BOD
Bid, Order, Direct
When and RFCE is written and approved, where does the money go?
It goes back to the customer account as if it were a store credit.
This money can be applied to another order or replacement item OR it can be refunded using a CSR.
RFCE's can also include restocking fees.
CBID stands for
Copy Bid... you can copy and order here too!
Any Trilogie command ending in an I stands for
Inquiry - this means you are looking ONLY.
OI
BI
II
PI
ARI
Fill in the blanks:
For appliance in the South Bay area your ship warehouse would be ______.
For lighting and plumbing in the South Bay Area your ship warehouse would be _______.
3725
795
What is the different between OI and II?
OI is for open orders (those that have not shipped)
and II stands for invoice inquiry (those that have shipped).
When we talk about INVOICES, we are talking about orders that are process, out the door and delivered to the customer.
TRUE OR FALSE
If something ships out of our warehouse today and comes back today we don't need to write a RFCE?
False!
A credit should always be written if the item has left the building, even if the ticket is not yet invoiced.
Credits allow us to keep track of returns, refunds, defective or damaged product, RGAs etc.
POA stands for
Payment on Account
If you are in a Trilogie order and you quickly want to see what something is you can do this to pull up a photo
PI the item and then type IM (image)
TRUE OR FALSE
If a homeowner wants to make a purchase using their builders account, we can take the homeowners payment on the builders account.
FALSE!
This is a big no-no. The way money is applied and refunded has a lot to do with this.
Payment name must ALWAYS match account name!
We can extend builder pricing to the homeowner by CBID-ing the bid under the homeowners account and when it asks if we want to reprice the order we would put N for NO.
True or False
When creating an account for an interior designer, we would put them under the customer type End User
False
We always want to make sure we are categorizing the trades to the correct customer type. This is separate from their price column.
Why does RFCE have the work request in it?
We can add restock charges and we also have layers of approval. We can get RGAs where needed. RFCE's are a safe bet !
Remember that CSR's are INSTANT REFUNDS.
ARI stands for
Accounts Receivable Inquiry
True or False
Selling own brand is a waste of time
FALSE!!
You make more $$ on Own Brand. As we are going into what we predict to be a tougher market, gaining margin and profit where we can will be a huge goal of ours.
Own brand has no middle man, is warrantied through US and we have control over how we handle post sale issues.
If the order is under $10,000 we collect this amount
IN FULL!
Over $10,000 a 50% deposit is OK.
If you think of Trilogie like it's a Book
It has a cover page, a body and a conclusion... what information is on the conclusion page?
Shipping address, how it's shipping, special shipping instructions, shipping charges etc.
Credits should include these 6 pieces of information:
Not including customer account information, because that's a given!
Quantity
SKU
Reason Code
Comments with detail about why product was returned
Comments noting where the product is currently located
Comments noting what next steps are (field scrap, get RGA etc.)
CSR and RFCE stands for
Cash Sale Refund
Request for Credit Entry
If you need to call and check a PO - you can use this screen to look up the vendor and their phone number
VI
If you can't fine a product by searching on the line of the order, what else can you try?
NEW - H - Load partial SKU with ]
Example: NEW / H / D18803BL]
With your team, open Trilogie, login and create a bid under this account: 684252
ECWB1760FD
BELG1616BK0C
K43191DAG
PI/IM each item and print the spec sheet for the light fixture.
SUPRISE DAILY DOUBLE!
First team to complete this gets 1000 points.
APPDEPs are dummy tickets.
In order for our system to allow a refund, there has to be an invoiced order for the amount we plan to refund. When a customer cancels an order before it ships, changes an item to one of lesser value or has additional money on their account, in order for us to refund that money we have to create a dummy ticket. This is where we write an APPDEP ticket. Then we can CSR against it for the amount we want to refund.
If the customer is standing in front of you with a return (say its a faucet) and the faucet is in good condition, box is undamaged, hasn't been installed etc., we can just do a CSR against this because there is an INVOICE. We only do APPDEPs where there is no invoice to refund against.
True or False
Job Name and PO fields on an order are useless and ca be left blank
FALSE!
Please make sure to label both fields
SMITH HOUSE / FINISH PLUMBING
SANTA CRUZ HOME / APPLIANCE SELECTIONS
123 FIRST STREET / ADU APPLIANCES
215 GREEN STREET / ROUGH PLUMBING
Closing questions are a major part of our business. Before we run the credit card and say goodbye - name 5 things we need to confirm/review with the customer?
-Confirm customers need date
-Return Policy
-Set expectations of how the sales process works. Explain potential long lead times, delays etc. are going to happen. Be honest here. There is opportunity to really gain a customers respect and trust.
-Confirming they have space to store the material if it arrives earlier than needed.
-Confirming how the 2nd half of the deposit collection works.
This is where we stand out as sales people. We can give our customers phenomenal service if we just spend 5-10 minutes reviewing the nitty gritty details with them. Sometimes we get to the finish line, take the money and wave goodbye. Practice being intentional about your closing process and make sure to set expectations with your clients.
True or False
SOI will show you everything except deleted orders and bids
FALSE!
SOI will show you both deleted orders and bids along with open orders, invoiced orders, current bids etc.