Page 18 - Red Book Rev 7.2_Neat

• 1-star (*) products = Alternative product available with more profit / value – look at backstage notes.

• 2-star (**) products = Do not sell. Please upsell to the nearest equivalent product in our range.

• 3-star (***) products = You must add value to the sale. E.g. delivery charge, cross sell items.

• When taking a call, you must address the customer as either Sir/Madam.

• You must take at least a name, business name, post code, telephone number and or email address with every enquiry
and add to Click.

• If there are no memos on the customer’s account, the sale goes to the next person who takes the enquiry.

• If the order is over £1000, you must pass to a manager for authorisation. If you cannot match the security checks,
please ask the customer to make a BACS transfer instead.

• If a salesperson is not in the office, you must deal with the query yourself on their behalf.

• When transferring customers, you must hit the ground running – If the person transferring the call does not do so, you
are entitled to request for further information.

• If a customer would like to pay on credit account, you must check that they do no not already owe us money, and get
the order authorised by Matthew & accounts.

DO NOT DUPLICATE ACCOUNTS – If you notice a duplicated account, inform a manager so all of the information can be
transferred onto the master account (usually the account with most orders).

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Red Book Revision 7 12 November 2019