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