>SLICE

Telephone Selection Menu

We only use the following:
1- Phone Order
(OE, Catalog Request, Item Inquiry, Order Lookup, Verifying Key Codes, Entering
New Customers)
6- Change Customer Information
Updating customer's address, email, phone numbers, opting in and out of email, RML
7- Gift Certificate Inquiry
to check the available amount and previous orders used on.

>CATALOG REQUEST
1. NEW CUSTOMER - (we get name, address, phone number and email)
-we don't use arrow keys, use backspace
-we don't ask for title but when given we can type
-check intranet for the key codes
-to erase use space bar

PEAK SEASON: 2-3 weeks REGULAR: 4-8 weeks

once a month

>EXISTING CUSTOMER
-6 Ways to locate customer's information (refer to manual)
-once located let the customer verify all information (don't forget to copy the account #)

>REMOVE FROM MAILING LIST

-cust may still receive 1 or 2 catalogs

>ORDER ENTRY SCRIPT

>ORDER ENTRY
-for BIT AND PIECES and THE PARAGON brands, if you need to view more information
about an item; type W on the quantity column or on the X column and Slice will redirect
you to that item's website page.
-X to delete a line under X column
-type qty or automatic 1
-BO items add 10 days on the date
-to adjust ship date deduct 10 days from the date customer wants to receive the order.

Y-to advance
N-to add an item
C-to edit a line item (delete, change qty, change date and change price)
*for price discrepancies and change release date always make an internal note
(ex: per customer item #12185 price is $34.90 on the website; override
price.amedallada/cct_03.16.12)

>KEYCODES AND SPECIAL OFFERS

-we manually deduct the promo or discounts

>OTHER ITEM ENTRY SCREENS:

Instructions
Back ordered Items (Add 10 days from the release date)
Kit
Drop Ship Items (2-3 weeks for US or 4-6 weeks for CAN)
Personalized Items (enter personalization after Y for advance; shift plus letter; verify
phonetically.)
Gift Wrapped Items (item #+G; additional $4.99; 1 item/gift wrap)

>PAYMENT SCREEN
2-RUSH to expedite processing of the order/ to prioritize the order. No charge. Leave an
internal note when customer wants RUSH. *We process orders withing 72 hours.
4-SHIP VIA
99-STANDARD BEST WAY (calendar) TIERRED POSTAGE (Intranet)
00-4-5 business days additional $7.99 UPS
04-NXT DAY charge is based on weight and zone 1 day processing delivery is 3 days
05-2nd DAY charge is based on weight and zone 1 day processing delivery is 4 days
07- Priority Mail charge is based on weight and zone 4-5 business days yes to PO BOX
*No cut-off
ONLY SUPERVISORS are allowed to compute and over ride the charges in the system.
INTRANET>>SHIPPING INFO>>UPS SHIPPING CHART
(ex: per customer upgrade shipping to code 04. sup's tailnote)

5-PAY TYPE
I- to go back to item entry
4- code for CC (we accept Visa, Master Card, Discover and American Express)
1- code for Check used in entering coupons.
C- over ride additional shipping charges
D- DISCOUNTS (Add manually)
1-Replacement Certificates (replacement certificate sample;for merchandise only)
2- when you missed entering coupon after the CC (applicable to merchandise only)
3- Gift Certificate (enter GC # as mode of payment)
if GC is enough to pay for the order, we need to enter 1 on the pay type.
7- Others used when giving discounts (enter the amount)
*Leave internal notes for R/C's or any amount entered under Others.
(cust used r/c 123456cm for $11.99 amedallada/cct_03.20.12)
X- to cancel the order then type the word CANCEL
Y- to save the order
I- to return to Item Entry Screen
U- will go to the customer's information screen
S- enables you to make changes on the shipping information
K- to check the key description
4- to change ship via
7- to leave internal notes

>PLACING AN ORDER FOR GIFT CERTIFICATE

-enter the item number from the unknown key code sheet. Enter the amount the customer
is requesting. Don't forget the decimal. Ex: $100.00
-S/H is free
-customers are not able to use a coupn to purchase a GC
-but can use a coupon when the GC is redeemed.
>REDEEMING GIFT CERTIFICATE
-can be combined with CC and Replacement Certificate
-we accept multiple GC
-get CC first
-enter D-Discount, choose 3
-make an internal comment (ex: Added GC_logon/cct_03.20.12)
-if GC is enough to pay for the order choose 1 instead of 4

>MULTIPLE SHIP TO
-do not give totals until all orders have been placed because the shipping charge may
change.
-you may give the first order #, hit S then N
-after getting the New Ship To info, enter I to enter items
-Y to accept the order then ? To review the orders
-additional $3.99 per ship to address
>ORDER LOOK UP
Choose L for Look Up
enter Order Number on line 1
any information referring to the customer may be entered on line 2
you may view orders by individual brand or all brands. Select then ok.
Orders are displayed Newest to Oldest
Information you will see on the order:
Reference #'s
Order #'s
Company/ Brand
Status
Account Number
Pay Type
Print Status
Date order was placed
Last date of activity on the order

ORDER STATUS

OPEN- If C is available, you can modify the order.

OPEN SELECTED TO PRINT- it is preparing to be filled and shipped. May hold up to 5 BD if
one of the items is BO.
OPEN PRINTED- It is on the line to be filled and shipped. May hold 1-2 BD.
*These 2 statuses cannot be cancelled.
MANIFESTED- the order has a tracking # and should ship that day. Can't change.
INVOICED- The order has shipped and is either in transit of has been delivered.
>CHANGING OPEN ORDERS
COMMON CHANGES REQUESTED ARE:
Changing quantity.
Adding or deleting items.
Changing Ship dates.
Applying a different CC.
Placing an order on a rush.
Applying a coupon.
Updating the ship via.
Changing/correcting the ship to address.
Sending/resending a customer their confirmation email.

Select from the reference #s the order you want to modify. Once you opened the order,
take the letters on the bottom of your screen.

C-Change
-when C is an option, we can modify the order. We are back on the Payment Screen once
you hit Y "Is this the correct order?"
-you have the same options as if you were placing the original order.
-mandatory to leave an Internal Note everytime you go into an existing order.

OTHER KEYS AVAILABLE:

P- we don't use.
K- Shows what Key Code was used on this order.
F- Shows the estimated in home delivery date.
C- Allows you to enter the order to make changes.
V- Will show if anything might be holding up the order such as non-payment, cc decline r a
supervisor hold.
A- Allows you to cancel this order.
I- Shows internal notes left in the order by the previous agent.
D- Shows what discounts.
T- Shows how the order was placed, who placed it and the pay type.
R- Apply a Rush to an Open Order.
#- General Pointer number used for Payment Service Sheets.
Z- Shows the personalization on personalized items on the order.
L- Resend email (order confirmation).
X- Exits out of this order back to the account (order) history.
S- Accounting screens for this customer.(We don't use)

-Discuss RUSH with automatic CALL LOG.

CALL LOG-we may type the same note we did in the internal notes with no tailnotes.

CANCELLING ORDER
Agent must politely ask the cust the reason reason why she's cancelling the order.
-we may offer 10% off on the merchandise total.
-if refused, check the merchandise total if it's $45, then offer reduced shipping
-apply discount under others.
-make an internal note. (SAVE gave 10% off under other discounts to keep cust from
canceling the order. amedallada/cct_04.12.12)

WRONG CUSTOMER
Before cancelling the order review the order first to you customer. If cust insisted,
determine the type of payment used (press T for details). If cc, use code 8 Customer
Cancelled. We will create a refund within 3-5 BD. If check, use code 12 Wrong Customer.
Then request Batch Pull. We print check every 15th and 30th of the month.

To cancel an order use A to cancel.

PACKAGE TRACKING
-type M for manifested.
-Y to track the package (Slice will redirect you to UPS website)

ITEM INQUIRY
-press 1 then I
-type the item number