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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.)
BIRTHDAY FLOWERS
BIRTHDAY FLOWERS
Hooray! It’s Your Day!™ Bouquet
EXCLUSIVE Celebrate the special days, big and small, with our medley of bright blooms. Festively arranged in our keepsake “Hooray It’s Your Day” container, this happy surprise is sure to make the moment one they’ll remember.
All-around arrangement with bi-color yellow roses, purple Matsumoto asters and monte casino, yellow button poms, lavender carnations, orange mini carnations; accented with assorted greenery
Artistically designed in our “Hooray! It’s Your Day!” keepsake container adorned with colorful sparklers topped with metallic bursts of light; measures 5"H x 8.6"L x 4.25"W
Large arrangement measures approximately 9"H x 9"W
Small arrangement measures approximately 8"H x 8"W
Add to their gift:
18"D helium-filled “Happy Birthday” Mylar balloon; design may vary due to local availability
Happy Birthday Assorted Roses
Our vibrant rose bouquet will color their birthday happy! Vibrant blooms in array of shades are paired up with a festive balloon to send your best wishes.
Gathering of assorted roses, available in 12 or 24 stems; colors may vary based on availability
Pre-inflated Mylar “Happy Birthday” balloon; air-filled; measures 4"D on 12" stick
Picked fresh on our premier farms around the world, our flowers are cared for every step of the way and shipped fresh to ensure lasting beauty and enjoyment.
Add to their gift:
Classic clear glass hourglass vase with elegant carved fluted detail; measures 9"H (24 stems only)
Clear hourglass vase with elegant carved fluted detail; measures 8"H (12 stems only)
Giant chocolate chip cookie in “Happy Birthday” packaging; 3 oz.; measures 5"W
C.J. Bear, our exclusive brown plush bear, measuring 8”H with a red bow; safe for ages 3+
Birthday Wishes Flower Cake® Vibrant
EXCLUSIVE If you want their birthday to be the brightest day of the year, your wish has come true! Our vibrant new flower cake has all the ingredients for a happy celebration: hot pink and fiery orange blooms—and candles to top it off. This confection-inspired creation is the perfect centerpiece for their party. Dial up the fun by adding a balloon to your gift.
Please note: Flower cake is decorative only; DO NOT EAT
All-around arrangement with hot pink & orange mini carnations, white cushion poms sprayed hot pink, green button poms; topped with a single hot pink rose
Arrangement arrives on a raised white plate with a scalloped and beaded detail wrapped in clear cellophane tied with a satin ribbon reading, “Hope Your Birthday Takes the Cake!”
Large arrangement measures approximately 5.5"H x 9"W
Our florists hand-design each arrangement, so colors and varieties may vary due to local availability
Add to their gift:
“Happy Birthday” Mylar balloon; measures 18"D; design may vary due to local availability
SYMPATHY FLOWERS
SYMPATHY FLOWERS
Classic All White Arrangement™ for Sympathy
White flowers have a timelessness and elegance that brings comfort during life’s difficult moments. Hand-gathered by our caring florists with touches of lush greenery, this classic arrangement beautifully conveys your heartfelt condolences.
All-around arrangement with white roses, lilies and snapdragons; accented with assorted greenery
Artistically designed in a glass cylinder vase; measures 8"H
Extra-large arrangement measures approximately 21"H x 21"W
Large arrangement measures approximately 20"H x 20"W
Medium arrangement measures approximately 19"H x 16"W
Small arrangement measures approximately 18"H x 14"W
Our florists hand-design each arrangement, so varieties and container may vary due to local availability
To ensure lasting beauty, lilies may arrive in bud form, and will fully bloom over the next few days
Can be sent to the funeral service or the home
About Sacred Blessings™ Blue & White
One thoughtful gesture can bring peace and comfort when it’s needed most. Our elegant arrangement of soft blues and whites is hand-arranged in our white, ceramic Sacred Blessings Vase, featuring a silver embossed cross. It’s a beautiful reminder that hope and love live on in our memories.
All-around arrangement with light blue delphinium, white roses, Peruvian lilies (alstroemeria), stock and waxflower; accented with assorted greenery
Artistically designed in our Sacred Blessings Vase, an enduring symbol of hope and eternal love, an elegant contemporary ceramic design with traditional regal styling and a silver embossed cross; measures 6.5"H x 6"L x 2.5"W
Large arrangement measures approximately 18"H x 16"W
Small arrangement measures approximately 18"H x 14"W
Appropriate for sending to the service and to the homes of family or friends
To ensure lasting beauty, lilies may arrive in bud form and will fully bloom over the next few days
Get Well Assorted Roses
Our bright, colorful roses will put them on the road to recovery in no time! Paired with a thoughtful balloon, these happy blooms are a great way to lift someone’s spirits, while letting them know you’re wishing them well. Choose from 12 or 24 stems.
Gathering of 12 or 24 multicolored roses; colors may vary based on availability
Picked fresh on our premier farms around the world, our flowers are cared for every step of the way and shipped fresh to ensure lasting beauty and enjoyment.
“Get Well Soon” Mylar balloon; air-filled; measures 4"D
Add to their gift:
Clear fluted glass vase in a classic hourglass shape; measures 9"H (24 stems only)
Clear hourglass vase with elegant carved fluted detail; measures 8"H (12 stems only)
C.J. Bear, our exclusive brown plush bear with a red bow; measures 8”H; safe for ages 3+
Delicious selection of imported Belgian chocolate truffles arrives in a decorative gift box with “Sending You Sweet Smiles” sentiment; flavors include dark chocolate caramel with Himalayan sea salt, milk chocolate praline, white chocolate hazelnut, and milk chocolate with toffee; 3.95 oz.; 12 pieces
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!"
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