1. Process the sale to complete the exchange.
Marketing Indicator 2.09
Process the sale to complete the exchange.

2. Types of charges and discounts associated with purchases
Credit card fee (percent of sales based on a sliding scale)
Travel and entertainment cards is slightly higher than bank cards
1.79% (MC/Visa) % (Am Ex)
Debit card fee (flat fee no matter how much purchase is)
Purchase Discount – set amount of money that a business saves on a specific order if the payment is made within a certain period of time.
Ex: A purchaser brought a $100 item, with a purchase discount term 3/10, net 30. If he pays within 10 days, he will only need to pay $97. If not, the amount needs to be fully paid within 30 days.
Bulk discounts – purchasing a large quantity and getting a discount on the price

3. How do charges and discounts affect the price of purchases?
Can increase the cost of items, overall, to cover credit card charges and frequent discounts
Retailers want to make money, so they pass the charges/loss of revenue because of discount down to the customer

4. Tax Table Sales Tax and Example
Your store ships products worldwide from one fulfillment center.
You must collect a 15% sales tax on orders shipped to geographical zone A and a 7% sales tax on orders shipped to geographical zone B. You do not need to collect sales tax for orders shipped to other regions in the world. The following tables summarize the taxes that must be collected:
Sales Tax Rates
Geographical Zone
Tax Rate A
15% B 7%
Rest of World 0%

5. Shipping/Delivery Table Shipping Charges and Example
You must also charge shipping for orders shipped to geographical zone A and geographical zone B. For shipments to addresses in geographical zone A, shipping charges are $15, while shipping charges are $10 for shipments to addresses in geographical zone B. The rest of the world is subject to $25 shipping charges.
Shipping Rates
Geographical Zone
Shipping Rate A
$15 B
$10
Rest of World
$25

6. What is the impact of incorrectly calculating charges/discounts?
Drawer/register doesn’t balance
Costs the retailer money
May cost the retailer a customer
Ex: Overcharging the customer
Ex: Customer loses confidence in store, as the transaction wasn’t correct
Takes time to redo the sale/void out the previous transaction
Books/accounting don’t reconcile

7. What is a special order?
The request of an item not normally in stock or carried at a store

8. How does accepting special orders affect retailers?
Continue to meet customers’ needs and establish their loyalty
Time consuming to find the item, place, track, and deliver order
May lose money on an item if a price is quoted to a customer before the total cost (price, shipping, tax) is made aware to you---the retailer.

9. How can selling skills be used in relation to special orders?
Ask customer open ended questions to determine their NEED
If retailer doesn’t have what customer is searching for, offer them the SOLUTION—find what they want by special order
If retailer is seen as a solution finder for customer’s needs, customer will be a repeat customer.

10. Procedures for processing special orders.
Ticket is created (special order form, layaway form, open order form, special order form, purchase order form)
Deposit (normally 20% or 50%) is recorded on the ticket
Order printed so retailer can process purchase with the correct vendor
Setup inventory item with correct barcode information, after the product is added to the purchase order system.
Item is flagged for open/special order
Customer is called to let them know order is in
Paid for, account marked paid, receipt given, item given to customer

11. Money Matters & Sales Calculations Activity

12. Process the sale to complete the exchange.
Marketing Indicator 2.09
Process the sale to complete the exchange.

13. What is the nature of telephone orders in selling?
Instant communication
Customers calling on impulse
Have sudden need and want need filled
People buy where they feel comfortable
Give them that feeling when they call
Smile
Must talk to the person as you do to someone in person
Must be in control—ask the questions
Must be polite and courteous—not pushy and aggressive
Must have information to share with the potential customer

14. The importance of speaking slowly and clearly when processing telephone orders.
Fast talk loses listeners
Customers don’t catch what was said
Mistake fast talk for insecurity or dishonesty
Customers want to understand what you are saying
Customers want to be sure you understand what they are ordering
You, want to be sure the order is processed completely and correctly, for the COMPANY’S benefit

15. Why is accuracy necessary when processing telephone orders in selling?
Inaccurate orders cost the company money
The business wants the customer to get (and pay for) what they want/order
Otherwise, they will be lost forever as a customer

16. Procedures for processing telephone orders.
Intro
Find need
Recommend product/Upselling
Overcoming objections
Closing sale by
Customer name/customer number
Phone number
Address
Catalog number, if they have one
Items they wish to purchase
Sales tax/shipping charges/total
Payment method
Arrival time (when they should expect the items)
Thank for business

17. Phone Calls http://www.youtube.com/watch?v=Ryas9OANw-E