PRODUCT TRAINING DAY 1

PMG

Ensure the performance, behavior and standards After product training we will do nesting Passing score is 85% with QAA Reliability and Punctuality avoid late and absences Employment - Fixed Term We have to inform the Supervisor or the TL if we are going to be late before 1 hour of duty

No grace period
Tardiness shall be subject to payroll deduction (Avoid Late and absences) Make sure to punch in and punch out

Unauthorize log in Not making engagement, subject to under time

10 days training - trainees shall received at least 80% for overall score to proceed with the nesting

Sales - Service - Email - Holds - Back office Chat -

1 retake only - 2 attempts

Identify the history of 1800 flowers Identify the family brands

• Harry and david , best selling is pears Learn about who is leading the business -1800flowers

Jim McCann - Billionaire Help people connect and celebrate Life special moments 50 years ago

Mission is Make it Right

• Billion dollar retailer Chairman of our 1800flowers

We have to transfer the call to the right department if we received call of one of our sister brands. Because we don't have a access inform the TL

Gourmet Personalized Keepsakes

CEO - ADOLFO VILLAGOMEZ Digital Innovator Proven Leader Strategic Visionary

focused in Gifting/self gifting

Understanding the American Customer/Consumer

American Cultures why gifting is such a meaningful tradition What US consumer expect when they but and received gifts How cultural understanding helps you communicate, sell and serve more effectively

Dealing with irate customer Let them speak first share the stories speak with the concerns

is they said are you still there that will the time you will have a resolution

Emphasize, avoid interrupting while sharing their concern

love cant express so they will have gift giving their expectation connection in every interaction

American want to buy flowers or gifts to express their love like us we love to give gift with our loved one especially if your love language is gift giving it wont last forever it the memories will remain. For example my boyfriend bought me a red rose flower, every time that I will see a bouquet i will remember him and I will remember how I really loved and appreciated to received flowers even if I say don't buy because its expensive.

Make amends

Purchased is often blend emotion and practicality they want it to be simple and fast , tell a stories of connection

words cant explain, the emotion last we delivered a feeling fast faced world , fast solutions count on reliability and accountability meeting the expectation of quality , clear updates confidence and convience is powerful they come back not on what we sell, its how what we feel we create a moment of happiness, connection empathy and trust loyalty perfect condition to arrived we create trust and they

to connect with their love one. connection between people

Calls to order a sympathy gift for coworker -I'm so sorry for your lost / I may not know what to say, but I am here to listen.

"I understand you want something that feels genuine and personal. Let's find a gift that truly expresses your sympathy"

They trust us to guide them what is the best to give the item. Americans consumer buy with heart and mind. They seek both meaning and convenience. Gifting is emotional Its how people express care, comfort and celebration Customer Expect speed quality, personalization and empathy Make it emotional purchase feel secure we need to build connection and connection build loyalty we want to delivered the item with perfect condition

Knowledge Base

Explore the Dynamics Base Knowing how to find right answer able to know answer fast how to search smarter feedback Check the articles and quick access for information resolve the interaction quickly

FASTER SOLUTIONS CONSISTEN INFO CENTRALIZED CONTENT CONSTANT LEARNING - THE MORE WE USED THE MORE WE IMPROVED

• DAY 3 WE HAVE A QUIZ Book Icon Search My favorite - to access frequently filters photo icon

Copilot - Very helpful tools

Knowledge Article - Knowledge Search - We are able to learn the instruction (for example replacement)

Don't forget to click the like button if the article id helpful avoid adding to many to the filters

Use keyword not questions One or two keyword brand or product terms Use quotation mark

Click the box

Check the results , Click the heart if this is helpful expand section

you have to educate the costumers with their concerns. 846

846 - We are not able to change anything

"There's anything we can't with this item" unable to fulfill

Fraud - Executive department will handle inform the TL and tell you work for agents there are actually department who can work with that it depend on the notes of the instructions

RED FOR WARNING ORANGE FOR TIME PURPLE FOR SCRIPTING

use the book icon use keyword not questions scan dont skim use filters try syno give feedback favorite to articles using heart shape

Celebrations Passport

• Free Shipping Membership it will automatically pop up in the screen when they are member of the passport program

Purpose and value Offers free standard shipping and no service charge on eligible gift across the 1-800flower.com Family of Brands. Annual membership easier and more affordable for our customers all year long.

Good benefits because christmass season is a tradition to our customer from Americans

Personalization mall - you can customize any design that they want.

Members understand the value, they know the benefits

Rules & Restrictions

Can be Used On Sales Items Cubs anf Subcriptions Orders with promotion codes or employee discount

Enrollment Requirements Valid email address require customer must be signed in to use benefits online auto renews each year unless turned off

Cannot be Used On past orders business accounts airline promotions

Erollment restrictions Gift cards cannot be ised to buy membership coupons cannot reduce the membership

• autorenewal , ask to turn it off instead of canceling the passport

we have the right department who handle the automatic cancelation transfer to 302 loyalty team

Giftcardmay be a savings pass they can use and utilize

Member Benefits Free standard shipping - Standard service Charge members also received discounted express shipping -some customers want to received the order earlier so they are allowed for express shipping

No minimum order

• If the customer is placing an order no require minimum numbers if they want to purchased in all country that would be fine

Automatin Benefits - it will automatically apply

Account Management - They can update the billing turn it off or cancel it and if they want to update their details

Member Discound - Limited time offer This offer does not apply to greeting cards added to gift order 3.99 instead of 5.99

Membership Pricing M-999X

How Customer Sign Up Product page, Enrollment Page ot Checkout in mobile app Calling the Customer Care More celebration more savings If the customer doesnt have an account one is created automatically.

(hover down your mouse and you will see the the celebrations passport

Terms and Conditions Inform them to provide the terms and conditions of passport. Must read verbatim. This is legal requirement for every phone enrollment . (if you did not provide the terms and condition its automatically mark down from our QA 0 score )

VERBATIM TERMS AND CONDITIONS - 03595

Purpose and value Offers free standard shipping and no service charge on eligible gift across the 1-800flower.com Family of Brands. Annual membership easier and more affordable for our customers all year long.

Good benefits because christmass season is a tradition to our customer from Americans

Personalization mall - you can customize any design that they want.

Members understand the value, they know the benefits

Rules & Restrictions

Can be Used On Sales Items Cubs anf Subcriptions Orders with promotion codes or employee discount

Enrollment Requirements Valid email address require customer must be signed in to use benefits online auto renews each year unless turned off

Cannot be Used On past orders business accounts airline promotions

Erollment restrictions Gift cards cannot be ised to buy membership coupons cannot reduce the membership

• autorenewal , ask to turn it off instead of canceling the passport

we have the right department who handle the automatic cancelation transfer to 302 loyalty team

Giftcardmay be a savings pass they can use and utilize

Member Benefits Free standard shipping - Standard service Charge members also received discounted express shipping -some customers want to received the order earlier so they are allowed for express shipping

No minimum order

• If the customer is placing an order no require minimum numbers if they want to purchased in all country that would be fine

Automatin Benefits - it will automatically apply

Account Management - They can update the billing turn it off or cancel it and if they want to update their details

Member Discound - Limited time offer This offer does not apply to greeting cards added to gift order 3.99 instead of 5.99

Membership Pricing M-999X

How Customer Sign Up Product page, Enrollment Page ot Checkout in mobile app Calling the Customer Care More celebration more savings If the customer doesn't have an account one is created automatically.

(hover down your mouse and you will see the the celebrations passport

Terms and Conditions Inform them to provide the terms and conditions of passport. Must read verbatim. This is legal requirement for every phone enrollment . (if you did not provide the terms and condition its automatically mark down from our QA)

Celebrations Passport App allows customer to shop across multiple brands

Subscription are not supported in the app Site specific promo codes cannot be used also in the app

Passport benefits include immediate activation, free standard shipping on eligible carrier-delivered gifts, no standard service charge on florist-delivered gifts, and exclusive members only discount

Passport has important limitation. It cannot be applied to past orders, subscriptions, Business accounts, airline miles coupons or purchased using gift card Canadian and international orders

Benefits begin after sign up when sign in

Harry and David Brand Overview

Harry and David - Life is a gift. Share more (Our customer want to Share their gift to others)

Wolfermans brand - Always open. Always good ( made for family breakfast )

Vital choice - Health, natural, convenient ( totally organic seafood)

We are able to identify the brand understand the occasion and to navigate website and what are they best known seasonal favorites when it comes to fruit

Key Facts Harry and David Started since 1934 Offering fresh fruits 1700 acres of land 14,000 tons of pears

Vital Choice built on a foundation of sustainability and diversity Health well being support the people who harvest seafood discover Alaska 2021 Improve products ideas and customer satisfaction (we want to satisfy the customer on the products they buy from us)

Wolferman Bakery Since 1888 to present 138yrs

Our guarantee is the strongest in the business and suet us apart from our competitors

Understanding Occasions & Customer Emotions

They have occations to they need our help Few customers of irate if they did not know the item we have to explain

• More than a thank you gift Appreciation and gratitude

Understanding Emotions for key Occasions Birthday Seasonal Occasions Anniversary

Its not the item its a feeling

Undertanding Brand Strengths H & D wine truffles gift baskets and towers gourmet meals

Vital choice shellfish seafood salmon sustainable health and conscious options

Wolfermans English Muffins Scone Waffles Pastries

Navigating our brands

• for us to understand well help our customer and how to walk through our website you have to sign up to walk through our customers (Because sometimes they want to walks through phone call and catalouge like they are walking to our stores)

Mobile Phones websites and retail stores (Medford Oragon) Physical Store

some customers will provide for occations

you can see the chat button right corne of the page

Product Code Search Product codes end with X Product codes end H Product codes end W

Lesson Summary Able to sign up to website and check the account and the chat options very easy to locate, for product codes show the important detail and delivery information special features and the add-ons (Additional Item/Offer)

-Discover the Products Behind the Brands Will be able to know each brands and strengths

H&D Gift Basket and basket Fruit & Pears Chocolates & Sweets Bakery Gourmet Food Wine Pantry Flowers & Home

VC Wild Salmon Wild White fish Canned & Pouched Marine Supplements ( We are not allowed to have a medical advice) Premium Meats &Meals Fod seasoning & Organics Subscriptions & More

They are curios about the item we have a lot of resources we can use the master list Copilot to understand out product for vital choice

WB Gift Basket & Boxes English Muffins & Bagels Pastries & Baked Goods Gourmet Food & Pantry Monthly Clubs

Lesson Summary Each brand unique offferings Highlight standout products understand the prepation storage and serving Connect knowedlege with the customer

MASTERLIST Product database - updating the product information this is the big help for agents

CS TAB to explore the masterlist so you can check all the information that you need

Basic search - Any item will show the results if you have your L BAR you just have to type truffles you can see the diffrent items

The Partial Replacements link will open an article in the Knowledgebase, with this table of items available for partial replacements. You can search by category from the top menu links or scroll down the page. Click any top category to jump to available

2pcs pears is not rotten- partial replacement all damage - full replacement

KA-01542 HARRY & DAVID KA-01113 WOLFERMANS BAKERY

Cardable - Elible for prsonalize greeting card

not cardable - message in th product

tips ana tricks

• make sure youre in correct brands if need assistance with TL tap your TL if customer is looking for alot of information check always the spelling!

at least 90 days in the future or less

availabilty - if theres inventory know if the product is available it self you can check if no surcharges (it depends on the date )

The delivery of this item depends on the harvest, and I cannot provide a specific arrive-by date. We'll ship your [ITEM NAME] to arrive sometime during the month of [MONTH]

KA-02548 For more additonal products