ILS Systems Checklist - Retail - v.1

• NEW TEAM MEMBER:

• DATE:

  Date

• TRAINING AUDITOR:

• STORE LOCATION:
  Address

Phones

• Able to professionally answer the phone

  Yes

  No

  N/A

• Knows how to place a customer on hold

  Yes

  No

  N/A

• Knows how to transfer a call on the Avaya phones

  Yes

  No

  N/A

• Knows how to take a message

  Yes

  No

  N/A

Email

• Understands how to set up an email signature

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Able to set an "Out of Office" message

  Yes

  No

  N/A

ILS terms

• Understands what an Advice Note is

  Yes

  No

  N/A

• Understands what a Hire Contract is

  Yes

  No

  N/A

• Understands what an Exchange is

  Yes

  No

  N/A

• Understands what an Off-Hire is

  Yes

  No

  N/A

• Understands the difference between Cash and Account customers

  Yes

  No

  N/A

Stock and inventory

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Payment options

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

Refunds

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

  Yes

  No

  N/A

• Understands that all refunds must be approved by Adam

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Banking process for stores

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

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

• 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)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Sale and hires in Syrinx

• Able to search for existing customers

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Able to populate a sale and hire with stock items

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Understands how to raise and confirm a hire exchange

  Yes

  No

  N/A

• Understands how to raise and confirm an off-hire

  Yes

  No

  N/A

• Understands rebate matrix for hires

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Unpaid Cash Invoices

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

• Able to check stock availability across all depots

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Quotations

• 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

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Trials

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

  Yes

  No

  N/A

• 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)

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

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.

• Team Member Signature

  Yes

  No

  N/A

• Add signature

  Sign

• Training Auditor Signature

  Yes

  No

  N/A

• Add signature

  Sign

• COMMENTS AND ACTIONS