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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.
When needed, press F2 on the header item and select Club/Collection Details to view each shipment in the club. Think of the header item as the whole club. The component items are the monthly shipments. Click the circle for more information on Harry & David Clubs by Month
Click the circle to view club components
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.
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.
Before placing the order, verify the recipient's: Name Address Arrive-by date Item Greeting information
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.
Inventory Inquiry Use Inventory Inquiry to check product availability, delivery dates, and ZIP code availability before placing an order.
Click each box to learn more. 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.
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.
Complimentary Greeting A complimentary greeting is printed on the shipping label or packing slip.
Enter the greeting exactly as the customer wants it printed.
Formatting the Greeting
Enter the greeting exactly as the customer wants it printed. Capitalize names. Use proper punctuation. Capitalize the closing. Proofread before saving.
Remember: The greeting prints exactly as entered
Greeting Field Limits
The complimentary greeting allows: 4 lines 30 characters per line (including spaces and punctuation)
If the greeting is too long: Help shorten the message, or Offer a personalized greeting card, if available.
Greeting Options
Press F6 to: View Greeting Codes. Copy a Previous Greeting.
Copy Previous Greeting is helpful when the customer is sending gifts to multiple recipients with the same greeting.
Greeting Options
Press F6 to: View Greeting Codes. Copy a Previous Greeting.
Copy Previous Greeting is helpful when the customer is sending gifts to multiple recipients with the same greeting.
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.
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.
Click each box below for more information.
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 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
Open the Order at a Glance tab. Review recipients with an INC status. Add or correct any missing recipient information, item, or greeting. Return to the Payment tab. Validate the payment again. Refer to Article KA-02149 for complete procedures.
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.
The End Of a Call The end of the call is about finalizing the transaction and obtaining payment for the order.
Before collecting payment, offer any final sales opportunities, which includes: Telephone Specials (TSPs) Celebrations Passport.
Before completing the order: Apply any eligible promotion codes. Collect the customer's payment information. Review the final order total with the customer.
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.
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.
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. Hassle Free is only applicable to standard and express shipping charges.
Wallet Reward Credits Wallet Reward Credits are digital store credits automatically added to a customer's online account.
Customers receive a $15 Wallet Reward Credit during eligible reward events.
To redeem the credit, customers must: Place their order online. Sign in to an existing account or create an account.
Wallet Reward Credits: Are one-time use. May be combined with coupons or sale-priced items.
Wallet Reward Credits: Can only be redeemed on the brand that issued the credit. Are only valid during the promotional event window. Cannot be redeemed on phone orders. Cannot be used for: Passport Subscription items Renewals
You cannot create, modify, or manually apply Wallet Reward Credits.
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.
Transactional Emails Customers automatically receive email updates throughout their order journey.
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.