Capítulo II MARCO TEÓRICO
11. En la Escuela Superior Politécnica del Litoral se presenta un trabajo llamado “Implementación de un nuevo local de eventos en el sector sur de la ciudad de
2.2 Fundamentación teórica
2.2.8 La lealtad del cliente y el marketing de relaciones:
The Ticket Information screen can be accessed by adding or editing a ticket. The Ticket Information
screen holds all of the information about a client's appointment or a product being purchased. The Ticket Information screen serves several purposes:
l It contains the appointment scheduling information
l It details products and services associated with the specific appointment
l It tracks all personnel, costs, taxes, discounts, coupons, tips, gift certificates, etc. associated
with the appointment
l It tracks payment information and calculates change l The information will be printed as a customer receipt
Ticket Information: this section is located in the upper-left corner of the Ticket Information screen.
Chapter 7: Appointment Book
1. Enter the scheduled appointment date in the Date Scheduled field. The default date will typically be today. You can change the date in the following ways:
a. Type the date directly in the information box.
b. Use the down arrow to the right of the box to access a drop-down calendar for date selection. 2. If this appointment is going to be a recurring appointment, click the Recurring Appointment button.
a. The Recurring Dates screen will appear. b. Click the Add Multiple Dates button.
c. Enter the Start date in the Start of Recurrence section. You may enter your choice directly, or use the arrow to bring up a calendar to select the date.
d. Select one of the following choices from the End of Recurrence section:
l End after |___| occurrences: have the schedule end after a specific number of
appointments
l End on or before: end on a specific date
e. Choose from the following in the Recurrence section:
i. Daily: schedule the appointments in intervals over a specific number of days. This will cause the heading for the section to the right to change to Daily and produce the Every
field for entry of the desired interval in days. Enter in how often the recurrence should be, i.e. entering 3 in the Every field will produce an interval of an appointment to recur every 3 days.
ii. Weekly: schedule the appointments in intervals of a specific number of weeks. This will cause the heading for the section to the right to change to Weekly. Check the day(s) of the week that you would like to have this appointment recur on. Enter the number of weeks between appointments in the Every field, i.e. entering 2 in the Every field and checking
Tuesday would schedule this appointment for every other Tuesday.
iii. Monthly: schedule the appointments in intervals of a specific number of months. This will cause the heading for the field to the right to change to Monthly. There are two options for monthly recurrence:
l Day: the appointment will be on a specific date of the month for a selected interval
of months. Enter the date and monthly interval in the appropriate boxes, i.e. if you want to schedule for the 5th of every other month, you would enter 5 in the first box, and 2 in the second box
l The: the appointment will be on a specific day of a specific week of the month for a
selected interval of months. Use the drop-down entries to make the weekly and daily selections in the first two boxes, and then enter the monthly interval in the last box, i.e. selecting Third in the first box, Friday in the second box, and the number 2 in the last box would produce a schedule of appointments on the third Friday of every other month
f. Use the Test button located in the lower, left to view the schedule you created.
g. When you have completed the entries click the OK button to return to the Recurring Dates
screen.
h. Click OK again to return to the Ticket Information screen.
i. A ticket with recurring appointments should be scheduled via the Schedule/Leave Open button. Do not click the Check Out/Close button to close a ticket when the ticket includes recurring appointments, or the appointments scheduled on recurring dates will be scheduled as closed
Chapter 7: Appointment Book
tickets. Once the recurring schedule has been set, the ticket can be closed as normal. 3. Enter any comments in the Comment field.
4. When finished with entering the Ticket Information, move on to the remaining sections of the ticket or click the Schedule/Leave Open or Check Out/Close buttons.
Client Information: this section is located in the upper-right of the Ticket Information screen. It is useful in adding new tickets, as it allows you to look up previous appointment information to determine client history and preferences, i.e. you could press the Purchases button to determine what products the client normally purchases.
1. Click any of the buttons to view a client's information. a. View Info: view the client's information.
b. Edit Info: edit the client's information, such as address or phone number. c. Purchases: view the client's previous purchases.
d. Notes: view the client's notes.
e. Pictures: view/take/manage the client's pictures.
2. You can also click the Change Client button to select a different client for this appointment.
3. When finished with entering any Client Information, move on to the remaining sections of the ticket or click the Schedule/Leave Open or Check Out/Close buttons.
Appointment Details: this section is the large information grid located in the center area of the Ticket Information screen. It contains multiple columns for entering details and cost information on all products and services associated with the appointment.
1. Click on the Employee column. Use the drop-down employees list, and click on the employee that will be performing the service on the ticket. If the ticket was added from the Appointment Book screen, the default employee on the ticket will be the employee from the appointment book.
2. Move to the Start column and enter the desired service starting time. Orchid Medical Spa Software will have entered, as a default, the time the ticket was added assuming an immediate start. If the ticket was added from the Appointment Book screen, the default time will be the time from the appointment book.
3. Move to the ID column and enter the appropriate Product ID or Service ID. You can move to this and other points in the field by clicking on the desired cell with the mouse or by using the arrow keys (up, down, left, right) on your keyboard. If you are unsure of the correct Product ID or Service ID, double click in the ID column to reach the Look Up screen.
a. In the Display section, located in the lower-left portion of the window, there are choices for displaying the following items:
l Products l Services
l Products and services
l All Products, services, and backbar products l Backbar products
l Packages l Coupons
b. In the Show Only section you can select to display items by their product or service category or services that can be performed by particular employees.
Chapter 7: Appointment Book
c. Select to sort the list in the Sort List By section
l Name
l ID l Price
d. You may enter an ID or a partial product or service description in the Search section. Your search will be limited to the criteria you've already selected. Click the Clear button if there is a previous entry in this field, or if you do not want this search limitation.
e. With the above fields set, locate the appropriate product or service. Double-click that item to add it and return to the Ticket Information screen.
f. If the client is redeeming a Pre-Paid service, add the item to the ticket by ID or use the Redeem Pre-Paid Service button just below the appointment details section. Click the button and the
Select Pre-Paid Service To Redeem window will be displayed. Once the service to be redeemed has been added to a ticket, the client's pre-paid service items will be adjusted to reflect the new item balance.
4. After entries in the Employee, Start Time, and ID columns, Orchid Medical Spa Software will have made automatic (default) entries in the remaining columns for that row. These entries are based on the information you entered for the specific product or service. You may change any entry item by moving to the appropriate box and entering the new information.
a. Mins: the time, in "mins." that the selected employee normally takes to perform that service. b. Type: could be any of the following:
l P: product
l S: service or service setup time l X: service processing time l F: service finish time
l E: resource linked to a service l R: product return (add to inventory)
l D: product return (do not add to inventory) l V: service return
l G: gift certificate purchase l L: loyalty points reward l M: multi-ticket checkout l C: client credited
l T: amount due transferred to client's balance l N: note or comment
c. Description: the product or service description. d. Price: the price of the product or service.
e. Tax: the taxable status of the product or service (a checked box means the item is taxable). f. Backbar: the cost of products used in performing a service.
g. Qty Purch: quantity purchased, or the number of products or services being purchased under that specific ID or description.
h. Qty Used: quantity used, or the number of products or services being used during this visit. i. Discount: the percentage or dollar discount being offered for the product or service, i.e. you may
be offering a special $2.00 or 10% off discount on some items. To enter a percentage discount
Chapter 7: Appointment Book
use the percentage sign after the numerical value.
j. Total: the total price for the product or service entered under that ID. This will reflect the normal price less any offered discounts.
k. Commission Based On: the price that the employee's commission is based on. Enter a new value if the desired commission is different from that listed.
5. If there are additional products or services associated with this appointment, move to the second row of the Appointment Details grid and continue adding entries. If you are entering a product, or, if the same employee is to perform the service, you may start with the ID column. You may frequently have multiple employees listed, as one may perform Botox and another Chemical Peel.
6. When finished with entering the Appointment Details, move on to the remaining sections of the ticket or click the Schedule/Leave Open or Check Out/Close buttons.
General Information: this section is located in the lower-left corner of the Ticket Information screen. 1. Created by: identifies the person or method used to create the original ticket.
a. Click on the down arrow next to Created by.
b. This will produce a drop-down list that is initially set with the following choices:
l (blank) l Main Desk l Walkup l Phone In
c. Select your choice.
d. The Created by list can be customized to include different or additional options. i. Click the Edit button to the right of the Created by field.
ii. The Created By Types screen will appear. iii. Click the Add button.
iv. Type in the new name of the created by type, i.e. an employee's name. v. Click the OK button.
vi. Repeat Steps iii-v for each created by type that you would like to add.
vii. You can click on a Created by type and use the Move Up and Move Down buttons as needed to re-order the list.
viii. The top entry in the list of choices will be the default entry on the Ticket Information
screen. For this reason, we recommend leaving the top entry as (blank)
ix. Click OK when finished revising your list.
2. Confirmed: identifies the person or method used to remind a client and confirm an upcoming appointment.
a. Click on the down arrow next to Confirmed.
b. This will produce a drop-down list that is initially set with the following choices:
l (blank)
l Phone (Direct)
l Phone (Answering Machine) l In person
l E-mail
c. Select your choice.
Chapter 7: Appointment Book
d. The Confirmed list can be customized to include different or additional options. i. Click the Edit button to the right of the Confirmed field.
ii. The Confirmation Types screen will appear. iii. Click the Add button.
iv. Type in the new name of the confirmed type, i.e. Fax. v. Click the OK button.
vi. Repeat Steps iii-v for each confirmation type that you would like to add.
vii. You can click on a confirmation type and use the Move Up and Move Down buttons as needed to re-order the list.
viii. The top entry on the list of choices will be the default entry on the Ticket Information
screen. For this reason, we recommend leaving the top entry as (blank). ix. Click OK when finished revising your list.
3. Referral: identifies how the customer heard about the business or why they came in. a. Click on the down arrow next to Referral.
b. This will produce a drop-down list that is initially set with the following choices:
l (blank) l Request l Transient
l New
l New Request
c. Select your choice.
d. The Referral list can be customized to include different or additional options. i. Click the Edit button to the right of the Referral field.
ii. The Referrals List screen will appear. iii. Click the Add button.
iv. Type in the new name of the referral type, i.e. Magazine Ad. v. Click the OK button.
vi. Repeat Steps iii-v for each referral type that you would like to add.
vii. You can click on a referral type and use the Move Up and Move Down buttons as needed to re-order the list.
viii. The top entry on the list of choices will be the default entry on the Ticket Information
screen. For this reason, we recommend leaving the top entry as (blank). ix. Click OK when finished revising your list.
4. Redeem: redeem a gift card, gift certificate, or coupon.
a. If you know the coupon ID, type that ID under the ID column.
b. If you do not know the coupon ID, click the Coupon button next to Redeem. c. The Look Up screen will appear.
d. Make sure the Display section is set to Coupons. e. Double-click the appropriate coupon.
f. Repeat Steps b-e for as many coupons as you would like to redeem on this ticket. g. Click Check Out/Close or Schedule/Leave Open to save the ticket as needed. 5. Purchase: purchase a gift card or gift certificate.
a. For more information on redeeming and purchasing gift cards and certificates, see the Tender
Chapter 7: Appointment Book
Tracking and Transactions chapter.
6. When finished with entering the General information, move on to the remaining sections of the ticket or click the Schedule/Leave Open or Check Out/Close buttons.
Special Button: located in the lower-right side of the Ticket Information screen under the Void button, and to the right of the No Show button. The Special button brings up a separate menu that allows the user to perform a variety of ticket related tasks from clearing the entire ticket to checking it for errors.
1. Click the Special button.
2. A menu will appear with fifteen options:
a. Check Ticket: checks the ticket for errors or problems. b. Delete Ticket: deletes the ticket from the database.
c. Add Ticket to Multi-Ticket Checkout: adds the ticket to the current list of tickets for a multi- ticket checkout.
d. Cancel Ticket: cancels the ticket. e. Void Ticket: voids the ticket.
f. No Show: records the ticket as a no show for the client. g. Gift Card: brings up a sub-menu with the following options:
i. Redeem Gift Card: redeem an already purchased gift card. ii. Purchase Gift Card: purchase a gift card.
iii. Add to Balance: add money to an already purchased gift card.
iv. Look Up Balance and History: look up a gift card's current balance and purchase history. h. Client Balance: brings up a sub-menu with the following options:
i. Use Available Credit: use a positive credit to pay for services or products.
ii. Add Additional Credit/Pay Off Balance: add to the current positive credit the client can spend, or pay off any negative balance that the client owes.
iii. Close Ticket And Add Amount Due to Client's Balance: close the ticket and add the unpaid remainder to the client's negative balance.
iv. Show Client's Balance: shows the current positive or negative balance that the client has with the business.
i. Loyalty Points: brings up a sub-menu with the following options:
i. Redeem Loyalty Points: redeem accrued loyalty points for a loyalty option.
ii. Add Loyalty Points: add loyalty points to the current loyalty point balance. For more information on Loyalty Points see the Marketing chapter.
j. Reminders: brings up a sub-menu with the following options:
i. Add Reminder for this Ticket: add a reminder to the ticket. This is useful when originally scheduling the appointment, as you can leave notes for other employees.
ii. View Reminders for this Ticket: view any reminders associated with the ticket. k. Purchase Gift Certificate: purchase a gift certificate.
l. Claim Tips: claim any tips associated with the ticket.
m. Clear All Items: clears all items from the appointment details. n. Print Ticket: print a copy of the ticket.
o. Print Tip Line Receipt: print a copy of the receipt with the tip line added. This is typically used with credit card transactions.
Chapter 7: Appointment Book
3. When finished with using the Special button features, move on to the remaining sections of the ticket or click the Schedule/Leave Open or Check Out/Close buttons.