Dealing With Problem Customers

Sending Items Back

Now that you are an Avon Representative, you have customers, most will be easy to deal with, but not all. You will run into customers that will want to return everything (it's the wrong size, color you name it there is something wrong with an item). It seems as though these people get a charge out of this kind of behaviour: granted sometimes items need to go back, that's life, but the customer that uses a bottle of Anew (the entire bottle) and then says "it made my face break out" is up to no good. Here's what we do. If a customer has a legitimate excuse - no problem replace the item or give them a credit, Avon has a 100% guarantee so you will be reimbursed. If they insist on a cash refund give it (give her a receipt that you have given her the money back and have her sign it). If your customer is playing games as mentioned above - tell her you'll be glad to take the item back but she'll need to pay for shipping (chances are she'll think twice, this time and certainly next).
The more you do this (sell Avon) the better you'll get at spotting problem customers, remember this is a business, you will try to satisfy everyone, but you can't. Develop your own rules as to how you will deal your customers,try to put yourself in their position, most times they will have a legitimate complaint but don't be bullied by those that waste both your time and money.

Business Hours

Set your own hours of business. Many people stay up late at night and some feel that if they're up you must be too. We're up early, generally around 4:00 am, however we're in bed by 9:00 pm (it's the whole early bird thing I suppose). Our phone gets shut off at bed time, if someone wants to get in touch with us they can leave a message (on the rare occasion my wife forgets and the phone rings at midnight, my wife will promptly call back when she gets up - 4:00am!
I must say that rarely do we receive calls from customers at all hours, generally it's from representatives, those are told to leave a detailed message and we'll get back with them (when the sun it up!)

Not Having The Money

I'll pay you on Friday when my check comes in. Chances are you have heard this one before, dealing with this one is simple (have your rules). "NO MONEY NO PRODUCT". You don't go into Walmart pick something off the shelf and tell the clerk you'll pay them on payday do you? Then why would you offer this to anyone. If they want it give them the item when they pay for it, don't offer credit - you will get burned. If they don't pay you for the item - send it back or try to resell it! Remember if you give the customer the item and don't get paid for it - you're still responsible for the bill to Avon.