TAKING PHONE ORDERS FOR IN-OFFICE CLIENTS 

 

 

 

 

Policy

 

1. Credit Card Numbers Are Entered Directly into the Credit Card Machine. Credit Card Numbers Are Never Written on Sticky Notes.

 

2. Products Ordered for Pick-up Are Immediately Pulled of the Shelf and Placed in a Bag with the client’s name on it for the Client to Pick-up

 

3. The FDA is Responsible for Notifying Clients of Out of Stock Items

 

4. The “Charge Now” Payment Option is Never Used for In-Person Clients. All Payments are Manually Processed in IS.

 

Task

 

When the In-Person client calls to place an order to be shipped or to pre-pay and pick-up in the office, the Front Desk Associate:

1. If the client does not want to pay ahead, there is nothing to do. They can stop by during regular office hours to pick-up what they need.

2. If the client would like to have items shipped or pre-pay and have the order waiting for them, Navigates to IS to create the order (Refer TSK-160)

3. If the order is being shipped, adds shipping to the Quote in IS. *FDA is to make sure the shipping address on file is correct before placing the order!  

4. Navigates to the Credit Card Reader to process the credit card payment  

 

5. Enters the credit card manually into the Credit Card Machine (Refer TSK-172)

 

6. Enters the “Sale Referral Partner Name” from the dropdown menu. In this case the correct selection would be “Phone Order”

 

7. Navigates to the bottom of the page and clicks ‘Save’ before continuing to the next step

 

8. Selects ‘Add Payment’

 

9. Selects from payment type drop-down “Credit Card (Manual SP)”

 

10. Informs the client when the order will be ready for pick-up or the next shipping date. Make sure to let clients know they will also be receiving a confirmation email with a tracking number when the item(s) have shipped out

 

11. If the order is being picked-up, places ordered items in a shopping bag

 

12. Writes clients name on the bag

 

13. Leaves bag in the basket on the shelf on top of the filing cabinet