3rd quarterbbc part2


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3rd quarterbbc part2

  1. 1. QUESTION 13What form(s) need to be faxed to State Farm and HCS once a State Farm replacement sale has been keyed?
  2. 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. 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. 4. Here at Havertyswe try to be veryaccommodating.
  5. 5. Hugs are partof the service.
  6. 6. ANSWER 14An Accommodation Sale3.15 Accommodation Sale, page 1, first paragraph
  7. 7. QUESTION 15When keying an accommodation sale what promotion code should be used?
  8. 8. ANSWER 15ACOMAfter the system has assigned the customer a new account number.3.15 Accommodation Sale, page 3, step 4
  9. 9. QUESTION 16 Do customers have to be present when keying a PLCC add-on sale?
  10. 10. Legit
  11. 11. Not Legit
  12. 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. 13. QUESTION 17What SKU is used for a gold plan sold on a sale covering 450 dollars?
  14. 14. ANSWER 17 0-1011-00263.04 Protection Plan Sale, page1, line 1 of the grid
  15. 15. QUESTION 18 What three purchase options does a customer have if an HCS sale is declined?
  16. 16. Convert HCS to Cash
  17. 17. Convert HCS to BB4D
  18. 18. Cancel
  19. 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. 20. QUESTION 19 What copy of the Floor sample condition form goes to the customer?
  21. 21. White Copy - Goes on Floor Sample
  22. 22. Yellow Copy - Goes to the Customer
  23. 23. Pink Copy - Is Filed
  24. 24. ANSWER 192 nd Copy – Yellow1.08 Floor Sample Condition Form, page 1&3.02 Delivery Sale, page 4
  25. 25. QUESTION 20What are the two primary reasons a BB4D sale is keyed?
  26. 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. 27. QUESTION 21When an invoice is generated and faxed to State Farm for a replacement sale, what information must be logged?
  28. 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. 29. QUESTION 22Can a Sales Associate key an add-on delivery sale?
  30. 30. A Sales Associate keying in a delivery sale…
  31. 31. Shame on you sales associate, shame on you.
  32. 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. 33. QUESTION 23List the status types that can be seen under the status header when entering a sale.
  34. 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. 35. QUESTION 24 When entering a State Farm Replacement sale, whose phone number should the CID profile be set up in?
  36. 36. Now for the sing along portion… sing the numbers.
  37. 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. 38. QUESTION 25What three vendors are not included in the 12% discount that we offer to State Farm replacement sales?
  39. 39. Tempur-Pedic
  40. 40. Stearns and Foster
  41. 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. 42. No Sales Associates were harmed in the making of this presentation… But most were forced to participate.
  43. 43. Pennell’s Angels