Step 8: Acknowledge the customer’s concern and thank them for bringing it to your attention. This shows that you value their feedback and are willing to listen.

Step 9: Provide a clear explanation on their concern. (Please take note that you can be creative with your explanation as much as you want.)

Step 10: Introduce the best sellers or closely related to what they have and offer the item that best suits their concerns and preference. (Make sure to adapt the tone needed for their specific occasion. If the customer says no, proceed to the next step, but don't forget to acknowledge them)

Step 11: If they wanted to add an item, you have to initiate and proactively upsell the add-ons available on our website. (This step can be done on the set of the call up until before you offer the TSP, or Telephone Special Product.)

Step 12: Offer options that can satisfy your customer's needs while still addressing their concerns about the promotion. (You can be creative with your resolution, as there are no limits.) Please see the possible options that you can use to resolve the issue:

• Offer other promotional discounts that can be found on the website

• Give promotional code

Step 13: Set the expectation of your customer after providing the resolution. (Provide the refund turn-around timeframe, the details of the similar item that can be found on the website (1800flowers.com), and disclosures on the coupon codes to be provided)

Step 14: Ask the customer if they will place another order for someone else. "Are you ordering for anyone else today?"

Step 15: If none, you may transition to your upsell script. (There are two and you may will use both for compliance)

• "For calling in today, you qualify for our (Choose an item from the website) which is on sale for a limited time. It is a great value at only (discounted price that you have), a savings of (Amount off)! Would you like to add this to your order?" (You may modify the script as needed to further describe the item)

• "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? " (This script now requires us to say it verbatim)

Step 16: 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 17: Proceed with the closing spiel. "Thank you for shopping with Harry and David and have a wonderful day."