1.  PE - Process the sale to complete the exchange PI - Process telephone orders Selling SEM1 1.09 A - Selling

2.   Increase revenues  Give your phone customers instant gratification  Reach markets that may not be able to come into your brick and mortar store  Reach international markets  Phones are an extension to online selling  Interact with customers and uncover additional needs and wants Describe the nature of telephone orders in selling.

3.   You want the customer to clearly understand what you are saying.  This increases accuracy and allows you to match their wants and/or needs to sell them the product that will fit their desire  Make sure to match the customers pace.  Do not talk too fast or slow. Follow the customers lead  Make sure you have the correct information by repeating back to the customer Discuss the importance of speaking slowly and clearly when processing telephone orders

4.   Customer satisfaction  If you have too many mistakes you will lose business to your competitors  Fewer returns based on incorrect information  Customers will not send back unwanted products  Lower expense costs due to proper order processing  Less unproductive time spent with customers Explain the need for accuracy when processing telephone orders in selling.

5.   Customer Name – 1 st thing  You need to obtain the customer name and number (in case you get disconnected)  Check the company data base for the customer contact information  Obtain mailing address and payment information.  Obtain information on what the customer wants to order.  Be sure to read it back before hanging up to double check information and ensure accuracy. Identify types of information to obtain when processing telephone orders.

6.   Introduce yourself when you answer the phone Example:  Good morning Smith Sports, Mr. Anderson speaking; how may I help you?  Remember this is the first impression of the business so professionalism counts!  Obtain customer name and verify  Check the company’s database for the name  Obtain additional information if customer is not in the system Process an incoming telephone order #1

7.   Process the customer’s sales order  Answer any questions about the products  Very important to understand customers wants and needs so they receive what they really desire  Obtain customer payment information unless database has this information  Read the order back to customer for verification  Thank the customer for their business and provide shipping information Process an incoming telephone order #2

8.   Pleasant and sincere voice  ( smile ) while you talk on the phone  Create positive mental picture while on the phone of your product/service  Do not talk too quickly (Match your speak speed to the customers)  Make conversation short and to the point  Have all information available. People do not like to be on hold.  Do not do all the talking, do not interrupt your customer  Be as courteous as possible (pretend you are face to face) Do’s and Don’t On the Phone

9.   Answer the phone by identifying your company, giving your name, and offering help  Get all pertinent customer contact and payment information  Explain product features and benefits to match a product to satisfy customer needs and wants  Correctly record and process customer order Phone Order Process

10.   Repeat pertinent information for customer confirmation to avoid mistakes  Give order confirmation number to the customer  Thank the customer for their business  Provide customer with customer service contact information Phone Order Process

11.   Template of actual telephone order (information collection) http://www.docstoc.com/docs/446979/Telephone- Sales-Order-Form-template  Video of Processing a Telephone order for online order http://floristwiki.ftdi.com/index.php/Processing_Inco ming_Phone_Orders_Video_Demonstration Links (Notes in Action)

12.  When a telephone customer's order includes detailed information concerning the order, the salesperson should: A. refer the customer to the manager. B. remember what the customer is saying. C. write down the information. D. tell the customer to order in person. Sample Quiz Question

13.  C Write down the information. Accuracy in processing telephone orders is very important. Do not rely on your memory as you may forget the details. The customer should not be asked to come in to place the order. Taking telephone information is not part of the manager's responsibility. Answer

14.  When taking an incoming telephone order, an effective way to make sure the order is correct is to A. read the order back to the customer. B. place your initials on the order. C. note the date and time of the order. D. rewrite the order. Sample Quiz Question

15.   C. Read the order back to the customer. Reading the order back to the customer allows the customer to confirm that the order is correct. It also allows the order taker to make any necessary changes. The alternatives may be acceptable practices when processing telephone orders; however, they will not reveal an error which was made while taking the order. Answer

16.   Complete Quiz You Do …