CA Meal & Labor
To be CA compliant, you must take your meal before you hit this hour.
5th hour
When you answer the phone you should say
"Thank you for calling Ferguson this is _______, how can I help you?"
When we ship a product and it needs to come back - we must write a
CREDIT!
(could be an RFCE or CSR)
ALWAYS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
If you are requesting time off you should request it in these 2 places
Outlook Calendar
Workday
****BONUS 100****
HOW MUCH NOTICE SHOULD BE GIVEN PRIOR TO VACATION?
Who is responsible for answering the phone?
EVERYONE!!
The Showroom Coordinator and CSR are mainly responsible for answering the phone, but if they are on a call or assisting a client it is everyone's responsibility to help answer the phone before the 3rd ring.
If a coworker has a client here that is needing help and you are the only one available you should:
a. help them and take the whole sale
b. help them and leave it in the original sales person's name
B!!!!!!!!!!
What goes around comes around!
You can memo what team to get an RGA for you?
2407 PIC if good product
2407 Centralized Ops if Defective
Personal Time is to be used for these reasons
****DAILY DOUBLE****
Bereavement
Birth
Death
Court
School meetings
(this should be viewed as emergency time)
**For daily double, do these hours roll over?**
If you need a price change, or a price column change you should?
A. Bring it to Manny
B. Send a message on teams
C. Send an email
B
Send a message on the SF Price Management Team Chat
If you take a lunch shorter than 30 minutes it is a
CA meal and labor violation
If a customer is asking for something in stock we should:
A. tell them we don't stock anything and refer them to home depot
B. respectfully let them know we don't carry anything in stock but would be happy to help them find the right product and let them know of lead time
C. tell them to go look online
What are the 4 pieces of information that make a properly written credit memo?
1. Product SKU
2. What is wrong with it (code - DEF, DAM, SEE etc as well as a comment of what is wrong)
3. Where is the unit currently (comment)
4. What to do we need to do next (comment)
Where do you find your time off amounts?
Workday under Absence!
Did you know:
You can push the date out in the absence field to see how much time you will have accrued so you can make the right decisions for your vacations/time off?
What 3 things does your order need to have, before you set on a Sunday for the install team.
1. Correct Ship to Address
2. Contact Person on Line 8
3. Specs loaded on Dispatch Track
If you need to work a half day you can work up to this number of hours and waive your 1st meal.
6
If a customer comes in looking for parts, how should we assist them?
Let them know we don't carry parts, and offer to assist them with contacting the vendor, or refer them to a local parts store.
What is the difference between an RFCE and a CSR?
RFCE - request for credit entry
(requires approval, money goes back to FEI account as store credit, can add restocking fees etc.)
CSR - instant refund back to customer credit card. These are great for commonly stocked product like a valve or a sink - things we have stock in the DC.
(does not require approval, instant refund. These are still reviewed, so be careful!)
True or False:
I can use sick time for vacation
False!
You cannot use sick time for vacation. Please make sure you are planning your vacations so you have enough PTO to cover them. We do not allow for unpaid time off.
You can use floating holidays and wellness days as additional vacation days.
What field in sales force, determines if an account is Pro or Non Pro in Post-Sales
A. Account Name
B. Company
C. Profession
C. Profession
An account will only be considered a Pro if there is a profession under the contacts information.
If you work over 6 hours in the 2nd half of the day, you need to enter a
2nd meal waiver
Ferguson Morning Opening Routine (3 steps)
Must be in the correct order!
1. Clock In
2. Turn on Lights (including hoods)
3. Walk the floor and fix anything out of place
Susan James ordered $10,000 worth of plumbing with us. She paid us in full.
She decided to return $4000 worth of the plumbing because she wanted to change to a different finish. We decided to write a:
A. CSR
B. RFCE
After a few weeks Susan called in and said that she had decided to just leave the bathroom alone and leave the shower trim. She now wants a refund. We now need to write a:
A. RFCE
B. APPDEP
C. CSR
D. B & C
***DAILY DOUBLE***
B. RFCE
then
D. APPDEP and CSR
What happens when you deplete your time off banks to 0?
You are out of time, that's it!
What 3 things are you verifying or cleaning up, in a Contact Record in Sales Force
***DAILY DOUBLE***
1. Verify that the customer's phone number is listed
2. Verify that the customer (if a Pro customer-this is anyone working for a business that has an account in Salesforce) is linked to the business they work for under Account Name.
3. Verify the customer's "Profession" is listed (if a Pro customer)