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Focus of the Day

  • Embrace The Bag

  • Procedures of saving & processing a return

  • Procedures of processing an exchange

Candidate Tasks

  • Role Play return customer and discovering the reason

  • Walk-through R/E in OMNI

  • Walk-through R/E in RQ

  • Full Role Play

  • Deeper Customer Interaction

Day 13

Returns & Exchanges

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Mentor Activities

  • Stress the importance of WOW'ing a return customer

  • Stress the importance of contacting the original rep

  • Walk-through R/E in OMNI & RQ

  • Explain Restocks

  • Full Role Play

  • Recap Audit & Sales Order


  • Study Plans

  • Review Exchange Procedures

  • Study Promos

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