What to do when a customer needs assistance in placing an order.

To use this reference, click on the issue or related issue that describes the reason for the customer’s call. Then, click the best solution based on your research of the customer’s order and your conversation with the customer. Scripting for what to say to the customer is available in italics throughout. You can return to the Issues Page at anytime by clicking on the “Home” icon.

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Order Call Issues

Issue Related Issues What the Customer Might Say

Business Guidelines

Increasing the Sale Offering “Buy More and Save”

Offering Related Accessories

Making a Thoughtful Final Offer

That’s all I need today.

Low Price Guarantee Rebates

Coupons

I think I can get this cheaper someplace else.

Pgs. 14, 15, 17, 13

Eliminating Backorders

Helping the Customer Find the Right Product

I’ll just wait or maybe I can find it at another store.

Pg. 26 (Out of Stock)

Increasing the Sale

Research: Each time you enter an item, check to see if there is a “Buy More and Save” icon and scroll to the bottom of the screen to see if there are related accessories. Click on the statement below that best describes your call situation.

• Item has a “Buy More and Save” icon

• Item has a Related Accessory

• Customer is completing the order and you would like to make a thoughtful final offer.

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Item has “Buy More and Save” icon

Suggested Scripts:

OFFERING BUY MORE AND SAVE: We have a special offer on this item. If you order (number that customer needs to order to earn price break) more the price will drop (quote price change or savings difference). Example: We have a special offer on this item. If you order 2 more boxes, the price will drop to $7.19 a box saving you 80 cents on each box.

CUSTOMER EARNED BUY MORE AND SAVE: On this item you are saving (insert savings amount) because you have ordered (insert amount ordered).

Actions:

• Click the “Buy More and Save” icon and check the “Buy More and Save” chart.

• If the customer is close to next price break, offer to order more so that the customer can earn the discount.

• If the customer has already ordered enough to earn the price break, be sure to let the customer know that they are receiving a special price because of the quantity that they have ordered.Tip: If you can do it quickly, calculate the difference that the customer will save per item. For example, if the price drops from $7.99 a box to $7.19 a box, the customer is saving $0.80 or about 10% a box.

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Item has a Related Accessory

Suggested Scripts:

REQUIRED ACCESSORY: Your (item customer ordered) needs (required accessory) to work. Would you like me to order (required accessory) for you right now?

CONSUMABLE ACCESSORY: Do you have enough (consumable accessory)? I have them for (price), if you would like me to add them to your order today.

OTHER ACCESSORY: We have (accessory) for (price) to go along with your (item customer ordered). Would you like me to add (accessory) to your order?

Actions:

• On each item, be sure to scroll to the bottom of the screen to see if there are related accessories. NOTE: You MUST offer required items.

• If there are multiple accessories, select the best one or two to offer to the customer.

• For example, if the item has printer cleaning sheets and color cartridge and the customer has already ordered the printer cleaning sheets – then offer the color cartridge.

• In other cases, select the item to offer based on type of accessory. For example, you would offer required accessories first. Consumable items would be next in preference because, even if the item has been ordered in the past, the customer will always need more.

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Making a Thoughtful Final Offer

Suggested Scripts:

The offer that you make to wrap up your call will vary depending on the customer’s order. The most important thing to remember when making the offer is to explain to the customer the benefit of ordering the product that you are suggesting. Some examples:

It looks like you are going to do a lot of printing with the cartridges and paper that you’ve ordered. Would you like some printer cleaning sheets to keep your printer in good shape?

Thanks for your office supplies order, would you like to try some of our break room supplies like paper towels or disposable coffee cups. That way you could get all of your office needs in one order.

Actions:

• Review the items that the customer has ordered to see if there is a pattern that will help you identify a logical addition. For example, if the customer has ordered binders, index dividers and paper – you might suggest page protectors so that they can ensure that the contents of their binders remain in good condition.

• If there isn’t a clear pattern, you can offer a commonly used item for the office. Remember, however, that if a customer calls frequently, and the majority of agents are offering paper or cartridge, you are unlikely to make a sale. To vary the offer that you make, try introducing the customer to a new product line. For example, if they are ordering folders, paper and cartridges – you might see if they are interested in storage options like the Office Depot storage boxes or if they need janitorial supplies like paper towels.

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Low Price Guarantee

Suggested Script: I’d be glad to try to match that price for you. Can you tell me the details of the other store’s offer?

Click here for details of the criteria for Low Price Guarantee.

Research: Does the customer pricing request meet the requirements to qualify as part of our Low Price Guarantee?

Yes No

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Low Price Guarantee QualificationsHOME

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• We will match all advertised prices (including sales) offered by any other office product or consumer electronics supplier, up to 14 days after purchase.

• We will match our stores, our catalogs, or our website (www.officedepot.com), up to 14 days after purchase. In Canada, the website address is www.officedepot.ca.

• We match prices on in-stock items only.

• We match office products suppliers advertised prices only. We are not able to match any additional percent off discounts such as 115% price guarantee.

• Use Customer Service discretion for requests to match price with a retailer who is not primarily a supplier of office products.

• Low price guarantee does not include local/special events such as close outs or anniversary sales, grand openings, internet auction sites, third party service providers or their products, typographical errors, or contract pricing.

Low Price Guarantee Does not ApplyHOME

Suggested Script:

I am so sorry, but because (reason why pricing request does not apply) I can’t match the price on that item. Let me check to see if I can find a closer price on a similar item.

Action:

Check to see if we have a similar item at a lower price. A good option is to check to see if there is an Office Depot brand version. For example, Office Depot manila 1/5 cut file folders cost $8.99 for a box of 100, while Smead manila 1/5 cut file folders are $10.69.

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Low Price Guarantee AppliesHOME

Research:

Is the price difference 10% off or less?

Yes No

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Price Difference is Greater than 10%

Research:

Check the competitor website to confirm the offer.

Select the description of the product from the Order Form to obtain vendor product code. Look up Mfg product code on competitor’s site. Verify price of item. Verify product is available. Verify that the price is not clearance, closeout, Internet ONLY offer, or advertising error. If unable to verify on-line, a call to the competitor may be required. Refer to your Manager

or lead.

Action:

Does the competitor offer qualify for matching through our Low Price Guarantee?

Yes No

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Price Matching Steps

Actions: Check for coupons and rebates on the item. If so, these coupons should be considered

when calculating the discount. Charges for shipping and handling should be considered when calculating the discount.

For example, if a competitor charges $25 for furniture delivery and we do not, we would offer the competitor price plus $25.

We reserve the right to limit quantities.

Suggested Scripts:

EXACT MATCH: I’d be happy to match the price of (price) for you. How many would like?

MATCH INCLUDING DISCOUNT: I’d be happy to give you a final price that will match what you’re looking for. I’m lowering the price to (price) and we have (a rebate/coupon/free delivery) that will bring the overall price to (price minus discount).

Click here for details on Rebates

Click here for details on Coupons

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Rebates

• To check to see if an item has a Rebate, access the “Mail in Savings Center” on the Office Depot website or the “Rebate Center” link under OD Quick Links on the Intranet site. Both links lead to the same search site. There you can enter the item number and find all related rebates.

• Customers can go to the “Mail in Savings Center” on the Office Depot website to print out the necessary forms for claiming the rebate. If the customer does not wish to and cannot go to the website, you may submit a CRF with a primary reason of “Vendor Rebate Not Found including the customer’s name, mailing address, telephone number, and the specific rebate form(s) needed.

• If there is a problem with a rebate submit a CRF with a primary issue of Vendor Rebate Not Found including the customer’s name, telephone number and the nature of the problem.

• Add comments in Transaction History/F10

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Coupons

• We will match competitor’s coupons.

• We will not honor coupons from Office Depot or competitors for clearance or discontinued items.

• We will process a coupon up to 7 days past the expiration date by using the Price Override function. Select “coupon not working” as reason.

• Add comments in Transaction History.

• Be sure to follow all guidelines associated with a coupon. Some coupons are Web or Store ONLY, have exclusions and expiration dates. Explain to the customer and ask them to use the coupon as shown. If the customer insists, honor the coupon by using Price Override and select “coupon not working” as reason. Add comments in Special Instructions.

• If a coupon is not working, ask the customer to read you the coupon so you can be sure it is applied correctly. You may also check the Intranet under Quick Links/Catalog Revisions Coupons for more specific information on the coupon.

• If a “free” item is out of stock in the customer’s CSC follow any suggested guidelines that are provided or attempt to substitute a “like” item at a similar price.

• If you uncover an undocumented problem or discrepancy with a coupon, report it by using the Feedback Form under Forms on the Intranet.

Click here for list of technology items commonly excluded from %/$ off coupons.

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Coupon Exclusions

The following technology items are typically excluded from all % or $ off coupons.• Surge/Cables/Battery Back-up • Desktops • Multi-Function Business Machines/All-In-One Machines/Copiers • Media • Input/Cards • Single Function Bus Machines • Telephones • Handheld PDA • Wireless Communications/Svcs/Accessories • Warranties • Drives • CTO • Digital Cameras/Accessories • Monitors/LCD Projectors • Computer Printer Access/Storage/Shredders • Notebook Computers • Mobile Consumer Electronics • Software/Books • Networking • Business Services • Prepaid Cards • Memory

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Eliminating Backorders

Suggested Script: I'm sorry, that item is currently out of stock. I’d be happy to find a similar product for you.

Research:

Did the system automatically provide alternates/substitutes for the backordered item?

Yes No

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Offering an Alternate or Substitute

Suggested Scripts:

GENERAL: I do have (alternate/substitute item) for a price of (price) in stock. I can order it for you today and you’ll get it with your order instead of waiting for the (out of stock item).

UPGRADED ITEM: I do have (upgraded item). Because it has (additional features/benefits), the price is (price). I can add that to your order today so that you won’t have to wait for the (out of stock item).

CUSTOMER UNHAPPY WITH PRICE DIFFERENCE: I understand you’re unhappy with the price. Since the item you wanted is out of stock, I can (match the price/offer price as low as the PO Cost). Would you like me to add it to your order at that price?

Click here if the customer insists on the backordered item only.

Actions:

• Offer the customer the best match to the item that is on backorder.

• If you must offer an upgraded item, explain the additional features/benefits that account for the price difference.

• If the customer is willing to accept the upgraded item only if you lower the price, you can go as low as the PO Cost to match to the price of the original item.

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Finding a Product for the Customer

Click here when you are ready to offer a product to the customer.

Actions:

• Use the tools available to you to find product information.

• Catalog – similar products are grouped together. So, if you find the item that the customer wanted, the other items on the page should be close matches.

• Find Product Search – type the general product type in the search field and select the best match from the product descriptions returned. Remember that you can always click on the product description from the list to get details about the product.

• Office Depot website – Compare feature allows you to view details of multiple items at once so that you can help the customer select the item best suited to his/her needs.

• Select the product that is the closest match to the specifications and price of the item that is on backorder. If there isn’t a clear match, ask the customer what features of the product are most important. For example, if the customer wanted green file folders and you have a choice between the same folders in red at the same price or green file folders that are more expensive, ask the customer “I have the same product in red or a slightly more expensive folder in the green. Which would you prefer?

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Arranging for a Store Pick Up

Actions:

Determine if item is available at the customer’s local store and place pick up order for the customer.

Suggested Script:

We do have the (item) in stock at the store located at (store address). Would you like me arrange to have them hold that item for you?

Click here if the item is not available at a store

or if the customer does not want to go the store to pick up.

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Check Cost of Item

Research:

Is the cost for the backordered item greater than $5?

Yes No

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Item Remains on Backorder

Actions:

Enter the quantity that the customer would like to backorder.

Backorder Information:

• The backordered items will automatically ship when they become available.

• If the customer is concerned about how long the backorder will remain valid, let the customer know that backorders are automatically cancelled out of the system in 30-60 days.

Suggested Script:

Again, I am sorry that we didn’t have the (item) available for you today. It will ship to you as soon as it becomes available. What other items can I order for you?

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Unable to Place Backorder

Actions:

You may not place items costing less than $5 on backorder.

Suggested Script:

I’m sorry, but this item doesn’t qualify for our backorder process. The delivery cost to ship this item by itself would be very expensive! We really want to keep our prices low so we are making the effort to avoid unreasonable fuel and transportation expenses. Will any of the other options I reviewed work for you?

If customer is still unhappy you can offer a one-time exception. Be sure to note that you offered the other options to the customer but the only thing that would work was for you to place the backorder.

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