Chulani Promotional Products Company - USA
 Manufacturer Of "Competitive Edge Innovations" 
Website Access Is For Promotional Products Distributors Only
Customer Service Hours 9am - 5pm EST Monday To Friday     TEL *973*279*6666

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To Get To Any Of The Training Documents Below Click On The Link
Training Document                     TIPs Document                       FAQs Document

Customer Service Training Document #1
The more you read the more you will understand....please read many times.

Chulani Promotional Products is a manufacturer of promotional products, commonly also known as advertising specialty products......Chulani sells its products through distributors who in turn sell our products to their customer (the end user)....Distributors prefer a catalog that they can take to their customer that does not have the suppliers name or contact information so as to be protected against their customer bypassing them.....and so our catalogs do not have our name.... solely our ASI identification number through which distributors can find us.

When the distributor sells our products he gets a discount on the list price shown in the catalog or on the web....the discounts most commonly used are shown below:

Discount Codes
 R-> 40% off -> To Get Net Distributor Cost After Discount Multiply By 0.60
 T-> 30% off -> To Get Net Distributor Cost After Discount Multiply By  0.70
 V-> 20% off -> To Get Net Distributor Cost After Discount Multiply By 0.80

R discount codes mostly apply to products, and T and V discount codes apply to charges.....discount codes are usually found on the web and in the catalog to the left of the price grid.

When giving prices give prices with discount codes ....... price grid and example shown below for a product:

 100+      250+      500+     1000+    2500+     5000+
 $1.00    $0.95     $0.90     $0.85     $0.80      $0.75
When customer asks for a price for 100 pieces of the above product this is how you would give the price:
"Sir your cost for 100 pieces would be $1.00 on an R ($1.00/R) With a setup Charge of $45 on a V ($45/V)"
repeat this several times with different quantities...(repetition is the best way to learn things fast)

Sometimes the distributor will ask you for his cost or the net cost.....this is the cost he would pay us after the discount is applied....to get net cost easily multiply by the factor shown below:
Discount Codes
R-> 40% off -> To Get Net Distributor Cost After Discount Multiply By 0.60
T-> 30% off -> To Get Net Distributor Cost After Discount Multiply By 0.70
V-> 20% off -> To Get Net Distributor Cost After Discount Multiply By 0.80

If the distributor asked you the net price on 100 pieces in the example above then this is how you would give it.
"Sir your net price for 100 piece would be $0.60 net per piece with a setup charge of $36.00 Net"
When quoting net prices always add the word net after the price.....net prices are prices where the discount already has been applied or prices that have no discount.

All orders that are printed have a setup charge....setup charge varies between $45/V to $55/v depending on product....setup charge covers machine time to set the job up and also the cost of printing plates....setup charge for each product is shown at the bottom of the page....setup is charged for each location printed ....also if more than 1 color is being printed then there would be a setup charge for each additional color....so if a client has 2 locations printed there will be 2 setup charges....and for 3 locations 3 setup charges.

Additional Location Charges -> All our prices include a 1 color imprint in 1 location on the product.....however if the customer would like a 2nd location imprinted then there will be an additional charge of $0.25/piece net since the product has to be run a 2nd time through the machine...and there will also be a 2nd setup charge to set the 2nd location up for printing....similarly if he would like a 3 location imprint then there would be 2 additional location run charges of $0.25/piece net. (the first color is already included in the price), and 3 setup charges.

Example when a customer asks for a price for 100 pieces of the above product printed on two locations this is how you would give the price:
"Sir your cost for 100 pieces printed on 2 locations would be $1.00 on an R ($1.00/R), with an additional location run charge of $0.25 net per piece and 2 setup Charges of $45 on a V ($45/V)"
repeat this several times with different quantities...(repetition is the best way to learn things fast)

Additional Color Charge -> Similarly if a client would like a 2 color logo there would be an additional color run charge of $0.25/ piece net and 2 setup charges....(the first color print is already included in the cost of the item)....and for a 3 color logo there would be 2 additional color run charges each of $0.25/piece net and 3 setup charges.

Example when a customer asks for a price for 100 pieces of the above product printed with a 2 color logo this is how you would give the price:
"Sir your cost for 100 pieces printed with a 2 color logo would be $1.00 on an R ($1.00/R), with an additional color run charge of $0.25 net per piece and 2 setup Charges of $45 on a V ($45/V)"
repeat this several times with different quantities.

Explanation Of Other Charges

Setup Charge $45/v or $55/V -> Net Cost $36.00 or $ 44.00 ->
All orders that are printed have a setup charge....setup charge varies between $45/V to $55/v depending on product....setup charge covers machine time to set the job up and also the cost of printing plates....setup charge for each product is shown at the bottom of the page....setup is charged for each location printed ....also if more than 1 color is being printed then there would be a setup charge for each additional color....so if a client has 2 locations printed there will be 2 setup charges....and for 3 locations 3 setup charges.

E-Proof Charge $8.00 Net-> Also known as paper Proof Charge....A illustration line drawing is created of the product and sent to the client showing how the logo will appear on the product....Client will check both the positioning and the logo itself to make sure there no errors before approving it....production will only be started after client has approved the proof in writing.
Example-> Customer asks " Do you charge for e-proofs ?"
Your response -> "Sir there is a charge of 8.00 net for e-proofs."

Sample Proof $50.00/T -> Net Cost $35.00
Also known as preproduction proof....A sample proof is made at the clients request before the order is produced to show client how an actual sample will look...Sample Proofs are generally produced on large orders to ensure everything will be fine....production is only started after client approves sample proof in writing.....above cost is for a sample proof with one color one location logo....for additional locations and colors add $50/T per location per color.
Example-> Customer asks " Do you charge for sample proofs ?"
Your response -> "Sir there is a charge of 35.00 net per color per location for sample proofs."

Overrun Sample -> Cost of Item + shipping -> A overrun sample is made at the request of the customer....the print department will produce the whole order and then 1 extra to send to the distributor...usually orders are shipped directly to the end user (customers customer) and sometimes the distributor would like to see how the came out....so he will request an overrun sample....distributors are only charged cost of item + shipping.
Example-> Customer asks " Do you charge for overruns ?"
Your response -> "Sir, the cost for an overrun is cost of item + shipping."

Random Sample -> Free -> Random Samples are requested by distributors to show the product to their clients before they place orders....we make extra printed samples and keep them in the sample department....random samples are sent free by first class mail....if the client wants the sample to be shipped by UPS or Fedex then ask him to provide his account number....sample cut off time is usually 1 pm if being shipped the same day.
Example-> Customer asks " Do you charge for random samples ?"
Your response -> "Sir random samples are sent at no charge by first class mail."

Below minimum charge -> $25/00 Net-> A below minimum charge is charged when the client request a quantity below our minimum amount....our minimum amount is the first column quantity...in the price grid below the minimum would be 100 pieces, so if the client wanted only 50 pieces then he would pay a below minimum fee of $25.00 net for the order.

    100+      250+      500+     1000+    2500+     5000+
   $1.00    $0.95     $0.90     $0.85     $0.80      $0.75

example -> client wants 50 pieces printed....this is how you would give the price:
"Sir your cost for 50 pieces would be $1.00 on an R with a setup charge of $ 45 on a V, and a below minimum charge of $ 25.00 Net"......Remember net prices are prices that have no discount or where the discount has already been applied.

Rush Charges -> See Grid -> When a client wants an order faster than our normal production time a rush charge will apply...in order to see if a rush charge applies we need to first calculate how much production time we will have....begin by asking the client these questions 1) when will we receive his order, 2) when will the client like his order shipped....in many cases they will just give you the date they need the order....in that event then ask them if their order could ship by 1 day air service....if ok then write the dates and put the client oh hold while you calculate the number of production days we will have....then refer to the price grid to see if a rush charge applies....then quote to the client adding the rush charge to the quote
When giving quotes be alert for any dates the client may mention...if client mentions any date he would like the order by then ask him the 2 above questions....then put him on hold and check to see if rush charge applies.

PMS Color Match Charge.-> PMS stands for Pantone Matching System, the company that creates colors....all printers carry the PMS color chart and so it makes it easy for companies to request a certain color identifying it by the unique PMS number.....since there are thousands of shades in each basic color it would be impossible to stock up on all the inks....but fortunately most inks can be made with a formula that we have....however making an ink is time consuming and expensive...therefore for each color that is not one of our standard colors there is a charge of $50/T....Most popular colors are carried by us as standard colors, to see our standard colors chart click here.
Example-> Customer asks " Do you charge for PMS Color Matches ?"
Your response -> "Sir there is a charge of $35.00 net for a PMS Color Match."

Artwork requirements

In the graphics industry there are many programs that are used to design art....however the most popular one is Adobe Illustrator.....we prefer our art files as ESP or PDF illustrator files as they are of the best quality.
So when a client asks you how you would like your art file this is how you would say it:
"Sir, art files are preferred as an illustrator EPS or PDF file, Macintosh files not accepted."

Other Documents You Should Read...
FAQ's -> Frequently Asked Questions And Procedures For Various Situations.
TIPS -> Friendly Suggestions And Some Company Rules & Regulations

 

To Get To Any Of The Training Documents Below Click On The Link
Training Document                     TIPs Document                       FAQs Document