Thank you for calling Harry and David, My Name is Maureen. How May I assist you today?

I'll be more than happy to assist you with your order.

Can I put the call on hold for a minute?

May I have your order number please?

Thank you for providing that information.

For the security of your account, can you please verify your..
▪ (First and Last Name)

Could you please spell that for me?

▪ Street Address

▪ Email Address

Thank you for providing that information

Is that Correct? 

Got it, Thank you for providing that information.

To confirm my understanding, your concern is about..

AS A THANK YOU FOR CALLING US TODAY, WE HAVE OUR GOURMET TREASURE CHEST A KEEPSAKE FILLED WITH PREMIUM SNACKS AND TREATS TO DELIGHT, ANY OCCASION, the original price is $89.99 and you can save for 40% and that is $36.00 and the sale price is  $53.99  WOULD YOU LIKE THAT FOR YOURSELF OR SOMEONE SPECIAL TODAY?

Is there anything else I can help you with today?
Thank you for shopping with Harry & David. It's been a pleasure speaking with you today, have a wonderful day!

📞 Call Flow: Spoiled / Poor Quality / Didn’t Like
Step 1: Acknowledge & Apologize
Agent Script:
“Thank you for bringing this to our attention. I sincerely apologize for the spoiled items/item/poor quality/not meeting your expectation — we always want your gift to arrive fresh and enjoyable. Let me take care of this for you.”

Step 2: Retrieval Process – Determine Verification
Check MSD Window Panel
If Full Name + Phone Number appear → Caller is Verified.
Do NOT ask to verify.
Use soft confirmation instead:

Agent Script:
Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer)? Is your email still __?”

(If no email is shown): “May I add your email address so I can send your order confirmation?”

If information doesn’t match or is missing → Caller is Unverified.

Follow normal verification process:

For Customer: Ask for name + billing address

For Recipient: Ask for name + shipping address

Step 3: Resolution Options (Based on Condition of Item)
1 Less than 50% spoiled → Partial Replacement
Agent Script:
“Since some of the items are still in good condition, I’d be happy to arrange a partial replacement for you.”

2 More than 50% spoiled → Full Replacement (same or comparable item)
Agent Script:
“I understand. In this case, I’ll send a replacement of the same or a comparable item to make this right.”

3 Customer does not accept a replacement → Refund Item
Agent Script:
“If a replacement doesn’t work for you, I can process a refund for the item instead.”

4 Final Gesture → Apology Call or Letter to Recipient
Agent Script:
“As an additional step, I’d also like to send an apology call or letter to the recipient, so they know how much we care about making this right.”

Step 3.5: Summarizing & Goodwill Gesture
Agent Script:
“Let me quickly summarize the details of what we’ll be doing for you today [summarize resolution].
To express our appreciation for your understanding, I’d also like to let you know about one of our delicious items — it’s a great way to treat yourself or send a little something extra.”

Step 4: Closing
Agent Script:
“Thank you again for your patience while we resolved this. Thank you for shopping with [Brand] — it’s been a pleasure speaking with you today. Have a wonderful day!”

📞 Early Arrival Call Flow
Step 1: Acknowledge & Apologize
Agent Script:
“Thank you for bringing this to our attention. I sincerely apologize that your order arrived earlier than expected. Let me take care of this for you.”

Step 2: Retrieval Process – Verification Check
Check Microsoft Dynamics for Full Name + Phone Number.
If present → Caller is Verified (no need to ask them to verify).
Use soft confirmation instead:
Agent Script:
Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?”

📞 Early Arrival Call Flow
Step 1: Acknowledge & Apologize
Agent Script:
“Thank you for bringing this to our attention. I sincerely apologize that your order arrived earlier than expected. Let me take care of this for you.”

Step 2: Retrieval Process – Verification Check
Check Microsoft Dynamics for Full Name + Phone Number.
If present → Caller is Verified (no need to ask them to verify).
Use soft confirmation instead:
Agent Script:
Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?”

📞 Early Arrival Call Flow
Step 1: Acknowledge & Apologize
Agent Script:
“Thank you for bringing this to our attention. I sincerely apologize that your order arrived earlier than expected. Let me take care of this for you.”

Step 2: Retrieval Process – Verification Check
Check Microsoft Dynamics for Full Name + Phone Number.
If present → Caller is Verified (no need to ask them to verify).
Use soft confirmation instead:
Agent Script:
Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?”

📞 Early Arrival Call Flow
Step 1: Acknowledge & Apologize
Agent Script:
“Let me summarize what we’ll be doing for you today… [recap chosen resolution].”
Transition: “As a gesture of goodwill, I’d also like to share one of our current sale items in case you’d like to take advantage of it.”
Step 4: Closing
Agent Script:
“I truly appreciate your patience while we worked through this. Thank you for shopping with [Brand], it’s been a pleasure speaking with you today. Have a wonderful day!”

📞 Call Flow: Non-Delivery
Step 1: Acknowledge & Apologize
Agent Script:
“Thank you for letting us know. I sincerely apologize that your order has not been delivered as expected. Let me look into this right away for you.”

Step 2: Retrieval Process – Verification Check
Check Microsoft Dynamics for Full Name + Phone Number.
If present → Caller is Verified.
Soft confirmation only:
Agent Script:
“Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?”
If no email:
“May I add your email address so I can send you the order confirmation?”
If the information is incorrect or missing → Follow normal verification process (ask for customer name + billing address and recipient name + shipping address).

Step 3: Resolution Options
1️⃣ First Offer – Track Order in SSC
Check shipment status.
If confirmed as non-delivered, proceed with resolution.
Agent Script:
“I’ve checked the tracking, and I can confirm that the order was not delivered as scheduled. Let’s get this resolved for you.”

2️⃣ Second Offer – Refund Shipping OR 20% Discount
If NOT a Passport Member:
Agent Script:
“I can issue a refund for the shipping cost to help make up for the inconvenience.”

If Passport Member (with free shipping):
Agent Script:
“Since you’re a valued Passport Member and already received free shipping, I’d be happy to apply 20% off the item instead.”

3️⃣ Third Offer – Refund Item
Agent Script:
“If that doesn’t work for you, I can go ahead and process a refund for the item itself.”

4️⃣ Fourth Offer – Apology to Recipient
Agent Script:
“As an added courtesy, I’d also like to arrange an apology call or letter to the recipient, so they know how much we care about making this right.”

Step 3.5: Summarize Before Closing
Agent Script:
“Let me summarize what we’ll be doing today: [recap chosen resolution].”
Transition:
“Because you’re a valued customer, I’d love to tell you about a special offer we have today instead.”

Step 4: Closing
Agent Script:
“I truly appreciate your patience while we worked through this. Thank you for shopping with [Brand], it’s been a pleasure speaking with you today. Have a wonderful day!”

📞 Enterprise – Service – Celebrations Passport (Unknown Charges & Shipping Complaints)
Step 1: Acknowledge & Apologize
Unknown Charge Complaint
🗣 “I completely understand your concern — unexpected charges can be stressful. I truly apologize for the confusion, and I’ll help sort this out right away.”
Shipping Charge Complaint (Passport Member)
🗣 “I sincerely apologize for the confusion — as a Passport member, you shouldn’t be charged for shipping on eligible items. I’ll review your order immediately so we can make this right.”

Step 2: Retrieval Process – Verify Passport Membership
Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?”
Check website account, Customer Maintenance, or SSC.
➡️ If Passport is Active → proceed with assistance.
➡️ If Passport is Expired → inform customer of renewal options.
🗣 “I see your Passport membership expired on [date]. You’re welcome to renew today to continue enjoying free shipping and other benefits.”

Step 3: Clarify the Customer’s Issue
If Customer Mentions a Charge:
🗣 “Can you share the amount you’re seeing on your statement?”
Check renewal pricing + tax. If it matches → explain auto-renewal.
🗣 “This looks like your Celebrations Passport auto-renewal. Some customers forget it renews automatically, but don’t worry — I can explain your options and help you with it.”
If Customer Mentions Shipping Charge:
Check if the item is Passport-eligible.
If eligible → refund shipping
🗣 “I’ve confirmed this item should have been covered. I’ll refund the shipping cost right away — thank you for catching that.”
If not eligible → explain politely
🗣 “I checked your order, and this item is one of the few not included in the Passport free-shipping program. I completely understand how that could be confusing. Your Passport still covers thousands of other items across our brands.”

Step 4: Resolution Pathways (with Scripts)
1 Passport Active – Unknown Charge = Renewal
🗣 “It looks like the charge was for your Passport membership renewal. That means your free shipping benefits are still active. You’re welcome to continue enjoying the benefits, or if you prefer, I can help you turn off auto-renewal for next year.”

2 Passport Expired
🗣 “Your Passport membership expired on [date]. You can renew today to continue receiving free shipping on eligible items.”
If customer requests cancellation + refund:
🗣 “I understand. I’ll go ahead and cancel that for you and issue a refund for the Passport purchase.”

3 Passport Member Charged Shipping
Eligible Item → Refund Shipping
🗣 “I’ll refund the shipping cost right away so you get the full benefit of your membership.”
Not Eligible → Clarify Exclusions
🗣 “This item isn’t part of the Passport program, which is why shipping was applied. I know that can be confusing, and I really appreciate your understanding.”

4 Canceling Passport Purchased on Phone Order
🗣 “Since your Passport was purchased over the phone, I can retrieve the order here and process a refund for you. I’ll also submit the Passport cancellation form so your membership will be closed properly.”

5 Canceling Passport Purchased on Web Order
🗣 “Since this Passport was purchased online, I’ll process the refund through our Passport form. Once submitted, your membership will be canceled.”

6 Auto-Renew Refunds (Handled by Passport Team)
🗣 “For auto-renew refunds, I’ll connect you with our Passport Membership Team who specialize in those requests. They’ll be able to take care of this right away.”

If transfer fails or after hours:
🗣 “If for any reason the transfer doesn’t go through, you can also reach our Passport Team directly at 844-466-0161.”

Step 5: Closing
🗣 “I appreciate your patience while we got this sorted out. Thank you for being a Passport member — your benefits are very important to us, and we’re here to make sure you enjoy them fully. Is there anything else I can help you with today?”

Closing spiel:
🗣 “Thank you for shopping with [Brand]. It’s been a pleasure speaking with you today — have a wonderful day!”

📞 Status Check – Call Flow
Step 1 – Acknowledge
🗣️ “I understand you’d like to check the status of your order. I’ll be glad to help with that.”

Step 2 – Retrieval Process
Determining Whether the Caller is Verified or Unverified
Policy Change: If the delivery window in Microsoft Dynamics shows the Full Name + Phone Number, the caller is considered verified.
Email address is no longer required as part of verification.
✅ When verified → Do NOT ask them to verify their information. Instead, use soft confirmation to ensure you’re speaking with the correct person.
Example Verbiage:
🗣️ “Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?”
(If no email is shown):
🗣️ “May I add your email address so I can send your order confirmation?”
❌ If the information does not match or is missing → Caller is Unverified.
👉 Follow the normal verification process:
Ask for Customer Name + Billing Address
Ask for Recipient Name + Shipping Address

Step 3 – Status Verification
Check the status of the shipment in SSC (Single Source of Customer).
Inform the customer clearly about the status of the order (e.g., shipped, in transit, delivered, or pending).
Agent Script Example:
🗣️ “I’ve checked your order, and I can confirm that it is currently in transit and expected to arrive by date].”

Step 4 – Summarize
🗣️ “So just to recap, your order [order number/recipient name] is currently [status], with delivery expected on [date].”

Step 5 – Offer (Optional Cross-Sell)
🗣️ “Because you’re a valued customer, I’d love to tell you about a special offer we have today. Many of our customers enjoy adding one of our customer-favorite sale items to their orders — would you like me to share the details?”

Step 6 – Closing Spiel (Corrected)
🗣️ “Thank you again for shopping with [Brand Name]. I’m glad I could check on your order today. Is there anything else I can assist you with to make sure everything is just right?”

🗣️ “We truly appreciate your trust in us, and we look forward to helping you with your future orders. Have a wonderful day/night!”

📞 Call Flow: Damaged Item
Step 1: Acknowledge & Apologize
Agent Script:
“I’m so sorry to hear your order arrived damaged. That’s not the experience we want for you or your recipient. Let me take care of this right away.”

Step 2: Retrieval Process – Determine Verification
Check MSD Window Panel:
If Full Name + Phone Number appear → Caller is Verified.
Do NOT ask to verify.
Use soft confirmation instead:
Agent Script Example:
Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still kathy@gmail.com?”
(If no email is shown): “May I add your email address so I can send your order confirmation?”
If name is incorrect or information is missing → Caller is Unverified.
Follow normal verification process:
Customer: Ask for name + billing address
Recipient: Ask for name + shipping address

Step 3: Resolution Options (Decision Path)
1 Less than 50% Damaged → Partial Replacement
Agent Script:
“Since part of the order is still in good condition, I can send a partial replacement for the damaged portion.”

2 More than 50% Damaged → Full Replacement (same or comparable item)
Agent Script:
“I completely understand. I’ll arrange a full replacement of the same or a comparable item so your gift arrives as it should.”

3 If Customer does not accept a Replacement → Refund Item
Agent Script:
“If a replacement doesn’t work for you, I can process a refund for the item instead.”

4 Final Gesture → Apology Call or Letter to Recipient
Agent Script:
“As an added step, I’d also like to send an apology call or letter to the recipient to let them know how much we care about making this right.”

Step 3.5: Summarizing & Goodwill Gesture
Agent Script:
“Let me quickly summarize the details of what we’ll be doing for you today [summarize resolution].
As a token of appreciation, I’d also like to let you know about one of our one of a kind item— it’s a great way to treat yourself or send a little something extra.”

Step 4: Closing
Agent Script:
“Thank you again for your patience while we resolved this. Thank you for shopping with [Brand] — it’s been a pleasure speaking with you today. Have a wonderful day!”

📞 Call Flow: Late Arrival
Step 1: Acknowledge & Apologize
Agent Script:
“I’m so sorry your order arrived later than expected. I completely understand how important it is for your gift to arrive on time. Let me look into this for you right away.”

Step 2: Retrieval Process – Determine Verification
Check Microsoft Dynamics:
If Full Name + Phone Number appear → Caller is Verified.
Do NOT ask to verify.
Use soft confirmation instead:
Agent Script Example: y
“Great! I’d be happy to help. Am I speaking with Kathy? Are you still on Main Street? Is your email still kathy@gmail.com?”
(If no email is shown): “May I add your email address so I can send your order confirmation?”
If name is incorrect or information is missing → Caller is Unverified.
Follow normal verification process:
Customer: Ask for name + billing address
Recipient: Ask for name + shipping address

Step 3: Resolution Options (with Transitions)
1 First Offer → Track Order in SSC
Agent Script:
“Let me check our SSC tracking system to confirm when your order arrived.”
If customer still dissatisfied:
“I completely understand, let’s explore the next option to make this right.”
2 Second Offer → Refund Shipping (or 20% off if Passport Member)
Agent Script:
“I can issue a refund for the shipping cost. If your order had free shipping and you’re a Passport Member, I can instead apply 20% off the item.”
If declined:
“Not a problem, let me share another resolution that may work better for you.”
3 Third Offer → Refund the Item
Agent Script:
“If a shipping refund doesn’t fully resolve the issue, I can process a refund for the item itself.”
If declined:
“I understand, let’s consider one last option that may help restore the experience.”
4 Fourth Offer → Apology Call or Letter to Recipient
Agent Script:
“As an added courtesy, I’d also like to send an apology call or letter to the recipient to let them know how much we value making this right.”

Step 3.5: Summarizing & Goodwill Gesture
Agent Script:
“Let me summarize what we’ve done for you today [summarize resolution]. As a way to thank you for your patience, I’d also like to let you know about one of our wonderful items— it could be a nice way to send an additional gift at a great value.”

Step 4: Closing
Agent Script:
“Thank you again for your patience while we resolved this. Thank you for shopping with [Brand] — it’s been a pleasure speaking with you today. Have a wonderful day!”

📞 Call Flow: Greeting Issue
Step 1: Acknowledge & Apologize
Agent Script:
“Thank you for letting us know. I sincerely apologize that there was an issue with the greeting on your order. Let me check the details and take care of this for you.”

Step 2: Retrieval Process – Verification Check
Check Microsoft Dynamics for Full Name + Phone Number.
If present → Caller is Verified.
Soft confirmation only:
“Great! I’d be happy to assist. Am I speaking with Kathy? Are you still on Main Street? Is your email still kathy@gmail.com?”
If no email:
“May I add your email address so I can send you the order confirmation?”
If the information is incorrect or missing → Follow normal verification process (ask for customer name + billing address and recipient name + shipping address).

Step 3: Resolution Options
1️⃣ First Offer – Track Shipment in SSC
If Unshipped:
Correct the greeting message before it is processed.
Agent Script:
“I see your order hasn’t shipped yet. I’ll go ahead and correct the greeting for you before it goes out.”

-If Shipped:
Replacements cannot include greetings.
Offer apology call or letter to recipient instead.
Agent Script:
“Your order has already shipped, and unfortunately replacements do not include label greetings. However, I’d be happy to arrange a personal apology call or letter to the recipient to express our apologies and ensure they feel valued.”

Step 3.5: Summarize Before Closing
Agent Script:
“Let me summarize what we’ll be doing today: [recap correction or apology arrangement].”
Transition to offer:
“Because you’re a valued customer, I’d love to tell you about a special offer we have today.”

Step 4: Closing
Agent Script:
“I truly appreciate your patience while we worked through this. Thank you for shopping with [Brand], it’s been a pleasure speaking with you today. Have a wonderful day!”

📞 Order Change – Call Flow
Step 1 – Acknowledge
🗣️ “I understand you’d like to make a change to your order — I’ll be happy to check this for you.”

Step 2 – Retrieval Process
Determining Whether the Caller is Verified or Unverified
Policy Change: If Microsoft Dynamics shows the Full Name + Phone Number, the caller is considered verified.

Email address is not required as part of verification.
✅ When verified → Do NOT ask them to verify their information. Instead, use soft confirmation to ensure you’re speaking with the correct person.
Example Verbiage:
🗣️ “Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email ___?”

(If no email is shown):
🗣️ “May I add your email address so I can send your order confirmation?”
❌ If the information does not match or is missing → Caller is Unverified.
👉 Follow the normal verification process:
Ask for Customer Name + Billing Address
Ask for Recipient Name + Shipping Address

Step 3 – Verification Process
Check the status of the item in SSC.
✅ If the system allows the change → Inform the customer that the change will be made.
❌ If the system does not allow the change → Inform the customer that the change is no longer possible.
Agent Scripts:
If change is allowed:
🗣️ “I’ve checked, and we can still update your order. I’ll go ahead and make the change for you now.”
If change is not allowed:
🗣️ “I’ve checked the system, and unfortunately, changes can no longer be made to this order at this stage.”
If customer insists after denial:
🗣️ “What we can do is allow the current order to ship as is, and then I can arrange a replacement to reflect the changes you’d like. Would that work for you?”
Step 4 – Summarize
🗣️ “Just to recap, we’ve [made the change/confirmed that the change can’t be made but offered a solution].”
Step 5 – Offer (Cross-Sell)
🗣️ “Because you’re a valued shopper with us, I’d be happy to share an exclusive offer we have today. It’s one of our customer favorites — would you like the details?”
Step 6 – Closing Spiel
🗣️ “Thank you again for shopping with [Brand Name]. I’m glad I could assist you with your order today. Is there anything else I can help with to make sure everything is just right?”
🗣️ “We truly appreciate your trust in us, and we look forward to helping you with your future orders. Have a wonderful day/night!”


📞 Cancellation Call Flow
Step 1: Acknowledgement
🗣️ “I understand you’d like to cancel your order. I’d be happy to look into this for you.”, just to clarify would you like to cancel the whole order or just the item?

Step 2: Retrieval Process – Caller Verification
Policy Change:
If the call delivery window shows FULL NAME + PHONE NUMBER, the caller is considered verified.
Email address is no longer a factor.
✅ If Verified:
DO NOT ask them to verify their info.
Instead, quickly confirm you’re speaking to the correct person.
Example Verbiage:
🗣️Am I speaking with(name visible in MSD) ? Are you still on (mention the billing address of the customer) Is your email still ___?”
🗣️ “Is your email still kathy@gmail.com?”
🗣️ (If no email is shown): “May I add your email address so I can send you an order confirmation?”
❌ If customer says the name is incorrect → Follow the normal verification process.

Step 3: Verification Process
Determine the reason for cancellation → you may be able to offer alternatives.
🗣️ “May I ask what’s prompting the cancellation? Sometimes we can make changes that better fit your needs.”

Step 4: Check Order Status
If system allows cancellation:
🗣️ “I’ve checked the order, and I can process the cancellation for you.”
If system does not allow cancellation:
🗣️ “I’m sorry, but at this stage the cancellation is no longer possible.”
If customer insists:
🗣️ “In this case, the item would need to ship first. Once received, we can then process a replacement to make the needed changes.”

Step 5: Summarize & Offer
Summarize what has been done.
If possible, offer alternatives (replacement, product change, discount, etc.).

Step 6 – Offer (Optional Cross-Sell)
🗣️ “Because you’re a valued customer, I’d love to tell you about a special offer we have today. Many of our customers enjoy adding one of our customer-favorite sale items to their orders — would you like me to share the details?”

Step 7 – Closing Spiel (Corrected)
🗣️ “Thank you again for shopping with [Brand Name]. I’m glad I could check on your order today. Is there anything else I can assist you with to make sure everything is just right?”

🗣️ “We truly appreciate your trust in us, and we look forward to helping you with your future orders. Have a wonderful day/night!”


🌟 Order Placement Call Flow with Celebratory Tone
1️⃣ Greeting

🎉 If the customer says they want to place an order:
🗣️ “That’s wonderful — I’d be more than happy to help you place an order today! It’s always exciting to be part of sending something special.”

⚠️ If the Customer Details Panel is already populated with full name, phone number, and email address, skip the next section and go directly to Retrieve Recipient Info.

2️⃣ Verify Customer Information 🗣️ “Thank you for calling [BRAND NAME], my name is [FIRST NAME]. How may I assist you today?”

Phone Number:
🗣️ “Is your phone number still [PHONE NUMBER]? Thank you. Is this the number you usually use when calling us?”

Name & Address:
🗣️ “May I have your first and last name, and your street address, please?”
Email Address:
If email exists:
🗣️ “Is your email address still [EMAIL]?”
If it shows as
ROLE BASED EMAIL

🗣️ “I noticed your email is listed as private relay. May I update it with a preferred email so we can send your order confirmation?”
If no email exists:
🗣️ “May I add an email to your account so we can send you a confirmation of the order?”
✔️ Verify the email for accuracy.
3️⃣ Retrieve Recipient Information
🗣️ “[Customer Name], are you ordering this gift for yourself or someone else today?”
🗣️ “May I have the phone number of the first recipient, please?”
🗣️ “Is this for [RECIPIENT NAME]? And are they still at [STREET NAME]? Thank you!”
ℹ️ You may also use the Address Book to select and verify existing recipients.
4️⃣ Original Item Information
🗣️ “May I have the first item number, please? … Thank you!”
🗣️ “That’s a lovely choice! That is our [ITEM NAME] for [PRICE]. This item will arrive by [DELIVERY DATE].”
5️⃣ Sales Offers (Upsell & Add-ons)
⚠️ It is REQUIRED to offer an upsell or add-on if prompted.
🗣️ “Just so you know, we have some wonderful add-ons available to complement your gift — would you like to hear about them?”
6️⃣ Greeting Card Offer
🗣️ “Would you like to include one of our beautifully designed personalized greeting cards for just $4.99, or would you prefer the complimentary message on the shipping label?”
🗣️ “How would you like the message and signature to read?”
✔️ Repeat the greeting message back to ensure accuracy.
💡 Remind them to include their name so the recipient knows who the gift is from.
7️⃣ Next Recipient (if applicable)
🗣️ “May I have the phone number of the next recipient, please?”
🗣️ “Are you sending to anyone else today?”
8️⃣ Telephone Special Offer
🎉 Use positive and engaging language — this is a requirement.
🗣️ “For calling in today, you qualify for our [ITEM NAME & DESCRIPTION], available for a limited time only. It’s a fantastic value at just [PRICE] — that’s a savings of [SAVINGS]! Would you like to add one to your order?”
💡 Use rich, descriptive language (e.g., “indulgent”, “festive”, “customer favorite”).
9️⃣ Passport Membership Offer
🗣️ “Let me share a special perk — our Celebrations Passport Program! For just $29.99 a year, you receive free standard shipping and no service charge on eligible items from our entire family of brands.”
🗣️ “The savings start today — including this order. Would you like to enroll?”
⚠️ If the customer says yes, you must read the Terms & Conditions verbatim.
🔟 Payment (Mask the Call)
🗣️ “Your order total is [ORDER TOTAL].”
⚠️ Mask the call during the entire payment process.
If token does NOT display:
🗣️ “May I have your credit card number and expiration date, please? And the 3- or 4-digit security code on your card? Thank you.”
If token DOES display:
🗣️ “What are the last four digits of the card you’d like to use for this order?”
✅ Unmask the call after payment is complete.
1️⃣1️⃣ Final Confirmation & Closing
🗣️ “Is there anything else I can help you with today?”
🗣️ “Thank you so much for shopping with [BRAND NAME] today!”
🎉 Add a warm celebratory closing:
🗣️ “It’s been a pleasure helping you make someone’s day — have a wonderful day!”
🗣️ “Thank you again, and I hope your gift brings lots of smiles!”
🗣️ “We truly appreciate your order — wishing you all the best!”