1. QUESTION 13
What form(s) need to be faxed to State Farm
and HCS once a State Farm replacement
sale has been keyed?

2. ANSWER 13
Once the sale has been finalized, fax the
signed sale invoice(s) and FRQ (Furniture
Replacement Quotation) to HCS Credit
Authorizations and the State Farm
Replacement Service.
3.13 Entering a State Farm Replacement Sale,
page 5, step 6, 1st bullet

3. QUESTION 14
What type of sale must be keyed when a
customer makes a purchase in one profit
center and wants to pick up the
merchandise in another profit center?

4. Here at Havertys
we try to be very
accommodating.

6. Hugs are part
of the service.

7. ANSWER 14
An Accommodation Sale
3.15 Accommodation Sale, page 1, first paragraph

8. QUESTION 15
When keying an accommodation sale what
promotion code should be used?

10. ANSWER 15
ACOM
After the system has assigned the customer a new account
number.
3.15 Accommodation Sale, page 3, step 4

11. QUESTION 16
Do customers have to be present when
keying a PLCC add-on sale?

12. Legit

13. Not Legit

14. ANSWER 16
Yes – we must properly ID them
and have them sign for their
purchase.
3.09 PLCC Add-On Sale, page 1, second
paragraph

15. QUESTION 17
What SKU is used for a gold plan sold on a
sale covering 450 dollars?

17. ANSWER 17
0-1011-0026
3.04 Protection Plan Sale, page1, line 1 of the grid

18. QUESTION 18
What three purchase options does a
customer have if an HCS sale is declined?

19. Convert HCS to Cash

20. Convert HCS to BB4D

21. Cancel

22. ANSWER 18
1.) Cash Sale
2.) BB4D
3.) Cancel
*Customers who have been turned down with HCS cannot
re-apply for credit with PLCC.
3.07 HCS Declined Sales, (top of) page 1

23. QUESTION 19
What copy of the Floor sample condition
form goes to the customer?

24. White Copy - Goes on Floor
Sample

25. Yellow Copy - Goes to the
Customer

26. Pink Copy - Is Filed

27. ANSWER 19
2 nd Copy – Yellow
1.08 Floor Sample Condition Form, page 1
&
3.02 Delivery Sale, page 4

28. QUESTION 20
What are the two primary reasons a BB4D
sale is keyed?

29. ANSWER 20
1.) Special order merchandise that takes
approximately 8-12 weeks to arrive.
2.) Customer is obtaining financing on a new
home and would like to make a purchase
without an inquiry at the credit bureau.
3.03 BB4D Sale, page 1, first 2 bullets

30. QUESTION 21
When an invoice is generated and faxed to
State Farm for a replacement sale, what
information must be logged?

31. ANSWER 21
1.) Reservation number
2.) Customer name
3.) Date faxed to State Farm
4.) Amount Submitted
3.14 State Farm Replacement Log, page 1, first 4
bullets

32. QUESTION 22
Can a Sales Associate key an add-on delivery
sale?

33. A Sales Associate keying in a delivery sale…

34. Shame on you sales associate, shame on you.

35. ANSWER 22
No – Office associates or members of
management are the only employees that
can charge a delivery charge.
3.11 Delivery Fee Sale, page 1, second
paragraph

36. QUESTION 23
List the status types that can be seen under
the status header when entering a sale.

37. ANSWER 23
There are four different types:
1.) Reserved at Dist Ctr – Merchandise is located at the Distribution Center. A
delivery date can be set.
2.) OA at Dist Ctr – The Distribution Center is temporarily out of stock. Check
the AFS screen for approximate time of arrival. A delivery/pick-up date
cannot be scheduled.
3.) Reserved at Store – Merchandise is currently reserved at the store. A
delivery/pick-up date can be set.
4.) No Dist Ctr Info – The system hasn’t had enough time to read the Distribution
Center machine. Back up one screen by pressing the F2 key and then proceed
forward.
3.02 Delivery Sale, page 8

38. QUESTION 24
When entering a State Farm Replacement
sale, whose phone number should the CID
profile be set up in?

39. Now for the sing along portion… sing the
numbers.

47. ANSWER 24
Enter customer’s number. Do not
enter State Farm’s number.
3.13 Entering a State Farm Replacement Sale,
(bottom of) page 1, 3rd in the subset of bullets

48. QUESTION 25
What three vendors are not included in the
12% discount that we offer to State Farm
replacement sales?

49. Tempur-Pedic

50. Stearns and Foster

51. ANSWER 25
The following are subject to minimum retail
pricing:
1.) TempurPedic
2.) Interactive Health
3.) Stearns and Foster
3.13 Entering a State Farm Replacement Sale,
page 2, 2nd bullet, all 3 subset of bullets

52. No Sales Associates were harmed in the
making of this presentation…
But most were forced to participate.

53. Pennell’s Angels