CALL FLOW

SlTEP 1: “Welcome to 1-800Flowers.com my name is Benjamin, How may I help you?” STEP 2: Empathize, Acknowledge, Reassure them if necessary, depending on their concern EXAMPLE: “I completely understand where you're coming from. Let me help you. SALES CALL STEP 1: "To better assist you, can I please have your" -Costumers Full Name -Home Address STEP 2: 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 3: Let the client know you're done processing their concern “Alright, let me process that for you Maam/sir” “Were happy to inform you that your order of _____ has been placed and will be delivered to _____ on _____” STEP 4: Give a rundown of what the client's concern is -"Before we wrap up, have I addressed and resolved all of your concerns today?" PICK ONE: 1."I'm glad that everything is taken care of, and before we say goodbye, you can get exclusive savings of up to 20% if we complete another order for you today. Shall we go ahead and place another order today?" 2."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?" IF THE CLIENT DECLINES: "I completely understand, [Customer Name]. We just wanted to make sure you were aware of all your options." STEP 5: After doing your upsell, complete the details and close the sale “I can go ahead and finalize that order for you right now. To do so, I'll just need to securely verify your full billing address and payment information” (OPTIONAL) STEP 6: “Is there anything else I can assist you with today,(Customer's Name)? STEP 7: “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 8: Thank you for doing business with 1800Flowers.com. Again, my name is Benjamin . Have a great day!

STEP 1: “Welcome to 1-800Flowers.com my name is Benjamin, How may I help you?” STEP 2: Empathize, Acknowledge, Reassure them if necessary, depending on their concern EXAMPLE: “I completely understand where you're coming from. Let me help you. SERVICE CALL STEP 1: "For the security of your account, can I have your:" -First and Last name -Home Address -Recipient's name -Order Number STEP 2: Offer options that can satisfy your customer's needs -Damaged Flower Vase Replacement -Withered Flower Partial Refund -Wrong Flower Replacement and a Refund -Not What I Expected Full Refund . Promotional discount for next purchase Delayed Delivery- “I can hear how frustrating this delay has been for you. I'm very sorry your order didn't arrive as expected, but I'm going to look into this right away. I will track your package immediately and ensure it gets to you as soon as possible”

REFUND- “I've processed that refund for you, (Customer's Name). Here's what you can expect next” -“The refund will be returned to your original form of payment. You should see that credit applied to your account within (TIMEFRAME)” REPLACEMENT DELIVERY- “Were going to send out a brand-new replacement for that damaged order right away” PROVIDING PROMOTIONAL DISCOUNT- “I know the issue you experienced was frustrating, and we want to make it right. As a thank you for your patience and for choosing 1-800Flowers.com, I've applied a courtesy credit to your account” STEP 3: Give a RUNDOWN of the details of the concern or order STEP 4: “Have I addressed and resolved all off your concerns today?” PICK ONE: 1."I'm glad that everything is taken care of, and before we say goodbye, you can get exclusive savings of up to 20% if we complete another order for you today. Shall we go ahead and place another order today?" 2."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?" IF THE CLIENT DECLINES: "I completely understand, [Customer Name]. We just wanted to make sure you were aware of all your options." STEP 5: After doing your upsell, complete the details and close the sale “I can go ahead and finalize that order for you right now. To do so, I'll just need to securely verify your full billing address and payment information” (OPTIONAL) STEP 6: “Is there anything else I can assist you with today,(Customer's Name)? STEP 7: “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 8: Thank you for doing business with 1800Flowers.com. Again, my name is Benjamin . Have a great day!