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