PRODUCT TRAINING DAY 2

Avoid speaking vernacular EOP

Avoid chatting non related topic

Harry & David New Hire Sales - We will be able to know how the step by step process of placing an order

CCS2

Customer Care Suite - Able to identify and how to access the features you'll use to take orders , setting, etc

How we can use to place an order once the customer want to order for their love ones.

Launching CCS2

VCC Agents Open Windows App

Inventory to check the availability of the items/products

Parked Orders - Customer Need the bank card Customer will call you back This is a hold order need an additional details or sometimes customer wants to talk with the supervisor .

Separate order for each family brands It will count the sales on the agent who place the order

Customer Service Check the order number Ask the email address you can use pull up the customer name and contact number

Customer Rules - we are not allowed to change their info's. but there's an options ,

Zip Code Product Item

4141 4141 4141 4040 0230 134 696002620

696 4444 4244

Summary

Application used to process customer phonr orders Sales process

How to Place an Order 475 LENFANT PLZ SW 110022 202 777 2225 ORDER NUMBER 6960032637

All set the order after this you will be receiveing an email confirmation is there anything else?

You havr to ask for Last name and zip code Adding items - Add ons to item as well we have prmo codes and wraping up the order

She wanted to place an order by herself

MSC truffke 6oz

70 Swaunto road have a discount verify the email

Ill do report that youll having an issue Passport you do received a free delivery sock eye salmon 6oz pieces 603498 20% on that arrived by march 6 add ons let me secure the line before we do the payment recap the things you did and always mention the item customer purchased

• no energy calls

placing an order should be up beat! unless its for sympathy

The Beginning of the Call

Thank you for calling Harry & David May name is Rose How may assist you today?

Customer Verifcation Determined of the customer is already verified you have to ask the information to confirm

"Are yo still using this billing address " Ask all if not verified , Always thanks the customer for providing the informations

Always mention the first name of customer

Retrevieng Customers Always try at least two search before creating a new customer. Phone Number Last name and zip code Email Address

If it wont pull out because the customer mention that they are 1st time customer to us.

"Welcome to harry and david were glad to have you"

Retrieving Recipients Ask if its for someone else for them selves

it can only retrieve if they have a past order before.

How about we re route this order place instead?

As long as we want but we do not shift at terrirory shift, APO and so on.

Duplicating An Address

• Use duplicating address as sending different people at the same address. -Make it sure do not use it by multifle gifts but with the same person 13TH ST 47 W NY NY 10011 click copy receiptient press tab

Just change the name 9081154255 grace123@gmail.com

5.99 FREE OF CHARGE FOR COMPLEMENTARY CARD

Refer to Article KA-02571 You have to address iver ride if the customer still insisting the address

AS A ONE TIME COURTESYS 10% DISCOUNT

Do you want to add

The middle of a call You will have the custimers items theres an offer for additional prodyct or personalize message or a complementary order

Entering Items Every item has a unique number PA -Peaches Catalog

Educate the costumers that if not our handle and we will tranfer them to the right deparment

Wine Items Click each arrow for more informations Do you think we can deliver in new jersey? offer non wine

Entering Clubs it shows the entire club and includes an item number for each monthly shipment

inform th customer and apologize if the customer persist as a one time courtesy we honor you for this order

Subscription If the customer inform us to stop apologize and infotm them you may proceed in the online clickthe manage subscriptions

This is actually thru website.

Available for selected products only 2weeks ,4 week amg 8 weeks

Mix and Match or Create your own perosnalized gift for example - wolferman bakery

educate the costumer that we have a limited access to our sister brands

mary STERLING 20 E 23RD ST NY NY 10011

Process a gift list Would you like to use the gift list in the order Holiday for christmass / Mothers day Christmass gift is fast approacihing

Do not ask the customer their relationship

Inventory Inquiry Check if an item is available Confirm the next available date Verify delivery availability by ZIP Code

Beofre searching have the customer Brand Recipient ZIP code item number Quantity

10009 4202X

-Personalize Items Do not read the terms and conditions

-Sold old items

Offering Upsells - is a sales technique where a seller encourages a customer to buy a more expensive, upgraded upgrades the original choice to a pricier version

Arrive-By Dates You have to offer the earliest dates 7 business Select the earliest arrival / closest available dates If threes another additional surcharge let the customer know. On or Before f2 - for changing the delivery date

We are required to provide the name for unanimous sender.

due to the security purposes we are not allowed to gave information of our customers

Sales line - Indian accent , I cannot Understand the word that the customer is telling me. They are actually eating the language make sure patience is very long Ask for spell put in the order 30 Characters per line and it is very long - Tell that the system has 30 character per line or offer a personalized greeting line if that is available

It is the same message for mary?

If the greeting is the same for multiple people

Greeting Codes - Are system shortcuts for common greetings.

Order Glance We will review on an order, confirm recipient status and correct incomplete information before payment validation.