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CUSTOMER FIRST NAME: CUSTOMER LAST NAME: ZIP CODE: ADDRESS: PHONE NUMBER:
EMAIL ADDRESS:
RECIPIENT FIRST NAME: RECIPIENT LAST NAME: ZIP CODE: ADDRESS: PHONE NUMBER:411
PLACE ON HOLD:
"(customer name), would you mind if I place you on a brief hold, about 1-2 minutes, while I obtain that information for you?
OPENING:
- THANK YOU for calling 1800flowers.com my name is Richel how may I help you today?
(EAR)
- Sure, I'll be more than happy to help you with that
But before that may I know the occasion for me to choose a proper item for you
Great! do you have a specific type of flowers in mind like roses, lilies or a mixed bouquet?
do you want to add some chocolates, cookies or balloons?
Are there any specific date and time would you like to receive the order? Date: Time:
PAYMENT OF THE CUSTOMER
May I know what kind of Credit/Debit card are you going to use for payment?
For me to process your order may I please have -Your account number? -Also, the expiration date? -Billing address?
May I have the recipient's full name please and lastly the delivery address?
And what message would you like included on the card?
WOULD YOU LIKE TO MAKE THIS EXTRA SPECIAL BY ADDING A (CHOCOLATE, COOKIES, STUFF ANIMAL, OR BALOONS?) FOR A $....
IS THERE ANYTHING ELSE I CAN HELP YOU WITH TODAY?
Complain about the shipping fee
-Introduce the celebration passport membership that you can use for 1 year and no minimum sizes of your order and whenever you will purchase with us you can use the passport number.
PROMOTION CODE (UPSELL)
~~ I apologize but the promo code but it's already expired
- you can just go to our website and then we do have a sale item there.
~~~ Before we say goodbye, please allow me to share that you can get an exclusive savings of up to 20% If we place another order today? would you like to do that?
~~~ By the way, allow me to introduce to you
the celebration passport membership where you can use for 1 year and no minimum sizes of your order and wherever you will purchase with us you can use the passport number, would you like to apply for the passport?
~~ May I place the call on hold for a minute or 2 ? while I'll processing your order?
~~ Great I'll process that now
~~ (Customer name) I would like to let you know that your order has been successfully processed and you'll received an order confirmation shortly through email with the details.
~~ (Customer's name) ... your order is complete and you'll receive an order confirmation through email with the details.
~~~ To clarify your concerns,
Just a recap, we/your place an order for (ITEMS, FLOWERS) at small size with add Ons and the total of $..., scheduled for, delivery tomorrow /on (date), have I addressed and resolved all your concerns today?
Thank you so much for doing business with 1800.com, have a great day.
Thank you for trusting us here at 1800flowers.com, have a great day.
~Check the order~
ATLAS-CSI
MOCK CALL FOR THE SALES:
~~ THE POPCORN FACTORY
~~ CHERYL'S COOKIES - Do not open F11
Thank you for calling.... my name is Richel, How may I assist you today?
1.Greetings!!
Thank you for calling Cheryl's cookies my name is Richel, how may I assist you today?
2.Place an order!!
Sure, I've be more than happy to help you with that? May I have your
~~ First and last name
:
~~ Phone number- cannot find just click add
:
~~ Zip code
:
~~City and State
:
~~ Recipient first and last name
:
~~ Recipient zip code
:
~~ Location Type: RESIDENCE-House
BUSINESS-Store, office
! If office- ask for the name of the building!
~~ Recipient St. address
:
~~ City and state
:
~~ Recipient phone number
:
3.For Order
~~ Occasion (just because, sympathy, etc.)
~~ Cost for (36 pcs)
~~ the Cheryl's cookies with a box and the minimum delivery time are 3-5 days
~~ Do you have a specific date and time you would like to receive your order?
DATE:
TIME:
~~ Card message F6 (Put the message in order)
4.Payment, Is this your credit card?
May I have your
~~ Credit card number?
:
~~ Expiration date?
:
~~ Billing Address?
:
~~ Zip code?-- COPY IT FROM ABOVE
~~ City and State
~~ Email address?
:
~~ Tell the merchandise total...
5.OFFER PASSPORT
~~ Allow me to introduce to you our celebration passport ...
~~~ I understand that how about applying a celebration passport membership where you can get a 20% discount with free shipping and no service charge? would you like to do that?
~~ I apologize but the promo code but it's already expired
- you can just go to our website and then we do have a sale item there.
~~~ Before we say goodbye, please allow me to share that you can get an exclusive savings of up to 20% If we place another order today? would you like to do that?
~~By the way, allow me to introduce to you
the celebration passport membership where you can use for 1 year and no minimum sizes of your order and wherever you will purchase with us you can use the passport number for only $29.99, would you like to apply for the passport?
~~ Put the ID order
~~ Complete the order- (Customer's name) ... your order is complete and you'll receive an order confirmation through email with the details.
~~ Just a recap we place an order of cookies with the total of $..., Scheduled delivery on ...., Is there anything else you want me to assist you?
6.Closing
~~ Thank you so much for doing business with ....., have a great day.
PLACE ON HOLD:
"(customer name), would you mind if I place you on a brief hold, about 1-2 minutes, while I obtain that information for you?
EXAMPLE OF ORDER NOTES:
Working on voice customer complained about the order that has not been delivered until 22nd//offer redelivery//customer refuse//and offer full refund//...... NO FURTHER ACTION NEEDED.
FOR CSI's
SYMPATHY ORDER:
~~ DONT OFFER SAVING'S PASS IN SYMPATHY ORDER
~~ CAN DO ADD ONS LIKE RIBBONS