The Sellery General Policy

From The_Sellery_wiki

Contents 1 eBay Listings 1.1 Titles 1.2 Descriptions 1.3 Photography 1.4 Packing and Shipping 2 Re-Listing, Failed Sales & Second Chance Offers 3 Work and Office Schedules 4 Inventory Assignment 5 Compensation 6 Office Management and Use 6.1 Fines / rewards table for office infractions 7 Lead Management 7.1 Managing Leads 7.2 How to Answer the Phone 7.3 How to Forward Calls using Google Voice 7.4 Managing Drop off and Walk-In Clients 7.5 Pick-Ups

eBay Listings

Titles

• No ALL CAPS, commas or special characters
• Use all 55 available characters
• If you need something to include add "NR" means No Reserve or "NIB" means New in box
• If selling a Lot of different Items you may include the word "LOT" in the title as well
  
• Titles MUST contain the following:
  • Brand
  • Model Number
  • (If you do not have these in your title or cannot find them, do not list the item, consult with a manager.)

Descriptions

• No ALL CAPS content in descriptions
• Be as thorough as you can describing the condition of the item.
• Include Brand, model number in description
• Note any special marks or scratches or details that all bidders must know about
• All listings start at $24.99 with no reserve and no exceptions. This must be communicated to the consignor before we accept their consignments.

Photography

• All items listed per auction must be photographed including but not limited to: item, owner's manuals, warranty cards, boxes, cables, adapters etc.
• Only Brand New Sealed In Box NIB items may be listed without inspection and listed as "NEW"
  
• Take pictures of all angles of the item
• Include closeup macro shots of serial numbers, model number and such

Packing and Shipping

Read the packing section of the worker's guide for best practices on packing sales.

• Each lister is responsible for packing and labeling each item they sell
• Each item must be shipped within 2 business days after payment from ebay buyer has been received.
  
• Use only Sellery Approved boxes, tape, peanuts and bubble wrap for shipping
• Once packages are picked up by the USPS you may throw away all Carrier Pickup Notifications
• If the shipment is damaged when it arrives at the buyer's location, and the cause of the damage was poor packing, the cost of the shipping will be debited from the worker's account.

Re-Listing, Failed Sales & Second Chance Offers

Follow these guidelines to ensure that everyone is informed that the sale has been offered on "second chance":

• If a sale has failed meaning there were bids but winning bidder did not pay
  • file a non-paying bidder dispute with the winning bidder.
  • Add a note to the sale record in selling manager that the sale has failed, and state what you are going to do next (e.g., second-chance offer, re-list, return to consignor)
• It is up to the Lister's discretion if the items is sold via Second Chance offer or Relisted
• If offering the sale on second chance:
  • Only send one second-chance offer at a time
• If re-listing the failed sale:
  • Look over your auction and make sure you have all the necessary info you may have missed on the first listing
  • Restart the auction at $49.99
  • Schedule item for return if it has not sold after one re-list; do not list it.

For each unsold item you listed twice at $49.99 and still did not sell you must do the following:

1. Go to the record in tools and mark the "Next action" as "return"
2. Take your item from off the shelf and place it in or around the return bin marked "R1" (it's currently under the desk in the front lobby)
3. Mark the new location "R1" in the inventory record

Manager will take over from there which means manager will:

1. Communicate with consignor to pick up or donate unsold items.

Doing this will ensure a clean, efficient sales floor with a clear vision of your inventory.

Work and Office Schedules

• Your work schedule is your Sellery Calendar, so keep it current; it is the only valid reservation you have for using the shop.
  
• Up to 4 workers can reserve using the office at once.
• If there is no inventory to list workers can use the office to work on other eBay related projects during scheduled work hours
• Additional office hours needed to finish any other projects must be approved by a manager
• If a worker fails to keep their calendar consistent with their actual attendance, they will immediately be placed on schedule probation.

Inventory Assignment

• All new consignments are to be inventoried by the Master Inventoryer.
• He/she determines what is to be included in each record.
• He/she must also weigh and measure each item and include that information in the record.

• Inventory may be reserved to be listed on a first-come, first-served basis
• Inventory reservations expire after 48 hours if no listings have been launched for the related inventory.
• Inventory may only be reserved by listers when they are in the same physical room as the inventory item.

Compensation

• The Sellery pays referrers, listers and packers a commission of the final selling price of an item listed and successfully sold
  
• Said commission has three parts:
  1. Lister - For listing an item on eBay you get 25% of the commission from the consignor.
  2. Packer - For packing and labeling a package you get 12.5%* of of the commission from the consignor.
  3. Referrer - If you refer clients to The Sellery you get 12.5%* of commission from the each consignor that you refer, for the duration of the consignor's relationship with The Sellery

• Payment to referrers, listers and packers from Payroll is sent out every Friday by 11:59 PM via Check or PayPal, depending on the stated preference of the worker.
• Refunds - All items are sold as is but in case an item was mis-represented there may be payment reversals on a per case basis (see the Sellery consignment contract for more information on this policy.)

Office Management and Use

• Personal property left at the shop for over 24 hours will become property of The Sellery and then donated to Goodwill.
• All working space at The Sellery is to be used exclusively for inventory storage, supply storage, equipment and any tools required to run the operation
  • The Sellery is not responsible for any personal property lost or stolen due to non-compliance of said policies
• All equipment and supplies must meet certain requirements to remain in the office:
  • No boxes with custom made flaps, tops, sides or corners
  • All unused cardboard boxes are to be flattened and placed in the Designated Box Area
• When the shop is not occupied, all doors must be locked, lights must be turned off, and blinds should be closed.

• With the exception of the keys to room 154, all shop keys should be hung on the back of the door to 154 when not in use. Keys should never be left in their lock.
• There are to be no personal items or belongings left in suite 153 when not in use. Only items approved are a pen, computer and business cards. Desk should be clear at all times when not in use.
• One set of shop keys are provided for workers.
  • Any worker that loses a shop key will be fined for the cost of replacing the key (see "lost key" in the fines / rewards table below), and if deemed necessary, for the cost of replacing the lock that the key opens (see "lost key that requires lock replacement" in the fines table below).
• Use of the hallways outside the offices for The Sellery is provided by the landlord as an easement only. At the end of your session, you must remove any objects or mess that remains in the hallway unless permission is granted from the manager or landlord. Any employee that fails to clean up the mess in the hallway will receive a hallway clean-up fine. Conversely, if another Sellery worker identifies a mess from a previous session, they have the option to clean up the mess and receive a reward for reporting the situation and resolving it (see the reward for "not cleaning up hallway" in the fines / rewards table below). Sellery management will be alerted by property management staff; blame will be assessed by reviewing security camera footage from rooms 154 and 153.

Fines / rewards table for office infractions

infraction	fine amount	reward for taking action to resolve
lost key	$20	$0
lost key that requires lock replacement	$120	$0
not cleaning up hallway	$15	$15
leaving any door open after session	$50	$0

Lead Management

Managing Leads

• First figure out if it is a current or new customer
• If you have contact with a new lead, create a new record for them on tools.thesellery.com*
• This includes getting their name, email address and phone number and a description of what they called about
• If current customer search for their name in the search box on tools then find the record and update with new info
• All communication with leads should be noted in the notes field of the lead record.
• Always ask them how they heard about us
• If you are referrer mark yourself as the referrer for any new lead that you referred; otherwise, you won't get the referral credit
• Update the "Call Back" Field after you have communicated or attempted to communicate with the lead ie. VM, Email
• When leaving messages let the lead know when you are going to Call Back so they can expect your call
• Leads may be called up to 2 times per week if they do not respond to any voicemails

How to Answer the Phone

• The Sellery exclusively uses Skype and GoogleVoice to handle all phone calls. To receive calls you must be logged into a Sellery Skype Account.
• How to answer a call:
• Click on the green "Answer Call" button on the Skype window.
• Wait for operator to say "To answer this call press 1" then press 1 on the numeric keypad or click on the 1 on the Skype window.
• Answer with "Thank you for calling The Sellery, my name is (your name) how may I help you?"
• If new lead then use our New Lead policy.
• If repeat consignor then kindly ask how they are doing and how can you help them.
• If customer service call, figure out reason for call then create a ticket on helpserve for claims or whatever department it belongs to and forward to manager asap
• If other type of call (sales, telemarketing, collections, etc.) hang up the phone by clicking on the red "End Call" button on the Skype window.

How to Forward Calls using Google Voice

• Log into GoogleVoice at [1]voice.google.com
• Text manager for login and password if you do not know
• Click on the "Settings" link
• Under the phones tab, check the box of the phone you would like to forward calls to
• Uncheck the box when you do not want to forward calls any more to that phone
• Don't forget to create or update the callers relationship page
• For customer service calls, create tickets on the support system and assign them to appropriate person

Managing Drop off and Walk-In Clients

• Repeat consignors are required to digitally sign and date another consignment contract

Pick-Ups

• A $25 per hour pick-up service is offered for any location within the Austin, TX city limits.