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DAY 2 TRAINING

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Mday2517

MSD link : https://18fservicecenter.crm.dynamics.com/ spi-respa@1800flowers.com

Flowers@2517

CALL INTRO Thank you for calling 1-800 Flowers.com , My name is Rein. How can I help you?

I'm sorry if you're having trouble in accessing our website , but let me help you with the problem. But before we start is it okay if i'll ask you some of your personal details?

Greatest generation (5.49%) 1928 Baby boomer (20.58%) 1946 - 1964 Generation X (19.61%) 1965 - 1980 Millenial (21.67%) 1961 - 1996 Gen z (20.88%) 1997 - 2012

TYPES OF OCCASION Anniversary , Birthday , Congratulations , Get well , Housewarming , I'm Sorry , Just Because , Love & Romance (valentines) , New Baby , Retirement , Thank you

Popular Flowers - Alstroemeria ,Carnation , Cremona , Cushion pom , Daisy pom , Gerbera daisy , lily , Rose , Snapdragon , & Spider Mum

Recipient Information - name is spelled correctly. Single person - Mary Smith , Mrs. Mary Smith , Ms. Mary Smith Couple - Mary and John Smith , Mr. and Mrs. Smith Family - The Family of Mary Smith , The Smith Family Business Name - Full business name

Type of streets - boulevards , and circles, rural routes and causeways, avenues and highways. Pre- and Postdirectional Identifiers

These identifiers specify a direction such as North or South West. They are typically written as abbreviations 123 N. Main Street 56-78 Main Street SW 9543 East Buloxi Boulevard 58-71 Burke Avenue West
Cont'd Address - The Secondary Identifier

A secondary identifier provides additional detail such as an apartment number, a room or suite in an office, a specific building in a group of buildings, etc. Examples of a secondary idendifier include:

589 Rover Street, Apt. C 2 Jericho Plaza, Suite 200 62 Whitehall Street, 2nd Floor Slide 27 Recipient Information

House/Building Number, PO Boxes, & Military Addresses

Street Name and Type

Cont'd Address

Directionals

City, State, & Zip Code

Some house or building numbers have a dash in them, such as 12-34. 123 Main Street 24-35 Country Road 4 Penn Plaza

 Department of Transportation, 123 Main Street

PO Box Address Format (Post office) John Smith PO Box 1776 Anytown, USA 01011-1776

Military Addresses Military addresses must include: SGT Tom Wills Unit 1316 Box 2369 APO AE 09378

SGT John Connor PSC 1234 Box 12345 APO AE 09324-2928

The ZIP code Springfield, IL 62629 New York, NY 10001-5678

1976 - Jim Mccan purchase his first floral shop in Manhattan. 1996 - company acquires the 1-800-Flowers phone number and subsequently renames the company after its phone number. 1992 - 1-800-Flowers makes its internet debut on CompuServe 1995 - The 1-800-Flowers.com® website goes live. 2005 - The BloomNet® business launches, establishing a network of professional florists nationwide, and providing products and services to help them grow their business profitably. 2008 - 1-800-FLOWERS.COM, Inc. acquires DesignPac Gifts, LLC, a company that designs, assembles and distributes gourmet food gifts, and Napco, Inc., a one-stop shop for floral, garden, gift and seasonal décor.

The Floral Five - You may hear us refer to our "family of brands", meaning 1-800-Flowers.com and all of it's "sister" brands available to customers on our multi-brand website. (harry & david , Personalization mall , Sharris berries , 1-800 baskets.com , simply chocolate , fruit bouquet , Cheryls , The popcorn factory , wolferman's bakery , Vital choice)

Cheryl's Cookies - For Life's Delicious Moments Founded in 1981, Cheryl’s Cookies quickly grew a loyal customer following for its quality fresh-baked desserts

The Popcorn Factory - Every Occasion Deserves A Celebration - For more than 40 years, The Popcorn Factory has specialized in making fresh-popped popcorn using the finest corn grown in the United States.

How Our Customers Shop

Business Gift Services (BGS) - Business Gift Services A BGS account offers our customers: Unique gifting options including logo gift tins, ribbons, and cookie/popcorn wrappers, etc. Corporate discounts Bulk shipping options and costs, and corporate billing.

Florist Arranged (FPT) Florist-designed and delivered. Arrives ready to enjoy

Vendor shipped (GPT) (GIFT) Shipped overnight by a delivery partner (FedEx). (The recipient arranges the flowers.)

Gift Clubs, Programs and Subscriptions (only available on our website (must be online)) Pre-Pay Clubs - Can ONLY be placed on the website Do NOT place over the phone, this order will not result in a shipment You CAN offer to walk customer through how to place on website Customers MUST have a valid email address to order Duration: 6 or 12 months Celebrations Passport® eligible CANNOT make changes to the delivery date Do NOT direct to their online account as customers CANNOT make any changes and/or Cancel ANY Pre-pay Club NO DUPs should be done on Pre-pay Clubs

Pay As You Go Clubs: Can ONLY be placed on the website Do NOT place over the phone, this order will not result in a shipment You CAN offer to walk customer through how to place on website Customers MUST have a valid email address to order Celebrations Passport® eligible Cannot make changes to delivery date

Programs: The Popcorn Lovers Flavor of the Month Program offers a different flavor of gourmet popcorn every month for a whole year! The payment method used for the initial purchase will be charged (including any applicable shipping charges and taxes)

Subscription Details: Payment method on file will be charged on a recurring basis (pay-as-you-go) They may cancel through their online account at any time before the next order is processed for delivery or shipment A Subscription allows the customer to choose from a collection of gifts which enable them to choose the delivery frequency and duration, and get a discount once they sign up

Cheryl's Cookies - Core Products: -All Occasion - These products are offered throughout the year and are designed to be a gifting option for any occasion. ​ -Birthday ​ -Get Well ​ -New Baby -Etc.

Ice Cream: Cheryl's offers ice cream, and ice cream & cookies combo gifts! Seasonal Products: These products are designed with the current season or holiday in mind and are only available for a limited time. Promotional Samplers: These items usually consist of just a few select products to try out, FREE of charge!

Best Of Cheryl's Dessert Tray Medium $49.99 Best Of Cheryl's Dessert Tray Large $69.99 Best Of Cheryl's Dessert Tray Premium $129.99

The popcorn factory offers a wide variety of gifting options centered around delicious popcorn snacks and treats. Butter (savory) Cheese (savory) Caramel (sweet) Ranch , Avocado Sea Salt , Habanero , Strawberry Sparkling Wine , Celebration Cornfetti ™ , Cookies & Crèm

Shipping & Delivery Florist - Hand Delivered , No restrictions , Service charge (Depends on Product Cost & Day of Week) Same Day Delivery & Specific Cut-Off Time .

Vendor - Shipped by Delivery Partner , No Hospitals, Schools, Funeral Homes, Continental US Only. Delivery Tues-Sat (some non-perishable items on Monday) , No special req. , Service charge (Depends on Product Cost & Day of Week)

Surcharges & Flex Delivery - During major holidays and times of high call and order volume, Flex Delivery will be made available and Surcharges will be turned on.

Flex Delivery guarantees delivery on or before the holiday based on a range of delivery dates.

An increase in costs to cover the increase in orders and deliveries during a holiday

Hawaii, Alaska, Puerto Rico

Same-Day Delivery Tips - Explain to the customer that if the recipient is not available, the floral arrangement/product may be returned to the shop.

Vendor/Direct Ship Deliveries - If the recipient isn't home, packages may be left at the door. Shipping charges are based on product price and the requested delivery date.

Cheryl's & The Popcorn Factory Shipping

Canada - We gladly ship to our Canadian neighbors; delivery takes 1-2 weeks and an additional shipping charge does apply for each item on the order. As these orders cannot be placed online, customers must contact us to place orders by phone.

APO/FPO (Military Addresses) - No additional charges. There is no additional fee or shipping charges to these locations, but please allow at least five weeks transit time for delivery.

Standard Delivery - The item can arrive up to 5-7 business days before the requested date.

Overnight Delivery - The only way to guarantee an item arrives ON a specific date is to use one of the guaranteed Overnight delivery methods

Club Shipments - All cookie club orders ship on the same day each month

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