SALES CALL

Step 1: "Welcome to 1-800Flowers.com my name is ____. How may I help you? (wait for the customer to respond)"

Step 2: Empathize, Acknowledge, and Reassure them if necessary, depending on their concern. Sample: "I completely understand where you're coming from. Let me help you."

Step 3: Choose from the concerns below to better assist your customer.

Step 4: Verify the key information as needed. "To better assist you, can I please have your"

Customer's Name

Home Address

Step 5: Introduce the best sellers and offer the item that best suits their concerns. (Make sure to sound upbeat if the flower is for birthdays or just because.) (If the flower is for sympathy, make sure to sound more empathic as they are going through a hard time.)

Step 6: Once the customer has decided on the flowers that they want, proceed to place the order for them. Get the following details to complete the order:

Card Details (Debit/Credit)

Recipient's Name

Home address

Preferred delivery date

Step 7: Set the expectation of the customer by letting them know that you are done processing thier concern " (customer's name) I would like to let you know that . . ."

Step 8: Ensure. Give a rundown of what has happened and the details of the order, and after that, ask your OFA question. "Have I addressed and resolved all of your concerns today?"

Step 9: If none, you may transition to your upsell script. (There are two and you may only choose one depending on the concern and need of your customer)

"I'm glad that everything is taken care of, and before we say goodbye, you can get exclusive savings of up to (come up with a percentage off) % if we complete another order for you today. Shall we go ahead and place another order today?"

"Allow me to share an easy way to save money all year round. Our Celebration Passport Program frees you from standard shipping and service charge payments on eligible products from our family of brands. The introductory price is only $19.99, and discounts start today. Shall I add this to your order?"

Step 10: After doing your upsell, complete the details and close the sale.

Step 11: Offer your survey. "I hope you are extremely satisfied with the service that I provided today. You may receive an email survey asking you to rate your experience with me, and your overall experience with 1800FLOWERS.COM."

Step 12: After the survey, you may proceed with the closing spiel. "Thank you for doing business with 1800Flowers.com. Again, my name is ___ . Have a great day!"