Opening Verbiage for Order and Internet Help Calls

Order Calls and Internet Help Line Calls

“Thank you for calling , my name is . May I help you with an order?"

Guiding Questions for Placing an Order

Clarify the reason for the call "I would be more than happy to assist you in placing an order."

"Is your phone number ___________?" (If both primary and call phone numbers are listed, you must ask the customer which number they usually use calling us and make sure that phone number is typed in the first phone field, even if it’s a cell phone number)

"May I have your first and last name and street address please?" (verify customer name and street address) ", thank you for providing that information" Thank the customer by First Name, First and Last Name or title if provided when thanking them for providing information”
Example: "Susan, thank you for providing that information!"

Email If email exists: “Is your email address still ?” If no email: “May I add an email address to your account in order to send you an emailed confirmation of this order?” (verify email address)

Recipient “, are you ordering for yourself or someone else today?"

"May I have the phone number for the first recipient, please? Thank you. Is this for ? And are they still on ? Thank you."

NOTE: You can also click the Address Book, select recipient and verify their name and address.

Original Item "May I have the first item number, please.......Thank you. That is our for ."

Sales Offers It is a requirement to offer an upsell at some point in the order. Also, add-ons if the window displays

Verify Final Item & Arrival "That is our for . This item will arrive by . And the next item number to this address, please?..... Thank you."

Greeting “Would you like me to enclose one of our personalized greeting cards for only $4.99, or would you prefer the complimentary greeting on the shipping label?”

"How would you like the message and signature to read?" (verify greeting) (NOTE: Be sure the greeting includes their name, otherwise recipient won't know who it's from)

Next Recipient "May I have the telephone number of the next recipient, please?"

Verify if done ordering "Are you ordering for anyone else today?” (If “no”, offer Telephone Special.) Telephone Special "For calling in today you qualify for our which is on sale for a limited time. It's a great value at only -- a savings of ! Would you like to add this to your order?" --- Customize the offer and use descriptive words!

Passport offer "Let me tell you about our Celebrations Passport Program! This yearly membership provides you with free standard shipping and no service charge on eligible products from our family of brands. The annual cost is only $29.99 and membership benefits can start today, including Free Shipping and No Service Charge on this order. Would you like to enroll today?" It is a requirement to read the T&Cs verbatim if the customer accepts your Passport offer Payment

Your order total is ."

CLICK TO MASK THE CALL

(It is a requirement that the entire payment portion of the call be masked. This includes when reading/verifying the bankcard number, 4-digit bankcard token, expiration date and CVV code.)

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 please? Thank you.” (verify credit card information given)

If token DOES display:

“What is the last four digits of the bankcard you wish to use on this order?”

CLICK TO UNMASK THE CALL

Closing Verbiage "Is there anything else I can help you with?

"Thank you for shopping with . Add warm closing, "It's been a pleasure speaking with you today, Have a wonderful day", etc

Example: Thank you for shopping with Harry and David and have a wonderful day"