CALL FLOW SCRIPTS

Sales Call Flow (Regular)

For All Occasions except Funeral/Sympathy.

Sales Call Flow (Sympathy)

For Funeral/ Sympathy sales call only.

Service Call Flow

For All Customer Service calls.

QUICK REFERENCE GUIDE FOR OPENING SPIELS DEPENDING ON BRAND/WHISPER:

Thank you for calling 1800Flowers.com! My name is ______. How may I help you?

Thank you for calling Shari's Berries! My name is_______. How can I help you deliver a smile today?

Thank you for calling Simply Chocolates by 1800Flowers.com! My name is _________. How may I help you?

Thank you for calling Fruit Bouquets by 1800Flowers.com! My name is ________. How may I help you?

Thank you for calling 1800Baskets! My name is ________. How may I help you?

"Thank you for calling 1-800-FLOWERS.COM We appreciate your loyalty to our family of brands! You are speaking with ______. How can I deliver a smile for you today?"

Thank you for calling Dignity Memorial presented by 1800Flowers.com. My name is _______. How may I help you?

QUICK REFERENCE GUIDE FOR CLOSING SPIEL DEPENDING ON CONCERN/OCCASION:

REGULAR SALES CALL:

“I hope you are extremely satisfied with the service that I provided today. Once again my name is_____. Is there anything else that I may assist you with? Thank you for shopping with (brand name). Have a great day/night!

FUNERAL/ SYMPATHY SALES CALL:

Thank you for choosing 1800Flowers.com. My name is ___ and I will take personal care of your order to get it delivered correctly and on time. Again, I'm so sorry for your loss. The flowers will be beautiful."

CUSTOMER CALLED WITH A PROBLEM/ COMPLAINT:

"I apologize for any inconvenience this issue has caused. Is there anything else I can help you with? I hope you are extremely satisfied with the service that I provided today. Thank you again for your business with (brand name). Have a good day/night."

CUSTOMER CALLED FOR A PROBLEM WITH A SYMPATHY ORDER:

"Is there anything else I can help you with? Again, I'm so sorry for your loss. We will take good care of your order, the flowers will be beautiful."

CUSTOMER CALLED FOR ANOTHER REASON:

"Is there anything else I can help you with? I hope you are extremely satisfied with the service that I provided today. Thank you again for your business with (brand name). Have a good day/night.""

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