A customer might sometimes find that a product is available
at a cheaper price with a different retailer. In such situations,
the call center associate can investigate the customer's claims and
do the necessary price match.
Procedure
-
Log on to Sterling™ Call Center. The Home page
opens.
- Go to the Order Summary screen in
one of the following ways:
- In the Order panel, enter the appropriate
details, and click Find Order.
- In the Related Tasks panel, click Order
Search. The Order Search screen opens.
Enter the appropriate details and click Search.
If the search results in a single order, the Order
Summary screen opens. If the search results in multiple
orders, a list of orders is displayed. Select the order that you want
to view.
- In Related Tasks panel, click Price
Match a Product. The Apply Price Match screen
opens.
- Select the order line for which you want to do a price
match and click Next.
- From the Competitor list, select
the organization that is offering the product at a better price.
- In the Minimum Quantity field, enter
the quantity of the product for which you want to do the price match.
- Click Search. The previously attempted
price matches for the current product and selected competitor are
displayed.
- Choose a price match and click Select.
The Competitor's unit price, shipping charges, adjustments, and so on,
are populated in the Worksheet panel
Based
on the price match percentage of the competitor, the refund amount
per unit of the product is displayed. However, you can also enter
the values manually in the competitor fields.
- Click Next. You are prompted to
enter a description for the price match.
- Enter a suitable description and click Apply.
The Payment Confirmation screen is displayed.
- Click Confirm. The price match is
applied to the order.
