CALL FLOW SALES

Verify Customer Information

🗣️ "I would be more than happy to assist you with placing an order." ⚠️ If the Customer Details Panel is populated with full name, phone number and email address, DO NOT verbally verify. Skip to Retrieve Recipient Information. Make sure that the phone number the customer typically uses when calling us is entered in the first phone field, even if it’s a cell phone. 🗣️ "Is your phone number [PHONE NUMBER]? Thank you. Is this the phone number that you typically use when calling us?”

Verify customer name and street address. 🗣️ "May I have your first and last name and street address please?"

Email

If email exists: 🗣️ “Is your email address still [EMAIL ADDRESS]?” ℹ️ If the email address shows as @privaterelay.appleid.com, ask the customer for their email address and update it

If no email: 🗣️ “May I add an email address to your account in order to send you an emailed confirmation of this order?” If the customer provides an email address, verify it to ensure you captured it correctly.

Retrieve recipient information

🗣️ “[CUSTOMER NAME], are you ordering for yourself or someone else today?"

🗣️ "May I have the last name and zip for the first recipient, please? Thank you." Verify the recipient name and address.

🗣️ "Is this for [RECIPIENT NAME]? And are they still on [STREET NAME]? Thank you."

Original Item 🗣️ "May I have the first item number, please.......Thank you." Sales Offers ⚠️It is a REQUIREMENT to offer an upsell, and add-ons if the window displays at some point during the order. Verify Final Item & Arrival 🗣️ "That is our [ITEM NAME] for [PRICE]. This item will arrive by [DATE]. And the next item number to this address, please?.....Thank you." Greeting

🗣️ “Would you like me to enclose one of our personalized greeting cards for only $5.99, or would you prefer the complimentary greeting on the shipping label?”

🗣️ "How would you like the message and signature to read?" Verify the greeting back to the customer to ensure you captured it correctly. ℹ️ Be sure the greeting includes their name, otherwise recipient won't know who it's from.

Next Recipient 🗣️ "May I have the telephone number of the next recipient, please?" Verify if done ordering

🗣️ "Are you ordering for anyone else today?”
If the customer answers, “no”, offer Telephone Special.

Telephone Special

🗣️ "For calling in today you qualify for our [ITEM NAME AND DESCRIPTION] which is on sale for a limited time. It's a great value at only [PRICE] -- a savings of [SAVINGS AMOUNT]! Would you like to add this to your order?" ℹ️ Customize the offer and use descriptive words! ! (if accepted, you must make all applicable sales offers on the new order)

Passport offer

🗣️ "Let me tell you about our Celebrations Passport Program! This yearly membership provides you with free standard shipping and no service charge on eligible products from our family of brands. The annual cost is only $29.99 and membership benefits can start today, including Free Shipping and No Service Charge on this order. Would you like to enroll today?" ⚠️It is a REQUIREMENT to read the T&Cs verbatim if the customer accepts your Passport offer.

Payment

🗣️ "Your order total is [ORDER TOTAL]."

CLICK TO MASK THE CALL ⚠️It is a REQUIREMENT that the entire payment portion of the call be MASKED. This includes when reading/verifying the bankcard number, 4-digit bankcard token, expiration date, and CVV code. If token DOES NOT display: Verify credit card information given. 🗣️ “May I have your credit card number and expiration date please? And the 3 or 4 digit security code on your card please? Thank you.” If token DOES display: 🗣️ “What are the last four digits of the bankcard you wish to use on this order?” CLICK TO UNMASK THE CALL

Closing Verbiage

🗣️ "Is there anything else I can help you with?" 🗣️ "Thank you for shopping with [BRAND NAME]." Add a warm closing such as, 🗣️ "It's been a pleasure speaking with you today, have a wonderful day" or "Thank you for shopping with [BRAND NAME] and have a wonderful day!"

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