ChippedHammer
July 9th, 2008, 12:46 PM
While googling for a few things (heating mantle) I found a interesting PDF aimed at people working in pharmaceutical and chemical supply stores. At the end they had a few group training situations.
THE TELEPHONE ENQUIRY
A suburban branch of a large chemical distribution company. The internal
Setting:
sales staffer, Gina, has been with the company for several years and is
quickly suspicious of �B�.
Gina: Barret Chemicals, can I help you?
B: Yes I wanted to place an order for some Phenylacetic
Acid.
Gina: Do you have an account with us sir?
B: No. Is that necessary?
Gina: For that particular chemical yes.
B: And that would be the case everywhere else?
Gina: Yes pretty much so. You would realise of course that it�s a
Category 1 chemical.
B: How do you mean?
Gina: Well sir we can�t take an order from you unless you have an account with us.
B: Oh well that�s fine. I�ll open an account then. You do stock Phenylacetic Acid
then?
Gina: Well we wouldn�t have it on our shelves right now. I�d have to check on the
computer for you. If we do have to get it in for you there would probably be
about a week�s delay before we could deliver. How much were you wanting to
order?
B: We need 15 kilos. What is it a kilo?
Gina: Well you�re looking at 500 dollars per kilo so that would be 7,500.
B: Fine. Does it always take that long to get in? I mean we need it pretty quickly. Can�t you speed it up a bit?
Gina: I�m afraid not. As I said I�m not even 100% sure of its
availability. But I can check with the warehouse fairly quickly on that if you
want me to.
B: Yes please. When could I know if it�s available?
Gina: I could ring you back in 15 minutes if that suits you.
B: It would probably be a lot easier if I rang you back in 15. I�m in and out so
you probably wouldn�t catch me.
Gina: Well I�m going to need some kind of contact if you want me to let you know
about availability.
B: I see. Well I�ll give you my mobile number.
It�s 018 333 3333.
Gina: And what was your name sir?
B: Andrew Parsons. But like I said I�ll ring you back in about 15 minutes.
Gina: Well I�ll be taking my break soon so I�ll leave the details with Jenny Bishop.
She�s internal sales and can give you some more details about opening an
account. If I�m not around you can speak to her. Do you want her direct
number?
B: Yeah! that�d be good.
Gina: It�s 123 45678 (By prior arrangement this number could in fact be a Direct number to -a Company supervisor; Authority personnel or to the Drug Squad)
B: Thanks very much.
Gina: You�re welcome.
Seems like a perfectly normal order to me :)
At the end there was some useful information - a big list of what not to do
SOME INDICATORS OF SUSPICIOUS ORDERS OR ENQUIRIES
INDICATORS WHICH CAN BE USED BY INDUSTRY PERSONNEL
TO IDENTIFY SUSPECT CUSTOMERS OR CHEMICAL SHIPMENTS
- A new customer or unfamiliar representative of an established customer who deviates from previous ordering methods.
- A �walk-in� customer (personal appearance).
- An offer to pay an excessive price for certain chemicals or for rapid delivery.
- Cash payments, even for large purchases.
- Requests to have the merchandise delivered in non-commercial or unmarked packing.
- Purchases in small containers even when industrial use is claimed.
- Irregular ordering patterns.
- Unusual quantities ordered.
- Orders or purchases by persons or companies with no obvious need for these chemicals.
- Indications of intended use that is inconsistent with the chemical ordered.
- Merchandise that is collected with the purchaser�s own vehicle.
- Request for delivery by air freight.
- Delivery to a post office box or other incomplete address.
- Failure or unwillingness to supply a telephone number or an address.
- Lack of business acumen.
- Absence of standard business stationery.
- Reluctance to supply a written order.
- Orders for more than one precursor chemical.
- Orders to universities or well-known companies where the normal arrangements for ordering are used but delivery is requested to a specific individual.
- Orders to companies which are not known and cannot readily be traced in trade directories.
- Orders for chemicals with delivery instructions where the cost of delivery or routing exceeds the cost of the merchandise.
- An established customer who deviates from previous orders or ordering methods.
- A customer who has difficulty in pronouncing chemical names, titles of equipment, etc.
- A customer who is vague about the company address, telephone number and reason for desiring a listed chemical.
- A customer who prefers to pay by cashiers cheque, postal money order, etc.
- A customer who is not a member of a trade, professional, or business association.
- A customer who furnishes false or suspicious addresses, telephone numbers, references etc.
- A customer whose communication either by telephone, mail or other means is not
conducted or prepared in a professional manner.
- A customer who requests other unusual methods or routes of shipment, or who provides unusual shipping, labelling or packing instructions.
- A customer who purchases unusual quantities or combinations of chemicals or glassware in contrast with customary practice and usage.
- Use of a freight forwarder as ultimate consignee.
- Use of intermediate consignee(s) whose location or business are incompatible with the end-user�s nature of business.
- Evasive responses to any questions, or responses that indicate a lack of basic knowledge of the industry, or inability to supply information on whether listed chemicals are for domestic use or export.
THE TELEPHONE ENQUIRY
A suburban branch of a large chemical distribution company. The internal
Setting:
sales staffer, Gina, has been with the company for several years and is
quickly suspicious of �B�.
Gina: Barret Chemicals, can I help you?
B: Yes I wanted to place an order for some Phenylacetic
Acid.
Gina: Do you have an account with us sir?
B: No. Is that necessary?
Gina: For that particular chemical yes.
B: And that would be the case everywhere else?
Gina: Yes pretty much so. You would realise of course that it�s a
Category 1 chemical.
B: How do you mean?
Gina: Well sir we can�t take an order from you unless you have an account with us.
B: Oh well that�s fine. I�ll open an account then. You do stock Phenylacetic Acid
then?
Gina: Well we wouldn�t have it on our shelves right now. I�d have to check on the
computer for you. If we do have to get it in for you there would probably be
about a week�s delay before we could deliver. How much were you wanting to
order?
B: We need 15 kilos. What is it a kilo?
Gina: Well you�re looking at 500 dollars per kilo so that would be 7,500.
B: Fine. Does it always take that long to get in? I mean we need it pretty quickly. Can�t you speed it up a bit?
Gina: I�m afraid not. As I said I�m not even 100% sure of its
availability. But I can check with the warehouse fairly quickly on that if you
want me to.
B: Yes please. When could I know if it�s available?
Gina: I could ring you back in 15 minutes if that suits you.
B: It would probably be a lot easier if I rang you back in 15. I�m in and out so
you probably wouldn�t catch me.
Gina: Well I�m going to need some kind of contact if you want me to let you know
about availability.
B: I see. Well I�ll give you my mobile number.
It�s 018 333 3333.
Gina: And what was your name sir?
B: Andrew Parsons. But like I said I�ll ring you back in about 15 minutes.
Gina: Well I�ll be taking my break soon so I�ll leave the details with Jenny Bishop.
She�s internal sales and can give you some more details about opening an
account. If I�m not around you can speak to her. Do you want her direct
number?
B: Yeah! that�d be good.
Gina: It�s 123 45678 (By prior arrangement this number could in fact be a Direct number to -a Company supervisor; Authority personnel or to the Drug Squad)
B: Thanks very much.
Gina: You�re welcome.
Seems like a perfectly normal order to me :)
At the end there was some useful information - a big list of what not to do
SOME INDICATORS OF SUSPICIOUS ORDERS OR ENQUIRIES
INDICATORS WHICH CAN BE USED BY INDUSTRY PERSONNEL
TO IDENTIFY SUSPECT CUSTOMERS OR CHEMICAL SHIPMENTS
- A new customer or unfamiliar representative of an established customer who deviates from previous ordering methods.
- A �walk-in� customer (personal appearance).
- An offer to pay an excessive price for certain chemicals or for rapid delivery.
- Cash payments, even for large purchases.
- Requests to have the merchandise delivered in non-commercial or unmarked packing.
- Purchases in small containers even when industrial use is claimed.
- Irregular ordering patterns.
- Unusual quantities ordered.
- Orders or purchases by persons or companies with no obvious need for these chemicals.
- Indications of intended use that is inconsistent with the chemical ordered.
- Merchandise that is collected with the purchaser�s own vehicle.
- Request for delivery by air freight.
- Delivery to a post office box or other incomplete address.
- Failure or unwillingness to supply a telephone number or an address.
- Lack of business acumen.
- Absence of standard business stationery.
- Reluctance to supply a written order.
- Orders for more than one precursor chemical.
- Orders to universities or well-known companies where the normal arrangements for ordering are used but delivery is requested to a specific individual.
- Orders to companies which are not known and cannot readily be traced in trade directories.
- Orders for chemicals with delivery instructions where the cost of delivery or routing exceeds the cost of the merchandise.
- An established customer who deviates from previous orders or ordering methods.
- A customer who has difficulty in pronouncing chemical names, titles of equipment, etc.
- A customer who is vague about the company address, telephone number and reason for desiring a listed chemical.
- A customer who prefers to pay by cashiers cheque, postal money order, etc.
- A customer who is not a member of a trade, professional, or business association.
- A customer who furnishes false or suspicious addresses, telephone numbers, references etc.
- A customer whose communication either by telephone, mail or other means is not
conducted or prepared in a professional manner.
- A customer who requests other unusual methods or routes of shipment, or who provides unusual shipping, labelling or packing instructions.
- A customer who purchases unusual quantities or combinations of chemicals or glassware in contrast with customary practice and usage.
- Use of a freight forwarder as ultimate consignee.
- Use of intermediate consignee(s) whose location or business are incompatible with the end-user�s nature of business.
- Evasive responses to any questions, or responses that indicate a lack of basic knowledge of the industry, or inability to supply information on whether listed chemicals are for domestic use or export.