Title Page


  • DATE:




  • Able to professionally answer the phone

  • Knows how to place a customer on hold

  • Knows how to transfer a call on the Avaya phones

  • Knows how to take a message


  • Understands how to set up an email signature

  • Has the most recent email signature set up on their Outlook

  • Able to set an "Out of Office" message

ILS terms

  • Understands what an Advice Note is

  • Understands what a Hire Contract is

  • Understands what an Exchange is

  • Understands what an Off-Hire is

  • Understands the difference between Cash and Account customers

Stock and inventory

  • Understands the difference between a BULK stock item, and a SERIALISED stock item

  • Understands that a Depot has no bearing on commission, but is where stock is physically held

  • Understands that raising sales and hires out of the right depot is paramount to maintaining stock integrity

Payment options

  • Understands which payment options are available to ILS customers for both sales and hire

  • Understands how to use PayWay to take payments for hires and sales

  • Understands that for Credit Card or Eftpos payments, there must be a AUTH number or PayWay receipt number in the notes of any applied payment in Syrinx and that this is compulsory


  • Understand that a customer must have a proof of purchase if they want to have anything refunded

  • Understands that all refunds must be approved by Adam

  • Understands the procedure for refunds, what information is required and that this information must be sent to refunds@ilsau.com.au

Banking process for stores

  • Understands how to set check which Till they are set to at the start of every shift

  • Understands how to generate the "Daily cash report" in Syrinx, and that this must be sent to Adam and Bipul at the end of every business day

  • Understands how to generate the "Reconciliation report" in Syrinx, and that this must be sent to Alan D'Souza on banking days (Tuesday and Friday)

  • Understands that there is a $200.00 float in every store, and the use of the float

Sale and hires in Syrinx

  • Able to search for existing customers

  • Able to create a new CASH customer in Syrinx with all key information

  • Able to search for sale and hire items in Syrinx, and determine stock availability

  • Able to populate a sale and hire with stock items

  • Able to apply a payment to a sale and hire record

  • Able to apply the correct delivery charge under the "Delivery" tab

  • Able to enter a salesperson to a sales and hire record

  • Understands importance of filing all correspondence in Syrinx documents for every transaction

  • Understands importance of getting site access details for every sale and hire

  • Understands how to raise and confirm a hire exchange

  • Understands how to raise and confirm an off-hire

  • Understands rebate matrix for hires

  • Understands how to sell hire items, off hire the ongoing hire and raise a contract charge advice note for the sale

Unpaid Cash Invoices

  • Is able to search for unpaid cash invoices when off-hiring a hire

  • Understands the process of applying payment to each unpaid invoice, and marking this paid.

Sales confirmations

  • Understand that the "Note Date" on an Advice Note must match the date the items were provided to the client (via delivery or collection from showroom) or dispatched from the warehouse as this affects their warranty period

  • For cash customers, understand that no items are to be delivered or collected by a customer prior to payment being made in full

  • For account customers, understand that no items are to be delivered or collected by a customer prior to correct written approval being received in writing from the funding body and being filed against the syrinx advice note (in the documents)

  • Understand importance of entering information into the "Log" of any hire or sales

  • Understand how to split an advice note, and raise a new advice note for items to follow

Stock transfers - For managers and 2IC's in showrooms

  • Able to check stock availability across all depots

  • Understand the process for sale and hire stock transfers, including cut-off times

  • Knows which depot hire stock transfers come from, and who to send these to

  • Knows which depot sale stock transfers come from, and who to send these to

  • Able to raise a stock transfer in Syrinx, and check these against physical stock received

  • Understands the use of a "Stock Exception Form" and who to send these to


  • Understands that all the same relevant information needs to be included in Syrinx generated quotes, e.g. you cannot raise a quote for "Cash sale" or under an account customer with no client details

  • Understand that quotes should be followed up within a week of generating these in Syrinx, and deleted within 3 months if they do not convert to a sale

  • Understand that if you are waiting on payment or written approval for a sale, this is classified as a quote


  • Understands who the OT / Account Manager for their area is

  • Understands that once the trial is referred to the OT / Account Manager, the sale or hire will count as a combined sale / hire (e.g. Campbelltown, Michael Portelli)

  • Understand that stores are not allowed to organise trials for where equipment is taken by customers to be trialled in the community; this must go through the OT / Account Managers for the area

CONFIRMATION: I have understood and demonstrated all of the items listed above. I accept that by signing below that I am confirming my competency in all items above.

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  • Training Auditor Signature

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The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.