StoreMarketing Telephone Reporting System

THE FINAL PART OF YOUR VISIT

Reporting your results on the Telephone

Once you have completed a store visit you can either phone your results in using our StoreMarketing automated telephone Interactive Voice Recording system (IVR), or enter your results over the internet.

This manual describes how to do this by telephone.

IVR Freephone No: 0800 804 6544 and 0800 19 785 19

Website: www.storecheck.co.uk

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Contents

General

Benefits

Storecheck IVR

How do I use the IVR?

Why are my results important?

Clients look at rep's results to check what is happening in a store in case they need to take any action.

Why do I need to report so quickly?

A promotion only lasts for a short time so the client needs to know what is happening a.s.a.p.

Consequently your brief will give you a reporting deadline (usually 48 hours after your call but always check).

We recommend though that you report your results as soon as possible to avoid getting an engaged tone or in case of line problems.

Why do I need to enter my results accurately?

Our clients see the results for any store almost as soon as you have typed them in so it is VERY important to be accurate in your data entry.

For example, it is feasible to move 20 boxes of stock in an hour, but not feasible to move 200.

If a client sees a figure like this they WILL ask questions.

This means that we will have to contact you for an explanation and the final reporting of your call will be delayed.

We also check the times and dates you enter against the store visitors books as part of our Quality Control procedures.

If you mis-enter these times or dates it will result in your pay being delayed or withheld until we can verify the call times for the client.

What happens if I don’t meet the reporting deadline?
If you FAIL to meet the deadline for all questions being correctly answered for ANY reason then we will deduct Ł3 from your pay for the call.
However, if you try to report after the reporting has been closed we will not be able to pay anything for the call.

What happens if I can’t get through to the IVR?

If the IVR is engaged, please keep trying.

Alternatively, you could enter your results over the internet.

If the IVR is engaged for 2 hours or 5 separate calls or more, please ring the office direct to let us know.

If the IVR continues to ring without answering, please phone the office.

The office phone number is 08707 430043 (national rate).

If it is outside office hours, please call 07720 809090. DO NOT call this number at any other time.

Benefits of Storecheck data entry systems:

For you:

Your payments are automatically calculated and paid from the data you enter
Saves time and money
No trips to the postbox and results won’t get lost in the post

For us:

Your data automatically goes into a reporting program and we can start analysis immediately
Less admin work - no paperwork to worry about. Plus it is faster and safer than the Royal Mail!
Your payments can be made automatically

For our clients:

Easy access to the data - they can see what is happening in an individual store
Fast - they have the opportunity to put any necessary remedial action in place quickly
They can discuss the current situation in store immediately with the store manager or the buyer
They can see we are doing our job right!

If you have any queries about phoning the IVR please call the office to let us know.

The Storecheck IVR

The following information has been designed to help you understand and navigate your way through the StoreMarketing IVR system

What is the IVR?

It is a system used to collect the data from your worksheets over the phone. It is a freephone number that is available to be phoned 24hrs a day.

What is the phone number for the IVR?

The freephone phone numbers are 0800 804 6544 and 0800 19 785 19. You can also call 01753 648833, but we will be unable to reimburse you.

How does it work?

It collects information down a telephone line straight into a computer program. This goes on line where clients view the store data you have put in. It also goes to an automatic payment program.

What is the Automatic Payment Program?

This takes the information you have keyed in and works out how much you should be paid. Your figures need to be accurate as the computer program will not recognise data that is wrong and won’t know that you have to be paid. This means when the payroll is being run, if you have entered the wrong data your payment will be missed off and you will have pay queries at the end of the month.

It is advisable to:

1. Gather all the StoreMarketing work sheets/reference numbers that need to be phoned in.

2. Have a pen to hand before you start.

3. Ensure that you have the correct work sheet for the date you are about to report. This is very important if we have sent you 3 or 4 weeks of activities together.

How do I use the IVR?

Dial in using the freephone number 0800 804 6544 or 0800 19 785 19

The system will then prompt you with the questions off your worksheet. You simply key in the answers from a mixture of the figures already printed and those collected by yourself in the Store. Details of compliance and action codes to be used can be found at the end of the worksheet - please select codes carefully.

You will be asked to key in a number from 1-5

Reps need to press 1 to report a store visit.

You will then be asked for...

1. The URN (Unique Reference Number):

This is a unique reference number allocated for each store visit known by the office as the 'URN' number (used to be called the Storefriendly Reference Number). This number is located in the top right hand corner of your worksheet. Please ensure you have the correctly dated worksheet as this may cause problems with the reference number. It is a unique 8 digit number, followed by a Hash (#)

For example, 11223146#

2. The Day and Month of the Visit:

The day and month you made the visit is entered as 4 digits followed by a Hash (#) representing the date and the month you actually made your store visit.

You need to use leading zeros - For example if you did your visit on the 6^th August you would enter: 0608#

N.B. If you enter the wrong date you will need to re-enter your data, as your pay is likely to be affected if you enter the date wrongly.

If you have made your visit late (ONLY with the permission of your RFM), you MUST enter the actual date you make the visit, not the date it should have been. Please note: You MUST contact your RFM for permission to make a visit on a date other than that on the worksheet. Your RFM will obtain authorisation from the office and confirm this to you. If this has not been confirmed you will not be paid for the call.

3. Time Code:

The time code requires 8 digits followed by a Hash (#). This figure represents the entry and exit times of the store visit in the format of hour, minute (for entry) and hour, minute (for exit). It is vital that you use the 24-hour clock when entering the time code and you put the exact time.

For example if you signed into store at 9am and signed out at 1.15pm you would enter: 09001315#

OR if you signed in at 12:00 and signed out at 2pm then you would enter: 12001400#

The start and finish time both need to be 4 digit numbers giving a total of 8 digits.

If your time code is not accepted, check that you have entered the 24hr clock, i.e. 1300 instead of 0100.

Do not round your times up or down. Put the exact times that you signed in and out of the store.

4. The Question Data:

Question data is entered in one of two ways:

Job type 1:

You need to enter an answer for every question on the worksheet.

Job type 2:

You enter the question number you want to answer, followed by Hash (#), then the answer followed by Hash (#)

Most jobs are type 1. If your job is type 2 it will say so on the worksheet.

The type and layout of each question can vary but the general rules are set out below. The illustration shows an example of the answer format of a typical replenishment question as printed on the questionnaire form.

SEL

FACINGS

STOCK

COMP

ACTION

0-No 1-Yes

Before

After

Before

After

At the first question, and whenever the layout of the question changes, the system will explain what kind of answer is required.

For example: '11 digits followed by hash' before reading out the question number. You can turn this information off by pressing '9' when prompted.

HERE ARE SOME RULES TO OBSERVE WHEN COLLECTING DATA AT THE STORE AND WHEN ENTERING IT INTO THE IVR.

A Yes/No question may only have 0 (NO) or 1 (YES) - no other entry is acceptable.

Where you are asked for facings before and after, the 'after' figure must be the same or more than the value of the 'before' figure. There cannot be less stock on-shelf on exit than when you entered.

If you are entering a number but do not have sufficient boxes on the worksheet for your answer, e.g. there were 150 items on the shelf but there are only two boxes for your answers on the worksheet, then enter the highest number possible. i.e. 150 into two boxes would be 99.

All questions must end with a Hash(#). On most telephones this can be found in the bottom right hand corner of your phone’s keypad.

If some or all of the values entered in your answer are incorrect then you will be asked to re-enter. A valid answer must be given before you can continue with the process.

5. Call Reference:

After you have answered all of your questions you will be given a unique 5-digit reference number. Write it in the box provided near the end of your worksheet. It confirms to the office that you have telephoned all of the information through and will be used when calculating your pay.

N.B. Keep a note of the call reference number you are allocated for each job. It is you proof that you have phoned the IVR and will be required in the event of a pay query.

6. FINALLY:

If you miss your call reference number and want to hear it again: Press '1'

To report another store visit: Press '2'

To end the call Press '3' and put the phone down.

What happens if I make a mistake?

If you make a mistake, select Option 2 at the end of your call to report another store visit. When you enter your 8 digit URN, it will tell you that the data has already been entered for this call. You will either be given the option to enter all the data again, or just re-enter data for a specific question.

If you have entered your date or time incorrectly, you will have to enter ALL the data again to correct this.

BEWARE - Any changes made after the allowed 48 hours will be flagged up as having missed the deadline for correct reporting which will affect your pay.

We hope all of this information is clear. If you do have any queries then please call the office during office hours on 01753 648800.

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No part of this document may be reproduced without express permission in writing from the Managing Director of Storecheck Marketing Ltd