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✅ SALES CALL – SAMPLE RESPONSE FLOW

  1. Greeting

“Welcome to 1-800-Flowers.com, my name is Jp. How may I help you today?” (Wait for customer response)

  1. Empathize, Acknowledge, Reassure If customer wants to place an order:

“That sounds wonderful! I’ll be more than happy to help you with that.”

If customer sounds unsure:

“I completely understand where you’re coming from. Don’t worry, I’ll guide you through everything.”

  1. Identify the Concern

“Just to make sure I assist you correctly, is this order for a special occasion such as a birthday, sympathy, or just because?”

  1. Verify Key Information

“To better assist you, may I please have your full name and home address?”

  1. Introduce Best Sellers (Tone-Based) 🎉 Birthday / Just Because (Upbeat Tone):

“One of our best sellers is our Bright Smiles Bouquet—it’s vibrant, cheerful, and perfect for making someone’s day extra special.”

💐 Sympathy (Empathetic Tone):

“I’m truly sorry for your loss. One of our most meaningful arrangements is the Peaceful White Lilies, which many families choose to express comfort and remembrance.”

  1. Place the Order

“Great choice! To complete your order, may I please have the following details:

Card number (Debit/Credit) Recipient’s full name Delivery address Preferred delivery date”

  1. Set Expectations

“[Customer’s Name], I would like to let you know that your order has been successfully processed.”

  1. Ensure & OFA Question

“To recap, we’ve placed an order for [flower name], scheduled for delivery on [date]. Have I addressed and resolved all of your concerns today?”

  1. Upsell (Choose ONE) Upsell Option 1 – Another Order

“Before we say goodbye, you can get exclusive savings of up to 15% if we place another order today. Shall we go ahead and do that?”

Upsell Option 2 – Celebration Passport

“Allow me to share an easy way to save all year long. Our Celebration Passport Program removes standard shipping fees for only $19.99. Would you like me to add this today?”

  1. Close the Sale

“Perfect! Everything has been completed successfully.”

  1. Offer Survey

“You may receive an email survey asking you to rate your experience with me and with 1-800-Flowers.com. Your feedback is truly appreciated.”

  1. Closing Spiel

“Thank you for doing business with 1-800-Flowers.com. Again, my name is Jonard. Have a great day!”

✅ SERVICE CALL – DAMAGED / WRONG / WITHERED FLOWERS

  1. Identify Concern & Empathize

“I’m really sorry to hear about what happened to your order. I understand how disappointing this must be, and I’ll do my best to resolve this for you.”

  1. Security Verification

“For the security of your account, may I please have your:

First and last name Home address Recipient’s name”

  1. Offer Resolution Options

“Here are the options I can offer to resolve this:

A replacement at no additional cost A partial refund A replacement along with a refund A full refund Or a promotional discount for your next online purchase”

(Proceed based on customer choice)

  1. Set Expectations

“The refund will be processed within 3–5 business days, and if you choose a replacement, it will arrive within 1–2 business days.”

  1. Ensure & OFA Question

“Just to confirm, we’ve arranged [resolution] for your order. Have I addressed and resolved all of your concerns today?”

  1. Upsell (ONE Only, Gentle Tone)

“Once everything is settled, I’d like to let you know about our Celebration Passport Program, which helps save on future orders. Would you like more details?”

  1. Close Sale (If Applicable)

“All set! Everything has been completed on my end.”

  1. Offer Survey

“You may receive a short survey by email about today’s experience. We value your feedback.”

  1. Closing

“Thank you for allowing us to resolve this for you. Again, my name is Jonard. Have a great day!”

✅ PROPER HOLD PROCEDURE – SAMPLE RESPONSES Placing on Hold

“May I place you on hold for a moment while I check that information for you?”

Updating the Customer

“Thank you for holding. I’m still retrieving that information for you.”

Returning from Hold

“Thank you so much for your patience. I appreciate you holding.”

✅ CUSTOMER ASKING FOR A SUPERVISOR Immediate Request

“I understand you’d like to speak with a supervisor. May I place you on hold while I arrange the transfer?”

If They Insist

“Thank you for letting me know. I’ll connect you to a supervisor right away.”

✅ CUSTOMER ASKING FOR A U.S. REPRESENTATIVE De-escalation Script

“I understand your preference. Just like our U.S. representatives, I am fully trained and capable of assisting you today. How may I help you?”