STERLING, PUNCHOUT, VOXPAY

Establishing conversation/ HP STYLE

Shipping, payments, policy and procedure;

A day in a life of an agent -Log into Dyamics and use your P number -make sure you are in the Dynamics 365-HP.com Stores in the top left of Dynamics. -make sure your CTI window is in the right side of dnamics or click the arrow to expand it. -open sterling/punchout and it is okay if the last step URL gets closed because the cookies will work on it.

STERLING TOOL

-Log in and log out of sterling -navigate trhough the web client fo find info -search for cx info -create profiles for EPP, HPEPP AND GS -use the advancaed serach methods in the sterling -to view and add notes -send and an invoice via email to customers

STERLING is a customer order management tool in chrome:

-create new cx profiles -look up existing -existing customers -existing orders -find order

Sterling home page

-order -customer -related tasks

WHAT ARE THE THREE QUESTION YOU SHOULD ASK EVERY CUSTOMER WHEN CONFIRMING THEIR PROFILE AFTER GETTING THEIR NAME;

1.EMAIL 2. PHONE NUMBER 3. BILLING ADDRESS.

NOTE: Sometimes you cannot find existing accoount, you have to assist cx to create new profile

-View/add notes adding notes: let others know why the cx called, what we did for them

-ANI -whay the cx called -what we did for the cx -what was offered -Tip/Helpful info we gave the cx -expectation/next steps for the customer

PRICING TIERS-PRIVATE STORES

1: GS- general storee- this category if for the cx that do not qualify under any of the diasocunt tiers. this will be the majority of your customer -EPP-EMPLOYEE PURCHASE PROGRAM- this category is for cx who work for comanies have special pricing privilleges with HP. -search by comapany name or company code' 2: EPP Executies-we partner with companies to allows disocunts for their VIP customers. If they say they are a customer or client for a certain company and get a company disocount. 3: HP EPP-HEWLETT-PACKARD EMPLOYEE PURCHASE PROGRAM- 4. HP EDUCATION 5: BUSINESS CLUB.

PRICING TIERS-HP EPP

consumer pcx and displays - 15% up to 5pcs commercial pcs and displays- 25% up to 5pcs consumer atatct care packs, accessories. -25%-20accessories commercial attact

EPP-employee purchase program. this category if for cx who work for companies have special pricing

HP EPP- this category is for HP employee and retirees ( date of hire/ month and year . hp employee number.

3-4 news letter per week.

NOTE: Proactively offers allowed are to HP employees, members of military.

Important things to note about US Defense Company EPP discountb Programs

-alliant techsystems -applied technologies group -bae systems L and armament -general dynamics technology -ironmountain solutions -lockheed martin -northrup grumman

UNDERSTANDING THE ORDER SUMMARY

PUNCHOUT