What does a sales officer do when the customer returns the product saying about its bad quality?

Check the receipt and see the product  falls under refund or exchange policy,Do it without fail.

It is important question as such cases usually happened from our traditional customers. Good receiving the customer and asking for the invoice for this product to be sure from the date of the purchasing and if it is under warranty period or not then try to inspect the product and discuss the customer about what is real problem of the product in order to keep all notes of the customer in  a report to be raised to the concerned Department to checking the Product quality if there is no any bad using or force damage. 

During this process try to give a polite apology to the customer about this matter with promise to give him a new one as an alternative. It is very important to keep a good relationship with customer during this event with relevant treatment to realize his needs and demands.

Check the validity and the warranty of the product.

Ask proper invoices or bills and delivery notes for proper details.

Compare the product with documents generated for particular. 

Check for any force damages.

Then take action according to the above details. If no force damages from the customer then you have consider it and take back.

As per terms & conditions you have to replace the product. If you provide replacement warranty for that particular product. If the product is not under any warranty or agreement for no returns. Then you have to remind the customer.

For healthy relation with the customers and future business take good decision to maintain your company's reputation.