In the chapter of "Reduce the Risk," Gitomer lists some examples that salesperson can use to gain prospect's trusts. However I have something in mind doubting if one of them would really work from salesperson's perspective.
- If you're concerned about whether or not it'll work for you after you get home, don't worry, you can ALWAYS bring back (and add some peace of mind). We want you to be happy.
Hearing too many problems from a friend who was a Customer Service Representative at an online instrument store, customers always used some lame excuses trying to get a full refund when they bought something later they found out they don't like them. There are excuses like "don't like the colors," "the instrument doesn't play," "the quality is not as good as I thought," and etc. From the company's perspective, shipping and packaging cost a high percentage of the sales price if the product is under US$150. I've also heard from my dad that the return rate of his products at Wal-Mart is as high as 12%. And his returned stock cannot be used again, they all went into trash. I even know a friend who bought a laptop at Fries and returned it as soon as she was done using it (she only needed for a few weeks). These rights are used to protect customers, but customers are using this right as a legal loophole.
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