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🗣️ “May I have your first and last name.

🗣️ “May I also have your home address, please?”

🗣️ “Lastly, may I get you email?" If it shows as @privaterelay.appleid.com :

🗣️ “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!”