About Wordless Wednesday

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We lease our credit card terminal from our bank and receive all of our ribbon and paper at no additional charge as part of the lease agreement. We just call them and they send it right out to us. That's why I was stunned the first time I received a call from "customer service" to let us know they had our "order" ready. When asked where the person was calling from, she gave a vague name like "merchant services".

Luckily, I was aware of this sort of scam and simply hung up on the caller. Not everyone is as fortunate. One retailer I know is still trying to use up the six toner cartridges from the incident in which she fell victim.

Do you get calls like these from telemarketers?

Office supply scams are on the rise and its time for retailers to put extra precautions in place to avoid getting taken by these unscrupulous salesmen. Take a look at these 5 Ways to Avoid Office Supply Scams as recommended by the Federal Trade Commission.

Related:

• Shoplifting Prevention 101
• Recognizing Return Fraud
• Is Your Perimeter Secure?

I recently read in our Chamber of Commerce newsletter that RadioShack is looking for a franchisee for our community. Out of curiosity, I visited the company's web site and took their online survey "to find out if a RadioShack franchise is a good fit". Truthfully, I just wanted to see what opening a RadioShack would cost.

I found exactly what I was looking for in the questionnaire. Question #4 asked if I am prepared to pay $69,900 plus initial operating cost and other expenses. I am not, but I wondered what the "other expenses" encompassed. To find the answer to my question, I looked no further than our very own About.com Guide to Franchising, Don Daszkowski.

If you're considering opening a retail store and like the safety net of the franchise business model, be sure to do your research first. Don has a ton of great information on the site, including 6 common costs to open a franchise.

Related:

• 4 Reasons People Don't Start a Business
• Is Retail Ownership Right For You?
• Types of Retail Ownership

80/20 Rule and other retail terminology can be found in our retailing glossary. View the alphabetical index of retail trade terms, definitions, acronyms and common misspellings of frequently used retailing terminology.

Can your staff spot fraudulent refunds? Do they know how to turn a return into a sale? If you aren't 100% sure of the answer to either question then consider making refunds the topic of the next store meeting.

Begin the meeting by reviewing the store's policy on refunds, returns and exchanges. Walk through the proper procedure of accepting returns, filling out refund slips and ensuring customer satisfaction.

Role playing is a great way to practice sales techniques and help the employee become comfortable in suggesting an exchange, or even an upsell, when a customer returns an item.

The following resources can help store management and staff learn more about writing and implementing a return policy.

Resources:

• Writing a Return Policy
• Merchandise Return Form
• Convert Returns into Sales
• Recognizing Return Fraud
• Dealing With the Disgruntled

The way we purchased our first cash register was by walking into the local wholesale club, reading the boxes of the only two models on the shelf, and then walking out with the cheaper register.

I suspect we're not the only ones who have shopped for a cash register this way and fortunately, the one we selected served its purpose for several years. Not all retailers are so lucky. There are better ways of choosing a cash management system for your store. Did you know buying the wrong system can actually cost you money?

Related:

• Balancing a Cash Register
• Petty Cash in Cash Drawer

April 22nd is Earth Day in the United States. It is a time to celebrate the progress we've made in protecting our environment. It's also an excellent time for retailers to go green or do a little green marketing to remind consumers of their commitment to this planet. Take a look at these recent press releases:

Whole Foods Market announced it will end the use of disposable plastic bags at the checkouts in all of its stores by Earth Day.

Macy's is celebrating Earth Day with the dedication of a 307-kilowatt solar power system at the Macy's store at Oakridge Mall in San Jose.

Starbucks Coffee Company and Conservation International are kicking off a new campaign on Earth Day to engage consumers to join their efforts to address climate change and create a better future for coffee farmers.

What earth-friendly, green initiatives has your store put in place? Need some ideas? Here are a few ways retailers can reduce, reuse and recycle.

A couple of months ago I attempted to take back an item purchased at an electronics store. With unopened box and receipt in hand, I walked to the Customer Service Desk and presented my product for a refund. "Oh, I can't help you with that!" exclaimed the salesperson. "You need to take that back to the department where you bought it."

Despite the lack of customer service from the Customer Service Desk, I followed the gal's instructions and found my way to the correct department. Again, I showed my item and receipt. "Nu-uh. We can't take that back" I was told. "Why not?" I asked. "The box has never been opened and I have a receipt. Don't you still sell these?"

"Yeah, but it's been over 90 days. That's our policy."

The poor customer service I received and the lack of flexibility lost that store any future business of mine. Is your staff running customers out the door? Take a look at these negative customer service phrases retailers should avoid.

Do you have a customer service phrase to add to the list? Click 'comments' to share your negative no-no's.

Related:

• 5 Ways to Lose Customers
• 10 Ways to Turn Off Customers
• Dealing With the Disgruntled

A reader writes:

I am starting a business and need a catchy name. My products specialize is swarovski crystal. All my products from clothing, shoes, hairbows, clips, purses and jewelry will bling and shine. I'd appreciate any feedback or ideas. My products will be for little girls.

Do you have a suggestion for a great business name? Join the discussion.

Related:

• Tips for Naming a Business

As your retail business grows, its financial and organizational needs evolve and as a retailer, your quest for information changes along with your business. Where you once needed help developing a business plan, you may now be researching pricing strategies.

In order to better serve you, the reader, I'd like to know at what point in the business life cycle is your retail business?

• Planning Stage
• Infancy
• Growth
• Maturity
• Expansion
• Decline
• Exit
• Other (Add your own option in 'comments' below)

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