cristina

A: "THANK YOU! FOR CALLING HARRY AND DAVID. MY NAME IS CRISTINA. HOW MAY I ASSIST YOU TODAY?

C:

if positive A: "THAT'S WONDERFUL ---- "I'D BE MORE THAN HAPPY TO ASSIST YOU TODAY!

if negative C: "I'm so sorry to hear that, "I'd be more than willing to assist you today!"

if needed A: DO YOU ALREADY HAD AN ACCOUNT HERE OR FIRST TIME CUSTOMER?

IF YES RETRIEVE RECEPIENT INFO

“[Customer Name], are you ordering this gift for yourself or someone else today?”

IF NO

“May I have your first and last name?"

TO VERIFY ____________ IS THAT CORRECT?

CAN YOU PLEASE PROVIDE YOUR BILLING ADDRESS PLEASE?

TO VERIFY___________ IS THAT CORRECT?

HOW ABOUT YOUR PHONE NUMBER: TO VERIFY___________ IS THAT CORRECT?

MAY I HAVE YOUR EMAIL ADDRESS SO WE CAN SEND YOU A CONFIRMATION OF YOUR ORDER? TO VERIFY ___________ IS THAT CORRECT?

“[Customer Name], are you ordering this gift for yourself or someone else today?”

RECEPIENT INFO

CAN I HAVE YOUR ITEM NUMBER PLEASE?

“That’s a lovely choice! That is our [ITEM NAME] for [PRICE]. This item will arrive by [DELIVERY DATE].”

UPON CHECKING ON OUR SYSTEM THE DELIVEY DATE IS ON -____________?

“Just so you know, we have some wonderful add-ons available to complement your gift — would you like to hear about them?”

“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?”

TSP

PASSPORT MEMBERSHIP

“Your order total is [ORDER TOTAL].”

SO WE CAN PROCEED TO THE PAYMENT

“May I have your credit card number and expiration date, please? And the 3- or 4-digit security code on your card? Thank you.”

Final Confirmation & Closing

UPON CHECKING ON OUR SYSTEM I CAN ONLY SEE YOUR 4 DIGIT CARD NUMBER IT'S 1234 IS THAT CORRECT

SO LET ME JUST VALIDATE YOUR ORDER

I SUCCESSFULLY PROCESS YOUR

“Is there anything else I can help you with today?” HAVE I ADDRESSED ALL YOUR CONCERNS TODAY?

“Thank you so much for shopping with HARRY AND DAVID ------- " AND HAVE A WODERFUL DAY!”