A adventure in
by Dennis Whitt 0479
(Navigation tips will appear in brackets, you can also click most
graphics, spacebar will move forward and skip details.)
(click these for next screen)
• Bestbuy.com is key, its how you check
availability (example) and remember
ExpressLane matches this data.
• Even if we have it in RSS, it has to be a
SKU on bby.com to work in EL. (example)
• Basic knowledge of POS, ROS, & OMS
can help, but not necessary
• Only associates coded as Sales Operators
have access to ExpressLane.
1) Find ExpressLane in the new
ETK by clicking the drop
down menu on the top right
corner. Click ExpressLane.
2) Log in with your user ID and
password, the same used in
3) The main screen is the CART.
Here you can begin
copy/pasting or entering SKUs
4) After the initial products
requested are entered, its time
to enter customer info… (next)
There are two scenarios for Customer Profiles…
Once the initial sales interaction has occurred and we are beginning the
check out phase. Simply ask, “Do you have an email address, so I can
send you a confirmation of your order?”
They provide an email address. They do not provide an Email address.
(click for email instructions) (click for no email instructions)
The Cart Screen
The main screen, all
Verify Profile the magic is done
Sometimes, the info
you typed will
on the left. This is
because CREATE acts
like SEARCH. If you
need to fix it, click
The Cart Screen You will return to this screen
Adding to Cart every time.
Add SKUs & quantities here.
Copy/Paste from bestbuy.com
and RSS easily, better option
then SEARCH PRODUCT.
Click the BUY button next to the
accessories to add it to the card.
And check the LINE boxes and
REMOVE ITEM if you want to
remove any items. CLEAR ALL
can be used to clear the SKUs in
the cart. The More Accessories
button will have a pop up
window with easy to use check
TIP: This is a great spot to ask to add on boxes and add to cart.
additional items, including Geek Squad Black Tie
Protection! (how to add GSBTP)
Ready to Checkout
After you have added all the SKUs to the cart for
checkout and asked, “Is there any other products you
would like to order today?” It’s time to move to
Simply click the
to move to the
To Ship or Store Pickup
Two simple choices at this point. Default is shipping, but
most common is pick up from your store.
SHIP: You can add customer ship- Store Pickup: If the customer
to address under their profile, but wants to pick it up, you click SELECT
this will auto fill if you take STORE, put in ZIP and continue to
payment first. (example) select store. (example)
Double Check and Other Scenarios
You can now review the order with the customer by reading
back the place where its to be picked up (or delivered) the items
in the cart and their prices. Then the total, tax amount, and any
shipping or handling charges. If all is ok, proceed to payment.
Product Price Override Shipping Charge Override
Large Appliance or
Television with Estimate Delivery Date
If your product’s price is incorrect, or shipping charges need
adjustment, we can do that. Also if you delivery is through the
store or want to know dates for delivery, we do that here too.
-click tabs above for examples- or (next)
“Ok, now that we have the items you needed, would you like to
put that on your Best Buy card today?”
Its time to add payment with a credit card with a few options.
Clicking ADD is how
you put in payment
info, in a pop up.
You can apply other
Adding a Credit Card
Just follow these simple steps:
Sometimes the credit card info is already
there, if so say “You have a card on file,
would you like to verify it and use that
one?” Just ask last 4 digits to match.
Click ADD for popup to add the credit card:
1) Ask what type of card.
2) Ask for account number.
3) Ask for expiration.
4) OPTION: If profile existed, may have a
billing addressed save, ask to verify,
beware this may reset expire date.
5) Ask for name as it appears on card.
6) Ask for billing address.
7) Ask for billing phone number.
8) Check box for Primary Address unless
you know otherwise and click ADD.
Getting the CID and Submitting
Once credit card has been added, the final piece of info you need is
the CID number. For every card except American Express, its on the
back where you sign it, only 3 digits at the end of where the
signature is. For American express, its 4 pre-preprinted numbers at
end of the card number on front of the card. (examples)
At this step, most everything has been verified, say this simple step:
“If you authorize the charges we discussed, I just need the
CID number on your card to process the sale.”
This is the last place you can review before submitting. Once submitted,
its final. Only changes that can be made are through 800-BESTBUY.
Quick review to make sure
you selected everything
with the customer. No
going back after this
And in a few moments, any
errors will display . The
most common is ‘Failed to
If you get that, redo credit
info and try again. Or
follow errors, if get error
again, just ask for another
form of payment. (next)
Sales is finished. Thank the customer for their business and
read them their confirmation number. Explain how long they
have to wait before delivery or pickup.
Typical PICKUP time before the customer
sees 2nd email confirmation is 45 mins.
The whole order should take about 5
mins if simple, but as much as 20 if
This is a supplement used to sum up quickly a how-to of
ExpressLane visually with a few examples that might pop up.
Remember to check out the following areas for more info:
• Learning Lounge – Search Express Lane
• Watercooler – ask for help anytime.
• ETK – Search for ExpressLane for other links.
• Fellow Sales Operators, just a call away.
Practice makes perfect, and hopefully with all
the tools you need, your sells will increase.
Just remember… Ask for the Sale!!!