Sending Samples: Difference between revisions
No edit summary |
|||
| Line 26: | Line 26: | ||
== '''Track your Sample Pack and deal with exceptions''' == | == '''Track your Sample Pack and deal with exceptions''' == | ||
After you send your request off to our Warehouse, they pack your selected models/packs and accessories and dispatch them to | After you send your request off to our Warehouse, they pack your selected models/packs and accessories and dispatch them to DHL. | ||
1. You'll receive a Shipment Notification from | 1) DHL - How the service works:<br /> | ||
DHL offers a next day delivery service to most European postcodes, however please be aware of remote areas, as the shipping process may take longer than one day. <br /> | |||
'''It is important to note that the DHL will only have one attempt to deliver your samples.''' If the delivery attempt is not successful, DHL will leave a DHL card and try to call the consignee to arrange redelivery.<br /> | |||
If somehow DHL is not able to phone your client, they will wait until consignor (YOU) or consignee (YOUR CLIENT) request redelivery. <br /> | |||
You can request redelivery by sending an email to the DHL Premier Customer Service. <br /> | |||
The DHL redelivery process must be completed within 5 working days otherwise the samples will be sent back to our warehouse (which leaves us with double shipping costs). <br /> | |||
2) Exceptions:<br /> | |||
Our UK warehouse team will act as main hub for all upcoming exceptions in the UK. <br /> | |||
The warehouse team will be distributing exceptions to the relevant sales reps. <br /> | |||
If any exceptions requires any action, sales team members are responsible to deliver a possible solution directly to the DHL Premier Customer Support by sending an email with requested information. <br /> | |||
The warehouse team will follow the exchange of all information between sales and DHL, so it is always necessary to cc the warehouse while you are dealing with DHL. <br /> | |||
3) Good practise:<br /> | |||
Prior of sending samples please always make sure the address and telephone number are correct and up to date in NetSuite for all your customers and leads. | |||
If you are doing cold calls, and your DHL sample delivery fails (e.g. Customer is not in), please be aware that you will need to contact DHL and arrange redelivery of the consignment between your client and DHL. | |||
4) Notifications:<br /> | |||
1. You'll receive a Shipment Notification from DHL shortly after scheduling your sample pack.<br /> | |||
:- This Notification includes a Tracking number with which you can check the current status of your sample pack shipment. | :- This Notification includes a Tracking number with which you can check the current status of your sample pack shipment. | ||
2. You'll be notified by | 2. You'll be notified by from the Warehouse if there is any exception related to the sample pack shipment. e.g. Street name/correct company or receiver name is needed for delivery...<br /> | ||
:- Please contact | :- Please contact DHL directly to clarify details and to ensure that the sample pack is delivered as quick as possible -> gbpcstwo@dhl.com | ||
3. You'll receive a Delivery Notification from | 3. You'll receive a Delivery Notification from DHL once your sample pack has arrived at its destination and your customer has signed for it.<br /> | ||
[[File:Sample Pack Shipment.png]] | [[File:Sample Pack Shipment - Flow of Information - DHL.png]] | ||
[[Artwork and Virtual Proofs|<< Previous Article]] | [[How to handle customer data|Next Article >>]] | [[Artwork and Virtual Proofs|<< Previous Article]] | [[How to handle customer data|Next Article >>]] | ||
Revision as of 09:33, 1 August 2013
Back to Sales Staff Manual Content
<< Previous Article | Next Article >>
It is good practice to suggest sending samples when you have the opportunity – seeing our products first hand will significantly increase the chances of your lead/customer buying. Our sample pack continues to receive glowing feedback from final customers. No competitor offers anything close to this.
Remember however that we receive a lot of sample requests from people who are just after a 'freebee'. Typically these bogus requests come from people that use ‘free’ email accounts such as wanadoo, hotmail, yahoo, gmail, etc. Always treat a sample request in earnest, but do not send any samples until you have ‘qualified’ the lead. In other words, only proceed once you are satisfied the enquiry is legitimate; for example you receive a reply asking for a virtual proof using a real company logo. Samples are an influential tool in the sales process but cost us money. Therefore being prudent will not waste money unnecessarily and will consequently benefit your sales.
How to send samples
You can send samples using the sample sending tool. Use this tool via your Netsuite account.
(a) Open the customer record for the customer you wish to send samples to on Netsuite
(b) Go to the 'Virtual Proofs' tab
(c) Click the 'send samples' link
(d) This will open up a new window in your browser from which you can send samples. At the top of this tool there is a 'help' link. Please refer to this link for further instruction on how to use the tool.
Track your Sample Pack and deal with exceptions
After you send your request off to our Warehouse, they pack your selected models/packs and accessories and dispatch them to DHL.
1) DHL - How the service works:
DHL offers a next day delivery service to most European postcodes, however please be aware of remote areas, as the shipping process may take longer than one day.
It is important to note that the DHL will only have one attempt to deliver your samples. If the delivery attempt is not successful, DHL will leave a DHL card and try to call the consignee to arrange redelivery.
If somehow DHL is not able to phone your client, they will wait until consignor (YOU) or consignee (YOUR CLIENT) request redelivery.
You can request redelivery by sending an email to the DHL Premier Customer Service.
The DHL redelivery process must be completed within 5 working days otherwise the samples will be sent back to our warehouse (which leaves us with double shipping costs).
2) Exceptions:
Our UK warehouse team will act as main hub for all upcoming exceptions in the UK.
The warehouse team will be distributing exceptions to the relevant sales reps.
If any exceptions requires any action, sales team members are responsible to deliver a possible solution directly to the DHL Premier Customer Support by sending an email with requested information.
The warehouse team will follow the exchange of all information between sales and DHL, so it is always necessary to cc the warehouse while you are dealing with DHL.
3) Good practise:
Prior of sending samples please always make sure the address and telephone number are correct and up to date in NetSuite for all your customers and leads.
If you are doing cold calls, and your DHL sample delivery fails (e.g. Customer is not in), please be aware that you will need to contact DHL and arrange redelivery of the consignment between your client and DHL.
4) Notifications:
1. You'll receive a Shipment Notification from DHL shortly after scheduling your sample pack.
- - This Notification includes a Tracking number with which you can check the current status of your sample pack shipment.
2. You'll be notified by from the Warehouse if there is any exception related to the sample pack shipment. e.g. Street name/correct company or receiver name is needed for delivery...
- - Please contact DHL directly to clarify details and to ensure that the sample pack is delivered as quick as possible -> gbpcstwo@dhl.com
3. You'll receive a Delivery Notification from DHL once your sample pack has arrived at its destination and your customer has signed for it.
