This manual covers the complete order journey from showroom to customer delivery, including quotes, stock checks, payments, invoicing, cancellations, returns, restocking fees, display orders, deliveries and aftercare. It is intended for all departments to ensure consistent procedures and high service standards.
This is the internal processes and procedures manual for Glenterrin Ltd, a company established in 1975. It is designed for all departments to understand the workflow from showroom order through to aftercare, aiming to improve teamwork and customer service.
The manual begins with the order process journey, showing how a showroom sale moves through sales order processors, purchasing, goods receipt and delivery. It explains the tier system for ordering and the steps from quote to delivery.
Part 2 and 3 detail the information needed for quotes and sales orders, including customer details, special item codes, colours and styles for furniture, and the requirement to check quotes with another sales member before processing. The 'ORDER TO FOLLOW' code is explained.
Part 4 covers how customers heard about the business, proforma deposits, and salesperson selection. Part 5 adds instructions, delivery time and sales info, last four digits of sort code, and proforma value. The salesperson name is required for commission purposes.
Stock checking is explained with in-stock, sold and on-order quantities. The manual lists accepted payment methods: card not present, card PIN ok, cheque, cash and bank transfer. It also covers cancellation of items, returns to supplier, restocking charges, display orders, deliveries and aftercare.