Proflowers Shopping On Mother's Day Quiz

This is part of your conversation model, and you should tell the customer the three emails they will receive when you enter their email address during the order process.

Starting every call from the Employee Resource Center (ERC) is recommended because the ERC is a centralized hub of information and resources for employees. By starting calls from the ERC, employees can ensure that they have access to accurate and up-to-date information, and can also be directed to the appropriate department or individual for further assistance if needed. This practice helps to streamline communication and ensure that employees receive consistent and reliable support.

Mentioning bud form, the gift box, and the freshness guarantee is part of the required talking points.

This closing utilizes the Personal Connection, and shows that you were engaged with the customer.

Customer may receive various offers via email, but they can only use one per order. If they are placing multiple orders, they can use a promotional offer on each one.

Each brand has a specific guarantee. ProFlowers guarantees that their flowers will remain fresh for 7 days after delivery.

If you look at the line items under the Order Total, you can see there is a charge of $9.99 for the Elegant Ruby Vase.

This may confuse customers if they are shipping several items to one address. The separate shipping charges are incurred because we pack each item in a specially designed gift box to ensure safe transit.

ProKnowpedia is the name of the internal resource tool found on the ERC. It houses all information and should be one of the first places you research for information, in addition to your training handbook, floorwalkers, and support.

There are two charges here - $39.98 for the 200 Blooms of Sunshine, and $6.99 for the Glass Tulip Vase. At the bottom you can see the disclaimer, which states that the subtotal of $46.97 does not inclide tax, shipping or handling.

ProFlowers is delivered in a specially designed gift box, the flowers arrive in bud form, and a vase may or may not be included. Florist Express bouquets are pre-arranged and hand-delivered by a local florist.

UPS and FedEx are the only shipping partners used by ProFlowers.

All of these are talking points you will find in your conversatio model, and they should be stated at appropriate parts of the phone call.

As the calendar shows, Saturday and Monday incur additional shipping charges. Tuesday the 22nd is the first day that you can send the order with Standard Delivery.

All of these are elements of a WOW experience.

Using the customer's name throughout the call helps to personalize the interaction and make the customer feel valued. Making appropriate attempts to keep the call on track ensures that the conversation stays focused and efficient. Providing one value statement demonstrates the benefits or value that the customer will receive from the interaction. Making one statement about the event or the moment helps to create a connection and engage the customer further. Reading a magazine on long calls would not be an efficient way to remain engaged with the customer.

You don't brand the call in the greeting. Rather, give the customer your name, and ask for their's.

All of these are part of the Provide Commerce family of brands.

You should have reviewed the other items and checked for accuracy when you entered them, so you only need to recap the items ordered, the deliery date, and the order total.

We ask "What Prompted Your Call To Us Today" to ensure that we locate the appropriate promotion for the order and to capture the marketing channel that brought the customer to our site. By asking this question, we can understand the customer's motivation for calling and tailor our response accordingly. It also helps us track the effectiveness of our marketing efforts and identify which channels are bringing in customers.