3rd quarterbbc part2

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  • 1. QUESTION 13What form(s) need to be faxed to State Farm and HCS once a State Farm replacement sale has been keyed?
  • 2. ANSWER 13Once the sale has been finalized, fax the signed sale invoice(s) and FRQ (Furniture Replacement Quotation) to HCS Credit Authorizations and the State Farm Replacement Service.3.13 Entering a State Farm Replacement Sale, page 5, step 6, 1st bullet
  • 3. QUESTION 14 What type of sale must be keyed when a customer makes a purchase in one profit center and wants to pick up the merchandise in another profit center?
  • 4. Here at Havertyswe try to be veryaccommodating.
  • 5. Hugs are partof the service.
  • 6. ANSWER 14An Accommodation Sale3.15 Accommodation Sale, page 1, first paragraph
  • 7. QUESTION 15When keying an accommodation sale what promotion code should be used?
  • 8. ANSWER 15ACOMAfter the system has assigned the customer a new account number.3.15 Accommodation Sale, page 3, step 4
  • 9. QUESTION 16 Do customers have to be present when keying a PLCC add-on sale?
  • 10. Legit
  • 11. Not Legit
  • 12. ANSWER 16Yes – we must properly ID them and have them sign for their purchase.3.09 PLCC Add-On Sale, page 1, second paragraph
  • 13. QUESTION 17What SKU is used for a gold plan sold on a sale covering 450 dollars?
  • 14. ANSWER 17 0-1011-00263.04 Protection Plan Sale, page1, line 1 of the grid
  • 15. QUESTION 18 What three purchase options does a customer have if an HCS sale is declined?
  • 16. Convert HCS to Cash
  • 17. Convert HCS to BB4D
  • 18. Cancel
  • 19. ANSWER 181.) Cash Sale2.) BB4D3.) Cancel*Customers who have been turned down with HCS cannot re-apply for credit with PLCC.3.07 HCS Declined Sales, (top of) page 1
  • 20. QUESTION 19 What copy of the Floor sample condition form goes to the customer?
  • 21. White Copy - Goes on Floor Sample
  • 22. Yellow Copy - Goes to the Customer
  • 23. Pink Copy - Is Filed
  • 24. ANSWER 192 nd Copy – Yellow1.08 Floor Sample Condition Form, page 1&3.02 Delivery Sale, page 4
  • 25. QUESTION 20What are the two primary reasons a BB4D sale is keyed?
  • 26. ANSWER 201.) Special order merchandise that takes approximately 8-12 weeks to arrive.2.) Customer is obtaining financing on a new home and would like to make a purchase without an inquiry at the credit bureau.3.03 BB4D Sale, page 1, first 2 bullets
  • 27. QUESTION 21When an invoice is generated and faxed to State Farm for a replacement sale, what information must be logged?
  • 28. ANSWER 211.) Reservation number2.) Customer name3.) Date faxed to State Farm4.) Amount Submitted3.14 State Farm Replacement Log, page 1, first 4 bullets
  • 29. QUESTION 22Can a Sales Associate key an add-on delivery sale?
  • 30. A Sales Associate keying in a delivery sale…
  • 31. Shame on you sales associate, shame on you.
  • 32. ANSWER 22No – Office associates or members of management are the only employees that can charge a delivery charge.3.11 Delivery Fee Sale, page 1, second paragraph
  • 33. QUESTION 23List the status types that can be seen under the status header when entering a sale.
  • 34. ANSWER 23There are four different types:1.) Reserved at Dist Ctr – Merchandise is located at the Distribution Center. A delivery date can be set.2.) OA at Dist Ctr – The Distribution Center is temporarily out of stock. Check the AFS screen for approximate time of arrival. A delivery/pick-up date cannot be scheduled.3.) Reserved at Store – Merchandise is currently reserved at the store. A delivery/pick-up date can be set.4.) No Dist Ctr Info – The system hasn’t had enough time to read the Distribution Center machine. Back up one screen by pressing the F2 key and then proceed forward.3.02 Delivery Sale, page 8
  • 35. QUESTION 24 When entering a State Farm Replacement sale, whose phone number should the CID profile be set up in?
  • 36. Now for the sing along portion… sing the numbers.
  • 37. ANSWER 24Enter customer’s number. Do not enter State Farm’s number.3.13 Entering a State Farm Replacement Sale, (bottom of) page 1, 3rd in the subset of bullets
  • 38. QUESTION 25What three vendors are not included in the 12% discount that we offer to State Farm replacement sales?
  • 39. Tempur-Pedic
  • 40. Stearns and Foster
  • 41. ANSWER 25The following are subject to minimum retail pricing:1.) TempurPedic2.) Interactive Health3.) Stearns and Foster3.13 Entering a State Farm Replacement Sale, page 2, 2nd bullet, all 3 subset of bullets
  • 42. No Sales Associates were harmed in the making of this presentation… But most were forced to participate.
  • 43. Pennell’s Angels