Retail Agribusiness Sales: Customer Transactions Customer... · Web viewGarrett & Cara Created Date...

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Date _______________Topic___________________________________

Retail Agribusiness Sales AS7 Customer Transactions

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Customer Relations

Customer Service in Retail

Invoices and Sales Tickets

Invoices and Sales Tickets Need to Contain…

Notes Page

Retail Agribusiness Sales: Customer Transactions

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Notes Page

Retail Agribusiness Sales: Customer Transactions

Using Checks

Using Credit Cards

Accepting Sales on Account

Customer Service Scenario

Scenario Background:

Notes about what will take place in role-play:


AS7.1Retail Agribusiness Sales: Customer Transactions

Creating an Invoice on Microsoft Excel



Customer Scenario Role-Plays

Scoring Guide for Customer Relations Transaction

CUSTOMER RELATIONS ACTIVITY SCORECARDPOSSIBLE

POINTSCONTESTANT’S

POINTS

INTRODUCTIONIdentify yourselfBuild rapport

10

ATTITUDEPleasant – FriendlyEmpathetic - Professional

20

INFORMATION VIA CUSTOMER INTERACTIONProbing to determine problemClarifying problem

25

DEVELOPMENT OF SOLUTIONEvidence of product knowledgeOvercome customer objection

30

CLOSINGGet customer agreementReview and closure

15

TOTAL POINTS 100

Comments:



Customer Scenario Role-Plays

Scoring Guide for Order Taking Transaction

ORDER TAKING ACTIVITY SCORECARD

POSSIBLE POINTS

CONTESTANT’S POINTS

INTRODUCTIONIdentify yourselfEstablish rapport

10

ATTITUDEPleasant – FriendlyEmpathetic - Professional

15

CLARIFYRepeat each itemConfirm availability (if applicable)

30

SUGGESTIVE SELLINGSuggest add-on itemsSuggest sale itemsOffer substitutes for out-of-stock items

30

CLOSE SALERepeat the orderAsk for other items neededConfirm delivery dateConfirm price

15

TOTAL POINTS 100

Comments:



Customer Relations #1 & #2

Salesperson/Employee Copy

You are an employee at Schweizer Christmas Tree Farm. Your responsibilities include stocking shelves, assisting on the sales floor, and handling customer complaints and problems. Below are the stipulations of Schweizer Christmas Tree Farm’s company policy.

1. Receipt is always needed for a return.2. Sales clerks should make every attempt to handle customer problems on their own.3. Items will be exchanged/replaced out of store inventory.4. Refunds are use as a last resort.5. The customer comes first and always leaves with a smile!

It is December, and the store is in full swing selling Christmas trees. Schweizer’s is a very popular tree farm, known for their trees’ deep green color and outstanding quality.

Every tree sold is accompanied with a free bottle of tree preservative, a plastic tree skirt, and a short list to keeping Christmas trees fresh and safe during the holiday season

Customer Relations #1

You purchased a tree from Schweizer Christmas Tree Farm last week. You think you have followed all the guidelines for keeping a fresh and safe Christmas tree, but are not really sure – you lost the piece of paper on the way home. You also forgot to use the tree preservative for the first couple of days. Regardless, your Christmas tree has yellow needles and is obviously not a good tree. You are headed in to talk with a sales clerk to see what can be done.

Customer Relations #2

You purchased a tree from Schweizer Christmas Tree Farm last week. It was the most beautiful tree you’d seen, and hoped it would fit into your family room. Upon getting it home, you have discovered it’s going to be impossible to get into your house, let alone have it stand with a star on its top. You’ve decided to turn right around and return the tree. You’re not sure you’ll exchange it for another as you want to do some more browsing around town.

Customer Relations #3Retail Agribusiness Sales AS7 Customer Transactions


You are the owner of Jackson’s Garden Center, the local greenhouse and floral shop. One of your specialties is wedding décor, and are known in the state for your outstanding bouquets and wedding floral arrangements.

Two week ago you completed a wedding in a nearby town that you, the bride, and her mother had been working on for the past 8 months. The bride and her mother loved calla lilies, and were insistent upon having white callas throughout all arrangements, boutonnieres, corsages, bouquets, etc. It was the main flower of every piece. Although you expressed your concerns about the stamina of the white lilies to the hot and humid July weather and mentioned how they often begin to brown when handled frequently, the bride was set on the white calla lilies. Since the order was so large, you did agree to be present on sight until one hour prior to the ceremony, and said you’d have extra white lilies on hand if one needed to be replaced here and there once outdoor pictures were finished.

Despite a hot July day, all of the flowers and arrangements looked fabulous for pictures and the ceremony. It was a great day! Everyone commented to you on how wonderful everything looked. You paid pretty close attention to the shape and color of the delicate calla lilies throughout the day, and was confident when you left the wedding, that everything looked up to the bride’s standards.

The day after the wedding you received an email from the mother of the bride, thanking you for your attentiveness during pictures and for making such beautiful arrangements. You were elated to have received such a compliment! However, two weeks after the wedding when the bride returned from her honeymoon, she called stating the white calla lilies looked terrible in her pictures, they were wilted, and had begun to turn brown before the ceremony even began. She is requesting a 50% refund.

You currently have no refund policy in place as you meet with the bride and/or mother of the bride upon delivery of all wedding arrangements to get their approval.



Order Taking #1

*For order taking scenarios, use a copy of a sample invoice found during lesson AS7 or use a downloaded invoice on Microsoft Excel*

Salesperson/Employee Information:

Evergreen wreath - $14.00

Evergreen wreath with standard bow - $16.00

Evergreen wreath with glittered and wired bow - $21.00

Evergreen swag - $10.00

Evergreen swag with standard bow - $12.00

Evergreen swag with glittered and wired box - $17.00

Wreath hook - $3.50

Swag hook - $2.50

$10 delivery charge within city limits

$20 delivery charge outside of city limits

Customer Information:

Purchase:3 evergreen wreaths – 1 with standard bow and 2 with glittered box

2 swags – 1 with glittered bow

1 wreath and 1 swag need to be delivered to your grandma who lives just ¼ mile outside city limits. You will pick up the other items on your way home from work on Friday.



Order Taking #2

*For order taking scenarios, use a copy of a sample invoice found during lesson AS7 or use a downloaded invoice on Microsoft Excel*

Salesperson/Employee Information:

30% of all pink roses

10% a second order of equal or lesser value

Red mini roses - $2.00

Red long stem roses - $4.00

Pink, white and yellow mini roses - $2.50

Pink, white and yellow long stem roses - $4.00

Free Delivery within city limits Tuesday – Thursday

$5 delivery charge within city limits on Monday and Friday

$8 delivery charge (everyday) outside of city limits

Customer Information:

You are a customer looking to purchase roses for your niece’s first dance recital. Order a dozen long stem white roses in an iridescent vase, one red long stem rose, and 6 mini red roses. Inquire about whether a filler like baby’s breath will be used in the arrangement, and if you have options for the greenery used. Request the flowers to be delivered on Friday to the middle school in town.



Customer Transactions Alternative Evaluation

1. Explain why it is beneficial for a business to use checks when paying its bills.

2. Calculate the sales tax for the following items at 6.125%. Assume that all items are taxable.

a. Ten bags of lawn fertilizer at $6.50 each

b. Radio for your tractor, $105

c. Lumber for repairs, $88

3. Which of the following steps are involved in the process of verifying a credit card?a. Check the credit spending limitb. Check the card against list of stolen cardsc. Check expiration dated. All of the above

4. Sue has a charge account at the local farm cooperative. Sue uses part-time seasonal workers. Occasionally, Sue will send these workers to purchase supplies at the cooperative and have the workers charge on her account. What procedures should the cooperative follow in this situation?

a. Ask Sue to authorize who can use her accountb. Allow no one but Sue to charge on the accountc. Contact Sue before allowing someone else to charge on the accountd. Allow the person to charge on Sue’s account, without any additional information

5. What information does a sales ticket/invoice provide?a. Date of saleb. Customer’s name and addressc. Complete description of each article soldd. Method of paymente. All of the above

6. Sales tickets provide information on the amount ofa. Profit madeb. Sales tax collectedc. Money paid outd. Employees hirede. Hours worked



Creating An Invoice On Microsoft Excel

1. Load Microsoft Excel and click "File" then "New" to open the "New Workbook" dialog box.

2. Click on “Invoices” or “Microsoft Office Online.”



3. Search through invoices available from basic forms to ones suited for more specific types of service.

4. “Download” chosen invoice.

5. Invoice is downloaded!



Retail Agribusiness Sales: Customer Transactions Customer... · Web viewGarrett & Cara Created Date...

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