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23 Sep 2016

Khaos Control Training Webinar – Promotions & Offers

Drop Shipping Webinar

Lindy and the Training Team delivered a webinar on Promotions and Offers in Khaos Control yesterday. The session focused on Telesales Rules and how these can be used to automate your sales process and enhance the level of service that you can offer your customers.

You can watch the session below and we have included the Training Team’s notes for reference after the video.

If you would like to know more about how Khaos Control can help your business, please contact our Sales Team and arrange a free demonstration.

Notes

Please Note: The notes below refer to Khaos Control Training data, you will need to substitute your own Products, Offers and Customers in order to follow the outlined steps.

Introduction

Good morning and welcome to the Khaos Control Telesales Rules Webinar. My name is Lindy and I am going to take you through some of the key features of Telesales Rules. I am being aided by my
glamourous assistant Ben who’s on the keyboard!
 

Points to Note

Before we get started, a few points to note:

  1. If you have any questions during this Webinar, then please email the Training Team via training@khaoscontrol.com or Tweet us @KhaosERP.
  2. For the best quality, please set your YouTube image quality using the cog in the bottom right to the HD setting.
  3. There is no need to take notes as we will be sending out the Webinar script to you after the event.

 

So, let’s begin.

Telesales Rules are an immensely powerful tool which can be used for anything from displaying notifications to the user when certain conditions are met, to creating quite complex promotional offers which can be applied automatically without any intervention by the user.

Today, we are going to provide you with an introduction to some of the key features of this part of the promotional functionality within Khaos Control. We hope that this will inspire you to investigate further how Telesales Rules can work for your business.

By the way, the examples that we are using are based on scenarios sent to us by our customers!

What We Are going To Cover

During this Webinar we are going to look at the following options available when using Telesales Rules:

  • Triggering Telesales Rules.
  • Using Keycodes with Telesales Rules.
  • Using Conditions with Telesales Rules.
  • Using Telesales Rules as BOGOFs.
  • Purchasing and Telesales Rules.

Telesales Rules are creating within the Promotions area of Khaos Control.

  • Click on [Promotion] in the Command Window.

By selecting the Telesale Rules radio button at the bottom of the screen we can see a list of our existing Telesales Rules that are currently active, based on the date range filter. New Telesales Rules can be created from here by clicking the New button on the Button Bar. More on this later.
 

Telesales Rules for Generic Prompts

Firstly, we are going to take a quick look at a basic Telesales Rule which will prompt the user to perform an action when a new sales order is created.

In this example we have NHS customers who belong to an overarching funding authority. They insist that we quote their purchase order number on the sales invoices we sent to them so that payment can be authorised. There have been problems in the past where the purchase order number was not recorded on sales orders and therefore they did not pay promptly.

Against the Telesales Rule we have specified the Customer Class that the rule will affect. We have entered a written Prompt that will appear whenever a new order is created for a customer
belonging to this Customer Class. We can also create silent Telesales Rules which do not display a prompt to the sales operative. We’ll see an example of this later.
Also note that we have ticked the checkbox Only affect new orders so that the Prompt will not appear if we edit an existing order.

To see this in action we will create a new sales order for a customer that belongs to the NHS Company Class. To do this, we will load [NHT] Northumberland Health Trust’s company record.

  • Open the [Customer] screen.
  • Find and load [NHT] Northumberland Health Trust.

On the [Customer | Detail | General] screen we can see the Customer PO code req checkbox which will enforce that a customer’s purchase order number is entered before the sales order can be
saved. In this example, we would probably use this in conjunction with our Telesales Rule. We can also see that this customer is linked to the Classification we specified against the Telesales Rule.

We will now create the new sales order using the Other Actions menu. For keyboard users, the shortcut for this is [F9 + 5].

  • On the newly created sales order, add stock item [002254] Executive Pen.

As we can see, the Telesales Rule triggered as soon as we added the first item onto the sales order. This will remind the sales operative to ask for the purchase order number before they finish the call. This is useful as the prompt generated by the customer setting appears on sales order save which may be after the user has finished talking to the customer.

  • Close all open screens.

 

Using Telesales Rules with Trigger Items

Our first example was triggered based purely on a Company Class. We could however specify certain stock items to trigger the rule.

  • Return to the [Promotion] screen.
  • Find and load Telesales Rule: 01 – Trade Bulk Buy Discount. (How To Wiki Page)

Within the Trigger Items area of this Telesales Rule we can list the stock items which, when added to an order, will trigger the Telesales Rule. In this example, we stock item [SF248] Magicians Law is added to a sales order, the Telesales Rule will be triggered and the Prompt that we have entered will inform the sales operative of the discount’s details. Please note that we have also specified a Customer Class to narrow down which customers are entitled to the discount, but we could leave this area blank if we wanted the Telesales Rule to apply to all customers.

We’ll create a new sales order for a Trade customer using the Command Interface to see how this rule affects the sales order process.

  • Type socd.new into the Command Interface.
  • Add stock item [002254] Executive Pen

As we can see here, the rule has not been triggered when we add a non-trigger item onto the sales order. However, if we now add the trigger item…

  • Add [SF248] Magicians Law to the sales order.

We can see that it is at this point that the Telesales Rule is applied.

  • Close all open screens.

 

Using Keycodes as Telesales Rule Triggers

Both of the examples we have looked at so far have displayed simple Prompts for information purposes. We are now going to look at the benefits of using Keycodes with Telesales Rules.

There are a number of ways that we can combine the use of Keycodes, also known as Promotional or Campaign Codes, with Telesales Rules. The first is to use a Keycode as the trigger for the Telesales Rule to be applied.

Returning to the [Promotion] screen, we will create a new Telesales Rule which prompts the sales operative to offer Account customers the choice of a free balloon when the customer quotes a
specific Keycode. (How To Wiki Page)

  • Open the [Promotion] screen.
  • Click the New button on the Button Bar.

We will give the Telesales rule a Short Description of 14 – Free Balloon for Account Customers and specify the relevant Customer Class.

We have already created the Keycode, so we can select this from the Keycode drop-down in the Trigger Setup area.

  • Select the FREE-BALLOOON Free Balloon Keycode.

We will enter a Prompt to inform the sales operative which balloons are on the offer so that they can assist the customer in their selection.

  • Enter the Prompt: “This customer is entitled to a free balloon! They have the option of either [B114] Red White & Blue Balloons (100 Pack) or [BSFP] Smiley Foil Balloon Pack.
  • Save the Telesales Rule.

With the Telesales Rule saved, we’ll see how this works by raising a new sales order for an Account customer.

  • Type sobd.new into the Command Interface.
  • Press [Ctrl + Q].
  • Enter [002254] in a quantity of 1.
  • Enter [002255] in a quantity of 1.

If we add items onto the order, we can see that initially the Telesales Rule is not applied. If we now
apply the Keycode using the [F8] lookup…

  • Press [F8].
  • Find and load the FREE-BALLOON – Free Balloon Keycode.

We can see that it is the Keycode that triggers the Telesales Rule.

  • Close all open screens.

 

Applying Keycodes Using Telesales Rules

Alternatively, we could use a Telesales Rule to automatically apply a Keycode to sales orders which meet certain criteria. For example, we may want to offer free delivery on all sales orders raised against a specific Company Class.

Let’s return to the [Promotion] screen and create a new Telesales Rule.

  • Open the [Promotion] screen.
  • Click the New button on the Button Bar.
  • Enter a Short Description of 15 – Free Delivery for Charity Customers. (How To Wiki Page)

For this example, we already have a Keycode created which, when applied, offers free delivery on a sales order. By setting the Customer Class in the Telesales Rule to Charity and selecting the Keycode from the Apply Keycode drop-down, the Telesales Rule will apply the Keycode automatically to all sales orders raised against Charity customers.

  • Set the Customer Class to Charity.
  • Select FDEL – Free Delivery from the Apply Keycode drop-down.

If we leave the Prompt area blank then rule will be applied automatically in the background of the sales order once the first item is added, without any intervention from the sales operative. This is a silent Telesales Rule.

  • Save the Telesales Rule.

We’ll demonstrate this by raising a sales order for a Charity customer using the Command Interface.

  • Type soqyg.new into the Command Interface.

If we review the delivery charge, we can see that our customers would normally be paying £3.50.

  • Add stock item [002257] Laser Paper to the order.

As we can see, as soon as the first item is added onto the sales order, the Telesales Rule has been applied silently and the delivery charge has been reduced to zero. We can review which Keycode has been applied by moving to the [Sales Orders | Detail | Additional] screen.

  • Move to the [Sales Orders | Detail | Additional] screen.
  • Close all open screens.

 

Using a Keycode to Apply a Different Keycode Using Telesales Rules

Going one step further you could use one Keycode to trigger another; for example, if a customer rings up with an old catalogue code that you wish to automatically replace with the latest code on the sales order. Again, you would most likely do this silently.

  • Open the [Promotion] screen.
  • Find and load Telesales Rule: 13 – Replace SUM Cat Code with AUT Cat Code. (How To Wiki Page)

We can see against this Telesales Rule that the old catalogue code has been selected from the Keycode drop-down in the Trigger Setup area and the new catalogue has been specified by the Apply
Keycode drop-down. With no Prompt entered, this Telesales Rule will be applied silently on a sales order and provide a straight swap of the Keycode.

Let’s see this in action by creating a new sales order and adding the old catalogue code.

  • Type soja.new into the Command Interface.

First we’ll apply the Keycode…

  • Press [F8].
  • Find and load the TC2SUMMER – Track Summer Catalogue Keycode.
  • Go to the Additional tab

And we can see that initially it is the old catalogue code that is recorded against the sales order.

However, if we now add an item onto the order…

  • Add stock item [002257] Laser Paper.

We can see that the Telesales Rule is triggered and the Keycode is changed on the order.

  • Close all open screens.

 

Review of Using Keycodes with Telesales Rules

Let’s go over the three methods we have just used to see how Keycodes work with Telesales Rules;

  1. Trigger a Telesales Rule using a Keycode.
  2. Apply a Keycode using a Telesales Rule.
  3. Apply a Keycode, triggered by another Keycode using a Telesales Rule.

 

Conditions in Telesales Rules

Conditions can also be created against Telesales Rules to enhance or even control promotional offers. To demonstrate how Conditions can be used, we will look at a couple of examples.

We could, for instance, apply a special offer to products belonging to a particular Stock Type. For our first example we are going to limit the offer to the slow moving items that we need to push whilst excluding items with a low margin.

  • Open the [Promotion] screen.
  • Find and load Telesales Rule: 04 – Buy 2 Items from a Stock Type and Get 75% off other items in that stock type excluding specific items. (How To Wiki Page)

In this instance we have decided to offer 75% off any Body Care products when two or more Body Care products are purchased at full price. However, we want to exclude two specific items from the 75% offer because the margin on those items is too low.

We can see in the Action Details area that we have specified the discount we want to offer.

The Group Comparison Scope area is where we have told the system that the criteria for triggering the Telesales Rules offer is going to be the product’s Stock Type, in this example, Body Care.
In the Conditions area we can see that we have specified the number of items that need to be purchased from the Body Care Stock Type and the two products that we want to exclude from the
offer.

It is worth noting that Telesales Rules can be prepared in advance of the promotion starting. The Start and End dates that you see will be the dates that the Telesales Rule will be active.
Let’s have a look at another, slightly more complex example.

  • Return to the [Promotion] screen.
  • Find and load Telesales Rule: 08 – Buy from a selection of items and if the order exceeds an amount get a free item and free delivery. (How To Wiki Page)

This offer has been set up so that if a customer buys from a specific range of items and their order exceeds a certain amount then they can have a specified item from free and free delivery of their order. The offer is set up as before, but note the 100% discount figure for the free item and that the Zero Delivery checkbox is ticked.

We can also see that the Group Comparison Scope area has been set to Specific Stock Codes or Types. These are specified using the Set button. The Conditions area has been set to specify the
minimum sales order value required and the free item that is being offered.

To see this in action, we’ll create a new sales order.

  • Type sorr.new into the Command Interface.

If we add stock items onto the sales order and ensure that the criteria of the promotion are met…

  • Press [Ctrl + Q].
  • Add [BFTSK] Fake Tan – Sun Kissed in a quantity of 5.
  • Add [BFTO] Fake Tan Optimiser in a quantity of 1.

We can see that both the [BFTO] Fake Tan Optimiser sales price and the delivery value of the order are reduced to zero.

  • Close all open screens.

 

Telesales Rules for BOGOFs

Although Khaos Control has dedicated functionality for simple buy one, get one free promotions, Telesales Rules allow for more complex BOGOF offers to be created.

  • Open the [Promotion] screen.
  • Find and load Telesales Rule: 03 – 3 for 2 offer across multiple stock items or stock types. (How To Wiki Page)

In this example, if the customer buys three or more items from the Body Care or Face Care Stock Types then they can have a third item from those stock types for free. For this Telesales Rule the discount will apply to each Stock Type individually rather than across all eligible Stock Types, with the cheapest item or items from each Stock Type being free. However, we could have configured the BOGOF promotion to work across items from multiple Stock Types instead by adding the individual items rather than using the Stock Types.

Within the Action Details area, we can see that the Apply Action checkbox is ticked. We have also specified a Discount percentage and the BOGOF quantity.

The Group Comparison Scope has been set to Specific Stock Codes or Types and if we entered Edit mode and clicked the Set button, we could review the Stock Types that have been specified.

The Conditions area has been set to specify the quantity of items that need to be sold for the offer to become active, along with the Stock Types that the offer applies to.

As with our previous example, no Prompt has been entered meaning that this is a silent Telesales Rule. To see this in action, we will raise a new sales order.

  • Type sorr.new into the Command Interface.
  • Press [Ctrl + Q].
  • Add [401] Mach3 Turbo Razor.
  • Add [402] Mach3 Turbo – 4 Blade Pack.
  • Add [1959] Shaving Foam.

When we add qualifying stock items onto the sales order we will see that the 3 for 2 offer applies automatically with no intervention from the user.

  • Close all open screens.

 

Telesales Rules for Purchasing

Did you know that you can use Telesales Rules for purchasing? Here is an example of how Telesales Rules can be used to enhance the purchasing process.

  • Open the [Promotion] screen.
  • Find and load Telesales Rule: 11 – Prompt to replace an item on a Purchase Order. (How To Wiki Page)

Firstly, we have selected the Purchase radio button at the top of the screen. We have then specified an item in the Trigger Items grid which means that the rule will be applied if our buyers create a purchase order for this item.

In this scenario we know that the item we have specified is being discontinued and that there is a newer version available. We have entered a Prompt for our buyer and selected the item that should be ordered instead in the Replacement Stock Item field.

We will now create a purchase order for [DABS] Dabs Supplies and add the trigger item to the order.

  • Type podabs.new into the Command Interface.
  • Add stock item [106] Bosch GBM 6RM VRBL Speed Rotary Drill 240v.

The Prompt will also include a button which, if clicked by the user, will automatically carry out the replacement on the purchase order.

  • Click the Replace Item button.

Please note that this only works for manually created purchase orders.
 

What Have We Covered?

That’s it for the examples. During this Webinar we have covered:

  1. Triggering Telesales Rules
  2. Using Keycodes with Telesales Rules
  3. Using Conditions with Telesales Rules:
  4. Using Telesales Rules for BOGOF promotions.
  5. Purchasing and Telesales Rules.

 

Q & A

As you can see, Telesales Rules are a very powerful and flexible tool which can dramatically enhance your use of Khaos Control, and we have only covered the basics!

We are now going to spend approximately ten minutes answering your questions. If you have any further questions, please email training@khaoscontrol.com.

Question 1 – How do you display a stock item image in the Info Box?
The image that displays in the Info Box is the first image in the [Stock | Detail | Telesales/Internet] screen. The image must be stored on the server.
This Wiki page describes the options available for the Info Box:
http://www.khaoscontrol.com/wiki_kcx/index.php?title=Info_Panel
There is also Wiki page on how to configure your Info Box:
http://www.khaoscontrol.com/wiki_kcx/index.php?title=How_To:_Customise_the_options_displayed_in_the_Info_Box_for_Stock
There are quite a few different options that can be configured and it really depends on what you want to display.
Users can be set to either see the Info Box or not based on their User Profile:
http://www.khaoscontrol.com/wiki_kcx/index.php?title=How_To:_Disable_the_Info_Box

Question 2 – I don’t really want to have to create separate Telesales Rules for each Company Class. Is it possible to create a Telesales Rule that affects multiple Company Classes?
You can actually specify multiple Company Classes, Company Types, Countries or Currencies that the Telesales Rule should affect. The Company Classes tab against the Telesales Rule allows you to specify the range that should be affected or alternatively, you can use the Not button to invert the selection. For example, ticking the Retail checkbox and then activating the Not button will mean that the Telesales Rule will affect every customer that is NOT linked to the Retail Company Class.

Question 3 – Is there a way to input multi-buy prices instead of just a prompt, for example if a customer buys multiple items then each item becomes cheaper? The prices are then automatically updated.
It’s possible to set up price breaks which will be applied automatically. This can be done for all customers belonging to a specified Company Class, or on an individual customer basis. The price breaks can be applied to individual stock items or by stock type. Here are some links to Wiki pages which explain how to set these up:
http://www.khaoscontrol.com/wiki_kcx/index.php?title=How_To:_Set_Price_Breaks_for_a_Stock_Item_Price_List
http://www.khaoscontrol.com/wiki_kcx/index.php?title=How_To:_Set_a_Stock_Item_Price_Against_a_Customer
http://www.khaoscontrol.com/wiki_kcx/index.php?title=How_To:_Set_Stock_Type_Prices_Against_a_Price_List
http://www.khaoscontrol.com/wiki_kcx/index.php?title=How_To:_Set_a_Stock_Type_Price_Against_a_Customer

Question 4 – We offer a loyalty scheme to our customers, but I don’t want my sales staff asking the same customer’s multiple times. Is there a way to get a prompt to only show once?
When you create a Telesales Rule you can specify that it should only appear on the customer’s first order. This can be achieved by tick the Customer’s First Order Only checkbox against the Telesales Rule.

Question 5 – How can I see which of my sales staff are selling / pushing the promotions?
There are several methods of seeing which of your staff are pushing sales as a result of promotions. For example:
Sales Order List screen:
You could filter by the Keycode and user. The user filter is hidden at the button, so click the yellow arrow in the bottom right to display the hidden filters. This will should you the total values of orders with a Keycode that was created by a user.
Sales Summary:
You can filter by both the user and Keycode in the Bestsellers and Customer screens. Alternatively, you could set up your users as Agents and filter for their sales in the Agents screens in [Sales Summary].

Question 6 – Is there a Telesales Prompt option for margin%? So if an item entered on a sales order is below or over a margin%, a prompt pops up for the item just entered or upon price change. I am not talking about the overall SO margin% in the System Operations.
No, there isn’t as there isn’t a trigger for a prompt that works using the item margin%.
 

Future Webinars

The next Webinar will cover using multiple Keycodes against a single sales order, along with discount amounts. Details on how to sign up will follow soon and hopefully I will see you then.
If you have any suggestions for topics that you would like to see in future Webinars, please let us know by emailing training@khaoscontrol.com.

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