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COPY PASTE FOR WINTER CELEBRATIONS
Winter Celebrations Winter is a season full of celebrations—Thanksgiving, Christmas, Hanukkah, and Kwanzaa. During this time, people give gifts to connect with loved ones, honor traditions, and share joy. Understanding the meaning behind these gifts helps us guide customers to the right products and create memorable experiences.
Why People Gift During the holiday season, gifts serve multiple purposes: Connection Tradition & Culture People give to show care, love, or appreciation, strengthening relationships with family, friends, and colleagues. Holidays often come with longstanding customs; customers want gifts that help honor these traditions. Appreciation & Gratitude Celebration & Joy Many gifts are expressions of thanks for support, friendship, or accomplishments. Gifts create memorable moments and bring happiness to both the giver and receiver.
Lesson Summary Gifting Strengthens Connections Gifts are a way to show care, love, and appreciation, helping people strengthen relationships with family, friends, and colleagues. Gifts Express Gratitude People give gifts to say thank you, celebrate accomplishments, and show appreciation for others during the season. Gifts Reflect Tradition & Culture Many holiday gifts align with longstanding traditions and cultural practices, helping customers honor meaningful celebrations. Gifts Bring Joy and Create Memories Beyond practical value, gifts create happiness, memorable moments, and a sense of celebration for both giver and receiver. ...... Thanksgiving Thursday, November 27th, 2025 A U.S. holiday where people give thanks for their blessings, often celebrating with a large meal featuring turkey. The focus is on gratitude, family, and togetherness.
Some people may celebrate Friendsgiving if family is far away, or they may celebrate both with family and friends. Customers often choose gifts that feature turkey imagery, fall leaves, and red, orange, or brown colors, such as gourmet baskets, pies, and snacks with fall flavors like pumpkin or apple.
Thanksgiving Gifts Harry&David Brand: Harry & David Product Name: Belgian Milk Chocolate Turkey Centerpiece Product Code: 28572X
Brand: Wolferman's Bakery
Product Name: Autumn Mornings Gift Basket
Product Code: 51585W
Brand: Vital Choice
Product Name: MSC Wild Alaskan Sockeye Salmon Whole Petite Fillets - 5.5 lb box
Product Code: 60363H
Brand: Harry & David
Product Name: Gourmet Turkey Feast
Product Code: 33115X
Brand: Wolferman's Bakery
Product Name: Fall Gift Basket
Product Code: 51806W
Brand: Vital Choice
Product Name: Wild Crab and Shrimp Cakes Easy-Does-It Dinner
Product Code: 60831H
Brand: 1-800-Flowers.com
Product Name: Autumn Wishes™ Centerpiece
Product Code: 147199
Brand: Shari's Berries
Product Name: Happy Turkey Day™ Dipped Strawberries
Product Code: 192837
Brand: 1-800-Baskets.com
Product Name: Cornucopia of Fruit Gift Basket
Product Code: 93825
Brand: Simply Chocolate
Product Name: Happy Thanksgiving 18pc Chocolate Box
Product Code: 179864
Brand: Fruit Bouquets
Product Name: Thanksgiving Dipped Fruit Platter
Product Code: 192124
Brand: 1-800-Flowers.com
Product Name: Give Thanks Turkey Centerpiece
Product Code: 158437
Brand: Shari's Berries
Product Name: Gourmet Fall Dipped Fancy Strawberries™
Product Code: 193518
Brand: 1-800-Baskets.com
Product Name: Autumn Harvest Fruit & Sweets Box
Product Code: 93824
Brand: Simply Chocolate
Product Name: Simply Chocolate® Chocolate Cornucopia
Product Code: 179866
Brand: Fruit Bouquets
Product Name: Fall Delight™
Product Code: 192129
Brand: Cheryl's Cookies
Product Name: Turkey Gift Basket
Product Code: 256061
Brand: The Popcorn Factory
Product Name: Tins With Pop® 1.75 Gallon Happy Thanksgiving Gourds 3 Flavor
Product Code: TWP200F43
Brand: Cheryl's Cookies
Product Name: Gobble Til Ya Wobble Treats Gift Box
Product Code: 246661
Brand: The Popcorn Factory
Product Name: Tins With Pop® Happy Thanksgiving Turkey
Product Code: TWP200D9
Hanukkah Evening of Sunday, December 14th - Monday, December 22nd 2025 Hanukkah is a Jewish holiday celebrated for eight nights, often associated with lighting a menorah (a candle holder with eight branches), giving small gifts, festive foods, and spending time with family and friends. Customers may choose gifts that feature blue and silver colors or festive foods like chocolates and cookies to reflect the warm, light-filled spirit of Hanukkah.
Brand: Harry & David
Product Name: Eight Nights of Hanukkah Gift go on learning asseement!!!!
Christmas Thursday, December 25th, 2025 A Christian holiday celebrating the birth of Jesus Christ, often associated with family gatherings, festive decorations, and the spirit of giving. Customers typically choose thoughtful gifts like cookies, chocolates, flowers, or holiday baskets that spread joy and appreciation. Red, green, and gold colors and imagery like trees, ornaments, and ribbons are common in products.
Go on Learning to fininsh!!!
Kwanzaa Friday, December 26th - Thursday, January 1st 2026 An African American holiday that celebrates community, culture, and heritage over seven days. Each day focuses on a guiding principle such as unity or creativity. Customers may choose gifts that reflect togetherness and thoughtfulness, such as fruit baskets, gourmet treats, or floral arrangements in red, black, and green colors. Kwanzaa Gifts ( learning assessment )
Lesson Summary Thanksgiving Celebrated on the fourth Thursday in November, Thanksgiving focuses on gratitude and togetherness. Customers often choose gifts featuring turkey imagery, fall leaves, and seasonal flavors like pumpkin or apple. Christmas Observed on December 25, Christmas centers on family gatherings and the spirit of giving. Customers typically select gifts like cookies, chocolates, flowers, or holiday baskets in red, green, and gold. Hanukkah This Jewish holiday is celebrated for eight nights, often involving lighting a menorah and giving small gifts. Popular items include blue and silver treats, chocolates, cookies, and festive foods. Kwanzaa Kwanzaa honors community, culture, and heritage through seven guiding principles. Gifts often reflect togetherness, such as fruit baskets, gourmet treats, or floral arrangements in red, black, and green.
Sales & Service Tips Delivering Exceptional Holiday Experiences It’s the holiday season, and customers are shopping for gifts for their loved ones. Every interaction is an opportunity to provide the best customer experience, whether through sales or service. Hover over each image to explore each tip.
Empathy is key Delivering Exceptional Holiday Experiences Delivering Exceptional Holiday Experiences It’s the holiday season, and customers are shopping for gifts for their loved ones. Every interaction is an opportunity to provide the best customer experience, whether through sales or service. Hover over each image to explore each tip.
Empathy is key Opportunities for Multiple Sales Make Gifting Easy
Upselling, Cross-Selling, and Add-Ons Click each term for scripting examples.
Upsell
Offer a larger or premium version of the product.
Cross-Sell
Suggest complementary items that pair well with the gift.
Add-ons
Highlight eligible items that ship with the gift.
Upselling, Cross-Selling, and Add-Ons Click each term for scripting examples.
Upsell
Offer a larger or premium version of the product.
Cross-Sell
Suggest complementary items that pair well with the gift.
Add-ons
Highlight eligible items that ship with the gift.
Setting Realistic Expectations Just like people plan holiday celebrations, we help our customers by setting clear delivery expectations. Knowing each brand’s options ensures gifts arrive on time and bring joy to every recipient. Brand Delivery Options Restrictions/Notes The Popcorn Factory Ground, 2-day, and overnight via FedEx/USPS. APO/FPO deliveries (up to 5 weeks). No P.O. Box deliveries. Cheryl’s FedEx/USPS with guaranteed overnight for on-time arrivals. Delivered to mailrooms for hospitals, hotels, or colleges. Harry & David Specific date, overnight, and priority via FedEx/USPS. No deliveries to Foreign, APO/FPO or US Territories. For deliveries to a PO box, there's a $6.99 surcharge, a phone number is required, and Express methods are not available. 1-800-Flowers.com Same-day and specific date delivery via FedEx, UPS, USPS, or local hand-delivery. No military base or P.O. Box deliveries for flowers. Article KA-03604
Understanding Flex Delivery A flexible option that ensures gifts arrive on or before major holidays. Instead of one set delivery date, it offers a range of dates, giving florists time to craft arrangements and helping customers avoid extra fees. Key Points Why Flex Delivery Matters Ensures gifts arrive on or before major holidays like Christmas, Valentine’s Day, and Mother’s Day. Provides a range of delivery dates instead of a single guaranteed date. Allows florists more time to craft arrangements and helps customers avoid surcharges. Timely Arrival: Gifts reach recipients on or before the holiday. Cost Savings: Customers avoid surcharges by selecting flexible dates. Quality Assurance: Florists have time to craft high-quality arrangements. Enhanced Experience: Recipients enjoy their gifts early, adding to the celebration. Communicating Flex Delivery to Customers How to Identify Flex Delivery in ATLAS
Clearly explain the benefits: reliable, cost-effective, and early enjoyment. If a customer prefers a specific date, inform them about surcharges and offer Flex Delivery as a thoughtful alternative. Helps customers make informed decisions while ensuring a smooth gifting experience. Customer View: Web calendar shows eligible dates. ATLAS – Sales View: Flex Delivery text visible on order screen. ATLAS – Service View: Flex Delivery information shown on Face of the Order.
Review Article KA-03504 for examples.
Order Change Cancel Cutoff During the holidays for the Floral Five brands, a cutoff date is set after which certain changes or cancellations are no longer possible. This applies to Christmas orders, including both FPT and GPT orders. FPT Beginning today xx/xx Effective for Christmas delivery No changes allowed to the product recipe or date No cancels Do not call or message a shop unless it will assist in a successful delivery TODAY
GPT Beginning today xx/xx Effective for delivery dates of xx/xx thru xx/xx Applies to Holiday Cancel and Order Change CSIs, regardless of wire status Confirmed/Read at Vendor is ALWAYS TOO LATE to cancel/change
Exceptions to the Rules Funeral and Sympathy orders If the customer says the recipient won't be home to receive the order or the order or the address is incomplete/incorrect, resulting in a Delivery Issue CSI.
To help customers understand, you can educate them at the sale. Here’s what to expect next: We’ll immediately start preparing your order, and once it enters the fulfillment process, we won’t be able to make changes. Your order is scheduled for delivery today or tomorrow, with deliveries as late as 8:00 PM local time. You’ll get a notification via text or email once it’s delivered. If you don’t hear from us by then, your order is still in transit, so no need to worry. Please reach out if you have any questions!”
Changes Allowed vs. Changes Not Allowed Location Type This could lead to a zip code change.
Recipe Change
Card Message
Product Selection
Delivery Date
Full Cancel of Order The only exception to full cancels is if the customer says they have made a mistake on the delivery date and the recipient will not be home to receive the order at all and it will result in a Delivery Issue CSI. Customer Information Billing address, credit card information
Recipient Information Updating an address or phone number due to a misspelling or partially incorrect information (missing an apartment number)
Promotion Code Adjustment Review Article KA-03505 for additional information.
What to Say to Customers (When Past the Cutoff) This flow helps you guide voice conversations when customers request changes or cancellations after the cutoff. Step 1 "Thank you for calling [BRAND]! My name is [ENTER YOUR NAME]. How may I assist you today?"
Step 2 Step 3 Step 4 Step 5 Close Warmly Acknowledge the Request Greeting Explain Clearly Show Empathy “Because your order is already prepared for the holiday, we’re unable to make changes or cancellations at this time. During the holiday season, we work quickly to meet delivery schedules, and once an order reaches this stage, it’s already in fulfillment.”3 “Thank you for your understanding, [CUSTOMER'S NAME]. If there’s anything else I can do, please don’t hesitate to let me know. Have a wonderful day and happy holidays!” “I know this might not be the answer you were hoping for, and I’m truly sorry for any inconvenience this may cause.”4 “I understand you’d like to [CHANGE/CANCEL] your order. I completely understand how important it is that your gift meets your needs.”2
Floral Availability & SKU Down Process (For 1-800-Flowers.com orders) As we get closer to major floral holidays like Christmas, Valentine’s Day, and Mother’s Day, some products may sell out or no longer be available for delivery. When this happens, offer the best available replacement to ensure the customer’s gift still arrives on time. 1 2 3 Always offer the One-of-a-Kind Bouquet first. If the customer declines, follow the SKU Down Process Check product availability first
No Delivery Time Requests We do not accept requests for specific delivery times. Our florists and our delivery partners deliver between the hours of 9:00 AM - 8:00 PM in the recipient’s time zone.
The only exception is funeral deliveries, where florists need the service time to ensure on-time delivery.
What to Say to the Customer:
"We cannot guarantee a specific delivery time, but we ensure your gift will arrive between 9:00 am and 8:00 pm in the recipient’s time zone."
It's Not Late Till It's Late Gifts with a HK delivery window will arrive between 12/05 - 12/12.
Gifts with a CH delivery window will arrive between 12/7 - 12/24.
We can deliver up until the holiday. Track the package and provide the customer with the current status shown on the FedEx website.
You can also provide the customer with the tracking number so they can continue to watch the delivery status.
Verify the delivery address with the customer to ensure it's correct.
After providing the customer with the FedEx tracking information, inform them there's nothing to indicate that their item won't be delivered by the requested date.
Lesson Summary Set Clear Expectations Communicate order change/cancel cutoffs and delivery guidelines so customers know what to expect. Communicate with Empathy Reassure customers, provide tracking when possible, and guide them through options with care. Maximize Each Sale Offer add-ons and complementary items to enhance the customer’s gift. SKU Down & Limited Availability 1-800-Flowers.com: Always offer the One-of-a-Kind bouquet first, then follow the SKU down process if needed.
Product Code: 24351X