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Order entry, quotes and pricing, practiced before the phone rings.

Customer service reps, inside sales and pricing staff learn order entry, quotes, returns and contract prices on a copy of your ERP. Every order they save is scored against what the customer actually asked for.

Play the Order Entry lesson See the manager view

The mistakes this track trains out

  • Order priced at list instead of the customer’s contract

    Invoice disputed, credit memo, a call from an unhappy buyer

  • Order released past a credit hold

    Stock ships to an account that is already late paying

  • Each instead of boxes of 50

    The customer receives 3 pieces, not 150

  • Quote entered as an order

    Stock allocated for a sale that never happened

9 modules, 38 skills

Customer Service 1 · Order entry

Take a phone order cleanly: the right customer, item, quantity, unit of measure, date and PO.

  1. Your first phone orderOrder Entry
  2. Boxes, not eachOrder Entry
  3. Right customer, right dockOrder Entry
  4. Rounding up to a price breakOrder Entry

Ends with a module exam: a random draw of these skills, with fresh data.

Customer Service 2 · Tricky orders

Contract prices, short stock, credit holds and discontinued parts.

  1. The customer remembers a different priceOrder Entry
  2. Ship what you have, backorder the restOrder Entry
  3. Customer on credit holdOrder Entry
  4. Discontinued part, approved substituteOrder Entry

Ends with a module exam: a random draw of these skills, with fresh data.

Cross-training · Receiving for the front counter

Receive against a PO in the right unit, handle short, canceled and over shipments, and get stock to waiting customers.

  1. Receive a short shipmentPurchase Order Receipts
  2. The rest isn't coming: close the linePurchase Order Receipts
  3. Bought by the box, counted by the piecePurchase Order Receipts
  4. Over-shipped truck, waiting customerPurchase Order Receipts

Ends with a module exam: a random draw of these skills, with fresh data.

Customer Service 4 · Changes and exceptions

Change and cancel open orders, ship straight from the supplier, decide who gets stock when it arrives, and hold a line until the customer confirms it.

  1. The customer changes an open orderOrder Entry
  2. Cancel a line, then a whole orderOrder Entry
  3. Ship it straight from the supplierOrder Entry
  4. Stock is in: who gets it?Inventory Allocation
  5. Hold a line until the customer confirms itOrder Entry
  6. The customer confirms: release the held lineOrder Entry

Ends with a module exam: a random draw of these skills, with fresh data.

Inside Sales 1 · Customer setup

New customers, new ship-tos, contacts, and keeping accounts current.

  1. Set up a new customerCustomer Maintenance
  2. Add a ship-to for a new siteShip To Maintenance
  3. Add a customer contactContact Maintenance
  4. Update a customer's accountCustomer Maintenance

Ends with a module exam: a random draw of these skills, with fresh data.

Inside Sales 2 · Quotes

Quote without tying up stock, turn an accepted quote into the order at the quoted price, handle changes and expired quotes.

  1. Quote a price, don't take an orderOrder Entry
  2. The customer accepted the quoteOrder Entry
  3. The customer accepted part of the quoteOrder Entry
  4. The quote expired: quote it again at today's priceOrder Entry

Ends with a module exam: a random draw of these skills, with fresh data.

Customer Service 3 · Returns

Authorize returns against the right invoice, take them back into stock, and write off what came back damaged.

  1. Authorize a return for an over-orderRMA Entry
  2. Receive a return back into stockRMA Receipts
  3. Receive a damaged returnRMA Receipts
  4. Authorize part of an invoiceRMA Entry

Ends with a module exam: a random draw of these skills, with fresh data.

Pricing 1 · Contracts

Set up a customer's contract price between two dates, end one on the day agreed, renew one that ran out, and fix one keyed on the wrong item.

  1. Set up a contract priceContract Maintenance
  2. End a contract earlyContract Maintenance
  3. Renew an expired contractContract Maintenance
  4. A contract on the wrong itemContract Maintenance

Ends with a module exam: a random draw of these skills, with fresh data.

Pricing 2 · Price books

Quantity breaks on an item page, a % off list page for a product group, changing an existing page, and assigning a book to a customer.

  1. Add quantity breaks to a price bookSales Price Page Maintenance
  2. A new price book for a product groupSales Price Page Maintenance
  3. Change the breaks on an existing pageSales Price Page Maintenance
  4. Give a second account the same pricesSales Price Page Maintenance

Ends with a module exam: a random draw of these skills, with fresh data.

Questions

What does Simetta’s customer service training cover?

9 modules and 38 skills: Order entry; Tricky orders; Receiving for the front counter; Changes and exceptions; Customer setup; Quotes; Returns; Contracts; Price books. Each skill is a guided lesson followed by a scored test with different data.

Which ERP screens do trainees use?

Simulated Prophet 21 windows, including Order Entry, Purchase Order Receipts, Inventory Allocation, Customer Maintenance, Ship To Maintenance, Contact Maintenance and more. Nothing is entered in your live ERP.

How long does it take?

Most skills take five to ten minutes. The customer service track is 38 skills in 9 modules, each module ending in an exam, and managers set due dates per module.

Five minutes on the demo will tell you more than this page can.

Play a real lesson, take the scored test, then see what your manager would see.

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