Shared note

I'm sorry for the inconvinience that you're dealing right now , I understand how frustrated you are. But I'll assure you that we 'll take an action to the issue. Is there anything else that I can help ?

Intro - Thankyou for calling 1-800Flowers.com , My name is Reina , how may I assist you today ?

• All right , great! I'd like to help you with that!
• I just need some information of yours , What is your name? (last n , number (repeat for clarification) , who's receiving the gift , address , telephone num of recipient , asking for the product , when to deliver , asking for add ons "what would you like the card message to say?" Payment option: How would you like to pay for this order? When would you like for the item to deliver?
• okay , and I'm ready for that card number whenever you are. (exp. date) ( verifying billing address )
• repeat the information
• Is there anything else that I can do for you today? -Thank you so much for shopping with 1-800 flowers.com , you have a great day.

(name) , I've arranged for your order to be delivered tomo. It should be arrive between 9 am - 8pm in the recipient's time zone. Your order number is [xxxxxx] and your total is [$xx.xx].

Is there anything else I can help you with? Thank you again for your business with [brand name]. Have a good day/night.

New Customers: "Since you are a new customer, if you place your order now, I can apply a 10% discount so you may try our service."

Existing Customers: "Since you have used our service before, you know how much we value our customers. If you place your order now, I can apply a special one-time savings of 10% to your order."

Add-ons are usually balloons, candy or a plush. The variety of add-ons varies by recipient zip code.

Suggested Scripting: "As a finishing touch, to really make them smile, we can add a bright, shiny balloon for just $5.99, or even a stuffed animal and a box of candy!"

Scripting example: "As a way to say thank you for ordering today, I'd like to offer you a special price on our Cheryl's Favorites cookie box. It includes 24 individually wrapped cookies for only $24 – a retail value of over $49.99! Our cookie box features 10 unique flavors – a great way to try a variety of our most popular cookies. Who would you like to send this to?"

ATLAS is our order management software. ATLAS is used to place new orders. ATLAS is used to modify and/or cancel existing orders. It is also used to handle all service issues ATLAS is used to work our queues where orders are waiting to be serviced.

In order to access ATLAS, you must first log into AVD. AVD stands for Azure Virtual Desktop.

F2 - Show/Edit Addon in Recipient/Product/Card Mesg. Screen F3 - Pulls Occasion List in Recipient/Product/Card Mesg. Screen and Explodes Shorthand codes in Card Message Window F5 - Show/Edit CYO/Tower in Recipient/Product/Card Mesg. Screen F6 - Show/Edit Card Mesg. in Recipient/Product/Card Mesg. Screen F7 - Show/Edit Wrap-up in Recipient/Product/Card Mesg. Screen F8 - Show Gift List F9 - Terminate Order F11 - Products and Promotions

Shortcuts By clicking the [Recipient/Product Card Mesg.] or [Customer Payment] buttons at the top of your screen you can quickly access those parts of the order. You can do this during any part of your order after the Welcome Screen, but before the Review Order Screen.

How to Place an Order in ATLAS

The Beginning of a Call

• The first thing you will do on a call is greet your customer! Thank them for calling, brand the call, and introduce yourself.

Then offer your friendly, professional, and efficient help.

The Middle of a Call

Adding Recipients and Products Delivery Date Gift Message

The End of a Call

Customer Payment Screen

Greeting Welcome Screen

Note: CCO and TPF products are not divided by occasion.

You will still ask the customer for the occasion and then proceed to the next screen.

Searching for a Customer's Account On the Welcome Screen, you can search for the customer's account using their first and last name and telephone number.

California Pricing Transparency Law

Californians must be presented with their order total including service fees/all mandatory charges BEFORE they complete the transaction due to the Price Transparency Bill. This is why it is important to capture their zip code on the Welcome Screen

• In ATLAS, a pop-up will appear showing the order total that includes the merchandise price, service fee, and total. This must be presented to the customer before the transaction continues.

How to explain the fee breakdown: Product total This is for placing and guaranteeing your order (varies by brand) Inclusive of all store and federal taxes based om you recipient's zip code.

Entering Zip Code/Postal Code Information

For USA, Canada, and International orders, there are specific requirements that you must follow when entering the zip code/postal field in ATLAS.

Phone numbers always need to be included for international orders. Please check with the customer on the phone number format

USA - zip code is provided by as customer

• enter 5 number ( no spaces)
• confirm the city and state that ATLAS generates with the customer.

CANADA - zip code is provided by as customer

• Enter 6 characters (letters and numbers and a space between them)
• confirm the city and state that ATLAS generates with the customer.

Zip Code Cutoff

ATLAS may tell you that a zip code has been cut off.

What to do if this pop-up appears on the Welcome Screen:

Click [Exit] and proceed with the standardized order process. Do not read this to the customer. What to do if this pop-up appears on the Recipient Information Screen:

This pop-up means that delivery of the product is not available on this date in this zip code. Check [F11] for vendor items that may be available. If a vendor item is not available, you can also check for a different date.

The Middle of a Call

Adding Recipients and Products

Remember to actively listen and keyspell Delivery Date

Card Message

Promotion Codes: N Passport : Y

290891707