Step 1: "Thank you for calling Harry and David, my name is _. How may I help you today? 
(wait for the customer to respond)

Step 2: "I'll be more than happy to assist you in placing an order." or
"I'll be more than happy to assist you with your order.”
(Acknowledge the customer's concern and identify the reason for the call.)

Step 3: Skip if there are no order numbers (unnecessary) "May I have your order number please?"

Step 4: "For the security of your account, can you please verify
your..."
• First and Last Name 
• Street Address
• Email Address
(Alright,)

Step 5: "Thank you for providing those information. Just to confirm, your name is _______, and your address is ________, and your email address is ________."
Repeat all of the details provided and acknowledge them by thanking the customer
(By the way)

Step 6: "To confirm my understanding, your concern is about placing an order, right?" (Oh, please say a happy birthday greetings from me)
After acknowledging it, paraphrase the concern of the customer to confirm understanding.

Step 7: Choose from the concerns below to better assist your customer. (in this case in ORDER ENTRY)

ORDER ENTRY

Step 8: Do you have any item in mind? or
"I suggest the Harry's Gift Box for $59.99 only."
Introduce the best sellers and offer the item that best suits their concerns and preference.
(I highly recommended our best seller)
(Just a quick trivia about our best seller)

Step 9: 
"May I have your debit or credit card number? "Just to confirm, that's ______, right?
(4 digits saying the number of the card)

"How about the expiration date?
 
"How about the 3-digit code on your card?"
 
"May I have the name of the recipient?"
"Just to confirm, the name is _______, right?" (You may use the Phonetics)
 
"May I have her/his address?" (verify again)
 
"May I ask when you would like the gift to be delivered?"
(Oh, please say a happy birthday greetings from me) 

Step 10: (RECAP)
"Just to recap, you ordered _______ for (amount) and it will be delivered to (name of the recipient) on (date of delivery)."
Validate all of the details and set the expectation of the customer

Step 11: "Are you ordering for anyone else today?"
Ask the customer if they will place another order for someone else.
(Oh, that's fine. Btw)

Step 12: If none, you may transition to your upsell script:
"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? "
Step 13: "Is there anything else I can help you with today?"

Step 14: Proceed with the closing spiel - 
"Thank you for shopping with Harry and David, we appreciate doing business with you. Have a wonderful day."




MS Team
47537340960160
jK6uA9aL