CALL FLOW SCRIPT

SALES CALL

Ring ring 5167267177 is calling

Agent: Hello, thank you for calling 1-800flowers.com! My name is (Your Name), how may I help you today?

Customer: Hi, (Agent Name). I'd like to order an arrangement for my wife's birthday. She loves black roses, and actually I've already visited your website. I saw this beautiful flower arrangement. Its name is Midnight Black Roses. May I know if this arrangement is still available on December 3?

Agent: Wow! That's an exciting event. By the way, happy birthday to your wife. I'd be happy to process this order for a very lovely occasion.

Agent: Before we proceed, can I have your first name and last name?

Customer: Your Name

Agent: Thank you, (Customer Name). May I have your phone number and your zip code please?

Customer: It's 516–72–7177 and my zip code is 10011.

Agent: Is it New York, New York?

Customer: That's correct.

Agent: So who will be receiving this arrangement? May I have their full name?

Customer: Recipient's Name

Agent: Oh I see, she's the lucky girl!

Customer: Yeah I love her the most.

Agent: To check if the product is available in the area, may i have her zip code please?

Customer: It's 10011.

Agent: Thank you for answering, may I hold the call for 1–2 minutes so I can start looking for your order?

Customer: Okay.

Agent: Thank you for your understanding.

PUTS THE CALL ON HOLD

Proceed to search the product using its product code using F11 Product Details. Input the product code on F6 Back to Search. Then tap Enter.

RETURNS THE CALL

Agent: Hello, I appreciate your patience. The Midnight Black Roses that you found on our website is available. The costs starts from $54.99 to $89.99. We have a variety of arrangement item combinations available, have you already decided which one do you want? (Offer what's available when the customer didn't visit our website)

Customer: I want the 24-stems with red vase

Agent: That's a lovely choice!

Agent: Would you like to add a greeting card?

Customer: No, not really.

Agent: No worries. May I have the recipient's address which will be used as the delivery address.

Customer: 47 West 13th Street, New York, New York.

Agent: Thank you. May I also have the recipient's phone number? So we can contact her when the arrangement has arrived.

Customer: No, I will also be the one to receive it since I wanted to be the one to give it to her. It's a surprise gift after all.

Agent: Oh alright, I understand. That's so sweet! So I will be using your phone number instead, is that correct?

Customer: Yes please.

Agent: Okay. Once again, your preferred delivery date is December 3, is that correct?

Customer: Yes, that's correct.

Agent: Thank you for confirming. Your order will be delivered in a standard shipping on Wednesday, December 3, and the delivery fee will be $17.99.

Customer: Yeah that would be most appreciated.

Agent: I will be placing the order, are you going to use a debit card or a credit card?

Customer: I will use my credit card.

Agent: Before we proceed, I would like to let you know that this call is recorded, so I will mask the call to keep your privacy safe.

Agent: Sure, may I have your card number?

Customer: 378282246310005.

Agent: When will your card expire?

Customer: October, 2029

Agent: Thank you. May I know if you're the card holder?

Customer: Yes, I am.

Agent: Just to confirm it, may I know the full name that's written on the card?

Customer: Yeah it's me, (Customer Name).

Agent: Thank you. Do you have any alternative phone number?

Customer: It's 7182564785.

Agent: Thank you for providing these information. May I please have your email address?

Customer: Okay sure, my email is (Your Email Address).

Agent: Thank you for providing your email address, we will send the order details to your email address.

Anyway, let me just clarify your order. Your order is 24-stems Midnight Black Roses with a red vase that is meant for (Recipient's Name)'s birthday is about $89.99 and will be delivered to 47 West 13th Street, New York, New York, on Wednesday, December 3. Is that correct?

Customer: Yeah, that's right.

Agent: Alright (Customer Name), you will be charged for a total of $117.56 including tax.

Customer: Yeah, sure sure.

Agent: I have successfully placed your order. Please look forward to it.

Agent: Is there anything else I can help you with?

Customer: No, that's all.

Agent: I'm glad that everything is taken care of, but before we say goodbye. Allow me to share an easy way to save money all year round. Our Celebration Passport Program frees you from standard shipping and service charge payments on eligible products from our family of brands. The introductory price is only $19.99, and discounts start today. Shall I add this to your order?

Customer: No, I'm gonna have to pass

Agent: Yeah sure, it's fine.

Agent: I hope you are extremely satisfied with the service that I provided you today. Again, my name is ______, and thank you for calling 1-800flower.com. Have a nice day!

Let the customer end the call