Offline Notepad View raw

Shared snapshot

SALES SCRIPT

(If she already said kung for someone ung order niya, don't ask this question)

-That's wonderful/ That is so sweet of you "OH, Please say to your mom happy birthday from me " Happy mother's day to your mom! I'd be happy to assist you placing an order for your.

-If she or he have ( Oh that's actually one of our most popular items! Great Choice!)

-Payment is push thru and everything is all set is there anything else I can assist you with?

-Thank you for shopping with Harry and David and have a wonderful day."

-Callback Greeting Hello, this is Rose returning your call from Harry and David as requested. Before we begin, please note that this call may be recorded for quality assurance purposes. How can I assist you today?

Escalation Requests

Very Higher Position 701

"I’m sorry for your disappointment in your product. I will be happy to transfer you to my supervisor. Before I do, can I have the order number or telephone number used to place your order?”

I need to track the order what happened. Can I have your telephone number that you used to place an order?

"I’m sorry your delivery didn’t go as planned. Before I get my supervisor, may I have the order number or phone number used to place the order so I can review what happened?"

Of course I wuld be happy to transfer/connect you to our one of supervisor.

offer have a call back

educate the customer that our one of supervisor is engaging one of our customer as much as we would love to transfer you how about we can call you back and can I have you phone number?

Transfer to the executive

Happy birthday to your mom!

Have to say something about it / Respond to it

I know your still frustrate right now, since I'm in line lets reassured

I'm so sorry to hear that your pears arrived rotten but lets assured

Right away!

ORDER ENTRY

Step 1 Opening Spiel "Thank you for calling Harry and David, my name is _____. May I help you with an order?

Step 2 EAR (Empathy, Acknowledge, Reassurance)

"I'd be happy to help you with that today. I understand you're calling to place an order with Harry & David. No worries, I'll guide you through the process and make sure we find the perfect gift for your needs."

Step 3 Get the order number Not applicable (Skip this step)

Step 4 Verify the key information as needed "For the security of your account, can you please verify your.." first and last name Street Address Email Address

Step 5 Acknowledge the details that the customer has given by thanking them "Thank you for providing that information."

Step 6 "(Customer Name), are you ordering for yourself or someone else today?"

Step 7 "Option 1: All Occasions | Harry's Gift Box That's wonderful. If you're looking for one of our most popular gifts that's perfect for nearly any occasion, I highly recommend our Harry's Gift Box. It's one of our best sellers because it includes a delicious assortment of premium treats, such as our signature Royal Riviera® Pears, gourmet snacks, and sweet favorites that recipients truly enjoy. Many customers choose this gift when they're unsure of the recipient's preferences because it offers a great variety and provides an impressive unboxing experience. This is only for $59.99.

Step 8 Ask if they are ordering for themselves or for someone else. "(Customer Name), are you ordering for yourself or someone else today?"

Step 9 Introduce the best sellers and offer the item that best suits their concerns and preference. (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.)

Option 1: All Occasions | Harry's Gift Box

That's wonderful. If you're looking for one of our most popular gifts that's perfect for nearly any occasion, I highly recommend our Harry's Gift Box.

It's one of our best sellers because it includes a delicious assortment of premium treats, such as our signature Royal Riviera® Pears, gourmet snacks, and sweet favorites that recipients truly enjoy.

Many customers choose this gift when they're unsure of the recipient's preferences because it offers a great variety and provides an impressive unboxing experience.

This is only for $59.99.

Option 2: Birthday | Birthday Celebration Banquet

I'd be delighted to help you celebrate their special day!

One of our most popular birthday gifts is the Birthday Celebration Banquet. It's a customer favorite because it combines fresh fruit, gourmet treats, and festive birthday-themed goodies all in one gift.

It creates a complete birthday experience and is ideal for sharing with family, friends, or coworkers. Customers especially love it because it feels both thoughtful and celebratory without needing to purchase multiple gifts.

If you're looking for a gift that makes a memorable birthday impression, the Birthday Celebration Banquet is definitely one of our best recommendations.

This is only for $49.99.

Sympathy Occasion | With Sympathy Fruit and Sweets Gift Basket

I'm sorry to hear about the circumstances. I'd be honored to help you select an appropriate gift.

One of our most thoughtful and popular sympathy gifts is the With Sympathy Fruit and Sweets Gift Basket.

This gift is carefully designed to express your condolences in a meaningful way, featuring a selection of fresh fruit paired with gourmet sweets and comforting treats. Many customers choose this basket because it offers a heartfelt gesture of support while providing something the recipient can enjoy and share with family during a difficult time.

It's an elegant and considerate way to let someone know you're thinking of them and offering your support.

This is only for $119.99

Step 10 Ask for the details of the recipient "May I have the recipient's name, address and contact number?"

"When would you like this to be delivered?"

Step 11 Payment May I have your credit or debit card number?

Step 13 Upsell CP

"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 $29.99, and membership benefits can start

today, including Free Shipping and No Service Charge on this order. Would you like to enroll today? "

Step Offer TSP Get special offer from the Harry and David Website

Before I wrap up this call, you are qualified for telephone special as a way of thank you for calling us today, We have the Classic Favorites Gift Basket We pack juicy pears, Moose Munch® Premium Popcorn, and our signature pepper & onion relish alongside other gourmet delights to create a gift that is always appreciated. ($89.99)

Step 14 Offer Further Assistance "Is there anything else I can Assist you with?"

Step 15 Closing Spiel "Thank you for shopping with Harry and David and have a wonderful day."