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WARNING!Carrying or Using Mobile Phones On Floor Is An PUNISHABLEOFFENCE
ORDERPANEL
SESSION OBJECTIVES
Importance & Relevance of Order Panel
Accessing order panel
Understanding Order Form
Hygiene & Practices For Address Capturing
Identifying Incomplete address
Probing for Address Elements
ORDER PANELWHY WE NEED ORDER PANEL
Fill Details
Book OrderFor customer
Choose Specifications
UsePayment Options
➢ To place order for customer.
➢ Through order panel we capture correct customer address.
➢ Order panel helps to correctly capture customer contact details.
?✓ Incorrect Name✓ Wrong Locality
Captured✓ Address Incomplete✓ Wrong Area Pin
Code
ORDER PANELIMPORTANCE
ORDER PANEL
➢ With proper data capturing we ensure maximum order delivery.
➢ Order Panel helps you to earn maximum incentives.
= +
Higher CompanyIncome
Incentives &Growth
IMPORTANCE
ORDER PANELBOOK AN ORDER
LOCATOR PANEL
QUICK ORDERORDER PANEL
ORDER PANELBOOK ORDER
LOCATOR PANEL: Using Quick Order
How easy it would be if …..
✓We can book order directly from Locator Screen
✓ We can view & copy customer’s previous address withoutswitching screens.
✓ We can view and discuss Now Showing product withoutgoing to any other panel.
✓ We can capture all relevant details for an order on the veryfirst screen we see on CRM .
ORDER PANEL VIEWAccessing Locator Panel
LOCATOR PANEL: Using Quick Order
✓ We can book order directly from Locator Screen.
✓We can view and discuss Now Showing product without going to any other panel.
✓ We can capture all relevant details for an order on the very first screen we see on CRM .
Call Details
Order Punch
Lead Panel
Past Order History
Past Lead History
To access order panel and update customer details, we first need to select product which customerwants to but.
1. Use “Proceed To Order”. 2. “Click Here To Buy” on Product Details
page.
ORDER PANELBOOK ORDER
ORDER PANEL
ORDER PANEL VIEW
To Search Order And Use Order Panel
Accessing Order Panel
STEP 3: Click On Proceed To Order
STEP 1: Identify Product On Product Search Panel
STEP 2: Select product radio button.
ORDER PLACEMENT
ORDER PANEL – DATA CAPTURING
ORDER PLACEMENTDATA CAPTURING IMPORTANCE
Data Capturing has to be correctly performed without any mistakes.Without correct customer details – Name & Address it will be simply be amistake to assume that product gets delivered at customer’s doorstep.
✓ Order placed with correct data helps to maximizedelivery percentage and maximize your incentive
✓ Easy for our logistics team to validate order.
✓ Convenient for our courier/ postal partners tolocate customer address.
✓ Parcel delivery on time.
✓ Minimize possibility of non-delivery and return ofparcel to our warehouse.
✓ Satisfied customer
ORDER PLACEMENTORDER PANEL
ORDER PLACEMENTORDER PANEL > SECTIONS
Order Panel screen can be broken down into following important sections.
1. Order, Add Gift AND Customer Details
2. Payment Details
ORDER PLACEMENTORDER PANEL > SECTIONS
A. Product Details: Product details include the offer code, product code andproduct name related details.
B. Offer Details: Offer Details include information about the discount couponand any additional free item being given with the product.
C. Quantity: Product quantity refers to the number of units customer wants toorder. Maximum quantity which can be ordered by customer in one specificorder is two.
D. Price (Offer + Shipping): This section includes separate cost for product &shipping as well as Total Price details .
Order Details.
ORDER PLACEMENTORDER PANEL > SECTIONS
NT CASH REDEMPTION
ADD GIFT
Add Gift tab is used when customer wants to avail their NT Cash, through this tab we can add gift product. A gift product can only be purchased through NT Cash.
Point to Remembercan only happen:1. In order to buy a Gift product minimum balance should be 5000 NT Cash.2. A Customer can buy only those products are available in the Add gift Link.3. Customer need to place an order (Hot deal product) along with which he can opt for a Gift
Product.
ORDER PLACEMENTORDER PANEL > SECTIONS
ADD GIFT
ADD GIFT
Click on Add Gift
ORDER PLACEMENTORDER PANEL > SECTIONS
BECOME A DIAMOND MEMBER
❖ By clicking on the above check box customer will become a diamondmember.
❖ Customer just needs to pay Rs 599 for this.
❖ Customer can earn NT Cash equal the value of product purchased.
Click on the check box to select the diamond membership
ORDER PLACEMENTORDER PANEL > SECTIONS
1. Initials: For a male customer select Mr. in the initials. For female customers by default
select Miss . While asking for a female customer’s name if a customer proactively suggestMrs., only then use it.
2. First Name : Here we capture the first name of the customer.
3. Last Name: We capture the customer’s last name here.
Customer Details
Customer’s Name & Initials:
21 3
ORDER PLACEMENTORDER PANEL > SECTIONS
Customer Name & Initials✓ Only use Mr. or Miss. Initials proactively.
✓ Use Mrs. only is customer confirms the same while giving her complete name.
✓ Probe for customer’s full name. No need to ask for First name and Last Nameseparately.
✓ Don’t ask customer to spell out his/her name. If customer’s name is not clear oncall then only ask customer to spell it.
✓ If customer is not sharing his/ her Last Name then simply use First Name as lastName.
ORDER PLACEMENTORDER PANEL > SECTIONS
A. Address : Customer’s house and area details if customer resides in cities. Alternatively Village
& post office details if customer resides in village.
B. Landmark: Landmark is a famous or well known unique place near customer’s delivery
address.
✓ Use terms like “Near”, “Behind”, “In Front Of”, “Opposite To” before your mention landmark.
✓ Religious buildings, Government Offices, Schools, Hospitals are some common examples forLandmark.
Shipping Address DetailsA B
ORDER PLACEMENTORDER PANEL > SECTIONS
A. City : To Capture the city name for customer and District for village customer. Simply type
first three letters in city column and list of cities will appear. Select the correct city fromdropdown.
B. State: State is auto updated. All cities are mapped to their respective states in our CRM so we
not have to manually update state.
Shipping Address DetailsA B
ORDER PLACEMENTORDER PANEL > SECTIONS
✓ PIN CODE: PIN is the postal code. For cities PIN belongs to Areas & For Villages PIN Belongs to Post
Office
Shipping Address Details
✓ Pin Code should always be captured according to Voice of customer
✓ If customer does not know PIN for area/ post office, ask customer to check some document like Driver’sLicense, Voter ID Card, Utility Bills, Adhar Card, A/c Pass Book etc. In case customer is not able to crosscheck PIN code on any document, then you can also check it with the help of Search Pin.
ORDER PLACEMENTFLOW OF ORDER > ORDER PANEL
A. Mobile Number: This field is auto filled with the caller number. However if customer wants tochange the same advisor can change the number. We send order number and other alertsregarding the order on this number. Order number is always SMS’ed to the number updatedunder “Mobile Number” box.
B. Alt Phone Number: Alternate number is very important to maximize parcel deliveries. Incase customer is not available at shipping address at time of delivery then our logistic partnermight use this number to contact customer.
Customer Contact Details
A
B
ORDER PLACEMENTORDER PANEL > SECTIONS
A. Payment Mode: This highlights how customer will be paying for the productordered. Currently by default it is set at Cash on Delivery (COD) because onlyCOD orders are being booked via CRM.
B. Redeem Cash Voucher: If customer wants to use a previously obtaineddiscount coupon and get the price reduced then obtain the cash voucher numberand validate the same “Redeem Cash voucher” input box.
Payment Wallets & Cash Voucher
A B
Check balance for customer in Payback by clicking Check Button.
Offer Redemption Of Points Proactively To Customer.
Enter Desired amount of points for redemption.
Click Redeem button.
Payback Points Redemption
PAYBACK POINTS
A customer can use mobile wallet to make payment in Naaptol. Mobile wallets are Paytm, Oxigen, Mobikwik etc.
Check balance for customer in Wallet by clicking Check Button. Offer Redemption Of Amount Proactively To Customer. Enter Desired amount in Rupees for redemption and send OTP. Click Redeem button.
Mobile Wallet Redemption
ORDER PLACEMENTADDRESS CAPTURING
Things to take care of :
ADDRESS CAPTURING – CONCEPTS & HYGEINE
Always ask customer to provide his/her complete address.
PIN Code should always be updated as per VOC. It is not to becross checked or verified from any other source.
Once address is captured as per VOC, advisor need to probe it forincomplete elements.
Capture Address in Upper Case (capital letters).
Let’s Look At An More Address
ORDER PLACEMENTADDRESS CAPTURING
C/O Rahul Kumar, Sector 12, Noida,Uttar Pradesh, 201301
WHAT DO YOU THINK WILL HAPPEN TO THIS ORDER?
▪ Will it get delivered?
▪ Will customer ‘s expectations get met?
▪ Will this order earn you incentive?
▪ Will Naaptol be paid for this order.
ORDER PLACEMENTADDRESS CAPTURING> DO’S & DON’T
✓ No City Address should be captured without House Details. (In Metro Cities)
✓ In main cities address it’s important to take house no & for South region Door no.(Like Delhi NCR , Bangalore, Hyderabad, Kolkata)
IMPORTANT
Order No Address
38491918
POST :KAROLBHAG , MOHALLA : BATANAGAR ,DISTRICT : CENTRAL DELHI NEAR HANUMAN MANDIR .JANDE GALAM . NEW DELHI DELHI 110005
38456718 MILENIUM APPARTMENT, SECTOR18, ROHINI, DELHI 110089
38443873C/O:SHIKKIL BHAI ,SHIVAJI NAGAR ,GOINDE ,CHEMBUR IN FRONT NAYA BUS DEPO MUMBAI MAHARASHTRA 400043
ARE THE BELOW ADDRESS COMPLETE?
ORDER PLACEMENTADDRESS CAPTURING> DO’S & DON’T
✓ Probing should not be done for post office name in main cities like-Delhi NCR ,Bangalore, Hyderabad . (Metro Cities)
✓ Don’t write one particular word many times in address like (Post office-Ahmedabad ,HQ-Ahmedabad ,Dist-Ahmedabad)
IMPORTANT
38435141VILL-MANGAL NAGAR, WOKAT ROAD, POST-THERGAON PUNE
MAHARASHTRA 411033
38413973C/O-LATA PANCHILAL RAJPUT,V.P.O-BARDOLI BEHIND-KUMBAR WARD
SURAT GUJARAT 394601
ARE THE BELOW ADDRESS COMPLETE?
Order No Address
ORDER PLACEMENTADDRESS CAPTURING
UNDERSTANDING ADDRESS ELEMENTSHere is how a main city address will look like for main cities like DELHI,MUMBAI, BANGALORE, .
HOUSE NO 2, FIRST FLOORB BLOCK, SECTOR 15NOIDA.
HOUSE DETAILSAREACITY.
HOUSE AREA ADDRESS
ORDER PLACEMENTADDRESS CAPTURING
UNDERSTANDING ADDRESS ELEMENTS
HOUSE AREA CITY
HOUSE NUMBERFLAT NUMBERROOM NUMBERDOOR NUMBERQUARTER NUMBERKOTHI NUMBER
PHASEPOCKETCOLONYSECTOR
NAMESECTORCROSSPARACOLONY
NAME
LETS CHECK FEW ADDRESSES
APPARTMENT
Flat 1, Tower 4Sanchar Apartment , I.P. Extension,
Delhi
HOUSE
H.No B-33, Arihant Housing Estate, Off Sakivihar Road, Sakinaka, Mumbai
OFFICE
Designation - ClerkBest Banking Services, Plot 328,Thambu Chetty Street, Parrys,Chennai
SHOP
Designation-SalesmanThe Mobile House, Shop 47-G, Basement,Gali Number 5,Kapoorthala Pragati Bazar,
Lucknow
ORDER PLACEMENTADDRESS CAPTURING
Let’s Check Some Addresses
Order No Address
38411517
VILL SOS CHILDREN ,PO GUWAHATI AIRPORT,MIRZAPUR,NEW AIRPORT ROAD,AGARA,GUAHATI NEAR AIRPORT KAMRUP ASSAM 781015
38482038H.NO-134 ,VPO-NAYABANS, NORTH WEST DELHI NEAR-MANN
HOSPITAL DELHI DELHI 110082
38442520VPO VASTRAL, AHMEDABAD BESIDE WATER TANK DASCROI
GUJARAT 382418
38426283ROOM NO-16, 3TH FLOR ,BUILDDING NAME- GONIND GOPAL SORTI,
VPO- JUNA DOMBIVALI . THANE MAHARASHTRA 421201
ORDER PLACEMENT
ORDER PANNEL – DATA CAPTURINGENDS HERE
ORDER PLACEMENT
ADDRESS CAPTURING – PROBING
ORDER PLACEMENTADDRESS CAPTURING> ADDRESS CAPTURING
CAFE COFFEE DAY, KURLA WEST ,MAKHWANA ROAD , ANDHERI EAST
VILLLAGE RAMPUR, WARD NO 2, POST GUMTI, DISTRICT ALMORA
PLOT 35-B, MARIA ENTERPRISES, RAM NAGAR, BETHIM, GOA
C/O-ARUN ROY, VILLAGE-SAGARDIGHI,POS-MAHADIPUR, DISTRICT-MALDA
S/O KAILASH MEENA,VILL-SUHAGPUR, WARD NO 17,POST OFICE- MISROD
LETS CHECK THIS NOW !!
VILLAGE ADDRESS
CITY ADDRESS
VILLAGE ADDRESS
CITY ADDRESS
VILLAGE ADDRESS
Customer: That’s Flat number 11-B, Ground Floor
IDENTIFY WHAT’S MISSING
VOC: Opposite to park lane, Indrapuram, Ghaziabad
1. What is the House Number? Agent Probing: Sir/ Ma’am, may I know your house number please?
Customer: Yes Sure… I live in Orange County Apartment.
Agent Probing: Thank you Mr. Customer, so what is your House/ Flat number?
Probed: Flat number 11-B, Ground Floor, Orange County Apartment, Opp Park Lane, Indrapuram, Ghaziabad.
ORDER PLACEMENTADDRESS CAPTURING
ADDRESS CAPTURING – COMMON MISTAKES TO AVOID
We should not interrupt customer s while taking address.
DO NOT engage customer in element wise probing.
DO NOT use any other PIN CODE apart from given by customer.
ORDER PLACEMENTADDRESS CAPTURING – INCORRECT ADDRESSES
INCOMPLETE ADDRESSES CAPTURED
Lets have a look at what kind of addresses gets captured without properprobing.
ORDER NUMBER ADDRESS
38435141C/O- PAL SINGH, VPO-MOGA NEAR BUS STAND MOGA PUNJAB 142001
38475831KESAV CITY ROAD NEAR WATER TANK WARDHA MAHARASHTRA 442001
38477894TALUKA- KOREGOAN, P.O- SHIRMDE SATARA MAHARASHTRA 415501
38443867KOLKATA, SONARPUR, NEAR-GANJA JOAR SOUTH 24 PARGANAS WEST BENGAL 700150
38461461KHODA COLONY, SECTOR 62 NEAR BY RAM PRASAD SCHOOL GHAZIABAD UTTAR PRADESH 201014
38374996PRETAM GARE, OPP-BHRIF STORE ANJIL SCHOOL KA PASS TIKAMGARH MADHYA PRADESH 472001
ORDER PLACEMENTADDRESS CAPTURING – INCORRECT ADDRESSES
INCOMPLETE ADDRESSES CAPTURED
ORDER NUMBER ADDRESS
38440587FLAT NO 1,MANJAR KARANWAS BUILDING NEAR 16 NO BUS STOP PUNE MAHARASHTRA 411019
38478567C/O-ROOP KISHORE BHARDWAJ, LAL MANDIR GALI, HARSH VIHAR, JHILMIL, EAST DELHI DELHI DELHI 110093
38431415 GALI NO-3, WAJIRA BAD, TIMARPUR DELHI DELHI 110054
38474892OBR,HOUSE PINK MARKET CITY,MAHDEVPUR,WRITE FILD ROAD, NEAR,BBMP OFFICE, BANGALORE KARNATAKA 560048
38469504H NO- L/35, KISHIN BIHAR COLONY, BISHKARMA CHAWK NEAR VARASHAKTI PUBLIC SCHOOL DELHI DELHI 110086 SPELLING ERROR
38464849VPO-KADI , GOVT.STORE ROOM, NEAR EK MOBIL KA PASS KADI GUJARAT 382715
ORDER PLACEMENTADDRESS CAPTURING – INCORRECT ADDRESSES
POINTS TO REMEMBER
Always revisit address after update it on VOC. Probe forincomplete address.
Avoid irrelevant probing.
Avoid using same term too many times in address.
Do not probe for Post Office & District in main cities .
Always probe for House Number. If there is not house numberthen probe for care off.
ORDER PLACEMENTORDER PANEL > ADDRESS EXAMPLES
INCORRECT CORRECT
VIP Apartment, Plot number 191, I.P.Extn, Delhi , 110096
House no 192A,Dilashad Garden,
Delhi 110095
House number 347, Block 18, New Delhi, 110003
House No 1062, Gate no 1, Vasundhara,
Ghaziabad, 201012
Flat No 8, Sector 2, Vasundhara, Ghaziabad 201012
Flat 1, Ground Floor, VIP Apartment, Plot number 191, I.P.Extn, Delhi , 110096
House no 192-A, Pocket M, Dilashad Garden, Delhi 110095
House number 347, Block 18, Lodhi Colony, New Delhi, 110003
House number 1062, Gate no 1, ChetakBlock, Sector 3, Vasundhara, Ghaziabad, 201012
Flat No 8, A Block, Sector 2, Vasundhara, Ghaziabad 201012
ORDER PLACEMENT
ADDRESS CAPTURING – PROBINGENDS HERE
WARNING!Carrying or Using Mobile Phones On Floor Is An PUNISHABLEOFFENCE
