Updating the Computer

Our computer system is the “mind” of the organization. It holds the memory of the company. This information must be complete and accurate so that when anyone looks up a customer they can have a clear picture of what that customer has bought and what they are like as a customer.

We know the most about our customers at the time we sell them something. We know how we were able to close the sale. We know if the person asks for excessive discounts, and how much. We also know what they want in the future. We know if they have friends that might want something. We know what “hot” buttons they have (that can be used in the future). We know a lot of things that can make future sales.

There should be as much data as you know, or can get, that gives us a clear picture on that person. The kind of car they drive, kid’s names, what the wife does, hobbies, cat’s name, shoe size…whatever. This gives the salesperson or a letter writer a much better picture of who they are dealing with.

Without this data in the “mind” of the organization, it will all be forgotten, and the next time the person comes in, we will have to start all over again. (Most of the time we can’t even remember the person’s name, let alone any or all of the above.)

This data MUST be entered by the end of the day of the sale or the contact with the customer. If the data is NOT entered by the end of the day of the sale or delivery, NO COMMISSION WILL BE PAID. See “A Completed Sale” policy for further information on updating the computer and commissions.

All salespeople (including repair or admin) will update the computer screen personally. Any time you handle a customer in person or on the phone YOU update the file.

In the case where the new name calls in and leaves a message on our machine for a catalogue or any other case where a salesperson did not talk to them, an assistant can input the person with all the data for them and then give to the salesperson to immediately follow-up getting all the additional data to create sales.

Always update the computer after every contact with any customer, especially asking for special events dates, and update the wish list. This means salespeople, repair, accounting or whomever!

By having all data relative to a customer, anyone can quickly scan the notes or contact logs and know what is happening regarding that customer.

ALWAYS UPDATE THE COMPTER!