(extract from the CFA Fair Organisers and Stallholders Guide)
IN ORDER TO KEEP PEOPLE SHOPPING AT CHARITY FAIRS, STALLHOLDERS MUST HAVE AN EXCELLENT AND AVAILABLE AFTER SALES SERVICE. PEOPLE WILL BE PUT OFF SHOPPING AT THE FAIRS IF THEY FIND THEY HAVE A PROBLEM WITH A PRODUCT AND HAVE NOT BEEN ABLE TO CONTACT OR HAD NO HELP FROM THE STALLHOLDER CONCERNED. THE AFTER SALES SERVICE MUST BE THE EQUIVALENT OR BETTER THAN ANY SHOP OR WEBSITE TO GIVE PEOPLE THE CONFIDENCE TO COME BACK YEAR AFTER YEAR TO YOUR STALL AND ALSO SPREAD THE CHARITY FAIRS WORD. HERE ARE SOME SUGGESTIONS AS TO WHAT YOU’RE AFTER SALES SERVICE SHOULD PROVIDE:
- Follow up on customer requests
- Ensure orders are posted out promptly or customers kept abreast of progress of orders
- Pay commissions on orders directly resulting from a fair
- Ensure you have your contact details on all your publicity material, social media, invoices, cash machine receipts etc. More often than not this leads to more sales rather than complaints!
- If a customer is unhappy with the quality of a product, replace or refund it graciously
- If a customer has changed his/her mind, try to encourage them to find an alternative or if not, refund
- Ensure you have a refunds policy and stick to it. It should be the same as the one that you have on your website
- Make your refunds policy is as good as any shop or website or what you as a consumer would expect
- For higher value items, explain that you have already given 10% of the value to the fair for the charity and see if they will accept a refund less the 10%. Negotiate!
- Try to turn a negative into a positive e.g. give a free gift – they may like it and buy some more!
FACE TO FACE COMPLAINT
- If a customer complains about you, LISTEN
- Try to stay pleasant. It is very hard to complain about somebody who is trying to help.
- Don’t get defensive or aggressive
- Try to understand what the issue is and what they want to make it right
LAWS TO BE AWARE OF
Sale of Goods Act
Consumer Credit Act
Supply of Goods and Services Act