Mainframe Commands
This screen is used to change the upgrade field on an item
QQUO - F12(Detailed Page)
Customer ask for 5 and we have 7
Quantity Upgrade
Supply Chain / Delivery Specialist advised the customer directly
NO
If Supply Chain / Delivery Specialist advised the customer directly, then it is NOT an upgrade.
Never advise customers of their minimum FOB point, no matter how far away their order is.
FALSE
The customer may not be aware. Or their situation may have changed, and they are now very concerned with saving money.
If the customer normally buys 3 and this time they only wanted 2.
***ANSWERS VARY***
SUGGESTION: “I see that you purchased 3 last order. Would you like to order the additional 1 so that we are at 3 again?”
This screen shows order history to top up customers order
QFND
Keep the original backorder and offer an upgrade or size alternative
Backorder Upgrade
Suggesting customer take delivery of the entire product for a scheduled order at once.
NO
Since we are not adding quantity, upgrade is not eligible.
Advise the customer that there is only 1 hazmat charge / 1 refrigeration charge on their chemical order and suggest that it is great savings to order all chemicals at once.
TRUE
While checking stock of an item regularly ordered by customer, you see we have 2 in stock.
***ANSWERS VARY***
SUGGESTION: “We have 2 in stock available for immediate delivery. Would you like to take both?"
This screen shows stock in each warehouse. Useful before you offer a clearance item
CQA
Customer mistake? Mention return fees, ask if they can still use the product.
No Return Upgrade
Item is on backorder due to Supplier minimums and customer agrees to increase quantity
YES
The entire quantity is an upgrade as you ‘saved’ the order because if the customer did not order more, the order would have been cancelled.
If the supplier provided the substitute, or an alternate product is available via the system as a PF20 or PF17, it is not an upgrade.
TRUE
Suggesting Backorder Alternatives
***ANSWERS VARY***
SUGGESTION: "For the moment, we have product x in stock for immediate delivery while you wait for your order.”
This screen shows when a contract price will be renewed and what the future price will be.
FCCP
If they’re close to the threshold, suggest adding just a bit more. (Be strategic—it works best if they’re just shy of the minimum.)
Order Dollar Minimum Upgrade
Customer asks for an alternative and it is in the OFFR screen
NO
If an alternative is not in the OFFR screen and you find an option, it is an upgrade.
It's an upgrade if you act in the role of a sales rep by qualifying, sourcing and suggesting product, negotiating and providing pricing so as to drive the quote to an order.
TRUE
Suggesting Clearance items
***ANSWERS VARY***
SUGGESTION: “This item is on clearance at a price of $xx. Its regular price is $xx. The savings are great, and we have xx in stock. Would you like to take all of them?”
This screen shows what we have on hold with the supplier for a PO to be cut.
SUSP
Recommend a higher-end model and highlight features
Price Bump Upgrade
C coded item, therefore always on back order. The CSR recommends increasing their quantity to prevent a stock out.
YES
The first order of increased quantity is an upgrade.
Convincing customer to renew monthly orders that are ending soon.
FALSE
Ongoing or monthly orders are not accepted as an upgrade.
Offer and sell “in stock” product, as long as the original remains on order.
***ANSWERS VARY***
SUGGESTION: “For the moment, we have product x in stock for immediate delivery while you wait for your order.”