🗣️ “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!”