BILLING
What is a client charged initially for a SPO piece?
50% of the subtotal for the SPO piece.
What are the three types of delivery and what delivers complimentary?
#1 Standard
#2 Mid-Tier
#3 White Glove
Bed linens and towels ship complimentary.
When something comes up with a client/order/delivery where do you find who you can partner with, outside of the gallery?
Who to Contact List
What makes a project a DCO?
A client needing CAD, who is interested in a layered design for one or multiple rooms.
What is the first question you ask a client when they come into the gallery asking about specific pieces and interested in placing an order?
Has another RH Designer started a project for them or are they working with an outside Designer?
If a client has in stock, white glove and SPO pieces in their order, what three items will be reflected on their billing statement?
#1 Pending authorization charge for the entire order.
#2 50% deposit of the subtotal for all SPO pieces.
#3 A charge for every in stock items, with tax and shipping.
If a client needs an order future dated for June 14th, what date would you indicate on their order?
June 1, 2023
Who do you partner with for an order/item cancelation that has already been scheduled?
Create a gallery solutions case and call scheduling.
What are the three main differences between a GCO and a DCO?
#1 CAD
#2 Design Strategy
#3 Presentation
What three components make up a fully functioning vanity?
#1 Counter Top
#2 Faucet + Tailpiece
#3 Vanity Base
If a client places an order and pays with cash with a multiple phase delivery, but decides to return one of the pieces during their first delivery, how and when will they be refunded?
The client will be refunded once their entire order has been delivered and in the form of a check.
How can you make certain that a Delivery Ambassador is present at a delivery for your client?
Submit an RHIYH Delivery Ambassador request.
Who do you partner with for GC and billing inquiries?
At what point when speaking to a client, would we decide to assign a project to Amanda/Sachil and how would you do that?
If the client's budget is more than $25K, then we need to see if Amanda or Sachil are available to speak to the client. If not, then a lead needs to be created and details of the project need to be recorded, along with the details of next steps that is communicated with the client.
What four components make up a fully functioning shower/bath?
#1 Shower Head
#2 Shower System and Trim Set
#3 Bath Spout
#4 Drain
When a client comes in with 77 RH GC's that they received from AMEX, what is the easiest way to process their order?
Process the order on the POS by indicating that they are purchasing with a RH GC and enter the entire dollar amount for the GC's and swipe one at a time. The amount on each card will be deducted from the total until you're finished swiping all of the cards.
Which Market and DC is located closest to Orange County and where are they located?
Market 8- Ontario, CA and DC 95- Patterson, CA
If a client has a question concerning their RH CC, who do they contact?
TD Bank
What are the five steps for a DCO?
#1 Inquiry or Lead Created
#2 Initial Design Consultation
#3 Strategy and Development
#4 Design Presentation
#5 Purchasing Appointment
Which products do we offer warrantees with?
*Aireloom Mattresses
*Water Works Products
What is the process if a client indicates that they will be paying for their order with a wire transfer?
A complete estimate must be sent to the client, including tax and all shipping/handling fees. You also need to complete a wire transfer form with the opportunity number and send that to the client. The order will be placed once the wire has been accepted. Once receiving confirmation, you can place the order in Concierge as a POS payment; Register 9 / Transaction 9999. Send a copy of the complete wire transfer to Delight Payments and once the transfer is cleared by RH's bank the order will be released from hold. The hold can take up to 10 business days.
What questions in regards to delivery, do we need to ask our clients before processing an order?
Is this your primary residence?
Is this a secure location and if so, do we need a code to get in or permission?
Is there a long/narrow driveway?
Are there any narrow/low doorways/hallways?
If a client has a question concerning a particular item, who do you partner with?
Merchant Q&A
What makes up our Design Ethos?
#1 Environment
#2 Architecture
#3 Room/Furniture
#4 Decor
Which collections are implied as a complete set but are sold independently?
*Pillow Case and Pillow Insert
*Duvet Cover and Insert
*Lamp and Lamp Shade
*Outdoor Seating Frame and Cushion
*Centerpiece/Vassel/Planter