Stage 1

Internal Sales

29 Slides

Internal Sales

Internal Sales Department

Sales Order Processing

Checking Discounts

Credits & GRNs

Keylite Coding

Ordering Keylite Blinds

Features

Our Internal Sales Department is a team of professionally trained, responsive advisors who deliver quality services to our customers and Area Sales Managers. Each Keylite ASM has an Internal Sales Advisor to support them directly, known as our ‘buddy’ system. Typically, an Internal Advisor will oversee two areas across the UK, assisting with sales orders and customers managed by their relevant external representatives.

Eloise Redfern

Internal Sales Manager

Leah Bowley

Senior Internal Sales Advisor

London & South Wales

Jessica Gilman

Internal Sales Advisor

Scotland & North East

Marta Aleksejeva

Internal Sales Advisor

South Central & South West

Sarah Gatie

Internal Sales Advisor

South East & Blinds Sales

Hannah Betteridge

Internal Sales Advisor

East Anglia & East Midlands

Mariah Archer

Internal Sales Advisor

North Wales & North West

Hannah Wintrip

Internal Sales Advisor

West Midlands

Juliana Williamson

Office Manager

NI & ROI

Steven Arrell

Internal Sales Advisor

NI & ROI

Julie McLernon

Internal Sales Advisor

NI & ROI

Gemma McDowell

Internal Sales Advisor

NI & ROI

Conor McArdle

Internal Sales Advisor

NI & ROI

Sales Order Processing

If a customer raises a query with a specific order, they may quote their ‘RSSO’ number. This is the unique reference generated for every window order processed. Your internal advisor will be able to quickly identify any order in question using this reference.

Alternatively, the external document number can be used to trace an order. This is the purchase reference provided by the customer.

Sales orders from Keylite stockists are eligible for Next Working Day delivery when ordered by 12pm.

Checking Discounts

A common customer query is ‘What discounts are we entitled to?’

Discounts will vary depending on the product or whether an order is being delivered into their yard or going direct to site. Many of our customers are part of specific buying groups, their terms will be consistent for all companies within each group.

By contacting your internal advisor they can quickly identify any customer account to source their level of authorised discount.

Your internal advisor will also be able to inform you which accounts are obliged to pay carriage fees as well as their individual terms & conditions.

Credits & GRNs

A Goods Return Note is raised when goods have been requested to be collected and credited.

GRNs are processed in circumstances where goods are delivered damaged, the customer has cancelled or no longer requires their order. Any damages must be reported within 48 hours along with photographic evidence in order for a GRN to be approved.

Keylite / Customer Fault

In circumstances where Keylite is at fault, all goods are collected immediately and credited in full. A replacement, chargeable order is then processed if required.

When the customer is at fault, the process will vary depending on the products being returned. Firstly, we must establish if they are returning standard or nonstandard stock items.

Standard Items

The customer at fault will be subject to a 25% restocking charge. This is negotiable upon the condition of the products, fault and costs incurred from delivery, collection and repairs etc.

Non-Standard Items

The GRN will be passed to our Supply Chain Manager to investigate an appropriate restocking charge required to recover costs. Not all made to order goods can always be returned.

Credits

• A customer will receive their eligible credit once all stages of the GRN process have been successful.
• GRN must be signed off by management in order to arrange a collection
• Credit control will arrange the collection of the goods
• A suitable haulier and collection date must be agreed between Keylite and the customer
• Warehouse Manager must sign off all returned goods to confirm quantity and quality is as stated on GRN raised
• A credit will be issued once everything has been approved

Keylite Coding

Keylite Coding System

Our product codes provide clarity for both our employees and our customers. Our appropriately abbreviated coding system ensures ordering a Keylite is as straight forward as possible. All our product codes are adjoined in the same format.

WCP 02 HT

White Finish – Centre Pivot – 550 x 980 – Hi-therm

1. Internal Finishes

Pine (T)

White (W)

PVC (P)

2. Operation

Centre Pivot (CP)

Fire Escape (FE)

3. Sizes

01

02

03

Etc..

4. Glazing

Thermal (T)

Hi- therm (HT)

Triple Glazing (KTG)

Integral Blind (I)

Conservation

The structure of the code will alter slightly when ordering from our conservation roof window range. To ensure the external finish of the Keylite is black with a Georgian bar down the centre, all codes must contain the prefix ‘CW’. This simply stands for ‘Conservation Window’.

CWWCP 02 HT

Conservation – White Finish – Centre Pivot– 550 x 980 – Hi-therm

2. Internal Finishes

Pine (T)

White (W)

PVC (P)

3. Operation

Centre Pivot (CP)

Fire Escape (FE)

4. Sizes

01

02

03

Etc..

5. Variants

Thermal (T)

Hi- therm (HT)

Triple Glazing (KTG)

Integral Blind (I)

1. External Finishes

Conservation (CW)

Variants

All Keylite Roof Windows are grey externally as standard. The external finish will only be modified when conservation is specified.

The product code will alter again if a customer requests an electrically operating or smoke ventilation roof window. These variants are adjoined at the end of our product codes where appropriate.

WCP 02 HT

White Finish – Centre Pivot – 550 x 980 – Hi-therm

1. Internal Finishes

Pine (T)

White (W)

PVC (P)

2. Operation

Centre Pivot (CP)

Fire Escape (FE)

3. Sizes

01

02

03

Etc..

4. Glazing

Thermal (T)

Hi- therm (HT)

Triple Glazing (KTG)

Integral Blind (I)

5. Variants

Smoke Ventilation Kit (SVK)

Standard Electric Kit (SEK)

Premium Electric Kit (PEK)

Ordering Keylite Blinds

Internal sales advisors can process blind orders for:

When placing an order for a Keylite Blind, customers must follow our four essential steps to ensure the finished product not only meets their expectations but is also compatible with their roof window.

• Merchants
• Home Owners
• Customers with trade accounts

What information do we need?

1. Identify the serial number

This will identify the correct size and internal finish of the window

2. Fabric Choice

Customer has a choice of material as well as colour

3. Operation Choice

Does the customer wish to open their blind by hand or electronically?

4. Surround Choice

Customers can customise the cassette their blind sits in within their roof window

If a customer has a query regarding their blind order, they may quote their ‘RSBO’ number. As aforementioned this is the unique reference generated for every blind order processed. Your internal advisor will be able to quickly identify the order in question using this reference.

Quiz

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