Assist retail customers who need to return goods

This standard is about discussing and assisting retail customers who need to return goods and letting them know your workplace policies and procedures for returns. Interactions with retail customers may take place face-to-face, over the phone or online.

This standard is for staff who are assisting retail customers returning goods.

When you have completed this standard you will be able to demonstrate your understanding of and ability to:

• Assist retail customers who need to return goods

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1. check clearly and politely with retail customers what goods they want to return and their reasons following your workplace procedures
2. apologise if your workplace appears to be at fault
3. assist retail customers to understand your workplace’s policy on returned goods when they appear unclear
4. follow the relevant legislation and your workplace requirements for offering replacements and refunds
5. explain to retail customers the action that will be taken and any charges or refunds that apply following your workplace procedures
6. assist retail customers when goods need replacing by picking from storage, self-selection on the sales floor or when goods need to be sent out, following your workplace requirements
7. explain to your retail customers the arrangements for returning unwanted goods following your workplace requirements

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1. the common reasons retail customers have for returning goods to your workplace
2. your retail customers' relevant legal rights to replacements and refunds
3. your workplace procedures for assisting customers face to face, over the telephone and online
4. your workplace's policies and procedures for replacements and refunds, including proof of purchase
5. the level of your authority to agree to replacements and refunds, and who to ask for help when required
6. any charges that apply when your retail organisation is not at fault
7. where and how to find replacement goods if they are not immediately available
8. your workplace procedures for assisting customers with replacement goods, either by self-selection, picking from stock or sending goods to retail customers
9. your workplace procedures for how retail customers should return unwanted goods

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Organisation policy – This may be a set of principles, procedures or both. These may be written or not, however it needs to be clear to all staff about what procedures should be followed and when.

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PPL.B210 Process refunds, returns and exchanges of goods

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5

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2030

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Current

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Original

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Skillsmart Retail

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SSR.B209

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Manager, Owner/Manager, Retail and Commercial Enterprise, Retailing and Wholesaling, Sales and Customer Services Occupations, Sales Assistants and Retail Cashiers, Team Leader

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7112

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Retailing; retailers; returns; returning; items; products; produce; materials

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