge for?"
Then, we retail people say "its the warranty that came with your item."
Then, customer say, "well, it looks like it doesnt come with it. You have charged me for it."
Of course, I have no problem with taking it out if they dont want it. But usually, it is after the sale, and after the transaction, that the customer sees that, and doing partial refunds and full refunds always hurts the company.
For a company that strives for extended warranties, I got to keep my numbers high to keep my job.
After 2 years of working, I usually have no problem with it, but I was just wondering, with a situation like this, is there really a way to talk yourself out of this type of mess?
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