28-10-2020

SOPS Points

Q: How to check Lahore stock in Daily Stock Sheet Report?

Ans: First you should check in NOH column, if there is no stock is available, then you should check in
Lahore column then U1 column.

NOH: Net on Hand, it is the net stock after allocation and direct order.

U1: U1 is the main manufacturing factory is located in Lahore.

U2: U2 is the second production factory in Lahore.

Q: How to check stock in Islamabad in Daily Stock Sheet Report?

Ans: The stock of Islamabad must be check in Rawalpindi column of sheet.

Q: What is meant by ALL and DO in U2 column in Daily Stock Sheet Report?

Ans: The ALL means allocated stock and DO means Direct Order, see it properly during stock checking.

Allocated Stock: Allocated stock is the stock which is assigned to another city warehouse.

Direct Order: Direct order is the order which is already booked by higher management.

Q: Is it necessary to call “Processing “status order in Magento?

Ans: Yes, it is compulsory to call Processing status order after stock checking.

Q: How to ask customer for Hold during call and what should say after hold?

Ans: For asking: Sir! app hold kerna pasand karein gey main apko stock check ker ke batata houn.

After Hold: Sir hold kerney ka shukria!

Q: When would you informed customer about delivery charges?

Ans: When customer product is not mentioned in listed city and we arrange it from nearby city
warehouse then we would inform the customer about delivery charges according to policy.

Q: Did you call canceled Orders via Credit/Debit card method for follow up?

Ans: Yes, you should call cancelled orders due to card payment issue and ask follow up and updated in
E-Shop Cancelled Orders sheet.

Q: Can we send text message to customer number, if customer said on call text message on my
number?

Ans: No, we are not allowed to send text message directly to customer, instead we can add customer
number in our official WhatsApp Group to guide customer.

Q: What are the installation charges of AC, LED?

Ans: Installation charges of Ac is Rs: 3000 and LED installation charges is RS: 1500.
28-10-2020

Q: What is the number of PEL Head Office Number?

Ans: 35920151-53

Q: What credentials you get from customers before you placing manual order of customer?

Ans: (1) Name

(2) CNIC Number

(3) Shipping & Billing Address

(4) Mobile Number

(5) E-mail ID

Q: What should do if city is not mentioned clearly in the shipping and billing address?

Ans: If city is not mentioned clearly in the billing and shipping address then call the customer to confirm
the city.

Q: What should ask when customer on call wants to complaint?

Ans: Always ask customer from where did you buy product, either from dealer or from PEL ESHOP.

Q: What would be the complaint procedure if customer said he bought it from PEL ESHOP?

Ans: If customer said he bought it from PEL ESHOP, then we ask about order number and issue and then
informed upper management.

Q: What would say if customer said when will your new stock will be updated?

Ans: We couldn’t tell exact date, rather than it is automatically updated on our website.

Q: When we updated PEL Customer Feedback Report Sheet?

Ans: When E-Shop Orders and Alfa Mall Orders are delivered to the customers then we will call to the
customers and asked about their feedback and mentioned in PEL Customer Feedback Report Sheet.

Q: From where you tell the customers the prices of products?

Ans: We always tell the price from PEL Prices List to the customers.

Q: When will be your discount offer start in future?

Ans: You will be updated through our Facebook Official Page, our official website, TV advertisement.

Q: What is function of twin tub?

Ans: The one tub is for washing and one is for drying clothes.

Q: In which models of Water Dispenser Refrigerator is available?

Ans: PEL 116 Premier, PEL 115 Smart and not available in PEL 115 Pearl.
28-10-2020

Q: What are bedroom REF models?

Ans: 1100 Life Simple, 1400 Life Simple.

Q: What compressor is used in REF?

Ans: We are using different types of compressors in REFs and it is difficult to tell which type is used in
specific model.

Q: What type of compressor is used in AC?

Ans: We are using T1 in all types ACs except T3 is used in Majestic Series.

Q: How agents can get daily new tasks?

Ans: Agents can get daily new tasks via using Trello Task Manager. After completing the task, the agent
has added it to done.