Order Guidelines

Introduction

The following information is intended for new Sales Representatives and serves as a list of best practices when completing an Order. This document’s primary focus is on entering customer information properly, but it does mention some of our products and services. These products and services change frequently, so be sure to ask the appropriate person if you have the most current documentation.

Revised, USPS, or Duplicate Order Confirmations

The following instructions outline what you must specifically do when you need to email a sample order confirmation, revise an order that has already been emailed, send a duplicate order that has already been mailed, or send an order by USPS (United States Postal Service).

SAMPLE ORDER CONFIRMATIONS:

  1. Create a new order using the appropriate
    template.
  2. Point and Click anywhere within the email, press CTRL + A then press CTRL + C to copy the contents.
  3. Create a new email using the Blank Template and delete all default text and graphics.
  4. Press CTRL + V (or right-click and paste) to paste your Sample Order Confirmation email contents.
  5. In the subject line please type “Sample Order Confirmation” and send.

REVISED:

For Wrong or Bad Email Address:

  1. In VS, remove the incorrect email address and replace it with the corrected email address.
  2. Create a new order using the same template as before.
  3. At the beginning of the subject line, type: “CORRECTED EMAIL” and send.

For Missing or Incorrect Information:

  1. In VS, correct the appropriate missing and/or  incorrect information (price, duration, products, etc).
  2. Select Sale Mod to Customer Template.
  3. Do NOT edit the subject line. Write in any changes you made to the original order and send.

USPS:

If Customer Has No Email Address:

  1. In VS, add the email address “[email protected]”.
  2. Create a new order using the appropriate  template.
  3. At the beginning of the subject line, type: “USPS” and send.

If Customer Has Email Address and also wants a copy mailed to them:

  1. Create a new order using the appropriate  template.
  2. At the beginning of the subject line, type: “USPS” and send.

DUPLICATE:

  1. Create a new order using the same template of the original order.
  2. At the beginning of the subject line, type: “DUPLICATE” and send.

Abbreviations

Spell out or correct any commonly used abbreviations that appear in the customer’s company name. You may run into examples that do not appear here;if you don’t know the spelling or proper format, ask the customer how they would like their company information to appear on their ad and/or web
listing
.

Incorrect / Correct

ASSOC, Assoc, ASSC, Assc  / Association

CONST, Const / Construction

Comp, CO / Company, Co

CTR, Ctr, ctr / Center

Llc, LLcPlc,PLc, Pllc / LLC, PLC, PLLC

Svc, SVC, svc / Service, Services

Elec, ELEC / Electric, Electrical, Electrician, Electricians

Htg, HTG, htg / Heating

INC, inc / Incorporated, Inc

Ins / Insurance

Inst / Institute, Institution

Smith Htg & Elec Comp llc SmithHeating & Electric Company LLC

Tony’s Const Svc Comp Tony’s / Construction Services Company

ABC Plumb & HvAC / ABC Plumbing & HVAC

Proper Case

Please use proper case when completing an order. This includes not only the company name and agent notes, but also the street address, mailing address, email address, web address, etc. Please DO NOT use UPPERCASE. Emailing information that is typed in all caps can be considered “yelling” by our customers or may be construed as unprofessional. Internally, proper case allows us to more efficiently setup new accounts, create custom ads, and ship products to our customers because we don’t have to correct improper case. If you don’t know the spelling or proper format, ask the customer how they would like their company information to appear on their ad and/or web listing.

Let’s look at a few examples.

  • If a customer’s information appears as:
    • JOHN SMITH, ABC PLUMB & HVAC, 210 MAIN ST,
      PHOENIX, AZ, 85207
    • Sara JOHNSON, Dickey’S
      BBQ
  • Please correct it to:
    • John Smith, ABC Plumbing & HVAC, 210 Main
      St, Phoenix, AZ, 85207
    • Sara Johnson, Dickey’s BBQ
  • If the email and website address appear as:
  • Please correct it to:
  • Please DO NOT use ALL CAPS on agent notes. For example:
    • CUSTOM CREATE AD USING WEBSITE – BROWARD & PALM
      BEACH COUNTIES – VETERAN APPROVED BUSINESS LOGO – PLATINUM WEB LISTING &
      MOBILE APP INCLUDED 
  • Instead, please use proper case.
    • Custom create ad using website – Broward &
      Palm Beach counties – Veteran approved business logo – Platinum web listing
      & mobile app included 

Miscellaneous Notes

Prior to sending an Order you will want to make sure that you have accurate and complete customer information. Review the customer record to ensure that you have the following information. This will prevent you from having to create a Sale Modification, which may delay providing the best possible service to our customers. More importantly, if you do not know how to spell out or capitalize a customer’s name or company information, ask the customer how they would like their company information to appear on their ad and/or web listing.

Please double check that you have the following information before hitting send.

  • Is the company name spelled EXACTLY as the  customer would like it to appear online and/or on their ad?
  • Is there a First and Last Name? Should this  appear online and/or on their ad?
  • Which email, web address, social network address  should appear online and/or on their ad?
  • Do I have the Full Physical and/or Mailing  Address? Which should appear online and/or on their ad?
  • What Phone Number(s) does the customer want  online and/or on their ad?
  • TV Code(s): are there DEAD locations?
  • Have I selected ALL the appropriate Product(s) Sold?
  • Ordering more than one ad? What information do they want to appear online and/or on their additional ad?
  • Do I have the correct Ad Time and Duration?
  • Is the Pricing accurate?
  • Have I selected the correct certificate(s)?
  • Are my Agent Notes clear, concise, and customer friendly? These will appear on the Order Confirmation email.

If you don’t know the proper format or spelling of the customer’s company information, ask them how they would like it to appear on their ad and/or web listing.