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SALES EXECUTIVE GUIDE SALES PROCESS QUICK GUIDE

FDC Sales Guide

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Page 1: FDC Sales Guide

SALES EX

ECU

TIVE G

UID

E

SALES PROCESSQUICK GUIDE

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A warm lead is considered any prospect who has “requested” information from FDC.

This includes but is not limited to:> Phone Inquiries> Web Inquiries> Email Inquiries> Vendor • Employee • Client Referrals or Introductions> Social Media Inquiries

Warm leads are great opportunities that should receive special attention and time. A warm lead is inquiring specifically because they have a need or at least an interest in fulfillment services, as opposed to a cold lead which may not have an immediate need and will typically require additional persuasion as to why they should even listen to what you have to say.

what is a warm lead?

WARM LEAD

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Receive the Inquiry // Enter the prospect information into the Sales CRM See Reference CRM Documentation

> If you can not immediately (within 30 mins) call a warm lead, send an email letting them know that you have received their inquiry, and you would like to either call them in 30 mins (or whenever you are free), or schedule a time to speak to them. > If you are immediately available, you should call them.> If you are unable to get a hold of them, send an email See Reference Email > Inquiry Response

The Call> Follow Warm Lead Intro Script See Reference Phone Call > Intro Script

> You have a lot of information that you need to gather from the prospect. After all, how can you help them, if you do not first know what they need? See Reference Phone Call > Info Gathering

> After you have gathered the necessary information, you need to make a decision. Is this truly a potential client? You will make a decision if you should continue with them, or politely inform them that we are not a good fit at this time. See Reference Phone Call > Qualifying

> At this point, you have qualified the prospect and will present FDC’s services and value propositions. See Reference Phone Call > Value Prop Scripting

> Once you have qualified the lead and feel like they are a good fit for Fulfillment.com and vice versa, ask if you can schedule a time to demonstrate our system’s capabilities. See Reference > Sales Demo

> Call Conclusion See Reference Phone Call > Closing the Call

Enter the additional prospect details and notes on your call.

Follow Up> Depending on the situation, your follow up will most likely be a mixture of phone calls and email to keep in touch and answer additional questions, and emails.

Agreement See Reference > Agreement and Docusign

Receiving a deposit See Reference > The Client Deposit

Go bang the GONG because you are a sales MACHINE!

Account Executive Hand Off See Reference > The “Hand Off”

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warm lead process

WARM LEAD PROCESS

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All Leads need to be entered & tracked in CRM system. If you are on a first call and not sure how it will go, you can just enter Company name, first name, last name, e-mail, and phone number to start. Then populate all other fields if promising. By capturing (Co name/name/e-mail), we can at least add the prospect to e-mail list(s).

ZOHO CRM sales process > new lead entry

Go to ZOHO CRM > https://crm.zoho.com/crm

Insert user name & password (see Brenda Marion if you do not have)

Click “+ New Lead” Tab Your name should show as Lead Owner in top left corner. If needed, this can be assigned to someone else by clicking on the “look up” feature and reassigning; this would be done for example when lead goes from sales to account executive.

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CRM DOCUMENTATION

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> Company > Enter company name > First Name > Enter first name > Last Name > Enter last name > E-mail > Enter e-mail > Phone > Enter phone > Mobile > Enter mobile phone > Where Did You Hear About Us? > Enter Response> Website > Enter company URL > Lead Source > Enter if you know > Lead Status > Pick most appropriate option in pull down menu> Daily Estimated Volume > If you know amount of daily shipments, enter here > Skype ID > If customer has one, insert here > Products > Enter type of product (Apparel, Jewelry, etc...) > Fulfillment to > Pick which countries you know > Who are They Using for Fulfillment Now > Enter if you know > CRM > Enter which one (Shopify, Limelight, etc...) > Service Wanted > Only applies to Nutra; enter if you know, if not leave blank > Scroll Down the Page to Address > Enter full address > Description > Any info about customer you want known or want to remember enter here

Once this is complete, you can access the record and update as you interact with the customer:> Click the “Lead” you want to contact > Once the record is open, make contact with customer > Go to “add a note” > Type in the information about the call, log any interaction about marketing info sent, pricing, etc.

CRM process continued...

CRM DOCUMENTATION

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/ to be sent after an attempted phone call /

A new inquiry should be called every business day after the lead was received until you receive a response. After the first 5 attempts, de-prioritize the lead and attempt a call once a week.

email template 1 for new inquiries

Hi (potential client),

I look forward to earning your business. Below is some introductory information about Fulfillment.com: Fulfillment.com // PICK • PACK • SHIP // Worldwide Fulfillment Made Easy• Fulfillment services for E-Commerce companies with warehouses in USA | UK | CANADA• Head to head comparison article between Shipwire, Amazon and Fulfillment.com – http://fitsmallbusiness.com/order-fulfillment-services/ Fulfillment.com Value Proposition• Best pricing in the industry• Full time account rep assigned to you• Real time order dashboard // View all your data from anywhere/anytime in the world• Real time address validation // Shipments only go to valid addresses• Real time order grouping // We batch from your CRM , ensuring orders to the same customer are shipped in one order• Real time outgoing products tool // See your order/sales velocity in real time to re-order inventory as needed• Real time order billing // See ALL your charges from Fulfillment.com in real time/anytime, no surprises, complete transparency

(It was a pleasure speaking to you … I will call you …whatever is needed to say here) Thank you. Sales Executive Name

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EMAIL / INQUIRY RESPONSE 1

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email template 2 for new inquiries

EMAIL / INQUIRY RESPONSE 2

Hi (potential client),

Thank you for your interest in Fulfillment.com. We would like more information in order to provide the most accurate quote for your needs. Please provide responses to the questions below.

1 Please provide a brief description of your product(s) and a link to your website?

2 How much does the product(s) weigh? What are the product(s) dimensions?

3 Are you currently using a third party fulfillment center or do you handle in house? If currently using a vendor, why are you looking to switch from them?

4 How many unique SKU’s will you need to have stored and fulfilled?

5 How many total orders do you currently average per month?

6 What countries do you ship to and where do you need to have warehouses located?

7 What CRM / ERP / or e-commerce software do you use currently?

8 Do you have any special concerns that you need addressed?

Thanks in advance and we look forward to assisting you with all of your fulfillment needs. Sincerely,Sales Executive Name

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/ to be sent after an attempted phone call /

A new inquiry should be called every business day after the lead was received until you receive a response. After the first 5 attempts, de-prioritize the lead and attempt a call once a week.

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phone call • intro

Warm Lead Intro

You have a lot of freedom with this intro. Depending on the circumstances that you received the inquiry/intro, introduce yourself and add whatever works for you to put the prospect at ease (“how are you doing today?;” “Bill at ABC call center gave me your info;” “I was calling in response to your online inquiry,” etc.) It should be very conversational so as not to put the prospect on the defensive.

If you don’t already know how they heard about us, please fi nd out (and log it in the FDC CRM!):“So I am just curious, how did you hear about us?” (typically a joke here works well, “I will score some major brownie points with my marketing team if I ask you, haha”)

PHONE CALL / INTRO SCRIPT

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Transition to Info Gathering “Well I would be happy to tell you about Fulfillment.com and our services, however, first I would like to know more about your particular situation. So what’s going on?” (This is an informal approach, but asked respectfully will put your prospect at ease).

About the Business> So is this a new venture for you or have you had other e-commerce businesses in the past?> Are you shipping mostly direct to consumers or B2B (% mix?)> Where are you shipping (what countries?)> How are your sales? What is your order volume?

Products> Tell me about your products? > How many SKUs do you have?> (Are there any special handling or storage needs?)> Do you keep a large supply of inventory on hand? How many pallets?

Shipping> Are you currently shipping?> How are you currently filling orders?> What does your typical shipment look like?> Number of products, weights, dimensions?> Do you have a selected shipping method? Does the customer decide? Expedited?

Technology> Do you have a CRM/E-commerce platform (be prepared to explain what this is)?> Any special technology needs?> How do you currently manage your fulfillment process?

Competitor Dashboard (If Applicable)> Do you like it?> What kind of functionality do you have?> Can you manage orders, change statuses?> Reporting? (Accounting, Inventory?)

phone call • info gathering

PHONE CALL / INFO GATHERING

Page 10: FDC Sales Guide

10SALES PRICING & GUIDELINES

sales pricing & guidelines

CLIENT PROFILE 1 CLIENT PROFILE 2* CLIENT PROFILE 3*

SPECS

PRICING

Fulfillment Base Rate

Picking Fee

Storage

Acct. Maintenance Fee

Receiving

* Weekly order volume that is not AT LEAST 10X the SKU count will not be considered.

Max Product Size

Max No. of SKUs

Min. Monthly Orders

5” x 5” x 5”

10

500/month

$1.25

$.25/per

$19.99/pallet/month

N/A

$35.00/labor hourONLY WHEN:

Shipment does not comply with receiving

requirements as per agreement

$1.25

$.65/per

$19.99/pallet/month

N/A

$35.00/labor hourONLY WHEN:

Shipment does not comply with receiving

requirements as per agreement

and/orClient has more than

20 SKUs

$1.00

$1.00/per

$49.99/pallet/month

$2.00/SKU

$35.00/labor hourONLY WHEN:

Shipment does not comply with receiving

requirements as per agreement

and/orClient has more than

10 SKUs

25” x 25” x 25”

50

N/A

25” x 25” x 25”

50

No Volume History/Start Ups

TOTAL ORDER SIZE also cannot exceed 25” x 25” x 25”

Page 11: FDC Sales Guide

11CLIENT GUIDELINES

B2B

More than 50 SKUs

Individual inventory items that weigh more than 10lbs

Order weight of more than 20lbs

Order size of more than 25” x 25” x 25”

Single orders requiring multiple cartons

Custom CRM integration (current CRM list see: Exhibit A)

Payment terms other than Pre-Pay

More than 15 pallets of storage

Specialty fulfillment needs (product assembly, custom packaging, labeling, etc.)

Hazardous materials/requires MSDS (chemicals, aerosols, batteries, etc.)

Regulated merchandise (alcohol, tobacco, firearms, cannabis-related, medical devices)

Merchandise requiring special storage (FDC warehouse is maintained between 55-75° F)• Merchandise valued over $100/unit • Refrigerated/cold storage

Apparel

Merchandise requiring special shipping options (Air options only, ship methods/carriers FDC is not currently using, climate controlled shipping, etc.)

Utilizing 3rd party account for freight or postage

client guidelines/ Requires approval by COO or VP of Operations // If approved, it will require custom pricing /

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Page 12: FDC Sales Guide

12OTHER KEY POINTS

other key points

Avoid custom integrations. Focus on selling to clients using one of the 42 most popular CRM/ERP/e-COMMERCE platforms (http://www.fulfillment.com/integration-guide/). FDC is typically system-integrated, including testing, in 5 to 10 business days after receipt of the client’s deposit.

Unless system integration is not yet complete, FDC is typically prepared to commence fulfillment operations within 5 business days of receiving client’s merchandise, the executed and accepted FDC Fulfillment Services Contract, and receipt of the client’s prepayment deposit.

FDC works off a prepaid payment model. Just like a prepaid credit card… when the client prepaid balance runs out… shipments stop. Account Executives will advise all clients of low prepayment balances for replenishment.

RECEIVING within FDC specifications (see FDC Fulfillment Services Contract on Google Drive for specifications) is included in FDC’s Fulfillment Fee. Receiving includes physical receiving, count and condition inspection, and segregation of non-confirming and/or damaged merchandise.

PACKAGING MATERIALS are priced separately and include an appropriate corrugated cardboard box, mailing envelope or tube, and appropriate filler selected by FDC (not client). FDC does not pack in custom shipping containers.

Additional service fees are specified in the FDC Fulfillment Services Contract.

FDC currently seeks only B2C transactions. FDC anticipates further technology platform capability upgrades to facilitate B2B engagements by Q1/Q2 2016

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We are extremely cost competitive in the market, we leverage our carrier relationships and pass along the savings.

We are one of the only Fulfillment companies that assigns a “full time” account rep for your company. You can talk to a “live person” who can answer your questions when needed.

Our sales dashboard allows you to monitor 100% of your orders in real time, regardless of where you are globally.

You can filter/search/report on any of your orders in real time.

Order Grouping // We “batch” your orders together from your e-commerce CRM. If you get multiple orders from one address, it goes out together saving you money on duplicated fulfillment and shipping fees.

Address Validation Tool // Shipments only get delivered to valid addresses; if there are problems, our tool allows you to easily correct the address in real time prior to shipment.

Outgoing Products Tool // Calculates your SKU velocity, helps you stay on top of your inventory levels, let’s you know your average consumption rate AND when you need to reorder. Great for forecasting and purchasing.

Real Time Online Billing Detail // See detail of ALL of our fees, by order, on our proprietary state-of-the-art Internet dashboard. As evidenced by our transparency, FDC is proud of our pricing.

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Value Proposition

VALUE PROP SCRIPTING

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View Demo below to learn the process flow:

https://drive.google.com/a/fulfillment.com/file/d/0B4nachywnZaCRVE1Ny1Gb2Y5dTA/view

Once you learn the Sales Demo, you can do it LIVE with potential clients:

sales demo instructions

Go to: http://app.atcostfulfillment.com/

User: [email protected]

demoaccount01

>

>

>

SALES DEMO INSTRUCTIONS

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So based on the tone of your conversation and your excellent info gathering, you should have an idea as to how quickly they are looking to move. If they are really excited and ready to go, go over the pricing with them on the phone, get them excited and jump right to getting them an agreement. If they have a little more time, but are still definitely interested, send them pricing via email to “digest the information,” and schedule a follow up call to go over the pricing and answer any questions. From that call, you have either lost them or they will want an agreement. It’s not recommended to send them the pricing (for the first time) with the agreement (even though it’s at the bottom), you don’t want them stressed about understanding pricing AND going through the massive agreement. Get them excited about the low pricing and the agreement will be less of an issue.

phone call • closing the sale

PHONE CALL / CLOSING THE CALL

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KNOW THE AGREEMENT INTIMATELY! Understand every section, identify potential issues that a client might have, and know how to alleviate their concerns. There is nothing in the agreement that should really scare someone away, so 9 times out of 10 the issue is due to not understanding the agreement. That is why you are there, to help them navigate the sections and put their fears to rest.

Make sure you amend the pricing exhibit correctly to reflect the pricing that you gave the prospect. Once that is updated, you will want to add the prospect’s business name in the beginning of the agreement as well as their address and you are ready to deploy the agreement to the prospect via a service called Docusign. IMPORTANT: You will need to verify that the business name you are given is the legitimate business name. You can easily verify this by going to the secretary of state business database for the state where they incorporated the business.

Docusign is a secured document service that will allow you to send an un-editable document to a list of recipients to sign. The document is sent via email, it’s recommended that you send a few test Docusigns in order to familiarize yourself with the tool. You can also find “How To” video at: https://www.youtube.com/watch?v=MNFNkyfSUqM

1 Login to Docusign.com.2 Click the “Documents” tab.3 Click the yellow “New” dropdown and select “Send a Document.”4 Click “Upload a File.”5 Add your recipients, their email addresses, and the action they need. You will also need to drag the recipients up and down to specify the order you want the document signed. Make yourself the first signer.6 You can add a message with the email if you would like.7 You will be brought to the document itself and will need to assign actions to each signer. NOTE: When you assign the actions, you will need to pay close attention to which signer you are setting the action for.8 Preview, check for accuracy, and send!

the agreement

docusign

THE AGREEMENT / DOCUSIGN

Page 17: FDC Sales Guide

17THE CLIENT DEPOSIT

After you have received the signed agreement, you have one final step before you can hand the client off to their Account Executive. You need to collect the $500 non-refundable deposit. So in case this has never been explained to you, the deposit will go towards the prospect’s fulfillment account, however, no work will be done on the client’s account until the deposit has been made. This also allows our agreement to be obligation–free until the client is ready to start getting set up.

The deposit can be collected by wire, ACH Payment, and Credit Card. Additional processing fees may apply depending on the method of payment (this is outlined in the agreement). All documents can be found in the FDC Sales Shared Drive on Google.

the client deposit

Page 18: FDC Sales Guide

18THE “HAND OFF”

Once you have received the signed agreement and confirmed receipt of the new client’s deposit with billing, you still need to make an introduction to the client’s dedicated Account Executive (AE). REMEMBER, you keep getting paid a commission while the client is shipping. The AE will keep the client HAPPY and, more importantly, keep them SHIPPING, so make sure you give the AE what he or she needs to make this transition SMOOTH. The last thing you want is to go through everything to bring a client on board, only to have them leave because the hand off to the AE was executed poorly. Following is a list of steps to follow and information needed in order to complete the process of handing off the client to an Account Executive (AE).

Convert Zoho lead to an account and ensure that all contact info (names, emails, roles, etc. are defined within the account and properly set up).Upload the signed agreement to Zoho account.Contact the AE receiving the account and go over the following details via email or phone (if you discuss verbally, be sure to follow up with an email outline of points covered as well).

Details that should be outlined/discussed with the AE who will be assigned the account:

Account nameMain contact person and applicable contact info for account (phone, email, company website if applicable)CRM the account is using to ensure that the AE understands how integration will occur (if they will not be pushing orders via CRM, note CSV upload as preferred method)Expected order volume (this includes anticipated start date, specific details like planned rollout of orders starting small and building, whether account is a start-up or crowd-funded campaign, etc.)Description of the products they will be shipping and any special conditions under which they should ship (if known, e.g., kitting, bundling, etc.)Which FDC facility products will be warehoused in and shipping fromBreakdown of fees per facility (if standard agreement fees, simply refer AE to the agreement; otherwise, specify which of the 3 fee tiers apply to account and/or any special negotiated fees outside of standard agreement.)Include a copy of the agreement.

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the “hand off”

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sales to AE “hand off” template

SALES TO AE “HAND OFF” TEMPLATE

Subject LineAccount Executive Introduction: AE’s Name, Meet Thomas with Oradix!

Hey Thomas!

I received the signed agreement, and we’re excited to work with you and your team!

I wanted to take a moment to introduce you to your dedicated Account Executive, AE’s name here! AE will be your point of contact for any needs you may have. AE is an incredibly hard working individual and a pleasure to work with. AE is one of the major reasons why our company runs like a well-oiled machine, so you are in good hands!

AE’s Name,I would like you to meet Thomas Janossy with Oradix! Thomas has been an absolute pleasure to work with, and I am excited that Oradix has chosen Fulfillment.com to take care of their US fulfillment needs!

If you need anything else from me, let me know. Until then, have a great day, and I’ll talk to you soon!

Thank you.Sales Executive Name

Once all of this information has been shared/discussed with the AE, Sales may now send the standard intro email between the new client and the AE so that the assigned AE can then schedule his or her first meeting with the client and complete the hand off process.

Page 20: FDC Sales Guide

20COLD LEAD

what is a cold lead?

be bold

and go

get ‘em!

A cold lead is considered any prospect that has NOT requested information from FDC, or has never heard of FDC.

This includes but is not limited to:

> Cold Calls • E-Tail Insight • Prospect Databases

> Trade Show Walk Ups

Cold leads are great opportunities, but are more diffi cult to close compared to a warm lead. A Cold Lead fi rst requires that you sell them on why they should listen to what you have to say, and then sell them on why they should use or switch to FDC. There is A LOT of potential with Cold Leads because there are so many Cold Lead opportunities. A potential FDC client is virtually any company that sells a physical product over the Internet or to brick and mortar stores, that is a massive pool from which to fi sh!

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Identify the lead: use the E-Tail Insight database to find a suitable cold call prospect See Reference > E-Tail Insights

The Call> Follow Cold Call Intro Script See Reference Phone Call > Intro Script

> You have a lot of information that you need to gather from the prospect. After all, how can you help them, if you do not first know what they need? See Reference Phone Call > Info Gathering

> After you have gathered the necessary information, you need to make a decision. Is this truly a potential client? You will make a decision if you should continue with them, or politely inform them that we are not a good fit at this time. See Reference Phone Call > Qualifying

> At this point, you have qualified the prospect and will present FDC’s services and value propositions. See Reference Phone Call > Value Prop Scripting

> Once you have qualified the lead and feel like they are a good fit for Fulfillment.com and vice versa, ask if you can schedule a time to demonstrate our system’s capabilities. See Reference > Sales Demo

> Call Conclusion See Reference Phone Call > Closing the Call

Enter the additional prospect details and notes on your call.

Follow Up> Depending on the situation, your follow up will most likely be a mixture of phone calls and email to keep in touch and answer additional questions, and emails.

Agreement See Reference Agreement and Docusign

Receiving a deposit See Reference The Client Deposit

Go bang the GONG because you are a sales MACHINE!

Account Executive Hand Off See Reference The “Hand Off”

cold lead process

COLD LEAD PROCESS

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Page 22: FDC Sales Guide

22E-TAIL INSIGHTS

Go to > http://www.etailinsights.com/customer-login/

Log in with assigned user name / password

Go to top of page, go to “list & searches”

Open “list & searches”, click on existing list and use

If you need to create a new list, click “advanced” at top of the page, go through the process/ questions, and name the new list. Once you name it, it will be there in the list of searches.

e-tail insights process

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Page 23: FDC Sales Guide

23PHONE CALL / INTRO SCRIPTS

phone call • intro

Cold Call IntroductionThis should be a little more structured. Below is a sample script for cold calls, however, feel free to play around with methods and wording to see what works best for you:

Hello, may I please speak with John?

Hi John , this is (your name) with Fulfillment.com, how are you?

I help companies like yours save time and money on Pick, Pack, & Ship services - would you have any interest in discussing how I can help you now or at a later date?

They will be: not interested, have time to talk now, or will want to schedule a call.

If they shut you down: Thank you for your time, please feel free to reach out to us if you ever change your mind. You can go to Fulfillment.com if you would like more information.

If they can chat now: Great, thank you, I appreciate it (move into info gathering and value propositions). The best thing here is to start a CONVERSATION with them. You don’t want to go right to info gathering, but you also don’t want to rattle off a bunch of FDC value props. Give enough info to interest them, then ask some questions. Create some rapport.

If they would like to schedule a call: Ok no worries, when would be a convenient time that I could call you back? (prospect will generally look at calendar and give a date & time - put on calendar to remind yourself to call back - the prospect is usually very comfortable and will share any information you need on this call) *You can schedule this task in CRM*

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Transition to Info Gathering “Well I would be happy to tell you about Fulfillment.com and our services, however, first I would like to know more about your particular situation. So what’s going on?” (This is an informal approach, but asked respectfully will put your prospect at ease).

About the Business> So is this a new venture for you or have you had other e-commerce businesses in the past?> Are you shipping mostly direct to consumers or B2B (% mix?)> Where are you shipping (what countries?)> How are your sales? What is your order volume?

Products> Tell me about your products? > How many SKUs do you have?> (Are there any special handling or storage needs?)> Do you keep a large supply of inventory on hand? How many pallets?

Shipping> Are you currently shipping?> How are you currently filling orders?> What does your typical shipment look like?> Number of products, weights, dimensions?> Do you have a selected shipping method? Does the customer decide? Expedited?

Technology> Do you have a CRM/E-commerce platform (be prepared to explain what this is)?> Any special technology needs?> How do you currently manage your fulfillment process?

Competitor Dashboard> Do you like it?> What kind of functionality do you have?> Can you manage orders, change statuses?> Reporting? (Accounting, Inventory?)

phone call • info gathering

PHONE CALL / INFO GATHERING

Page 25: FDC Sales Guide

25SALES PRICING & GUIDELINES

sales pricing & guidelines

CLIENT PROFILE 1 CLIENT PROFILE 2* CLIENT PROFILE 3*

SPECS

PRICING

Fulfillment Base Rate

Picking Fee

Storage

Acct. Maintenance Fee

Receiving

* Weekly order volume that is not AT LEAST 10X the SKU count will not be considered.

Max Product Size

Max No. of SKUs

Min. Monthly Orders

5” x 5” x 5”

10

500/month

$1.25

$.25/per

$19.99/pallet/month

N/A

$35.00/labor hourONLY WHEN:

Shipment does not comply with receiving

requirements as per agreement

$1.25

$.65/per

$19.99/pallet/month

N/A

$35.00/labor hourONLY WHEN:

Shipment does not comply with receiving

requirements as per agreement

and/orClient has more than

20 SKUs

$1.00

$1.00/per

$49.99/pallet/month

$2.00/SKU

$35.00/labor hourONLY WHEN:

Shipment does not comply with receiving

requirements as per agreement

and/orClient has more than

10 SKUs

25” x 25” x 25”

50

N/A

25” x 25” x 25”

50

No Volume History/Start Ups

TOTAL ORDER SIZE also cannot exceed 25” x 25” x 25”

Page 26: FDC Sales Guide

26CLIENT GUIDELINES

B2B

More than 50 SKUs

Individual inventory items that weigh more than 10 lbs

Order weight of more than 20lbs

Order size of more than 25” x 25” x 25”

Single orders requiring multiple cartons

Custom CRM integration (current CRM list see: Exhibit A)

Payment terms other than Pre-Pay

More than 15 pallets of storage

Specialty fulfillment needs (product assembly, custom packaging, labeling, etc.)

Hazardous materials/requires MSDS (chemicals, aerosols, batteries, etc.)

Regulated merchandise (alcohol, tobacco, firearms, cannabis-related, medical devices)

Merchandise requiring special storage (FDC warehouse is maintained between 55-75° F)• Merchandise valued over $100/unit • Refrigerated/cold storage

Apparel

Merchandise requiring special shipping options (Air options only, ship methods/carriers FDC is not currently using, climate controlled shipping, etc.)

Utilizing 3rd party account for freight or postage

client guidelines/ Requires approval by COO or VP of Operations // If approved, it will require custom pricing /

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other key points

Avoid custom integrations. Focus on selling to clients using one of the 42 most popular CRM/ERP/e-COMMERCE platforms (http://www.fulfillment.com/integration-guide/). FDC is typically system-integrated, including testing, in 5 to 10 business days after receipt of the client’s deposit.

Unless system integration is not yet complete, FDC is typically prepared to commence fulfillment operations within 5 business days of receiving client’s merchandise, the executed and accepted FDC Fulfillment Services Contract, and receipt of the client’s prepayment deposit.

FDC works off a prepaid payment model. Just like a prepaid credit card… when the client prepaid balance runs out… shipments stop. Account Executives will advise all clients of low prepayment balances for replenishment.

RECEIVING within FDC specifications (see FDC Fulfillment Services Contract on Google Drive for specifications) is included in FDC’s Fulfillment Fee. Receiving includes physical receiving, count and condition inspection, and segregation of non-confirming and/or damaged merchandise.

PACKAGING MATERIALS are priced separately and include an appropriate corrugated cardboard box, mailing envelope or tube, and appropriate filler selected by FDC (not client). FDC does not pack in custom shipping containers.

Additional service fees are specified in the FDC Fulfillment Services Contract.

FDC currently seeks only B2C transactions. FDC anticipates further technology platform capability upgrades to facilitate B2B engagements by Q1/Q2 2016

OTHER KEY POINTS

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We are extremely cost competitive in the market, we leverage our carrier relationships and pass along the savings.

We are one of the only Fulfillment companies that assigns a “full time” account rep for your company. You can talk to a “live person” who can answer your questions when needed.

Our sales dashboard allows you to monitor 100% of your orders in real time, regardless of where you are globally.

You can filter/search/report on any of your orders in real time.

Order Grouping // We “batch” your orders together from your e-commerce CRM. If you get multiple orders from one address, it goes out together saving you money on duplicated fulfillment and shipping fees.

Address Validation Tool // Shipments only get delivered to valid addresses; if there are problems, our tool allows you to easily correct the address in real time prior to shipment.

Outgoing Products Tool // Calculates your SKU velocity, helps you stay on top of your inventory levels, let’s you know your average consumption rate AND when you need to reorder. Great for forecasting and purchasing.

Real Time Online Billing Detail // See detail of ALL of our fees, by order, on our proprietary state-of-the-art Internet dashboard. As evidenced by our transparency, FDC is proud of our pricing.

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Value Proposition

VALUE PROP SCRIPTING

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View Demo below to learn the process flow:

https://drive.google.com/a/fulfillment.com/file/d/0B4nachywnZaCRVE1Ny1Gb2Y5dTA/view

Once you learn the Sales Demo, you can do it LIVE with potential clients:

sales demo instructions

Go to: http://app.atcostfulfillment.com/

User: [email protected]

demoaccount01

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SALES DEMO INSTRUCTIONS

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phone call • closing the sale

PHONE CALL / CLOSING THE CALL

So based on the tone of your conversation and your excellent info gathering, you should have an idea as to how quickly they are looking to move. If they are really excited and ready to go, go over the pricing with them on the phone, get them excited and jump right to getting them an agreement. If they have a little more time, but are still definitely interested, send them pricing via email to “digest the information,” and schedule a follow up call to go over the pricing and answer any questions. From that call, you have either lost them or they will want an agreement. It’s not recommended to send them the pricing (for the first time) with the agreement (even though it’s at the bottom), you don’t want them stressed about understanding pricing AND going through the massive agreement. Get them excited about the low pricing and the agreement will be less of an issue.

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KNOW THE AGREEMENT INTIMATELY! Understand every section, identify potential issues that a client might have, and know how to alleviate their concerns. There is nothing in the agreement that should really scare someone away, so 9 times out of 10 the issue is due to not understanding the agreement. That is why you are there, to help them navigate the sections and put their fears to rest.

Make sure you amend the pricing exhibit correctly to reflect the pricing that you gave the prospect. Once that is updated, you will want to add the prospect’s business name in the beginning of the agreement as well as their address and you are ready to deploy the agreement to the prospect via a service called Docusign. IMPORTANT: You will need to verify that the business name you are given is the legitimate business name. You can easily verify this by going to the secretary of state business database for the state where they incorporated the business.

Docusign is a secured document service that will allow you to send an un-editable document to a list of recipients to sign. The document is sent via email, it’s recommended that you send a few test Docusigns in order to familiarize yourself with the tool. You can also find “How To” video at: https://www.youtube.com/watch?v=MNFNkyfSUqM

1 Login to Docusign.com.2 Click the “Documents” tab.3 Click the yellow “New” dropdown and select “Send a Document.”4 Click “Upload a File.”5 Add your recipients, their email addresses, and the action they need. You will also need to drag the recipients up and down to specify the order you want the document signed. Make yourself the first signer.6 You can add a message with the email if you would like.7 You will be brought to the document itself and will need to assign actions to each signer. NOTE: When you assign the actions, you will need to pay close attention to which signer you are setting the action for.8 Preview, check for accuracy, and send!

the agreement

docusign

THE AGREEMENT / DOCUSIGN

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32THE CLIENT DEPOSIT

After you have received the signed agreement, you have one final step before you can hand the client off to their Account Executive. You need to collect the $500 non-refundable deposit. So in case this has never been explained to you, the deposit will go towards the prospect’s fulfillment account, however, no work will be done on the client’s account until the deposit has been made. This also allows our agreement to be obligation–free until the client is ready to start getting set up.

The deposit can be collected by wire, ACH Payment, and Credit Card. Additional processing fees may apply depending on the method of payment (this is outlined in the agreement). All documents can be found in the FDC Sales Shared Drive on Google.

the client deposit

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33THE “HAND OFF”

the “hand off”

Once you have received the signed agreement and confirmed receipt of the new client’s deposit with billing, you still need to make an introduction to the client’s dedicated Account Executive (AE). REMEMBER, you keep getting paid a commission while the client is shipping. The AE will keep the client HAPPY and, more importantly, keep them SHIPPING, so make sure you give the AE what he or she needs to make this transition SMOOTH. The last thing you want is to go through everything to bring a client on board, only to have them leave because the hand off to the AE was executed poorly. Following is a list of steps to follow and information needed in order to complete the process of handing off the client to an Account Executive (AE).

Convert Zoho lead to an account and ensure that all contact info (names, emails, roles, etc. are defined within the account and properly set up).Upload the signed agreement to Zoho account.Contact the AE receiving the account and go over the following details via email or phone (if you discuss verbally, be sure to follow up with an email outline of points covered as well).

Details that should be outlined/discussed with the AE who will be assigned the account:

Account nameMain contact person and applicable contact info for account (phone, email, company website if applicable)CRM the account is using to ensure that the AE understands how integration will occur (if they will not be pushing orders via CRM, note CSV upload as preferred method)Expected order volume (this includes anticipated start date, specific details like planned rollout of orders starting small and building, whether account is a start-up or crowd-funded campaign, etc.)Description of the products they will be shipping and any special conditions under which they should ship (if known, e.g., kitting, bundling, etc.)Which FDC facility products will be warehoused in and shipping fromBreakdown of fees per facility (if standard agreement fees, simply refer AE to the agreement; otherwise, specify which of the 3 fee tiers apply to account and/or any special negotiated fees outside of standard agreement.)Include a copy of the agreement.

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Once all of this information has been shared/discussed with the AE, Sales may now send the standard intro email between the new client and the AE so that the assigned AE can then schedule his or her first meeting with the client and complete the hand off process.

sales to AE “hand off” template

SALES TO AE “HAND OFF” TEMPLATE

Subject LineAccount Executive Introduction: AE’s Name, Meet Thomas with Oradix!

Hey Thomas!

I received the signed agreement, and we’re excited to work with you and your team!

I wanted to take a moment to introduce you to your dedicated Account Executive, AE’s name here! AE will be your point of contact for any needs you may have. AE is an incredibly hard working individual and a pleasure to work with. AE is one of the major reasons why our company runs like a well-oiled machine, so you are in good hands!

AE’s Name,I would like you to meet Thomas Janossy with Oradix! Thomas has been an absolute pleasure to work with, and I am excited that Oradix has chosen Fulfillment.com to take care of their US fulfillment needs!

If you need anything else from me, let me know. Until then, have a great day, and I’ll talk to you soon!

Thank you.Sales Executive Name

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35FDC TERMINOLOGY

Activity profiling // The systematic analysis of the items and orders handled in a warehouse in order to improve its design and operation.

Affiliate marketing // Revenue sharing between online advertisers/merchants and online publishers/salespeople, where compensation is based on performance measures, typically in the form of sales, clicks, registrations, or a hybrid model.

Affiliate tracking // Software that tracks clicks, sales or other performance measures to determine revenue sharing or commission.

Affiliate // Any web site or business that provides links or sales to your site through their own marketing efforts.

ASN (Advance Shipping Notice) // Electronic information concerning a single shipment of movable units sent to a WMS from suppliers and sent from a WMS to customers.

B2B (Business to Business) // Generally refers to selling products or services to other businesses.

B2C (Business to Consumer) // Generally refers to selling products or services to end consumers.

Banner // An advertisement or image displayed on one or more web sites to attract visitors to your site.

Batch picking // An order picking method where a single picker picks all of the items for multiple orders.

Blind count // An inventory keeping method in which the person that counts the stock is only provided with a description and SKU, but not with the count that should be in inventory. This method can help reduce bias and errors during physical count inventory.

Broken-case picking // Alternative term for piece picking.

Caching // The storage of web files on a computer or server so they can be accessed quicker by the end user.

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Case picking // Retrieval of full carton loads of each item or inner packs of items from cartons (the latter a.k.a. split-case picking).

Click-through // The act of clicking on an online advertisement (banner) to the advertiser’s web site.

Consolidation // The process of combining material from several partially filled storage locations containing the same item into a single location, combining several orders into a single shipment, or combining several portions of an order at a single location.

Conversion rate // Also Transaction Conversion Rate. The percentage of visitors who take a desired action on your web site.

Cookie // Information stored on the users computer by a web site. The information can be recalled by the web site at a later time.

Cost-per-click // Online advertising payment process where payment is based on qualifying actions such as clicking on a banner or search engine listing.

Cross-docking // The process of moving material from a receiving area directly to a shipping area without long-term storage of the material.

Customer order // Request that indicates the type and quanity of SKUS to be shipped to a customer; each SKU-quantity pair in the order is termed a line (cf. purchase order and shop order).

Cycle counting // The process of counting the contents of storage locations in order to verify the accuracy of inventory records.

Dead stock // Dead stock refers to inventory that has not been sold or shipped in a long time.

Directory // A search service that arranges the web pages in its database (often through a registration process) into categories and subcategories.

Discrete picking // An order picking method where a single picker picks all of the items for a single order.

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Domain name // A user friendly name that represents a location on the Internet.

Doorway page // A page made specifically to rank well in search engines for particular keywords. Also an entry point through which visitors pass to reach your web site’s main content.

Drop shipping // The term ‘drop shipping’ is often used interchangeably with ‘order fulfillment. In many cases, however, a ‘drop shipper’ is a company that offers products for sale, and that delivers them to the seller’s customers. This practice is very much in use with eBay and other auction sellers, where the seller will offer the drop shipper’s products for sale, and collect a commission if and when the product is sold.

E-commerce catalog software / solution // Generally refers to a fully functional online catalog site management system. Management functionality generally includes products, shipping, sales tax, sale pricing, featured products, sales, payment processing, and order processing as well as marketing features.

E-commerce // Generally refers to the exchange of goods or services via the Internet. Also e-business... both electronic sales via the Internet and business-to-business transactions via a dedicated connection (modem or broadband).

Each // An individual unit picked during piece picking.

Email marketing // The use of email to promote or market your products or services.

Email spam // Unsolicited commercial email.

Emergency order // For a number of reasons, a particular order can be assigned priority, and treated and processed ahead of other orders in the queue. These ‘emergency orders’ can be assigned by the merchant, or by the fulfillment center, for example in the case of damaged merchandise that must be replaced.

EPC (Electronic Product Code) // A globally unique serial number for physical objects identified using RFID tags.

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ERP (Enterprise Resource Planning) // Software system that controls the entire operations of a firm. The item, carrier, and customer master files are maintained by an ERP system and are used as a common data source for orders and ASNs.

Ezine // An electronic magazine generally on the web or delivered through email.

FFA (Free-for-all) // Sites that have no qualifications for adding a link to your web site. Generally these sites provide little or no traffic to your site.

Forum // An online discussion where visitors may read and post information or comments.

Forward picking // A storage area designed for efficient piece and case order picking that is usually replenished from reserve storage but sometimes directly from receiving.

GPC (Global Product Catalogue) // A directory of product attributes that allows independent data repositories to be synchronized for global, multi-industry supply chain messaging and reporting.

GTIN (Global Trade Item Number) // All-numeric system for assigning globally unique codes to trade items (products and services). GTIN includes UPC, ISBN, and NDC.

Hit // Any request for any file located on the web.

Home page // The opening page of your web site.

Impression // A single instance of an online ad being displayed.

Inbound link // A link from a site other than yours.

Inner pack // Package used inside of a carton to allow more efficient split-case picking instead of individual piece picking when a less-than-carton-size number of units are to be picked.

Inventory master file // File maintained by a WMS that contains the total quantity and storage locations of each item stored in the warehouse. Used together like the location master file to control material transport operations.

Inventory // The number of units of each item stored in a warehouse.

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ISBN (International Standard Book Numbering) // An international standard code for books.

Item grouping of identical objects // i.e., a class or collection of units; inventoried items are usually referred to as stock-keeping units (SKUs).

JavaScript // A scripting language used in the development of web pages. Generally refers to client-side web programming.

Key phrase // A phrase used to perform a search.

Keyword density // On a web page, the keywords as a percentage of indexable text on the web page.

Keyword research // The search for keywords related to your web site. Also the analysis of which words or phrases are used by visitors to locate sites similar to yours. Also the analysis of which key words or phrases will yield the highest return on investment.

Keyword // A word used to perform a search.

Kitting // Kitting refers to grouping several different items under a single SKU, and shipped as such. For example, as a merchant you may offer a ‘Widget Variety Pack’ composed of a blue widget, a red widget, and a yellow widget. The order fulfilment center receives separate shipments of widgets, and ‘kits’ them together under a single SKU when required.

Less Than Truckload shipping (LTL) // LTL is the transportation of small freight. LTL shipments typically weigh between 151 and 20,000 lbs (68 and 9,072 kg). LTL carriers collect freight from various shippers and consolidate that freight onto enclosed trailers for linehaul to the delivering terminal or to a hub terminal. The main advantage to using an LTL carrier is that a shipment may be transported for a fraction of the cost of hiring an entire truck and trailer for an exclusive shipment. Also, a number of accessory services are available from LTL carriers, which are not typically offered by FTL carriers such as; liftgate service at pickup or delivery, residential service at pickup or delivery, inside delivery, notification prior to delivery, freeze protection, and others.

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Light assembly // Some items may be shipped to the fulfillment center directly from your supplier, and some assembly may be required in order to have the final products ready to ship. Light Assembly refers to manual, non-automated assembly that requires little more than the most basic tools.

Line // An item-quantity pair in an order.

Link popularity // A measure of the quality and quantity of sites that link to your site.

Link text // The text (words) used to create a hyperlink.

Location master file // File maintained by a WMS that contains the quantity of the item available at each storage location in the warehouse. Used together with the inventory master file to control material transport operations.

Log file // The files that maintain a record of the requests for resources on your web site.

Logistics // Logistics refer to the organization, processes and services needed to ensure the efficient flow of merchandise and orders from storage to shipment and delivery.

Merchant account // A bank service account that allows you to accept credit card transactions. Just one part of the process of accepting online credit card orders (see payment gateway).

META tags // Tags that describe various aspects of a web page. META Keywords, META Title, META Description are the most commonly used.

Movable unit // A single identifiable unit load (e.g. carton, pallet, trailer, etc.) that is moved and stored at a location.

Natural search results // The non-paid listings displayed as a result of a key phrase search using a search engine. Featured, pay-per-click, and sponsored listings are generally used by less than 40% of search engine users. This makes natural search placement over twice as effective as paid search results.

Navigation // Generally referred to as the structure and process of moving from one page or section of a web site to another.

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NDC (National Drug Code) // A code maintained by the FDA for identifying prescription drugs and some over the counter drugs.

Opt-in email // A process for allowing people to request email from you.

Opt-out email // A process for allowing people to request that you stop sending email.

Order fulfillment // Order fulfillment represents the steps that need to be taken in order for a customer to receive his or her order, after they complete their purchase. It generally involves packing the order in the appropriate, safe packaging, and dispatching the purchase through a carrier service.

Order picking // The process of removing material from storage in response to specific customer orders or ship orders (cf. putting).

Order // Request to ship, receive, or transport material as indicated in a customer order, purchase order, or shop order, respectively.

Order tracking // State-of-the-art software allows the merchant to track, in real time, individual orders as they are processed by the order fulfillment company. Order tracking can also refer to email confirmations that can be sent to both merchant and end-user customer when the order has shipped, complete with carrier tracking number.

Packing list // A list included with every order that details the SKU, description, and unique identifiers of every item or unit of sale included in an order. This list is produced by the fulfillment center and typically enclosed with the order.

Packing // The process of preparing a container for shipment.

Page view // A request to load a single HTML page.

Pallet picking // Retrieval of full pallets of cartons, or layers of cartons from a pallet (a.k.a. unit-load picking).

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Pay-per-click (PPC) // Used to describe those search engine services that charge for directing visitors to your site. The cost of each visitor is determined either by a BID or FLAT FEE that you are charged each time a search engine user clicks on a link to your site from these sponsored links.

Payment gateway // An internet service that connects your e-commerce site with your merchant account. A gateway accepts your order information and connects to your merchant account to authorize and transfer funds.

Permission marketing // Marketing based on getting a user’s consent to receive information from your company or web site.

Perpetual inventory system // A system by which a constant inventory is maintained by collating initial inventory count, orders shipped, and inbound orders. This allows merchants to know their inventory levels at all times. Occasional spot checks can be required to maintain the integrity of the perpetual inventory system.

Pick and pack // Pick and pack refers to packaging several different SKUs from the same merchant into a single box for one customer. For example, a customer may order 2 blue widgets and 3 red widgets from the same merchant, in a single order. The order fulfillment center will then pick and pack the order as required; both customer and merchant can benefit from lower proportional shipping costs, known as combined shipping.

Pick conveyor // A non-powered conveyor (e.g. wheel or roller) used in piece picking to support a tote or other container while it is being filled.

Pick list // Request to a picker that indicates the sequence in which the storage locations of SKUs are to be visited along with the quantity of units to be picked from each location for one or more orders.

Pick-and-pass // Alternative term for progressive assembly picking. Picking short for order picking (cf. putting).

Piece picking // Retrieval of individual units (or ‘eaches’) of an item, where each piece picked is the unit of issue to the final customer (a.k.a. broken-case picking).

Pop-up ad // An ad that automatically opens a new browser window.

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Progressive assembly picking // Variation of zone picking where anorder is passed from one zone to the next, eliminating the need to consolidate the order but increasing its total picking time (a.k.a. pick-and-pass).

Purchase order // Request that indicates the type and quantity of items to be received from a vendor; each item-quantity pair in the order is termed a line (cf. customer order and shop order).

Putaway // The process of moving material from a receiving area to a storage location.

Re-order point // Point at which re-ordering of a product is indicated.

Receiving // The process of unloading, verifying, inspecting, and staging of material transported to a warehouse in preparation for putaway or cross-docking, sometimes including sorting and repackaging of the material. Reciprocal links // Mutually agreed upon links between two sites.

Replenishment // The process of moving material from reserve storage to a forward picking area.

Reserve storage // An area intended for the storage of material in full pallet load sizes from which both forward picking areas are replenished and pallet orders and some case orders are picked.

Return Merchandise Authorization (RMA) // Code or number issued by the owner of the merchandise which allows for the end-user to return an order to the fulfillment center.

Rewarehousing // The process of moving items to different storage locations to improve handling efficiency.

Search engine optimization // The process of building web pages targeted toward getting higher ranking in search engines.

Search engine // A program that indexes web documents and attempts to match those documents with search words or phrases entered by a user.

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Serial number // The number or code assigned to a single item to differentiate it from others. This differs from Stock-Keeping Units, or SKUs, as those are used to represent a type of item rather than an individual one. For example, a SKU may represent blue widgets in general, while each individual blue widget is referred to by a serial number.

Shipping // The process of staging, verifying, and loading orders to be transported from a warehouse.

Shop order // Request that indicates the type and quantity of SKUs to be transported from a warehouse to a production area; each SKU-quantity pair in the order is termed a line (cf. customer order and shop order).

Shopping cart integration // integration of software with an existing shopping cart solution, in order to receive the order information within seconds of payment being approved by the merchant’s credit card processor. This allows for almost immediate packing and shipping, reducing processing time and increasing customer satisfaction.

Shopping cart // Generally refers to the portion of an e-commerce site that maintains a list of the products chosen by a visitor to purchase. Can be stand alone (using an HTML or other product presentation format) or part of an e-commerce solution.

Simultaneous picking // Variation of zone picking and where the items for an order are picked simultaneously in each zone and then consolidated, making it possible to minimize the total picking time required for an order (which is useful if there are multiple waves per shift).

SKU (Stock-Keeping Unit) // A SKU, or Stock-Keeping Unit is a unique identifier that refers to a type of item or items for sale. It is used for sales, shipping and inventory-keeping purposes. A SKU can also be used to refer to several different items sold as a single unit.

Sortation // The process of merging, identifying, inducting, and separating material to be conveyed to specific destinations.

SPAM // Unsolicited commercial email.

Spiders // Software used by search engines to locate new web pages for their document databases.

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Split-case picking // Variation of case picking where inner packs of items from cartons are retrieved.

SSCC (Serial Shipping Container Code) // A globally unique serial number for identifying a movable unit (e.g., a pallet).

Storage location // An identifiable location in a warehouse assigned a unique address and used to store a single item, where the capacity of the location corresponds to the maximum number of units of the item that can be stored at the location.

Takeaway conveyor // A powered conveyor (e.g., belt or live roller) used in piece and case picking to transport completed orders.

Unique visitors // An individual visitor to a web site at least once within a fixed time frame.

Unit // Instance of an item, i.e., a unique physical object.

Unit-load picking // Alternate term for pallet picking.

Unitizing // The process of combining multiple smaller containers into a larger container that can be handled as a single unit load.

UNSPSC (United Nations Standard Products and Services Code) // A hierarchical 8-digit code that can be used to classify all products and services at the segment, family, class, and commodity levels.

UPC (Universal Product Code) // The standard bar code for retail items in North America.

URL (Universal Resource Location) // Location of a resource (web page, file, image, etc.) on the Internet.

Wave // A planning period for picking groups of orders that can be used to coordinate picking with shipping schedules or because downstream sortation has limited order capacity; there are usually multiple waves during each shift.

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Web browser // A software application that allows you to view resources (primarily HTML web pages) on the Internet.

Web design // The creation and coordination of information in a web site.

Web hosting // A computer that is always connected to the internet and provides access to web resources for a web site.

Web resource // Any HTML file, image, or other computer file that can be reached through a URL.

Web site traffic // The number of visitors and visits to your web site. Can be measured in hits, page hits or unique visitors.

WMS (Warehouse Management System) // Software system that enables real-time, paperless control of the operations of a single warehouse.

Zone picking // An order picking method where each picker only picks the items of an order that are located in the portion of the storage area assigned to the picker for picking; simultaneous picking and progressive assembly picking are two variations of zone picking.

Zone-batch picking // A combination of zone and batch picking, where multiple pickers each pick portions of multiple orders.