If a customer contacts you, and their only question about a product consists of… “Do you require an RMA number on returns?”… before they have even purchased said product… Tell them you’re sold out.
buckworks
10:33 pm on Jan 16, 2015 (gmt 0)
LOL!
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LifeinAsia
2:04 am on Jan 17, 2015 (gmt 0)
Tell them you’re sold out.
Then direct them to your competitor.
martinibuster
5:46 am on Jan 17, 2015 (gmt 0)
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I agree. :)
Ease of returns is an important selling point. Return policy is important for products like clothes because sizing is variable. That's an opportunity to become a loyal customer and evangelist.
Justin Sanger gave a presentation highlighting how customer satisfaction is an important factor in ecommerce. He says the sales funnel doesn't end at the sale. It opens up on the other side after the sale. Check it out, I think it's a visionary and brilliant presentation on ecommerce:
I believe that many interactions with a potential or current customer are an opportunity to cultivate satisfaction and that in the long run this is one path (out of many) to sustained growth.
lucy24
7:34 am on Jan 17, 2015 (gmt 0)
But if they're asking this very specific question before they've ever bought the product, it kinda makes you suspect that they bought a defective widget from somewhere else and are looking to unload it. If not the original vendor, then you'll do instead.
dpd1
8:01 am on Jan 17, 2015 (gmt 0)
Anytime I've ever had somebody ask about returns, before they bought something... They later returned it. I very rarely have any returns. I guess I'm lucky. I just thought it was funny that the guy had the terminology down and everything. Most people would have no idea what an RMA number is.
