Order Processes
What field do we need to check for any order notes?
ZDE1 - Internal Sales Text
Where do U.S and Canadian orders ship from?
Andover, MA
Burlington, ON
When calling Tech Support, should we transfer or conference the customer?
If a customer is set up under credit card, can we invoice them? If no, who can?
No we cannot. A/R must give permission.
Who manages the Sales Support team?
Phosey
To put an order on hold, which block do we use?
D5 Block - Order of Cust. Service
How much is the Standard shipping method in the U.S and Canada? (the default shipping condition)
$20.00
Before transferring any call to Tech Support, what should be done first?
Call Agent Assist
What payment code is used for Credit Card in Canadian accounts?
CDC1 - Credit Card
Which 2 holidays do we get two days off in a row for?
Thanksgiving & Christmas
If a customer wants to look up an order, but does not have their order number, what transaction would you use?
VA05
About how long would UPS Ground Shipping take if it's being shipped to Georgia?
3-4 days.
Should we ever assist a TM with an order?
No
What is a warm transfer?
Introducing yourself to the next rep. and providing reason for call before connecting the customer.
What is the zip code for Straumann, Andover?
01810
What is the first place we click in an order if we want to add a shipping note?
Double click Ship-To Party
What is the fastest FedEx option for Canada, and how much does it cost?
FedEx First. $64.00
What MUST we remember to do after a call if we need more than 10 seconds to complete work?
Switch to "Not Ready - Administrative"
What is a Dunning block?
Hold placed on account by A/R for payment reasons.
What must we always include in a CF (Customer Feedback)?
The order number
Before we can attempt to make any changes to an order, where must we first check?
The Doc. Flow
What three things do we need to inform the customer of when they choose UPS Next Day Air Early?
BROWNIE POINTS: What piece of info do we need to get for the delivery?
1.) Price
2.) Someone must be there from 6AM - 8AM
3.) It should be visible that someone is there (lights)
BROWNIE POINTS: Get a cell phone number :)
Who do we transfer a customer to when they have a question about product parts?
No one, we keep the call.
What "Not Ready" status do we go into when we need to use the bathroom or just need more time after a call?
Not Ready - Administrative
Name 3 CAD/CAM key terms that customers might use.
1.) Digital File
2.) DME File
3.) Milling
4.) Scan & Shape