Marketing Indicator 2.09Process the sale to complete the exchange.

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) - 3.25% (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

Tax TableSales 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%

Shipping/Delivery TableShipping 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

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

How does technology speed up calculations of charges and discounts? Don’t have to figure “in your head” or by hand

calculations of charges and/or discounts Cash register/POS (point of sale) terminal/Register

does it for you, so you don’t have to make change Ex: $6.65 sale. You are given a $10 bill. How will you

make change? Lessens the time taken to double check figures.

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

What is a special order?

The request of an item not normally in stock or carried at a store

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.

What is the criteria for accepting special orders?

Being able to locate the item and get it in a reasonable amount of time (ie by when the customer needs it)

20% or sometimes 50% deposit required Will the business make money on it? Or lose money

on it?

What paperwork is needed to process special orders?

Ticket—outlining exactly what is ordered (color, size, model)

Deposit money recorded on ticket Purchase order for vendor Sales receipt---paid in full

Why obtain specific information when processing special orders?

To insure retailer is ordering exactly what customer wants

If wrong color or size is ordered, customer won’t be happy and may not do business with the retailer anymore.

Vendor may not take incorrectly ordered item back. Costs money for the retailer to ship back/replace (if

can) or to have at store and not sell.

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.

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

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

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

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

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