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Sales Simulator

Fomyouflowers.com From you flowers is a United States web based company out of old saybrook in Connecticut. we Provide floral delivery services for out customers via our website Fromyouflowers.com and we offer same day delivery and dropship delivery.

Placing a safe is an integral part of our work as an online flower retail company. either its on the website or over the phone.

The task you will be uptrained with is a core task for all inbound agents, which is us assisting the customer placing the order over the phone

800 838 8853 wecare@fromyouflowers.com

This training material will help you :

After logging in The interface will change as Pictured Below Next, Click the Fromyouflowers.com (phone orders) Phone orders Fromyouflowers.com Phone orders And this wil open a apage as pictured wherein agents can place one order for a fromyouflowers Customer.

Next log in to Five9, A aweb app we will used to recieve sales call. on your preferrd broset, preferably bing or google Chrome. After logging in you will be provided by the interaction as you can see on the screen.

then click the button under the agent afterwards this will open another tab asking under the station set-up

This will opt you to select the station type and type in the station ID

In our office, we need to click the softphone

Afterwards, it will forward you to the select your skills option. Next We need to find the following skills : FYF SALES Then View my Dashboard

Now To receive an FYF Sales call we need to click the not ready button to found top left

_ This will open a drop down button wherein the agent can select the pause or state of the five 9

This will prompt another selection from Five9 Wherein the agent need to make sure we click voice

Then Press Voice Then Confirm

This will change the Five9 interaction as you can see on the illustration. wherein the Agent is ready to accept a sales call

Now we wait for a call to go in your Five9

Then be ready to say your Opening Spiel and for phone name

You wil also be reminded of your opening spiel on the mark area on the illustration

You will also know what type of call and on what campaign it will go in on the call skill name tab on your five9

AFterwards, Usually the customer will say they will place an order

Then you need to ask for the delivery zip code After asking for the zip code we will check via Five9 if we have available deliveries on the said zip code

By doing so we will click on the sales

Then click show Guide

This will open another interaction just below Wherein a text box will appear to put the zip code

Then click find Dates

This will open a delivery calendar wherein we can check if the date is available for delivery

Also as an additional information the first 6 items will be florist Delivered Items.

And the remaining items below are dropship deliveries

Meaning if the dates next to it says true we can deliver Via UPS, FedEx, Roadie or USPS.

Next we will proceed o the OMS To place the order

This will open the delivery address form for you to fill in with customer information

Now start by asking the customer " May i have the Receivers first and last name?" Afterwards wait for the customer's answers

Now ask the customer. "May i have the receivers delivery address? Once the Address is filled up the postal code which will autofill the city and state

next is ask the Address type Where in you can click the drop down button and select Whatever the customer mentions back to you

Now for Example Click Residence

Next Is we ask the receivers phone number. usually the script ideally go this way

May i have the receivers Phone number?

Disregard special instructions unless if the customer is adamant to add on Then Click Submit

Now that we have the Delivery Address Filled With receiver's information. We will proceed with the card tab by clicking on it's change button

the card tab open where in you can add a card message on the text box provided.

Signature from The Sender

This will forward you back to the OMS and you will see the whole card message added on the order

Also, note that there is no need to change the card type

Next we will proceed on the product tab by clicking its change button

This will open the product tab for you to select he product the customer wants to delivery

ideally out spiel on this tab will run this way "Do you have an arrangement in mind or would you like a Suggestion?"

if the Customer answer's that they do have a product in mind. ideally you will get the products name on the website fromyouflowers.com and put the product number on its respective tab

Click continue

This will prompt a three selection from a regular Deluxe and premium

Select the size the customer preferred

this will add the item the customer preferred on the OMS

However, if the customer would ask for a suggestion, we first offer the DF1 Then click continue

this will open the florist design arrangement and offer three sizes, select the size the customer preferred

this will add the item the customer preferred on the OMS

next we need to ask the customer on what add ons they would prefer for delivery the ideal script should run as "to make it more special, would you like to add some (Product)"

to open the Add-Ons tab, Click its assigned change Button

(Product - you may select the number and the type per occasion)

Now normally the customer may provide the discount code after or while on the product

To add this on the order we need to hover up to the general tab and click its assigned change button

This will open a the General Tab wherein we need to make the following changes : "change it to whatever discount code the customer provides us over the phone."

Then change the phone screen code to the default 0000. click submit

this will apply the discount code on the product directly

now lets proceed on the delivery date by clicking its assigned change button

this will open a delivery calendar wherein we can select the preferred delivery date the customer wants for the order

For this example, lets try clicking Thu, Jan 25

make sure to skip the Expedited Delivery and the gift certificate tab not unless The customer wants to add one for the order.

Now lets proceed to the billing address tab by click its Assigned Change Button

Lets start by putting the first and last name of the customer. make sure that the said name is associated on the card they will use on placing the order On this Example lets try [First Name And Last Name]

[Location] Fand type Postal code [ Postal ] Which Will autofill the city and state

Next add Customers Phone number

Next add the customers email For Receipt Purposes

Then Submit Continue to Checkout

An order Recap Will appear wherein it will provide you the order total further breakdown of the charges

And when you scroll down further the payment tab will appear wherein you will ask for the card number expiration date and the verification number

And once all is set. Another page will pop-up wherein an Order Number will Appear which will be given to the Customer After.