BUY POLICY
PHONE OR CUSTOMER DOES NOT HAVE ITEMS WITH THEM AND IS ASKING
ABOUT IT AT THE STORE
Customer: I wanted to bring clothes in. I'm not sure how this works. What do I need to
do?
Employee: Have you ever sold clothes to us before?
Customer: No, this is my first time.
Employee: Great! Let me explain to you how the process works:
MEMORIZE WORD FOR WORD IN THIS ORDER:
 We are a teen store. We buy and sell gently used, brand name clothes for teens
and young adults.
 We buy all teen brands like American Eagle, Urban Outfitters and Forever21.
 Please bring in all items freshly laundered, gently worn, neatly folded, in a bag or
a box without hangers.
 Everything must be free of stains and all buttons and zippers must be in place
and in working order
 We look for casual styles and items that teens are wearing today, or have
purchased from stores within the last year to year and a half.
 No Appointment is necessary because we buy items everyday Mon-Sat before 8,
and Sunday before 5. The earlier you get in, the better.
 We buy all seasons all the time.
 Right now we're really looking for low rise dark wash jeans and khakis for both
girls and guys.
 We'll pay you cash on the spot for all the items that we can accept, and we'll give
you back anything that we cannot add to our inventory.
 Do you have any questions?
OTHER FACTS AND INFO YOU WILL NEED TO KNOW:
PRIMARY MARKET -BETWEEN THE AGES OF 12-24
PRICING - AFTER ITEMS ARE SORTED THE ITEMS THAT WE CAN RESELL ARE ENTERED INTO OUR
COMPUTER SYSTEM, AND OUR COMPUTER GENERATES THE PRICE FOR US. OUR ITEMS ARE PRICED
AT ABOUT 70% OFF THE RETAIL PRICE AND WE PAY OUR CUSTOMERS ABOUT 1/3 OF WHAT WE
SELL OUR ITEMS FOR.
EVERYTHING IN OUR STORE IS PRICED INDIVIDUALLY BASED ON THE BRAND STYLE AND CONDITION.
PAY OUT ESTIMATES-WE NEED TO SEE ALL THE ITEMS TO GIVE A PROPER ESTIMATE. WE CANNOT
GIVE ESTIMATES OVER THE PHONE.
SIZES THAT WE TAKE ARE:
 GIRLS JUNIOR SIZES XXS-3XL IN TOPS AND 00 – 19/20 IN BOTTOMS
 GUYS XS - 2X IN TOPS AND 26-40 IN BOTTOMS.
THINGS WE BUY-WE ALSO BUY ACCESSORIES LIKE SHOES, SNEAKERS, BOOTS, LARGE EMBELLISHED
HANDBAGS, JEWELRY, HATS, GLOVES, SCARVES AND BELTS.
ESTIMATED TIME FOR A BUY-A BUY TAKES APPROXIMATELY 10-15 MINUTES BUT VARIES
DEPENDING ON THE SIZE OF EACH BUY AND HOW MANY CUSTOMERS ARE AHEAD OF THEM.
ESTIMATES ARE GIVEN TO EACH CUSTOMER ONCE THEY BRING IN THEIR BUYS.
STORE POLICY RE: ITEMS LEFT OVERNIGHT - WE HAVE A STRICT POLICY WHERE ALL OUR
CUSTOMERS MUST RETURN THE SAME BUSINESS DAY TO RECEIVE CASH FOR THEIR ITEMS. IF THEY
DO NOT RETURN THE SAME DAY, THEY WILL GET A STORE CREDIT AND ANY ITEMS WE PASSED ON
ARE DISCARDED. WHEN CHECKING CUSTOMERS IN, IT’S IMPERATIVE THAT WE TELL THEM THAT.
STORE HOURS : MON - SAT 10-9PM AND SUN 11-6PM.
LOCATION: DOVER COMMONS SHOPPING CENTER, NEXT TO THE DOVER MALL. SAME SHOPPING
CENTER AS PIER 1 IMPORTS AND CHUCKY CHEESE
FORMS OF PAYMENT: CASH, VISA, MASTERCARD, DISCOVER, DEBIT, PLATO'S CLOSET GIFT CARD.
WE DO NOT TAKE CHECKS OR AMERICAN EXPRESS.
RETURN POLICY: FULL REFUND WITHIN 7 DAYS OF PURCHASE WITH TAGS ATTACHED AND RECEIPT
ON APPAREL ONLY. NO RETURNS ON ACCESSORIES: JEWELRY, HANDBAGS, SHOES, SCARFS, HATS,
ETC.
GREETING -EVERY CUSTOMER NEEDS TO BE GREETED WHEN THEY ENTER THE STORE AND EVERY
CUSTOMER MUST BE TOLD OF ANY SALES THAT ARE GOING ON. EYE CONTACT AND A SMILE ARE
REQUIRED. EXAMPLES: HI, WELCOME TO PLATO'S CLOSET; HI, HOW ARE YOU DOING TODAY?;
GOOD MORNING, HOW ARE YOU TODAY?
RINGING UP SALES

EVERY CUSTOMER NEEDS TO BE ASKED IF THEY HAVE EVER SOLD CLOTHES TO US BEFORE
AND IF NOT, THEY NEED TO BE GIVEN A BUY POLICY AND IT NEEDS TO BE EXPLAINED IF
TIME ALLOWS. IF THEY HAVE SOLD TO US, EMPLOYEE NEEDS TO MENTION TWO ITEMS
THAT WE NEED MORE OF.

WHEN RINGING UP SALES, EVERY CUSTOMER MUST BE TOLD THE RETURN POLICY.

YOU MUST ALSO UPSELL. SUGGEST A 2 FOR $5 OR 2FOR $10 ITEM.
ANSWERING THE PHONEPHONE MUST BE ANSWERED WITHIN TWO RINGS AND YOU MUST USE THE PHONE GREETING FOR
THE SEASON. TODAY'S PHONE GREETING IS: "THANK YOU FOR CALLING PLATO'S CLOSET IN DOVER
WHERE WE PAY CASH FOR CLOTHES. THIS IS __________ ARE YOU LOOKING TO SHOP OR SELL TO
US TODAY?"
1) IF CUSTOMER IS LOOKING TO SHOP: ASK HOW YOU CAN HELP. REMIND THEM TO CLEAN OUT
THEIR CLOSETS BEFORE THEY COME IN AND TELL THEM 2 ITEMS THAT WE ARE LOOKING FOR AND
THEN REMIND THEM TO BRING IN THEIR ITEMS MON-SAT BY 7PM AND SUN BY 5PM.
OR
2) IF THEY ARE LOOKING TO SELL TO US (FIRST TIME): ASK IF THEY HAVE EVER BEEN TO OUR STORE.
IF NOT, MAKE SURE YOU LET THEM KNOW THIS IS A TEEN STORE AND RECITE THE BUY POLICY.
MENTION TEEN AS OFTEN AS POSSIBLE SO THEY UNDERSTAND IT (WE DON'T KNOW IF THE PERSON
ON THE OTHER END IS OUR PRIMARY MARKET OR NOT). IF THEY HAVE BEEN TO OUR STORE BUT
HAVE NEVER SOLD TO US THEN SAY, "OK SO YOU KNOW THIS IS A TEEN STORE, THEN LET ME TELL
YOU A LITTLE ABOUT HOW THE PROCESS WORKS" AND RECITE THE BUY POLICY.
BEFORE RECITING THE BUY POLICY ALWAYS MAKE SURE YOU ASK THE CUSTOMER IF THEY
HAVE A MINUTE FOR YOU TO EXPLAIN TO THEM HOW THE PROCESS WORKS.
OR
3) IF THEY ARE LOOKING TO SELL TO US (HAVE DONE IT BEFORE): ASK HOW YOU CAN HELP. REMIND
THEM TO BRING IN ITEMS IN A BAG OR BOX AND THAT THEY NEED TO BRING IN THE THEIR ITEMS
MON-SAT BY 7PM AND SUN BY 5PM. TELL THEM 2 ITEMS THAT WE NEED.
CUSTOMERS DO NOT ALWAYS ANSWER YOUR QUESTION , "ARE YOU LOOKING TO SHOP OR SELL TO
US". IT IS YOUR JOB TO MAKE SURE YOU KNOW WHY THEY ARE CALLING. SO IF THEY ASK YOU, "WHAT
TIME DO YOU CLOSE?" ANSWER THE QUESTION AND THEN ASK THEM IF THEY ARE GOING TO BRING IN
ITEMS TO SELL TO US. IF THEY SAY YES, PROCEED WITH EITHER BULLET POINT 2 OR 3 ABOVE. IF THEY
SAY NO, THEN ASK THEM IF THEY ARE JUST SHOPPING IF SO, PROCEED WITH BULLET POINT 1.
YOU WILL BE RECITING THE BUY POLICY 9 OUT OF 10 TIMES THAT YOU ANSWER THE PHONE. IT IS
VERY IMPORTANT TO TAKE YOUR TIME WHEN YOU ARE SPEAKING TO CUSTOMERS, SPEAK CLEARLY
AND DO NOT SOUND ROBOTIC. BE SURE TO ANSWER THEIR QUESTIONS BUT TAKE CONTROL OF THE
CONVERSATION. ONCE YOU EXPLAIN EVERYTHING THEY WILL PROBABLY NOT HAVE ANY QUESTIONS.
Every customer must be treated with respect and dignity. We are proud of the customer service we
provide. We strive for excellence with each and every customer each and every day.