ExpressLaneA adventure in

Sales Operation.by Dennis Whitt 0479

(Navigation tips will appear in brackets, you can also click most graphics, spacebar will move forward and skip details.)

(click these for next screen)

Quick Tips

• Bestbuy.com is key, its how you check availability (example) and remember ExpressLane matches this data.• Even if we have it in RSS, it has to be a

SKU on bby.com to work in EL. (example)

• Basic knowledge of POS, ROS, & OMS can help, but not necessary• Only associates coded as Sales Operators

have access to ExpressLane.(next)

Getting Started:

1) Find ExpressLane in the new ETK by clicking the drop down menu on the top right corner. Click ExpressLane.

2) Log in with your user ID and password, the same used in ETK.

3) The main screen is the CART. Here you can begin copy/pasting or entering SKUs and quantities.

4) After the initial products requested are entered, its time to enter customer info… (next)

There are two scenarios for Customer Profiles…

They provide an email address. They do not provide an Email address.

Once the initial sales interaction has occurred and we are beginning the check out phase. Simply ask, “Do you have an email address, so I can

send you a confirmation of your order?”

(click for email instructions) (click for no email instructions)

The Cart ScreenThe main screen, all the magic is done from here.

Sometimes, the info you typed will automatically typed on the left. This is because CREATE acts like SEARCH. If you need to fix it, click UPDATE PROFILE. (example)

Verify Profile

(next)

You will return to this screen every time.

Add SKUs & quantities here. Copy/Paste from bestbuy.com and RSS easily, better option then SEARCH PRODUCT.

Click the BUY button next to the accessories to add it to the card. And check the LINE boxes and REMOVE ITEM if you want to remove any items. CLEAR ALL can be used to clear the SKUs in the cart. The More Accessories button will have a pop up window with easy to use check boxes and add to cart.

The Cart ScreenAdding to Cart

TIP: This is a great spot to ask to add on additional items, including Geek Squad Black Tie Protection! (how to add GSBTP)

(next)

Ready to CheckoutAfter you have added all the SKUs to the cart for checkout and asked, “Is there any other products you would like to order today?” It’s time to move to checkout.

Simply click the CHECKOUT button to move to the next screen.

(next)

To Ship or Store PickupTwo simple choices at this point. Default is shipping, but most

common is pick up from your store.

SHIP: You can add customer ship-to address under their profile, but this will auto fill if you take payment first. (example)

Store Pickup: If the customer wants to pick it up, you click SELECT STORE, put in ZIP and continue to select store. (example)

(next)

Double Check and Other ScenariosYou can now review the order with the customer by reading

back the place where its to be picked up (or delivered) the items in the cart and their prices. Then the total, tax amount, and any

shipping or handling charges. If all is ok, proceed to payment.

Shipping Charge OverrideProduct Price Override

Estimate Delivery DateLarge Appliance or Television with

ROS Delivery?

If your product’s price is incorrect, or shipping charges need adjustment, we can do that. Also if you delivery is through the store or want to know dates for delivery, we do that here too.

-click tabs above for examples- or (next)

Taking Payment“Ok, now that we have the items you needed, would you like to

put that on your Best Buy card today?”Its time to add payment with a credit card with a few options.

Clicking ADD is how you put in payment info, in a pop up.

You can apply other discounts and payment with:

Promo CodesGift CardsReward Zone

(next)

Adding a Credit Card

(next)

Sometimes the credit card info is already there, if so say “You have a card on file, would you like to verify it and use that one?” Just ask last 4 digits to match.Click ADD for popup to add the credit card:1) Ask what type of card.2) Ask for account number.3) Ask for expiration.4) OPTION: If profile existed, may have a

billing addressed save, ask to verify, beware this may reset expire date.

5) Ask for name as it appears on card.6) Ask for billing address.7) Ask for billing phone number.8) Check box for Primary Address unless

you know otherwise and click ADD.

Just follow these simple steps:

Getting the CID and SubmittingOnce credit card has been added, the final piece of info you need is the CID number. For every card except American Express, its on the

back where you sign it, only 3 digits at the end of where the signature is. For American express, its 4 pre-preprinted numbers at

end of the card number on front of the card. (examples)

At this step, most everything has been verified, say this simple step:“If you authorize the charges we discussed, I just need the

CID number on your card to process the sale.”

(next)

Review OrderThis is the last place you can review before submitting. Once submitted,

its final. Only changes that can be made are through 800-BESTBUY.

Quick review to make sure you selected everything with the customer. No going back after this screen.

Press SUBMIT.

And in a few moments, any errors will display . The most common is ‘Failed to Authorize’.

If you get that, redo credit info and try again. Or follow errors, if get error again, just ask for another form of payment. (next)

Order CompleteSales is finished. Thank the customer for their business and

read them their confirmation number. Explain how long they have to wait before delivery or pickup.

(conclusion)

Typical PICKUP time before the customer sees 2nd email confirmation is 45 mins.

The whole order should take about 5 mins if simple, but as much as 20 if complications.

SummaryThis is a supplement used to sum up quickly a how-to of

ExpressLane visually with a few examples that might pop up. Remember to check out the following areas for more info:

• Learning Lounge – Search Express Lane• Watercooler – ask for help anytime.• ETK – Search for ExpressLane for other links.• Fellow Sales Operators, just a call away.

Practice makes perfect, and hopefully with all the tools you need, your sells will increase.

Just remember… Ask for the Sale!!!