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Processes & Procedures Manual 1
Welcome to Glenterrin Ltd Processes & Procedures Manual We have put together a manual with all the required information to help all departments understand the processes and procedures from showroom order right through to After care. We hope that you will find this helpful, we encourage you to use this manual and follow all processes and procedures going forward in future. If all the information on this manual is followed this will be beneficial to all departments within the business, help all departments work as a team and most importantly help us to provide the highest level of service to our customer’s. Kindest Regards Paul Derighetti Snr 2
Glenterrin Ltd Est 1975 3
Order Process Journey, Quotes, Sales Order & Information PART 1 > 4 Checking Stock Levels Taking Payments & Raising Invoices Cancellation Of Items Part 1 > 2 Return To The Supplier Part 1 & Part 2 Re-Stocking Charges / Admin Fees To Be Sold On Display Orders, Ex-Display Orders & Tile Orders Deliveries & Collections Aftercare Index 4
The most important thing about selling a product is Understanding the needs of your customer and figuring out how to meet them.Understanding Making it about your buyer and customizing each interaction accordingly.Making Finding out what problem your product can solve or what desire it can fulfill.Finding Knowing your product inside and out to anticipate or handle objections.Knowing Having deep, extensive product knowledge, active listening, empathy, relationship building, effective communication, and negotiation skills.Having 5
SHOWROOMS SALES ORDER PROCESSORS PAPERWORK CHECKED PAPERWORK THEN PROCESSED BY PURCHASING PURCHASE ORDER THEN SENT TO BACK DOOR GOODS RECEIVED / BOOK INTO BINS IF PURCHASE ORDER IS PARTIAL PAPERWORK RAISED CUSTOMER CALLED PAYMENT TAKEN Order Process Journey From Showroom to Customer Home or Development PART 1 DELIVERED Held for 24hrs unless requested as URGENT 6
Quote & Sales Order Important Information Needed • Customer Name OR Builders Name • Contact Number • Contact Mobile Number • Email Address • Home Address • Delivery Address ( If Different ) PART 2 7
Quote & Sales Order Special Item Information Needed • Correct codes on SPECIAL ENTERED items • Colours and Style on FURNITURE using ALT + Z NOT TO USE A HEADER • Checking QUOTES with ANOTHER SALES MEMBER before the SALES ORDER is PROCESSED • USING ORDER TO FOLLOW code will allow you to check over your QUOTES before placing orders PART 3 8
• Select Username On Salesperson Drop Down PART 4 • Enter Delivery Time • Sales Delivery Info • Select Username On Salesperson Drop Down QUOTES SALES ORDER Quote & Sales Order Salesperson Name Needed For Sales Figures And Commission Purpose 9
In-Stock (Qty IN-STOCK) Sold (Qty Sold) On Order (Qty) Available Stock Checking Stock Levels Highlight Line You want to check stock levels then check box here 10
Taking Payments & Raising Invoices • CARD NOT PRESENT • CARD PIN OK • CHEQUE • CASH • BANK TRANSFER METHODS WE ACCEPT 11
Payments & Invoice TAKING PAYMENTS PART 1 12
Payments & Invoice PAYMENTS AND REFUNDS TAB, YOU WILL SEE DEPOSIT INVOICE PART 2 When Processing Sales Order Deposit Or Full Payment Please Refresh Screen Before Processing Again It won’t show on Sales Order Screen Until You Do Refresh Page You can PRINT AND REPRINT a copy of invoice here 13
Cancels And Returns 14
Information Needed • Check with Supplier or Representative that Items can cancelled (Written confirmation ) • Check RE-STOCKING Charge Amounts (Check With Europa on Re-Stocking/Admin Fee) Only applies if Europa have item stored or is in transit to Head office • Paperwork raised & Reason for CANCEL on paperwork • EACH SOR NUMBER NEEDS A SEPARATE CANCEL RAISED PART 1Before Any CANCEL Is Raised ALL FULLY CANCELLED ORDERS MUST BE EMAILED TO support@europabathrooms.com * EMAIL REQUEST FROM CUSTOMER TO BE SENT TO SALES TEAM initially EUROPA WILL TAKE NO RESPONSIBILTY FOR CANCELS ADD AND REMOVE MUST BE DONE BY SALES 15
ITEMS MAY BE IN TRANSIT ITEM’S MAY NOT BE ABLE TO BE CANCELLED WITHOUT A RESTOCKING CHARGE ITEMS MOVED HERE RAISED AT SHOWROOMS WITH ALL INFORMATION ATTACHED (SEE PART 1) EMAILED TO support@europabathrooms.com RN NUMBER GENERATED SALES PROCESS DEPARTMENT RAISE PAPERWORK PART 2 16
Information Needed • Check with Supplier or Representative that Items can be returned (Written confirmation ) • Check RE-STOCKING Charge Amounts (Check With Europa on Re-Stocking/Admin Fee) • Send Photos of items to returns@europabathrooms.com • Paperwork raised & Reason for return on paperwork • EACH SOR NUMBER NEEDS A SEPARATE RETURN RAISED PART 1Before Any Return Is Raised 17
SALEPERSON TO SEND PHOTO OF ITEM OR CUSTOMER TO SEND PHOTO TO SALESPERSON TO ACTION ITEMS MOVED HERE RAISED AT SHOWROOMS WITH ALL INFORMATION ATTACHED (SEE PART 1) EMAILED TO returns@europabathrooms.com RN NUMBER GENERATED SALES PROCESS DEPARTMENT RAISE PAPERWORK PART 2 18
Re-Stocking Charge & Admin Fees 19
15% COURIER CHARGES This is a charge from supplier on any special ordered goods which is HELD in UK This also to be charged even if ordering any other products to replace Suppliers or Representative are not to be contacted to waiver this Admin Fees Apply To All Stock Item BEING returned with no other products to replace IF STOCK ITEM IS BEING SWAPPED THIS WILL NOT APPLY1 to 2 PIECES£15 ADMIN FEE 20 NON-UK OR MADE TO ORDER NON-RETURNABLE This is a STRICT policy and Customer must be made aware at point of sale
Items being sold on 21
ITEMS BEING SOLD ON PAPERWORK GIVEN TO PICKERS ITEM PULLED FROM BIN LOCATION ITEM(S) ENTERED ONTO EXCEL SPREADSHEET ZZS OR STOCK CODE LABEL MADE PAPERWORK GIVEN TO GOODS INWARDS OR RETURNS ITEM(S) ENTERED ONTO EXCEL SPREADSHEET ZZS OR STOCK CODE LABEL MADE 22
Display orders, Ex-Display & Tile Orders 23
DISPLAY ORDERS STOCK ITEMS • ZZS Codes to be used • IF needed asap request to support who will adjust stock levels and replace once display order is booked in DISPLAY TERMS • Discount Terms ( LESS 80% ) • Agreed by sales rep ( NAME ) DISPLAY ORDERS TO BE REQUESTED BY SENDING EMAIL TO • support@europabathrooms.com DISPLAY ORDERS NOT TO BE REQUESTED TO BE SENT THROUGH TO SHOWROOM WITHOUT PAPERWORK DISPLAY ORDERS ARE THE SAME AS ANY SALES ORDER PAPERWORK MUST BE COMPLETED 24
EX-DISPLAY ORDERS TAKEN FROM SHOP • Customer Has Taken From Showroom • Customer Will Collect From Showroom DELIVERY (Date TBC) • Items to be requested to support@europabathrooms.com • These must be taken off display before request is made • Items will be collected • These will be booked into a BIN LOCATION and stored until delivery day DELIVERY (ASAP) • Items to be requested to deliveries@europabathrooms.com • These will be booked into be collected BY Delivery Department • Then delivered on the diary day EX-DISPLAY ITEMS MUST BE HANDLE WITH EXTREME CARE 25
TILE ORDERS BREAKING DOWN TILES (Even if selling the same tile for Wall & Floor) • Wall Tiles = 100 • Floor Tiles = 20 • Feature Tiles = 40 BATCHES • Please Check With Europa Tile Department on Batch Quantity Laying Your Tile Orders This Way Helps With Batch Selling And Remaining Pallet Clearing 26
Delivery Diary, Delivery Areas & Information 27
Delivery Diary & Colour Codes Red – Order Booked In And Item(s) Not Due In Before Delivery Yellow – Order Booked In And Item(s) Due In Before Delivery Green – Order Booked In And Item(s) Ready To Be Dispatched Yellow / Green – Awaiting Item(s) But Now Booked In Ready To Be Dispatched This Will Follow On Picking List • Delivery Department to Then Update Accordingly • Customer Notified If There Is Any Delays On Items 28 Yellow / Red – Awaiting Item(s) But Never Arrived Before Dispatched
Booking Deliveries Important Information Needed • Email to be sent to deliveries@europabathrooms.com requesting day for delivery • Request items / Orders in email to support stating all stock codes & quantities if requesting part delivery • Payment will be requested from Delivery Department on booking diary slot ( see next page for alternative payments) • Delivery Note Cannot Be Raised If Items Are Not IN Europa DaysAreas MondayEdinburgh ONLY TuesdayEdinburgh / Dundee / Stirling / Glasgow WednesdayEdinburgh / Borders / East Lothian ThursdayEdinburgh / Inverness * / Other areas ** FridayEdinburgh / Dundee / Stirling *Inverness every second week. Email / Call to confirm ** See delivery department for details 29 £90.00 £50.00 Highlands and Islands Or Any Other Areas Call Deliveries For Courier Costs
Delivery information from Sales • Name of Our installer OR Our Usual Clients • Install Date • Agreed agreement with salesperson and customer for payment. Sales Delivery Info : ONLY TO BE USED IF OUR INSTALLERS ARE FITTING OR AGREEMENT WHEN SETTING TERMS WITH OUR CLIENTS WHO REGULARLY BUY For Example : Joe Bloggs Install 24.01.24. Call customer 10 days before delivery PLEASE USE CAPITALS ON THIS FEILD 30
No ORDERS can LEAVE EUROPA WITHOUT OFFICIAL PAPERWORK This includes : • Display Orders • Free of charge items • Clearance Items / Ex-Display Items MUST BE SIGNED FOR BY CUSTOMER or SALES MEMBER AND A CLEAR MARKING FROM PICKER, DRIVER OR ANYONE WHO HAS DEALT WITH THE COLLECTION OR DELIVERY 31
Collection From Europa 32
Collection From Europa Important Information Needed • Email to be sent to collect@europabathrooms.com requesting a collection time slot • Request items / Orders in email stating all stock codes & quantities if requesting part collection • Returns and Collections Must Be sent to support@europabathrooms.com to allocated monies to SOR ALL ABOVE SAVES CUSTOMERS TIME WHEN AT COLLECTION POINT 33
AFTERCARE Accessed Via Websites victorparis.com buyritebathrooms.com edinburghbathroomcompany.com FILL IN ALL FIELDS ACCURATELY WITH MULTIPLE PHOTOS / VIDEOS ATTACHED This can be done on behalf of your customer in-store or Customer can fill form in themselves 34