Final Voice Assessment

Step 1: Thank you for calling Harry and David, my name is Drei. May I help you with an order?!

Step 2: I'm sorry that you've experience that inconvenience with us, but I assure you that we value your business, so to make things right for you let me personally place an order for you.

Step 3. For the security of your account, may I know your first and last name please, followed by your address and email address please. (thank you (CX Name) for providing that information.)

Step 4: (CX), are you ordering for yourself or someone else today? May I know the recipients name and the occassion please? (Interact with the customer)

Step 5: (If CX doesn't have idea what to order suggest anay from HND Website) EX: "Option 1: All Occasions | Harry's Gift Box That's wonderful. If you're looking for one of our most popular gifts that's perfect for nearly any occasion, I highly recommend our Harry's Gift Box. It's one of our best sellers because it includes a delicious assortment of premium treats, such as our signature Royal Riviera® Pears, gourmet snacks, and sweet favorites that recipients truly enjoy. Many customers choose this gift when they're unsure of the recipient's preferences because it offers a great variety and provides an impressive unboxing experience. This is only for $59.99. (The total would be $ including the shipping fee)

Step 6: May I have the recipient's name, address and contact number? When would you like this to be delivered?

Step 7: (CX name) May I have your credit or debit card number please?

Step 8: (Upsell) While I'm processing your order would you like to order (any item with promotion in the HND website) for yourself? (get any promotion/item in HND website)

Step 9. 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?

Step 10: (Recap) So just to confirm, you ordered ________/ Your card number would be ______

Step 11: (Offer Further Assistance) (CX Name) is there anything else that I can help you with?

Step 12: Closing Spiel (Interact with the customer more to build casual-like connection like "please tell your mother that I said happy birthday.) alright(CX Name) thank you so much for doing business with Harry And David have a wonderful day today, bye bye for now.

I would like to thank you for trusting and (for) doing business with Harry And David and for allowing me to make things right for you, Tell your mother that I said happy birthday, I hope both of you have a wonderful day.

I would like to thank you for trusting and me (for) doing business with Harry And David and for allowing me to make things right for you, Tell your mother that I said happy birthday, I hope both of you have a wonderful day.