MANAGE SALES@ INBOX

MANAGE SALES@ INBOX


MANAGE SALES@ INBOX
We receive different types of messages in the sales@ inbox 
its the role of the person who does that task to efficiently and accurately action/distribute these messages 

GUIDE SET UP

Need access to  sales @ outlook 

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QUOTE REQUEST FROM TRADE PANEL BEATERS







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OFFLINE MESSAGE - WEBSITE CHAT


Offline message like the sample below is sent via website chat

This is normal after 5PM but during business hours there should be at least one person online on chat





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PICKUP / CREDIT / RETURN REQUEST

Check in message if customer is referring to specific salesperson

If not, find the invoice / PO number ( you might need open the attachment)

Open invoice / PO number in Pinnacle and check salesperson and forward the email to him







WHERE TO GET PO FROM SUPPLIER'S INVOICE/CREDIT?
See order number highlighted in red in sample below.
Then search (F7) that number in Pinnacle
Then double click on the WO in Pinnacle and the JJ invoice will show up to show the salesperson's name where you should forward the email.
 






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INQUIRY FROM JJ WEBSITE CONTACT FORM





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INQUIRY SENT DIRECTLY TO SALES@ EMAIL

Just reply as normal





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SPAM

Just mark the ticket as spam







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INVOICE JJ TO PAY

Forward the email to admin@





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BANK PAYMENT/TRANSFER  OR REMITTANCE ADVISE

Forward the email to admin@





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INQUIRY FROM “FIND PARTS” PAGE

Change the email address above to customer’s email noted in the message then send public reply





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INQUIRY ON FACEBOOK

We reply via Facebook website

SEE THIS GUIDE



This ticket below is just a reminder from Facebook that there is a new message that hasn’t been got a response yet - just need to close the ticket





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JJ ORDERED SOMETHING

Current process this will be sent to shipping@

Maybe better to assign to SOSM instead??





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CUSTOMER WANTS TO SELL THEIR CAR

Just forward the email to buyer@jjautoparts.com.au






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FAQs
What to do if the email address I'm typing in requester says suspended?
      

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Customer asks for freight cost

LINK TO FREIGHT POSTCODE TABLE 

 

FOR FREIGHT QUOTES FOR ITEMS WHERE YOU DON'T SEND CUSTOMER LINK FROM WEBSITE YOU CAN QUOTE USING POSTCODE TABLE 

 

IF WE REFER CUSTOMER TO EBAY  LINK - THEN THEY WILL USE FREIGHT PRICING FROM EBAY 

 

IF WE  REFER  CUSTOMER TO WEBSITE LINK -THEN THEY WILL USE WEBSITE LINK FOR FREIGHT PRICING 

NOTE - 

-if website shows 2 postage options, we chose the cheaper one,

-if website doesn’t have postage options, then we use postage calculator.


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TRAINING STEPS 
STAGE 1 

  1. TRAINEE TO GET TICKETS ON HER OWN (TRAINEE HAS TRIGGER)

  2. TICKET PRIORITY (DUE DATE, ETC) TO BE DONE BY TRAINEE

  3. ADD DETAILS IN TRAINING TABLE Link to the training table

  4. TRAINEE TO ANSWER/ACTION INQUIRIES BASED ON THE SALES @ GUIDE

  5. TRAINEE WILL ADD ACTION AS PRIVATE NOTE AND ASSIGN TO TRAINER 

  6. TRAINER TO CHECK TRAINEE’S WORK. 

    1. IF OKAY, TRAINER TO PUSH BACK TO TRAINEE WITH NOTES- OK TO ACTION

    2. IF NOT, TRAINER WILL RESPOND APPROPRIATE ACTION IN THE TICKET WITH GUIDE DETAILS

  7. TRAINEE WILL RESPOND TO TICKETS EXCEPT FOR COMPLEX ONES AND WITHOUT GUIDE

  8. TRAINER WILL RESPOND/ACTION THE TICKET WITH NO APPROPRIATE GUIDE AND CLOSE THE TICKET

  9. TRAINER TO ADD DETAILS IN TRAINING TABLE

  10. IF THE GUIDE DOESN’T HAVE INFO ON HOW TO HANDLE THE TICKET, TRAINEE TO ADVISE TRAINER AND TRAINER TO NOTE AS FAQ IN THIS DOC SO THE GUIDE CAN BE UPDATED

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STAGE 2 
Dont use training table at all

Trainee picks own tickets and actions as per guides 
if trainee not sure trainee put questions and suggestion and forward the ticket to trainer 








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