ORDER ENTRY flow

PREFIX W - Website Misc - M Catalog - AP

SUFFIX HD - X WF - W VC - H

OPENING SPIEL

Thank you for calling (Harry and David, Wolferman's Bakery, Vital Choice) My name is Ryzae. How may I assist you today?

can I address you with your? (first name)

Of course! I'll be more than happy to assist you with your order.

sympathy: I'm very sorry to hear about your loss. I would be glad to help you send them since gift of condolences. I'm sorry to hear that you're unfeeling well. I would be glad to place an order for u.

but before that could you please VERIFY your can I call you with your? (first name)

F & Last name:
street address:
zip code:
email:

Thank you for providing those information, (CUSTOMER NAME)

does that sound correct?

(NAME OF CALLER) Are you ordering for yourself or someone else today?

If yes, may I have the phone number for the first recipient please? Thank you. Is this for (RECIPIENT NAME) And are they still on (STREET ADD) Thank you.
If no, or same as all, just click the CONTROL S

May I have the item number that you wanted to order?

(If none, suggest if they want a suggestion)

May I put this call on hold for 1 to 2 mins?"

That's a great choice! It' our (ITEM NAME) for (ITEM PRICE)

UPSELL (it will pop up/have already script when you click it)

By the way, I know you have excellent choice with CUST PREFFEERED ITEM however we have an option here to upgrade to our UPSELL ITEM. Would you like this instead?

ADD-ON (it will pop up/have already script when you click it)

You have an option to add our ADD-ON ITEM , shall we add this to your order?

PERSONALIZED GREETING CARD (2xclick the personalized greeting card that pop upper button)

Would you like me to enclose one of our beautiful personalized greeting cards for only $4.99, or would you prefer the complimentary greeting on the shipping label?

If declined personalized greeting card "How would you like the message and signature to read?" (verify the greetings) (double click the white board down there)

be sure the greeting includes their name, otherwise recipient won't know who it's from?

TSP (it will pop up/have already script when you click it)

For calling today you qualify for our "DESCRIPTIVE WORD" (item name and description) which is on sale for a limited time. It's great value at only (original price) a savings of (amount of savings)! Would you like to add this to your order?

Passport (they will pop up)

"Let me tell you about our Celebrations Passport Program! This yearly membership provides you with free standard shipping and no service charge on eligible products from our family of brands. The annual cost is only $14.99 and membership benefits can start today, including Free Shipping and No Service Charge on this order. Would you like to enroll today?"

It is a requirement to read the T&Cs verbatim if the customer accepts your Passport offer" If yes: Read the passport terms and conditions

ONE MOMENT PLEASE

Summary/Verify Final Item & Arrival

Your order total is (order total).

May I have your credit card number and expiration date, please? And the 3- or 4-digit security code on your card, please? Thank you.(verify credit card information given)

We're all set. I have already your order. You will receive an email confirmation of what I have processed.

IS THERE ANYTHING ELSE I CAN HELP YOU WTH?

CLOSING SPIEL

Thank you for shopping (Harry & David, Wolferman's Bakery, Vital's choice) again my name is Ryzae. it's been a pleasure speaking with you today. Have a wonderful day!

spouse: I apologize but I am only able to discuss the order with (customer's name). Would you please ask her/him to discuss the matter and arrange a resolution.

if the want to call the customer, locate the customers address phone to verify

VHold: This is _______ calling from ___________ I am calling you back . This call may be recorded for quality assurance purposes. How can I help you?

713-397-3628. +17133973628 - 11:46 AM You said: I'll re