Customer Service Training

1. Customer Service Training March 2007

2. Agenda • Customer Service Personnel • Roles • Business Hours • Telephone Numbers/System • RSM/Representative/Customer • New Customers • Purchase Order Requirements • Dates • Shipping Terms

3. Agenda Cont. • Pricing • Representative Purchasing • Order Types • Commission • Mailings • Rep. Information • Documents • Additional Information • Mission Statement

4. Customer Service Personnel

5. Roles • Inside Sales / Technical Support • Contact these individuals for assistance with: • Quotes • Pricing of System • Troubleshooting of Product • Technical Information • Applications Bernie Stinger Jerry Tveitbakk Chad Nelson

6. Roles Cont. • Customer Service Representatives • Contact these individuals for assistance with: • Pricing • Delivery • Placing an Order • Status of Order • Tracking of Order • Commission Questions Rhonda Lothert Melanie Mattson Marie Skowronek

7. Roles Cont. • Product Repair (RMI) Administrator • Contact Chad for assistance with: • Obtaining an RMI Number • Repair • Credit • Status of Repair/Credit • Explanation of Repair Report/Findings • Advance Replacement is required Chad Nelson

8. Roles Cont. • Traffic Coordinator Ryan’s role is to move the product out the door once the order is boxed up and ready to ship. Ryan Meyer

9. Roles Cont. • Customer Service Commercial and Export Staff • Call when you need assistance with: • Export Compliance • NAFTA • Certificate of Origins • Harmonized Tariff Codes • Valuation Ginny Bachman Linda Rivall

10. Business Hours • Monday through Friday 8:00 AM to 5:00 PM CST

11. Telephone Numbers • Front Desk • 1- 952-941-5665 • 1- 800-468-3244 • Customer Service Numbers • “800” Number 1-800-765-3473 • Local Number 1-952-946-6491 • Fax Number 1-952-829-8750

12. Telephone System • How does the Telephone System work? • Calling Customer Service? • We can be reached at • 1-800-765-3473 • 1-952-946-6491 • When calling the Customer Service Dept., you will enter into an Automatic Call Directing System (ACD).

13. Telephone System Cont. • This system is geared that you will always get a live body when calling us. (Hooray - no more voicemail!) • There is a catch! • You must stay in the System.

14. Telephone System Cont. • If you know the parties extension • You may bypass the system • Push the four digit extension at anytime. • You may get a live body or you might not! Could be voicemail!

15. Telephone System Cont. • The ACD System will prompt you to one of these four options: Technical Push 2 Commercial Push 3 Repairs Push 4 Operator Push 5

16. RSM/Representative/Customer • All of our Customer Masters have an RSM and Representative Assigned. Example: 006005 006 = RSM or Eric Mann 005 = Rep or RM Controls

17. New Customers • Requirements • Copy of Purchase Order • 4 to 5 Credit References • Contact Name • Phone Numbers • Tax Exempt Certificate (if not taxable) • This is not a Resale Certificate • Terms & Conditions

18. Purchase Order Requirements • Use Phone Order Worksheet or “Clean” Purchase Order. • Purchase Orders to be made out to Detector Electronics Corp. 6901 West 110th Street Minneapolis, MN 55438

19. Purchase Order Req. Cont. • Always include: • PO Number (Mandatory - unless Credit Card) • Part Numbers • Quantity • Discount – Established Pricing or SPR Required. • Total Order Value • Requested Ship Date • Contact Name and Phone Number • Shipping Method • Order/Quote Screening Form

20. Government Orders • Must be approved by UTC if not DEC -Standard Terms & Conditions. • Process can be long depending on how fast T’s & C’s are negotiated and come to agreement. • Besure to quote DEC Terms and Conditions when quoting.

21. Project Name • Orders over 20K • Want to know the Project Name • Don’t need to know if it is the End User, unless they have a project name.

22. Dates • Dates are very important to us. • When does the customer want the product? • We measure our performance to • Customer Request Date • Detector Promised Date

23. Shipping Terms • Shipping Terms Ex Works Mpls Factory

24. Credit Cards • We Accept the following: • Need the following Information: • Type • Card Number • Expiration Date • Name of Card Holder

25. Advance Replacements • DEC will send out a replacement for a product that has failed under warranty. • Reason for Adv. Replacement • Process is shut down • Cannot shut down process until replacement part arrives. • A new Purchase Order is required for the advance replacement order.

26. Advance Replacement Cont. • Product sent out at no charge. • Customer will be invoiced if not returned within 45 Days. • If extension is required, contact Customer Service. • Otherwise - No Credit will be given. • Non warranty or product with No Problem Found will be returned to customer and invoiced.

27. Pricing • No Discounts allowed - Except • Authorized Distributors (pre-determined) • RSM Approval • SPR (Special Price Request - Project) • No Discounts to Export Houses/Trading Companies!

28. Representative Purchasing • We discourage this practice • If you have to • Purchase is made with no discount • It is a List Price purchase! • Commission will be paid when invoice is paid. • Why you ask? • Two different accounts • Sales • Commissions

29. Representative Purchasing Cont. • Purchase with discount • Must be to an Authorized Distributor or • Must have discount approved by RSM • Copy of Customer’s order showing discount must be sent in at order placement.

30. Order Types 001 Hardware 002 Parts 003 Repairs (No Commission) 004 Advance Replacements 005 Field Service 007 Test & Evaluations 008 Demos 100 Systems 102 System Parts

31. Commission • Commission is based on: • System Orders • 25% Order Origination • 25% Influence • 25% Engineering • 25% Destination • Parts Orders • 50% Order Origination • 50% Destination

32. Commissions • Billing only Customers It is Acct. Payable Processing Office. No Engineering is being done here. • No commission credit is given. • Most of the time - 100% of commission is given to “Ship To” address.

33. Commission Cont. • Commission is paid to you - only after the customer has Paid the invoice in full. • Questions on Commission • Notify your Commercial Rep. ASAP with Invoice or FO Number. • Important to review your Acknowledgements, Invoices and Commission Advise Statements

34. Commission Cont. • Payments • Wait 90 Days • Do not wait until the end of the year to check on missing payments - please!

35. Mailings - Rep. Copies • Order Acknowledgements • Weekly • Invoices • Weekly • Commission Advise • Monthly

36. Rep. Info. • Make sure you keep us updated about your businesses. • We want to know • Offices Addresses • Contacts • Telephone Numbers • Email Addresses • Whom should we send Acknowledgements, Invoices, Commission Advice Statements to? • Authorized Distributors

37. Rep. Info. Cont. • Who should we copy on any quotes that we do from Minneapolis? • Do you have a list of “Key Contact/s” that you want us to communicate with? • Who do we refer customers to? • Who do you have for Commercial and Technical Support?

38. Documents - No Charge • Approval Certificates • Std. Certificate of Origin • Std. Calibration Certificate • Std. Certificate of Guarantee /Warranty • Std. Certificate of Quality • Std. Compliance/Conformance Certificate • Std. Test and Inspection Certificate

39. Documents with Fees • Certificate of Origin - Notarized • $25.00 • Certificate of Origin - Chamberized • $150.00 • Consularized Documents • Consult Factory • Custom Certs. (req. P/N and/or S/N etc) • $100.00

40. Document Fees Cont. • Drawings: • Product Detail Drawing per product • $125.00 • Spare Parts List per product • $125.00 • Any additions to above • Consult Factory

41. Document Fees Cont. • Product Manual (comes with 1 Manual per box) - Extra’s • $2.00 • Test Data by Serial Number • $100.00 • Courier of Documents: • Domestic (within U.S.) • $35.00 • International • $60.00

42. Document Fees Cont. • Dossiers/Binders - Consisting of: • Index • Test Data • Product Spec. Sheet • Product Manual • Product Catalog $325 $325.00

43. Document Fees Cont. No Discounts allowed on any of these Document Fees!

44. Product Assembly • Customer wants product assembled with another product? • Example: U9500 and Sensor • We can do it, but there is a charge. • $50.00 per set • Calibration? • $150.00 per device • Custom Drawing Required? • $175.00 per drawing

45. Old Product Cross Reference • We get a lot of Questions in Customer Service that relate to our older products. • Example: • What do I replace a U7602B with? • What do I replace a ????? With? • Not a simple answer as it use to be. • Before we only offered UV Technology. • UV may no longer be the best Technology today. • Need to know the application • What is the customer trying to Protect?

46. Compliance - Export Controls • Embargo or Restrictions • No Exports or Re-exports of US Products: • Cuba • Iran • Sudan • Syria • Do not quote any U.S. products!

47. Compliance - Export Control Cont. • See handout • Embargoed Countries • Export License • Named Individuals/Entities • Embargoes (Treasury) • Restrictions (Commerce)

48. Order/Quote Screening Form • See handout • All Shipments being exported out of the U.S. require this form to be filled out. No form - no shipment!

49. Additional Information • Re-Stocking Fee • A minimum 30% Restocking charge will be applied to all returns for credit. Actual credit will depend on age (must be in warranty), condition and potential resale value of return device. • Prior to returning products, contact RMI Administrator for RMI Number.

50. Additional Information Cont. • Rush Order Fee • Any order received for same day shipping will be treated as an “expedited shipment”. • $300.00 expediting fee will apply.