SALES CALL SCRIPT

phone number of the recipient;

Agent :Welcome to 1-800 flowers.com my name is Edezel. How may I assist you today?

customer: hi there, i'd like to place an order for a birthday gift for my mom.

SALES CALL (AGENT): What a lovely idea! but before that i would like to say happy birthday to your mom. To better assist you, can i please have your full name and also your home address.

CUSTOMER: MY NAME IS REM SMITH and I'm from 456 Elm street, suite 3 LOS ANGELES.

SALES CALL (AGENT): Thank you, Rem. We have a beautiful selection. What type of arrangement would you like to send to rufa thompson today?

CUSTOMER: I saw the classic white roses on your 1-800-Flowers.com website. I specifically want white roses—at least 18 stems.

SALES CALL (AGENT): Excellent choice. White roses are timeless and elegant. Let me check the availability for an 18-stem white rose arrangement for you… Yes, we absolutely have the 18 Stem WHITE rose elegance available for delivery in RUFA area. How does that sound?

CUSTOMER: Perfect.

SALES CALL (AGENT): The 18-stem arrangement can be upgraded to include one of our signature glass vases for an added fee, which provides a beautiful presentation upon delivery. If you prefer, you can also choose a simple wrapped bouquet without the vase. Which option would you like?

CUSTOMER: A vase would be great.

SALES CALL (AGENT): Great choice! Adding the vase really completes the gift. When would you like these beautiful white roses delivered for Rufa's birthday?

CUSTOMER: I'd like them delivered this coming december 1st before 12 in the afternoon, if possible.

SALES CALL (AGENT): Yes, we offer same-day and future-date delivery options. Morning delivery is available, but there’s a small additional charge to guarantee that specific time slot. Would you prefer to ensure morning delivery for her special day?

CUSTOMER: Yes, please make sure they get there in the morning.

SALES CALL (AGENT): Noted. Now for the personal touch—would you like to add a complimentary card message to the gift?

CUSTOMER: Yes, please write: "Happy Birthday, Mom! I love you so much and wish I could be there. Love, Rem."

SALES CALL (AGENT): Absolutely! I’ll include your heartfelt note on a simple, elegant card. Now, in the rare event the florist needs to substitute any specific greenery or secondary flowers due to availability, is a substitution okay as long as the 18 white roses remain the star?

CUSTOMER: Yes, substitution for the little filler flowers is fine.

SALES CALL (AGENT): Understood. We'll keep the design integrity. Do you happen to know if Christine has any flower allergies we should be careful about?

CUSTOMER: Oh, yes! She's allergic to lilies.

SALES CALL (AGENT): Thank you for letting me know. I’ll make sure a specific note is added to her order to guarantee no lilies are included in the arrangement. May I have the delivery address for her home now?

CUSTOMER: It's 123 Main Street, Anytown, State, Zip Code.

SALES CALL (AGENT): Thank you. Do you have any special delivery instructions? Some customers leave notes like “Please call upon arrival” or “Leave at the front desk/porch if no answer.”

CUSTOMER: Just "Leave at the front porch if she’s not home."

SALES CALL (AGENT): Perfect. Before I finalize everything—would you like to receive tracking updates via SMS text message or email?

CUSTOMER: Email is fine.

SALES CALL (AGENT): Wonderful. Your order for the 18 Stem White Rose Bouquet in a Signature Vase, with morning delivery this Friday and no lilies, is now successfully placed! You’ll receive a confirmation email shortly. Is there anything else you'd like to check today? For example, adding our protection plan, including delivery photo confirmation, or setting reminders for future occasions?

CUSTOMER: Does your service include a picture of the actual arrangement when it's delivered?

SALES CALL (AGENT): It is in most areas as a standard service now. I’ll include the delivery photo confirmation for your order at no extra cost to provide peace of mind.

CUSTOMER: That’s great, thank you so much!

SALES CALL (AGENT): You’re very welcome, Joyce. It’s been a pleasure assisting you in making Christine’s birthday special. Have a wonderful day!