How To Place An Order

Order Number: 6960032623

The Path of an Order:

-The End -The Beginning -The Middle

-Retrieving customers and recipients -Adding items Sales Opportunities, Delivery Dates, Greetings -Sales Opportunities, Promo Codes, Payments, Wrapping up

The Beginning Of a Call:

Start every call with a friendly greeting. -Thank the customer for calling. -Say the brand name. -Introduce yourself. -Ask how you can help.

Then give the customer friendly, professional service. "Thank you for calling [BRAND], my name is [YOUR NAME]. How may I assist you today?"

Customer Verification Before placing an order, determine if the customer is already verified.

Already Verified Needs Verification

Incoming Call in Dynamics

After an Interaction Comes In

Incoming Call in Dynamics

After an Interaction Comes In Verify the customer in this order First and last name Phone Number Street Address Do not verify the customer again. Continue with the order.

Email Address After verification, thank the customer by name and continue with the order.

Retrieving Customers Next, find the customer's account in CCS2. Always try at least two search methods before creating a new customer. Click each number for more information.

Try these search methods in order:

-Phone Number -Last Name and Zip Code -Email Address

Can't find the customer?

Collect the following information: -Phone Number -First and Last Name -Street Address -Phone Number Then create a new customer record.

Retrieving Recipients:

Always verify where the gift is going prior to adding items. Click each icon to learn more.

Yes: Press Ctrl + S to use the customer's information as the recipient.

No: Find the recipient. Search using these methods in order:

-Phone Number -Last Name and Zip Code -Still can't find the recipient? Create a new recipient. Enter the information as new.

Important: Recipients can only be retrieved if they have ordered from us before. If the recipient has never placed an order, create a new recipient.

Shipping Locations: Harry & David ships to addresses in the United States and Canada only. We do not ship to U.S. Territories, APO/FPO addresses, or international destinations outside of Canada

Duplicating An Address:

Use Duplicate Address when sending gifts to different people at the same address.

Don't Use it when... -Sending multiple gifts to the same person.

Use it when... -Sending gifts to different people at the same address. Example: Multiple employees at the same business.

Invalid Addresses: If an address cannot be validated, verify the address with the customer before continuing.

Invalid Address Message Appears:

Verify the address with the customer. Did the system suggest a corrected address?

Yes: the system suggested a corrected address.

Suggested Address Corrections -Verify the address with the customer. -Select the correct address.

• Click Use Corrections.

If the customer confirms the original address is correct, use the Address Override process.

No: no suggested address was provided.

Use Address Override when: -No suggested correction is available. -The system changes the address incorrectly. -The customer confirms the original address is correct.

If the customer is unsure of the address, select Set Hold for Specialty research.

(DISCOUNT CODE: CTE) DO NOT TELL THE CUSTOMER: !!ONE-TIME COURTESY!!

Refer to Article KA-02571 for more information.

BC= Bank Card PC= Personal Card

Mary Castro, 10011

Entering Items Every item has a unique item number.

PA-4104-X -Prefix:

The prefix identifies the catalog version. For example, PA = Peaches Catalog. To see what each prefix means, refer to Article KA-02592.

-Item Number: This is the unique number used to find the item.

-Suffix

The suffix identifies the item's brand.

X = Harry & David W = Wolferman's Bakery H = Vital Choice

Entering Wine Items:

When adding wine to an order, remember these requirements. Click each arrow for more information.

• Adult Signature Required Recipient must be 21 or older. An adult signature is required.

Wine shipments require a signature from an adult who is 21 or older. The person signing does not have to be the recipient. Examples include: . Recipient's spouse . Adult child (21 or older) . Business receptionist . Any adult available to accept the delivery

• Additional Verification Some states require additional verification.

If a verification window appears: . Complete only the required fields. . If a birth date is required, it must match the customer's name. . Enter accurate information before continuing.

Important: The system uses wine compliance software that checks names and birth dates. Entering incorrect information may place the order on hold.

• Customer & Recipient Names

Use first and last names. Do not use nicknames, family names or business names.

Use the customer's and recipient's first and last names.

Use: John Smith Mary Jones

Don't Use: The Jones Family Accounting Department Shipping Department

• Address Information

Address Lines 1 and 2 are for addresses only.

Address Line 1 and Address Line 2 are for addresses only. Do not enter: Customer names Recipient names Delivery instructions Special requests

• Business Recipients

Special steps are required when shipping wine to a business.

If the order contains wine and the recipient address is a business:

1. Change Address Type from Business to Home.
2. Change Recipient Type from Business to Individual.
3. Enter the recipient's first name.
4. Enter the recipient's last name.
5. Enter the business name in Name Line 2.

Entering Clubs Clubs allow our recipients to receive a gift delivery month after month for a one-time payment. We offer 3, 6, 9, and 12-month clubs.

In CCS2: A club item number is called a header item. It shows the entire club and includes an item number for each monthly shipment.

Think of the header item as the whole club. The component items are the monthly shipments.

When needed, press F2 on the header item and select Club/Collection Details to view each shipment in the club.

Click the circle to view club components

Click the circle for more information on Harry & David Clubs by Month.

Subscription Orders:

• Customers can schedule recurring deliveries for select products.

Important: Celebrations Passport® benefits apply. Coupons cannot be applied. Add-ons and greeting cards are included with the first delivery only.

Ordering Requirements:

• Available online only
• Require a valid email address
• Available for select products only

Customers can choose deliveries every:

• 2 weeks
• 4 weeks
• 8 weeks

Duration options:

• Ongoing until canceled
• 3 months
• 6 months
• 12 months

Mix & Match or Create Your Own (CYO):

Mix & Match and Create Your Own (CYO) items let customers personalize a gift by choosing different flavors, items and decorative bands for one price. Click each star for more information.

Decorative Bands:

• A decorative band is the paper sleeve wrapped around the outside of the gift box.

• Customers may be be able to choose different occasions, such as: . Happy Birthday . Thank You . Congratulations

Available decorative bands vary by product.

Items:

• Some products let customers choose different items (i.e., English muffins, bagels, waffles, scones).

Flavors:

• Customers may be able to choose different flavors for the items in the gift.

When you enter a Mix & Match or Create Your Own (CYO) item, the Collection Detail window opens.

Use the Collection Detail window to:

• Select the customer's requested flavors, items, and decorative bands.
• Complete all required selections before continuing.
• Select only the available choices shown.
• Select multiple quantities of the same flavor or item.
• Press F2 and select Club/Collection Detail to reopen this window at any time.

Arrival Date:

• The earliest available arrival date is selected automatically.
• If the customer requests a different arrival date, update it for the individual component item.

Review the order for accuracy and confirm all selections with the customer before saving.

How to Process a Gift List:

If a Gift List window appears after retrieving a customer, follow these steps. Select each numbered step for details.

Gift List Appears:

1. When you retrieve a customer, a Gift List window may appear.

Ask: "Would you like to order from your gift list?" Yes: Select the gift list and press F3. No: Press Esc to close the window.

Tip: If the wrong gift list opens, press Esc and select the correct gift list.

Review Each Recipient: 2. Before placing the order, verify the recipient's: Name Address Arrive-by date Item Greeting information

Select Option: 3. For each recipient, select the appropriate option.

Repeat - Reorder the same item from last year. Change - Select a different item for the recipient. Skip - Do not send a gift to the recipient this year.

Important: Do not ask the customer about their relationship to any recipient.

Inventory Inquiry:

Use Inventory Inquiry to check product availability, delivery dates, and ZIP code availability before placing an order.

When to use inventory inquiry:

• Use Inventory Inquiry to: -Check if an item is available. -Confirm the next available delivery date. -Verify delivery availability by ZIP code.

Before searching, have the customer's: -Brand -Recipient ZIP code -Item number -Quantity

Placing The Order:

If the customer wants to place an order after checking availability: -Select F5 to start a new order. -Retrieve the customer. -Continue with the order as normal.

The item you checked in Inventory Inquiry is automatically added as the first item on the order.

Refer to Article KA-02823 for complete instructions.

How to Enter Personalized Items:

Some Harry & David and Wolferman's gifts can be personalized. Click each box below to learn how to add personalization and identify personalized items.

Adding Personalization to an Eligible Item:

Only enter a quantity of 1 on each line for personalized items.

1. Enter the item number.
2. A Personalization screen will appear.
3. Fill in all required information.
4. Click Preview Your Personalization.
5. Select the checkbox labeled Confirm your personalization and accept Terms and Conditions. . Do not click or read the Terms and Conditions to the customer.
6. Click Add to Cart. "Tip: A green triangle in the corner of the Item Nbr field indicates that the item includes personalization."

Viewing or Editing the Personalization enterd:

1. Click F2 on the Item Nbr field, then select Club/Collection Details.
2. In the Collection Detail window, click on the first item (with the green triangle) and press F2.
3. Select Show Personalization. . The Personalization screen will appear.
4. Review or modify personalization as needed. -If changes are made: . Select the checkbox Confirm your personalization and accept Terms and Conditions. . Click Add to Cart.

Sold Out Items:

If a customer's item is sold out, use the available resources to recommend a comparable replacement.

• This is the sold-out message. If it appears, tell the customer: "I'm sorry the [ITEM NAME] is sold out. Let me see if I have something comparable."

Click OK to display any suggested substitutions.

If suggested substitutions are available, you will see this screen and you should:

• Offer the suggested substitution using the script provided.
• If the customer accepts, select the item or manually enter it.

If no suggested substitutions appear...

• Use the Masterlist or website to find a comparable replacement.
• When appropriate, recommend a similar item within $10 of the original item price.

Offering Upsells:

Offer the upsell at least once. Then follow the appropriate path based on the customer's response.

Offering The Upsell:

-This window appears when an upsell is available. -Offer the item to the customer at least once. -Tell the customer the additional charge shown in the window. -Use the suggested wording or your own words.

Customer Accepts the upsell: -Press Enter. -The upsell item replaces the original item.

Customer Declines the Upsell: -Press Esc. -The original item remains on the order.

Arrive-By Dates:

• An arrive-by date is the latest date the gift is expected to arrive. Items may arrive up to 7 business days earlier, depending on shipping. Click each scenario to learn how to handle the customer's request.

Keep the Earliest Available: CCS2 automatically selects the earliest available arrive-by date based on the delivery method required for the item. Some items ship using Standard Delivery. Perishable items ship using 2-Day or Overnight delivery. If the customer is happy with the selected date, no changes are needed.

Customer Wants a Later Date: If the customer wants the gift to arrive later: -Type over the system-generated arrive-by date. -Enter the customer's requested arrive-by date.

Customer Wants an Earlier Date: If the customer wants the gift to arrive sooner: -Press F2 in the REQ DATE field. -Choose an available express arrive-by date.

If the requested date isn't listed: -Select the closest available date. -Type over it with the customer's requested arrive-by date. -Tell the customer about any additional express charges.

Customer Wants an Exact Delivery Date: If the customer wants the gift to arrive on a specific day: -Explain that arrive-by dates guarantee the gift will arrive no later than the selected date, but it may arrive earlier.

If the customer needs delivery on a specific day, they must use an ON Guaranteed delivery service for an additional charge.

To select an ON Guaranteed service: -Press F2 in the REQ DATE field. -Select View Specific Carriers. -Choose FedEx Standard ON Guaranteed or FedEx Priority ON Guaranteed.

Only use an ON Guaranteed service when the customer specifically requests delivery on an exact day.

How to Enter Dates: MM/DD/YYYY

Month-only: MM/YYYY Leave the day blank

Month-Only Dates:

Month-only items ship based on harvest timing and weather conditions. Customers choose the month, but not a specific delivery day.

How to Explain Month-Only Dates: "The delivery of this item depends on the harvest, and I cannot provide a specific arrive-by date. We'll ship your(item name) to arrive sometime during the month of (month)".

Entering Month-Only Dates:

• Enter month-only dates as: MM/YYYY leave the day blank.

Week-Only Items:

Occassionally, some seasonal items may be deliverable during a specific week, instead of the entire month. Do not mention week-only delivery unless a pop-up on your screen instructs you to do so.

Holiday Codes: Holiday Codes automatically apply the correct holiday arrival window.

Holiday Codes automatically apply the correct holiday arrival window.

1. Press F2 in the arrival date field.
2. Select the appropriate Holiday Code.
3. The Holiday Code automatically applies the correct holiday arrival window.

Holiday Arrival Window: A Holiday Code guarantees delivery during the selected holiday arrival window.

Tell the customer: "That gift will arrive by ."

Important: Do not promise delivery on a specific date. The gift is guaranteed to arrive within the holiday arrival window.

Adding Add-ons:

-Add-Ons are additional products offered with eligible gifts. if selected, they ship in the same box as the original gift.

When you press Tab after entering the arrive date, an Add-on offer may appear.

Click each star to learn about the Add-On process.

Complimentary Greeting:

-A complimentary greeting is printed on the shipping label or packing slip.

Enter the greeting exactly as the customer wants it printed.

Always ask how the customer wants to sign the greeting. If it isn't signed, the recipient won't know who sent the gift.

Greeting Codes:

• Greeting codes are system shortcuts for common greetings. They save time and help prevent spelling errors.

• Press F6 while entering a greeting. Select Greeting Code to open the list of available greeting codes. Greeting Codes can be used in complimentary greetings and personalized greeting cards.

-Using Greeting Codes

• To use a Greeting Code:

1. Type an asterisk (*).
2. Enter the two-letter greeting code.
3. Continue typing the rest of the greeting.

Remember: Greeting Codes expand automatically when you press F3.

Before saving, review the expanded greeting to make sure:

• Names are correct.
• Spelling is accurate.
• Punctuation is correct.
• The greeting still fits within the available space.

Code:

1. AN - Anonymous Sender
2. BW - Best Wishes
3. CO - Congratulations
4. HA - Happy Anniversary
5. HB - Happy Birthday
6. HC - Happy Chanukah
7. HE - Happy Easter
8. HF - Happy Father's Day
9. HH - Happy Holidays
10. HK - Happy Hanukkah
11. HM - Happy Mother's Day

Personalized Greeting Cards:

• Personalized Greeting Cards let customers send a longer personalized message with their gift. Offer a personalized greeting card at least once per order when available.

Copy Previous Greeting

This is helpful when the customer is ordering for numerous recipients and states they want the greeting to be the same.

1. Press F6.
2. Select Copy Previous Greeting.
3. Double click the greeting you want to copy.
4. Press F3.

Personalized Greeting Card Details:

• $5.99
• Full color, 3" x 5" greeting card
• Up to 16 lines
• Up to 24 characters per line

How to Offer: "Would you like me to enclose one of our personalized greeting cards for only $5.99, or would you prefer the complimentary greeting on the shipping label?"

Changing Addresses, Items, and Greetings:

• Customers may change their minds mid-order and suddenly want to select a different item, change a greeting, or realize that one of their recipients recently moved and their address needs to be updated.

1. Select the Recipient

• Use the recipient dropdown to select the recipient you want to update.

1. Press Tab

• Press Tab to move to the field you want to change.

1. Press F2 in the field you want to update.

Depending on the field, here's what happens

• Address: Returns to the Recipient page so you can update the address.
• Item Number: Opens the Change Item window.
• Arrival Date: Opens available arrival date options to choose from.
• Greeting: Opens the greeting for editing.

1. Change Information

• Make the requested changes.

1. Press F3 to Save.

• When you're finished making your changes, press F3 to save them.

Finding Product Information:

• When a customer has questions about a product, always use approved resources to provide accurate information.

Where to find product information: Use these approved resources before submitting a Product Info Request:

• Company Website
• Master List
• Dynamics Knowledge Articles
• Browser search (for general information only, such as nutrition for fresh produce) Never guess or assume product information.

When to submit a product info request eform:

• Submit a Product Info Request E-Form when: The information cannot be found using approved resources. The customer requests follow-up.

Tell the customer: "I'll be happy to research that for you. You can expect a response via email within 48 hours."

Refer to Article KA-02604 for complete instructions and limitations.

Order at a Glance:

• Use the Order at a Glance tab to review each recipient on an order, confirm recipient status, and correct incomplete information before payment validation.

Review Recipients:

• Learn how to review recipient status and make changes.

Review Recipients Use the Order at a Glance tab to review recipients before completing an order. -Select the Order at a Glance tab. -Select the checkbox next to each recipient you want to review. . Tip: Select Select All if all recipients need to be reviewed. -Select Review Recipients. -Make any needed updates. -Select Review Next Recipient until all selected recipients have been reviewed. -Return to the Payment tab when all changes are complete.

Recipient Status: AOK: The recipient is complete. No changes are needed unless the customer requests one. INC: The recipient is incomplete. Review the recipient and correct any missing information before continuing.

Payment Validation Error:

• Learn what to do when payment validation fails.

Payment Validation Error If payment validation fails, review the Order at a Glance tab for incomplete recipients.

Verify the Following: -The Payment Total matches the Order Total. -Each recipient has an item. -Each recipient has a greeting.

Resolve the Error:

1. Open the Order at a Glance tab.
2. Review recipients with an INC status.
3. Add or correct any missing recipient information, item, or greeting.
4. Return to the Payment tab.
5. Validate the payment again. Refer to Article KA-02149 for complete procedures.

The End Of a Call:

The end of the call is about finalizing the transaction and obtaining payment for the order.

Final Sales Opportunities: Before collecting payment, offer any final sales opportunities, which includes:

• Telephone Specials (TSPs)
• Celebrations Passport

Payments & Discounts: Before completing the order:

• Apply any eligible promotion codes.
• Collect the customer's payment information.
• Review the final order total with the customer.

Closing The Call: -Before ending the call, say: "Is there anything else I can help you with today?" Remember to thank the customer for their order and invite them to shop with us again.

Offering the Telephone Special (TSP):

• The offer is given at the end of the call and will automatically pop up when you move to the payment screen.

When to Offer:

• Offer it after the customer has finished ordering. It is required on all Sales and Service calls.

Presenting the Offer:

• Use the suggested wording in the Telephone Special window or put it in your own words.

Always:

• State the dollar savings or percentage savings.
• Use enticing and descriptive language.
• Ask for the sale.

Example: "You can save 25% on our Tower of Treats today. Would you like me to add it to your order?"

Customer Response:

• If the customer accepts -Press Enter or double-click the item.
• Select the recipient. -The item is added automatically.

If the customer declines: -Press Esc or click the X in the upper-right corner to close the -Telephone Special window.

Hassle Free If a customer requests a discount on shipping charges, first offer Celebrations Passport. If the customer is asking for a discount and does not wish to join Celebrations Passport, you may offer a 50% discount on the standard shipping charges by entering a Hassle Free code.

This is our Hassle Free policy and is intended to save the sale.

Refer to Article KA-03553 for the appropriate codes and more information.

Celebrations Passport When you reach the Payment screen, the Celebrations Passport window appears if: The customer has an email address on file. The customer is not already a Passport member.

It is required to offer Celebrations Passport whenever the window appears.

Promo Codes:

A customer may receive a promotional offer that offers a discount on shipping or item cost. These offers are sent through a variety of channels:
Catalogs Emails Web Other business sites (like AAA)

Some promotion codes will require a PIN or one-time-use membership number, whereas others will only require the promotion code.

Promotion codes are applied on the payment screen before entering payment information.

Remember: Promo codes are not valid on sale-priced items. Promo codes are not valid on gifts containing wine. Promo codes do apply to wine add-ons. Only one promotional code or discount may be applied per order. Never provide a customer with a promotion code. If a customer asks for a discount, it is not appropriate to give them a coupon code. They must provide the code.

For additional policies and procedures, refer to Article KA-03553.

Payment Information:

• Before collecting payment information: Review the customer's order total Ask the customer to wait before sharing any bankcard information. Secure the line before collecting payment information. Never write down or store bankcard information.

This includes: • Bankcard number • 4-digit bankcard token • Expiration date • CVV code

Writing this information in the scratchpad, comments, email, or an e-form is strictly prohibited.

Note: Securing the line in Dynamics will be covered in a later manual.

Entering Bank Card Information Hover over each green box for more information.

Refer to Article KA-01198 for complete payment policies.

Entering a New Bank Card and How Payment information is protected.

Closing Verbiage:

Every call should end with a friendly, professional closing.

Is there anything else I can help you with today? Thank you for calling [BRAND]. Have a great day!

Remember: If the customer provided an email address, let them know they'll receive an order confirmation shortly.

Transactional Emails:

Customers automatically receive email updates throughout their order journey.

Order Confirmation: -Sent immediately after the order is placed.

Shipment Notification:

• Sent when an item ships.

Your Shipment Is On The Way:

• Provides updates in transit.

Delivery Confirmation:

• Sent after the package is delivered.

Delivery Attempt: -Sent if delivery could not be completed.

Parking an Order:

Most sales calls end with a completed order. However, there are a few situations where an order may need to be parked instead.

Park an order only when:

• The call was disconnected and you are unable to reach the customer.
• The customer disconnected before providing bank card information. -The customer does not have their bank card available and will call back with the bank card number and expiration date.
• The order is transferred to a Supervisor before the order is complete.

Refer to Article KA-03457 for complete Park Order procedures.

Summary:

Use tools like the Masterlist, company website, and Knowledge Base articles to answer customer questions about products.

Telephone Specials are required and should be presented using the suggested script or your own words.

An arrive-by date is the latest expected delivery date. Items may arrive up to 7 business days earlier depending on shipping.

Offer Celebrations Passport® first when a customer asks about shipping costs. Use Hassle Free only when appropriate to help save the sale.