MBA1340 Q&A Wednesday: How can I convince a customer they don’t need a refund?

Refund requests happen. They’re unavoidable. But how you respond can make all the difference in the success of your business.

It’s Q&A Wednesday, and we’re helping one listener learn how to turn those refund requests into opportunities — to keep the sale, to keep the customer, or to improve your company’s reputation in the long run. You won’t stop every refund, but you’ll make a positive impact on your customer relationships no matter what.

We’ll discuss the most common reasons customers request refunds, and how to address those reasons so the customer is more likely to change their mind. We’ll also explain what to do when a refund is appropriate, so that it’s not a total loss. Plus, we’ve got tips on preventing customers from wanting refunds in the first place.

Customers need the option of a refund to feel secure in their purchases. But that doesn’t mean every refund is a good idea, or a lost cause. Find out why — Click Play!


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