Delivery 101Your guide for excellent delivery!

“Learn to love your job and you will never have to work a day in your life.”

Harvey McKay

Introduction

In this changing world, accuracy and reliability is a must! Being a distribution company we must deliver what must be delivered-provide delivery service to our customer at highest level of QUALITY.

Deliveryis the process of transporting goods.

Logistics

Distributors

Firms that specialize in delivering commercial goods from point of production or storage to point of sale.

is the management of the flow of goods, information and other resources between the point of origin and the point of consumption in order to meet the requirements of consumers

What is the difference between

EFFECTIVE&

EFFICIENT ?

Rex : I deliver what my customer ‘s expected. Therefore I'm effective.

Felix : I satisfy my customer’s expectation and also I deliver on time with less cost and expenses. Therefore I'm efficient.

Key to success

Check

Communicate

Coordinate

3C’s

Now let’s start…

• Work hours starts at 8:00 AM– In the event that an individual is not at work by

8:15 AM, he is already considered absent and may be replaced by on-call crew. The individual who returns to work late shall be asked not to work for the day.

Step 1 ( Warehouse)

• Wear proper clothes suited for delivery.

• Extra shirt and towel are highly recommended.

• Avoid wearing watch, necklace or anything else that will affect your performance.

Step 2 (Warehouse)

Check your products• Make sure you load

products as noted in the invoice.• Make sure that all your

products are in good condition (packaging, labeling and content).

Communicate with warehouse supervisor or the sales manager if there any variances.

Invoice Ballpen

Cell phone Map

Trolley

Step 3 (Warehouse)

• Check your Tools Check your truck B-L-O-W-B-A-G

• Break

• Light

• Oil

• Water

• Battery

• Air

• Gas

Reminder:• Avoid using cell

phone while driving. This is for your own safety!

• Make necessary calls only if its REALLY NEEDED!

Step 4 (field)

• Find the outlets• Have a complete information where to make your delivery.• Fastest route to your target delivery.

– Good routing is the best time saver.

“Early bird catches the worm”

Step 5 (when you finally found the outlet)

• Greetings

As you deliver the item in their outlet always

1. Greet the customer, introduce your self and the company.

i.e. Good morning sir/ ma’am. I’m

Joseph from PRONTO.

Mr. Customer Magandang umaga po…. Manuel sa PRONTO dito na po yung order nio. Ok na po for checking.

DO’s Don'ts •Don’t make transaction with the manager if she/he is busy or talking with someone else.

•Don’t blame the company or anyone else if there is delay nor problems with the delivery.

i.e. Ma’am/Sir pasenya po sa delay kasi po yung boss namin maraming inaasikaso. (Ito po ay maling mali).

•Smile under pressure

•Be presentable during transaction

•Create a friendly environment in the outlet

•If there are some problems regarding with the delivery and you have to make a call in the office, distance yourself where no one can hear you're conversation.

During transaction observe the following

Facial expression Eye contact Tone of voice Choice of words Appearance Teamwork

Step 6• Item vs. Invoices

• First tell the manger that the item is ready for checking

» Mr. Customer ready na po for checking, ito na po yung resibo nio at asa akin narin po ung dublicate niyan. Check na po natin.

• Double check the item it must be exact as noted in the invoice.

» If there are variance (pagbabago) in orders, insure you write the full details in the invoice. It must be sign by the manager for verification.

Have a presence of mind

Step 7• C.O.D (cash on delivery) Vs. PDC (Post Dated

Check)» terms shall be collected during delivery. In the event that

the cash payment cannot be provided, stocks are not to be delivered. In the event the PDC cannot be issued, stocks may be delivered.

Follow the terms and condition indicated in the invoice.

Reminder• If there's a problem with the order, act like you are on

their side wanting to get it solved. Ensure them that that this is one time mistake only.

After the transaction.

• Inform them that you are leaving

i.e.

Mr Customer OK na po. Musta naman ang benta , mukhang malakas ah. Order lang po kayo Mr. Customer kung may kulang pa. Thank you po sa susunod uli!

Say “THANK YOU”

Step 8

Step 9• Handling returns and bad

orders.• Bad and good stocks collected

from the outlet must be remitted to the warehouse before leaving.

• Collection reporting without remittance of bad orders or good stock return with return slip is considered incomplete. Failure to remit together with collection report constitutes a major offense.

Teamwork is the ability to work together toward a common vision. The ability to direct individual accomplishment toward organizational objectives. It is the fuel that allows common people to attain uncommon results.

Only bad and good stocks for return with return slip signed by the outlet representative and salesman shall be received. No deduction shall be allowed without prior return slip documentation.

NOReturn Slip:

Stock return Deduction.

Step 10•Double your check materials:

• invoice• collections• cell phone• map (for the next location)• trolley• Don’t also forget to check if

the truck is lock.

Before leaving…

Step 11• Submit RIGHT and COMPLETE

collection report. Write all necessary details and make sure it has deposit slip.

• SUBMIT the collection report in the office, invoices cancelled items, CM and cancelled invoice in warehouse must be properly CHECKED by the guard.

Submission

Step 12 Loading

Assignments for delivery for the following day shall be released by 4:30 PM in the warehouse blackboard. Assigned delivery team shall be responsible in getting the delivery documents/invoices from the encoder to initiate loading of stocks into their truck.

DELIVERY IMPROVEMENT

• Always be polite• Dress appropriately• Observe proper hygiene.• Personalized your service.• Drop unnecessary activities• Have healthy lifestyle• Figure out what really matters to you

WHAT if….

…..you lost your invoice

• Report immediately any lost invoice to the office for necessary action regards to this matter.

…..the owner said “ I Don’t have enough money right now for some reason” what would you do?

Just tell them Mr. costumer, you can only have what is your money can take.

i.e. Ay ganun po ba Mr. Customer, kunin nio nalang po kung ilan lang yung makakasya ng pera nio.

Bottom line: How can they fuss at you because YOU are on their side now.

…..the delivery is lateSay something like, "Mrs. Customer, good morning this is Manuel from PRONTO. We have encountered some problems about inventory we just want to make sure you get the right item. Once again, I'm sorry for the delay."

This does one things. Makes them happy that they will only receive right item .

…..the owner is not around

Go to the next outlet and come back again when the owner is around

…..you have delivered wrong item what would you do?

Answer: Suggest the item.

Delivery is an integral part of distribution. A Sale is not yet a sale unless it is delivered. To ensure to reached all possible outlets and make our principals to be a household product is our commitment.You play a very important role for us to achieve our vision. The organization success is also

YOUR SUCCESS!!! Good luck!!!

Issues and concern:

• Absences of co-delivery man

Common mistakes:

• Breading mix vs. Barbecue mix?• Evengelista store vs. Evangelista store• Returns vs. bad orders• C.O.D vs. PDC

Question?