When a customer visits your store for the second time and attempts to use a new customer discount, it is essential to handle the situation based on the definitions of new and returning customers. Below are the specific guidelines and recommended steps to ensure a smooth and professional approach.
Definition of a New Customer Discount:
A customer qualifies for a new customer discount if they meet one of the following conditions:
-
First-time purchase – The customer is purchasing a service from your business for the first time.
-
No purchases in over a year – If a customer has not purchased any service from your store for more than 365 days, they can be considered a new customer again.
Definition of a Returning Customer Discount:
A returning customer discount applies when a customer books a service again within 365 days of their first purchase.
Steps to Handle the Situation:
-
Verify the Purchase History:
- Check the customer’s account purchase history to confirm if they meet the eligibility criteria for a new customer discount.
- If the customer is purchasing for the first time or their last purchase was over 365 days ago, they qualify for the new customer discount.
-
If the Customer Does Not Qualify for the New Customer Discount:
- If the customer has already made a purchase within the last 365 days, they should be classified as a returning customer and cannot use the new customer discount.
- Politely explain the criteria for new and returning customer discounts and inform them that they are not eligible for the new customer promotion.
- Offer them an exclusive returning customer discount to show appreciation for their continued patronage.
By following these guidelines, merchants can clearly distinguish between new and returning customers and apply the correct discount policies accordingly. This approach ensures fairness in promotional offers while demonstrating professionalism and excellent customer service.
For any questions or further inquiries, please contact us at prosupport@hellotoby.com. Our office hours are 9:00 AM – 6:00 PM (Monday to Sunday, excluding public holidays).