HARRY AND DAVID BASIC FACILITATED ORDER #1__________________________Number shown in Max: 560-219-1150

Teaching Points:
1. Guiding Questions
2. Discuss customer verification requirements
3. Recip entered as new
4. Arrival Date window and verbiage
5. NOTE: This order should be done with the trainers in the customer and agent roles to demonstrate. Direct
trainees to follow along on the overhead screen.
SCENARIO:
Customer: Pat Smith
“Hi! I’d like to order a box
12019 Prado Woods st
of your wonderful pears for
Cypress, TX 77429
my mom. She is crazy
Phone: 560-219-1150
about them!”
Email: pat_smith@verizon.net
Customer Number: 100000129
Recip Info Item & Sales Offers Arrival Greeting
P-1X Favorite Royal Riviera Arrival: Standard Delivery Miss you! Love you!
Pears
Molly Shepherd Pat
 Verify arrival date,
956 Wright Ln
Upsell: Demonstrate an emphasize arrive by
Cincinnati, OH 45231
enthusiastic, descriptive date
513-831-8720
offer. Decline.

Add-On: Demonstrate an
enthusiastic, descriptive
offer. Decline.

TSP

Demonstrate an enthusiastic, descriptive TSP. Decline TSP.

Passport

When window pops, discuss importance of offer. Mention that if accepted, another window will pop with the Terms
and conditions. T&C must be read verbatim (legal requirement).

Payment
Bank Card#: 6011-0016-0003-5655 Exp: 03/20 CVV: 118

 Discuss verification of BC (Bank Card) information

 Discuss proper call closing, emphasize thanking the customer and branding the call.

Disposition

Place New Order

HARRY AND DAVID BASIC FACILITATED ORDER #2_________________________Number shown in Max: 540-673-2138

Teaching Points:
1. Guiding Questions
2. Discuss customer verification requirements
3. Customer as recipient (ctrl + S)
4. Arrival Date window and verbiage
5. NOTE: This order should be done with the trainers in the customer and agent roles to demonstrate. Direct
trainees to follow along on the overhead screen.
SCENARIO:
Customer Name: Denise Jones
“Hi! I’d like to order a box
Customer Address: 118 Fox Ridge Rd
of your wonderful pears. I
City: Fieldale State: VA ZIP: 24089
order them every year!”
Phone: 540-673-2138
Email: D_Jones@net.net
Customer Number: 100000126
Recip Info Item & Sales Offers Arrival Greeting
Ordering for self. P-1X Favorite Royal Riviera Arrival: Standard Delivery Discuss that greeting
Demonstrate ctrl + S to Pears implants for self-
implant customer as  Verify arrival date, recipients.
recipient. Upsell: Demonstrate an emphasize arrive by
enthusiastic, descriptive date
offer. Decline.

Add-On: Demonstrate an
enthusiastic, descriptive
offer. Decline.

TSP

Demonstrate an enthusiastic, descriptive TSP. Decline TSP.

Passport
When window pops, discuss importance of offer. Mention that if accepted, another window will pop with the Terms
and conditions. T&C must be read verbatim (legal requirement).

Payment
Bank Card#: 6011-0016-0003-5655 Exp: 01/20 CVV: 712

 Discuss verification of BC (Bank Card) information

 Discuss proper call closing, emphasize thanking the customer and branding the call.

Disposition

Place New Order

HARRY AND DAVID BASIC FACILITATED ORDER #3_F2 USAGE__________ _____Number shown in Max: 503-260-7586

Customer: New; Recip: Retrieve with Phone Number

1. Show usage of drop down window for individual/business customers and address type (F4)
2. Use of TAB in the system
3. NOTE: This order should be done with the trainers in the customer and agent roles to demonstrate. Direct
trainees to follow along and perform the actions on their screen.
SCENARIO: “I’d like to
order an anniversary gift
for my friends. I saw the
Classic Favorites Gift Basket
on the website and it looks
wonderful! It’s the perfect
gift for them!”
Recip Info
Retrieve: 303-280-9933
Mr./Mrs. Bradley Golden
9110 E Nichols Ave #200
Englewood, CO 80112
Customer Name: Taylor James
Customer Address: 810 SW 10th Ave
City: Central Point State: OR ZIP: 97502
Phone: 503-260-7586
Email: tayj@gmail.com
Item & Sales Offers Arrival Greeting
W-5000X Favorites Gift Arrival: Standard Delivery Shipping Label Greeting:
Basket
Happy Anniversary!
 F2 at Date Field:
Upsell/Add-On: Trainer to Discuss: Holiday Love,
demonstrate an enthusiastic, codes, express Taylor and Kids
descriptive offer. Decline. options.
 Verify arrival date,
Original Item: emphasize arrive by
 F2 at Item number field: date
Discuss: all options listed.
 F2 at Price field:
Discuss: Price Quote to
match price on website
or special offer. OE
Procedure 1079: Price
Quote.

TSP
Demonstrate an enthusiastic, descriptive TSP. Telephone specials must include the price and savings (percentage or
dollar amount). Review window, F2 to access Masterlist to answer product questions –Decline TSP.

Passport
When window pops, Accept. Direct class to the Passport Terms and Conditions in their folders. Ask for volunteer to
read T&C. Stress importance of reading verbatim.

Payment
Bank Card#: 6011-0010-5250-1857 Exp: 07/21 CVV: 428

 Discuss breakdown of order total on payment screen

 Discuss verification of BC (Bank Card) information. Follow Guiding Questions
 Discuss proper call closing. Verbiage is in the pop-up. Stress that it must include “thank you” and branding
 F7 to validate card; F3 twice to close out and save order
Disposition

Place New Order

HARRY AND DAVID BASIC FACILITATED ORDER #4_F6 USAGE________________Number shown in Max: 445-554-4600

Customer and Recipients are in system

1. After customer is entered, review F6 options on the customer tab
2. Emphasize verification of all information entered
3. NOTE: This order should be done with a trainer in the customer role and a trainee as the agent. Stress the
importance of using the Guiding Questions to keep the call on track.
Customer Name: Dennis/Cara Smith
SCENARIO:
Customer Address: PO Box 1295
“Hi! I’m calling to order
City: Cheyenne State: WY ZIP: 82003
gifts for two people. I need
Phone: 445-554-4600
one for Christmas, but I
Email: dennis.cara@yahoo.com
want the other one to ship
Customer Number: 100002133
right away. Do I need to
make two orders?”
Recip Info Item & Sales Offers Arrival Greeting
Retrieve: Jones,24089 E-4571X Harry’s Gift Box Arrival: CH Offer a Personalized
“Too many records found” Greeting Card or the
window pops; add Micki as Upsell/Cross-Sell/Add-On: Go to OE tab and view Shipping Label Greeting.
first name. F3 to save. Trainee to make an Holiday Arrival and Cutoff Decline card.
enthusiastic, descriptive Codes in the Tools quad
Micki Jones offer. Decline. In Greeting window, press
115 Fox Ridge Rd F6 to view Greeting
Fieldale, VA 24089 shortcut codes.

F6 Options at Recipient *HH!

Level: Emphasize Remove
Recipient and Special
Instructions
Retrieve: Langford, 95822
Retrieves two accounts.
Discuss how to determine
which is correct and how
multiple accounts are
created when retrieving is
not done. Choose #1.
E-24918X David’s Gift Tower
Upsell/Cross-Sell/Add-On:
Trainee to make an
enthusiastic, descriptive
offer. Decline.
Love,
Dennis and Cara
 Greeting: 4 lines of 30
characters
 Verify greeting
 Spellcheck window
will open on “Cara”.
Verify spelling with
customer and click
Ignore.
Arrival: Standard Delivery Offer a Personalized
Greeting Card or the
Shipping Label Greeting.
Decline card.
We love you, Grandma!
Enjoy!
Denny and Cara

Mrs. Florence Langford

5800 Wymore Way
Sacramento, CA 95822
TSP

Ask volunteers for an enthusiastic, descriptive TSP. Telephone specials must include the price and savings (percentage
or dollar amount). Accept TSP and send to self. Remind trainees they did ctrl+s in first order. Send to PO Box
address.
Passport
When window pops, decline.
Payment
On Payment tab, discuss F6 Payment Options.

Bank Card#: Tokenized Card

 Discuss verification of BC information (read back card number – for tokenized cards, read last 4 digits, F7)
 Review proper call closing
Discussion Points

 Multiple recipients are allowed one order. Our system does not have a limit to the number of recipients per
order. (FYI: Mention that the website does have a limit of 99 recipients per order)

 PO Box deliveries: If the customer is complaining about the shipping charges and there’s a PO Box surcharge, ask
again for a street address that the gift can be sent to. That will eliminate the $5.99 surcharge. Suggest a work
address. Direct class to OE Procedure 1158: Shipping to a PO Box. Call out that items that ship overnight or 2 day
cannot ship to a PO Box. This is also a good selling point for Passport.

Disposition

Place New Order

HARRY AND DAVID BASIC FACILITATED ORDER #5 Coupon/Month Only item_Number shown in Max: 617-920-0503

Customer is entered as new.

1. Attempt retrieval even though customer states they’ve never ordered from us before.
2. Emphasize verification of all information entered
3. Discuss Florida HoneyBells cannot be shipped to Arizona
4. Demonstrate locating coupon
5. NOTE: This order should be done with a trainer in the customer role and a trainee as the agent. Stress the
importance of using the Guiding Questions to keep the call on track.
Customer Name: Randy Flowers
SCENARIO:
Customer Address: 23 Hancock St
“I’ve never ordered from
City: Boston State: MA ZIP: 02114
you before, but I saw an ad
Phone: 617-920-0503
for HoneyBells in my
Email: inthegarden624@hotmail.com
newspaper. I get free
Override address if needed: Use E + number
shipping with this code
HNN.”
Recip Info Item & Sales Offers Arrival Greeting
Retrieve: Sending to self “I don’t see an item number Arrival: Month Only Implants standard
in the ad. It just says One greeting for recipient.
Discuss ctrl+S to implant Tray of Florida Honeybells.” Direct agents to OE
customer information as Procedure 1016: Arrival
the recipient. Use Masterlist to locate item Dates for verbiage to
number. Search Florida. Then explain Month Only.
locate One Tray in results.
Emphasize that Month
M-60010x Cushman’s Florida Only items can arrive ANY
Honeybells One Tray TIME during the month.

Upsell/Add-On: Trainee to
make an enthusiastic,
descriptive offer. Decline.
TSP

Demonstrate an enthusiastic, descriptive TSP. Telephone specials must include the price and savings (percentage or
dollar amount). Decline.
Passport
When window pops, decline.
Payment
Coupon: Customer provided code of HNN. Discuss options in case customer didn’t have the code (Promotional
Offers). Use code as given.

Bank Card#: 6011-0027-1651-8568 Exp: 06/21 CVV: 419

 Discuss verification of BC information (read back card number, F7)
 Review proper call closing
Disposition

Place New Order

HARRY AND DAVID INTERMEDIATE FACILITATED ORDER #1 GIFTLIST___________Phone shown in Max: 540-624-1220

Customer in system. Retrieve Brown, 24148. Remind trainees they retrieved a recip using last name/zip in basic order 4.
1. Multiple Giftlists: Guiding questions to select the correct one. Select Christmas.
2. Emphasize verification of all information entered
3. Discuss that items with same requested dates can arrive on different days
4. Direct trainees to pull up OE Procedure 1031: Giftlists
5. NOTE: This order should be done with a trainer in the customer role and a trainee as the agent. Stress the
importance of using the Guiding Questions to keep the call on track.
Customer Name: Janet Brown
SCENARIO:
Customer Address: 1714 Park Ave
“I received my gift list in
City: Ridgeway State: VA ZIP: 24148
the mail and I want to
New Phone: 540-624-1220
order for Christmas.”
Email: brownie@yahoo.com
Customer Number: 100000033
Recip Info Item & Sales Offers Arrival Greeting
G-5000X Classic Favorites Gift Arrival: CH Offer a Personalized
Karen Bradner Basket Greeting Card or the
207 Gatewood Ave Shipping Label Greeting.
Harleysville, PA 19438 Upsell/Cross-Sell/Add-On: Decline card.
610-491-3551 Trainee to make an
enthusiastic, descriptive In Greeting window,
Gift List Options: Discuss offer. Decline. correct greeting as:
Repeat, Change, Skip and
Remove. Happy Holidays!
Love,
Verification is done from Janet and Family
the Gift List Detail window.  Greeting: 4 lines of 30
characters
Select: Change  Verify greeting
Mr. Mark Beebe Jr G-1X Arrival: CH Offer a Personalized
Rt. 3 Box 694 Greeting Card or the
Willow Grove, PA 19090 Upsell/Cross-Sell/Add-On: Shipping Label Greeting.
Trainee to make an Decline card.
Discuss: Verification enthusiastic, descriptive
offer. Accept Upsell of 2 Copy previous greeting
Select: Change Boxes.
TSP
Demonstrate an enthusiastic, descriptive TSP. Telephone specials must include the price and savings (percentage or
dollar amount). Decline.

Passport
When window pops, accept. Call on volunteer to read Terms and Conditions.
Payment

Bank Card#: 6011-0016-0003-5655 Exp: 01/20 CVV: 102

 Discuss verification of BC information (read back card number, F7)
 Review proper call closing
Disposition

Place New Order

HARRY AND DAVID INTERMEDIATE FACILITATED ORDER #2 GIFTLIST/Declined BC_Phone shown in Max: 540-498-5757

Customer in system. Ask trainees what they need to add to the phone number (the dash).
1. New customer address. Emphasize verification of all information
2. Multiple Giftlists: Guiding questions to select the correct one. Select Christmas 2017.
3. As the customer, give the recipients out of order to prepare trainees for the customer giving information out of
sequence.
4. Stress that verification is done from the Gift List Detail window
5. Discuss the arrival window and that multiple items with the same requested date can arrive on different days
6. Declined bank card
7. NOTE: This order should be done with a trainer in the customer role and a trainee as the agent. Stress the
importance of using the Guiding Questions to keep the call on track.
Customer Name: Hattie Brown
SCENARIO:
New Address: 1450 Hwy 56 SW
“I received my gift list in
City: San Francisco State: CA ZIP: 94115
the mail and I want to
Phone: 540-498-5757
order for Christmas.”
Email: None
Customer Number: 100000034
Recip Info Item & Sales Offers Arrival Greeting
F-31626X Red Lion Amaryllis Arrival: CH Shipping Label Greeting
Karen Bradner
207 Gatewood Ave Upsell/Cross-Sell/Add-On: Happy Holidays!
Harleysville, PA 19438 Trainee to make an Miss You!
610-491-3551 enthusiastic, descriptive Love,
offer. Decline. Hattie
Select: Change  Discuss errors in
previous greeting: HH,
no punctuation after
miss you, Love Hattie
is one word.

Donna Appleton
1102 Gardenwood Dr
Birmingham, AL 35244

Select: Skip
Ms. Kelly Ahlrichs
636 Christopal Dr.
Massapequa, NY 11758
516-256-5770
Select: Repeat
Mr. Mark Beebe Jr
Rt. 3 Box 694
Willow Grove, PA 19090
Select: Repeat
E-1 Favorite Royal Riviera
Pears
Upsell/Cross-Sell/Add-On:
Trainee to make an
enthusiastic, descriptive
offer. Decline.
G-4571X Harry’s Gift Box
Upsell/Cross-Sell/Add-On:
Trainee to make an
enthusiastic, descriptive
offer. Decline.
Arrival: CH Offer a Personalized
Greeting Card or the
Shipping Label Greeting.
Decline card.
No changes to greeting.
Arrival: CH Offer a Personalized
Greeting Card or the
Shipping Label Greeting.
Decline card.
Copy previous greeting
for recip Alrichs

TSP
 Demonstrate an enthusiastic, descriptive TSP. Telephone specials must include the price and savings (percentage or
dollar amount). Accept TSP and send to self.
Passport
Does not pop. Ask trainees why?

Payment
Bank Card#: 4444-3333-2222-1111 Exp: 09/20 CVV: 102
 Discuss verification of BC information (read back card number, F7)
 Card declines. Review proper verbiage.
Bank Card# 4210-5999-9999-9997 Exp: 10/21 CVV: 220
 Review proper call closing
Disposition

Place New Order

WOLF INTERMEDIATE FACILITATED ORDER #3 GIFTLIST/Deceased Recipient____Number shown in Max: 615-231-0588

 1. Change company to Wolferman’s.
2. Multiple Giftlists: Guiding questions to select the correct one. Select Christmas 2017.
3. Business Sales Account: OE Procedure 1150: Business Accounts
4. As the customer, give the recipients out of order to prepare trainees for the customer giving information out of
sequence.
5. Deceased recipient. Remove and code.
6. NOTE: This order should be done with a trainer in the customer role and a trainee as the agent. Stress the
importance of using the Guiding Questions to keep the call on track.
Customer Name: Dr./Mrs. Carl Abraham
SCENARIO:
“I’m have some changes to Business: Century Hospital
make to my Giftlist. Should Address: 4426 Sunny Meadows Rd
we make the changes City: Memphis State: TN ZIP: 38135
before I place the order?” Phone: 615-231-0588
Email: None
Customer Number: 004560026
Recip Info Item & Sales Offers Arrival Greeting

Dennis Wilson
1406 Cardinal Ave
Memphis, TN 38135

Select: Skip
Paul G Brunk
651 Franklin St Apt 4306
Oklahoma City, OK 73114
Select: Repeat
Jennifer Fonseca
10115 Jeffreys St Apt 2006
Las Vegas, NV 89107
Select: Change
Amy Kotzur
1709 NW 150th Ter
Oklahoma City OK 73114
Select: Repeat
E-7904W CYO Signature English Muffin Arrival: CH Verify last year’s greeting.
4-Pack
No changes to greeting.
Upsell/Cross-Sell/Add-On: Trainee to
make an enthusiastic, descriptive offer.
Accept Upsell of 7906W:
2 Original
1 Chocolate Chip
1 Multigrain Honey
2 Sourdough
E-30425W Deluxe Signature Bakery Arrival: CH Verify last year’s greeting.
Tower
No changes to greeting.
Upsell/Cross-Sell/Add-On: Trainee to
make an enthusiastic, descriptive offer.
Decline.
E-7904W CYO Signature English Muffin Arrival: CH Verify last year’s greeting.
4-Pack
No changes to greeting.
Upsell/Cross-Sell/Add-On: Trainee to
make an enthusiastic, descriptive offer.
Accept Upsell of 7906W:
2 Original
1 Pumpkin Spice
1 Multigrain Honey
2 Sourdough

Lori Prange
651 Franklin St Apt 4310
 Los Angeles, CA 90049

Select: Remove

“Lori passed away recently,

so I’d like to remove her
from my gift list.”

Use Scratch Pad to save

Prange,90049 to use after
call for coding.
Bethalyn Watts
1354 Starline Dr.
Herndon, VA 20171
Select: Change
E-30425W Deluxe Signature Bakery Arrival: Verify last year’s greeting.
Tower Overnight
Change to: Our deepest
Upsell/Cross-Sell/Add-On: Trainee to sympathies are with you.
make an enthusiastic, descriptive offer.
Decline. Carl and Beatrice
Abraham

TSP

NOTE: Have agents offer the Signature tote gift. Demonstrate an enthusiastic, descriptive TSP. Telephone specials
must include the price and savings (percentage or dollar amount). Accept TSP and send to self. Ask who remembers
how to copy customer info into recip screen.
Passport
Ask class why Passport offer does not pop. Business Sales Account
Payment
Bank Card#: Tokenized Visa ending in 4318 Exp: 12/19 CVV: Not Needed
 Discuss verbiage for tokenized card
 Review proper call closing
Disposition

Place New Order

After Call Work

Direct class to OE Procedure 1023: Deceased.

Follow the procedure to code recipient Lori Prange (Prange, 90049) as deceased.

Explain that coding the account as deceased will remove this person from all correspondence, including catalog
mailings and any other gift lists they may be on.

STOCK YARDS INTERMEDIATE FACILITATED ORDER #4______________________Number shown in Max: 502-223-1677

Teaching Points:
1. Address Book
2. Discuss verification requirements for businesses
3. Change company to Stock Yards
4. Temporary Address
5. Stock Yards does not ship to PO Boxes, Foreign, Canada, US Territories, APO/FPO)
6. NOTE: This order should be done with a trainer in the customer role and a trainee as the agent. Stress the
importance of using the Guiding Questions to keep the call on track.
SCENARIO:
Business Name: Tern’s Tiles
“I’d like to place my yearly
2nd Line: Attn Samson Tern
order of steaks for my
Business Address: 428 W Kentucky Hwy 72
suppliers.”
City: Louisville State: KY ZIP: 40220
Phone: 502-223-1677
Email: sam@ternstiles.com
Customer Number: 100100125
Recip Info Item & Sales Offers Arrival Greeting
Retrieve: Address Book P-2192M New York Strip 4 – Arrival: 12/20/19 Shipping Label Greeting:
8 oz.
Merry Christmas and a
Samantha Tucker Upsell/Cross-Sell: Happy New Year!
9 Hillside Place Demonstrate an enthusiastic, From,
Powell, OH 43065 descriptive offer. Decline. Sam and Team

Retrieve: Address Book P-2192M New York Strip 4 –
8 oz.
Sarah Marsh Upsell/Cross-Sell:
76 Huntington Pl Demonstrate an enthusiastic,
West Orange, NJ 07052 descriptive offer. Decline.
Arrival: 12/20/19 Shipping Label Greeting.
Merry Christmas and a
Happy New Year!
From,
Sam and Sherry Tern

Retrieve: Address Book Arrival: 12/20/19 Offer a Personalized

Greeting Card or the
DJ Sullivan
Shipping Label Greeting.
2628 Honey Hill Ct
Decline card.
Cincinnati, OH 45236
Copy greeting for
TEMP Address: P-2192M New York Strip 4 – Recipient 1
711 Twilight Blvd 8 oz.
Oceanside, CA 92056
Upsell/Cross-Sell:
Start date: 12/18/2018 Demonstrate an enthusiastic,
End date: 12/31/2018 descriptive offer. Decline.

TSP
Stock Yards Telephone Specials are not available at this time in the Training Region. This is NOT a glitch, so do not call
it that with your trainees. Let the class know we are offering TSP for SY in Prod.

Passport
Window should not pop: Business account. But, mention that Passport benefits are different for SY – flat-rate, not
free shipping.
Payment
Bank Card#: 4210-5999-9999-9997 Exp: 05/21 CVV: 745

 Discuss verification of BC (Bank Card) information

 Discuss proper call closing, emphasize thanking the customer and branding the call.

Disposition

Place New Order

HARRY AND DAVID INTERMEDIATE FACILITATED ORDER #5__________________Number shown in Max: 912-777-8182
Teaching Points:
1. Sympathy Gift - express shipping included
2. Discuss offering an apology for the loss
3. Recip retrieved
4. Arrival Date window and verbiage
5. Sales offers on Sympathy calls: When appropriate/not appropriate. Departmental Policy 5000: Definitions and
Guidelines for Required Sales Offers
SCENARIO:
Customer: Sam Collins
“I need to order a
451 Fruitdale Ct
sympathy gift. My sister’s
Philadelphia, PA 19144
husband passed away
Phone: 912-777-8182
yesterday.”
Email: scollins74@gmail.com
Customer Number:
Recip Info Item & Sales Offers Arrival Greeting
Retrieve: Brownstone, Arrival: Ships 2 day Personalized Greeting
24089 Card – CD7
Scott/Maryanne I am so sorry for your loss.
Brownstone
I wish I could be there to
191 Butler Way
W-29915X Classic Sympathy offer support and love.
Fieldale, VA 24089
Gift Please let me know if
there's anything I can do.
Change name: remove Love,
Scott. Click No: Fixing the
name on an existing Sam
account *F3 in Greeting Field to
implant customer name
TSP

Demonstrate an enthusiastic, descriptive TSP. Offer verbiage to help make a successful offer on a Sympathy gift. “We
could have something arrive a few weeks later so your sister knows she is still in your thoughts.” Add item and date
out for a few weeks. F2 on item, add item greeting. “Something to brighten your day. Love, Sam”
Passport
Accept Passport offer. Item W-9999X. Removes standard shipping for sympathy gift and all shipping for TSP.
Payment
Bank Card#: 6011-0016-0003-5655 Exp: 02/21 CVV: 139

 Discuss verification of BC (Bank Card) information

 Discuss proper call closing, emphasize thanking the customer and branding the call.
Disposition

Place New Order

HARRY AND DAVID ADVANCED FACILITATED ORDER #1 OTHER BRANDS _______Number shown in Max: 718-898-6512
 1. Multiple brands
2. OE Procedure 1002: Order Confirmation. Role based email address will not receive confirmation. Ask for
alternate email for Order Confirmation.
3. Override address for customer and recip #4.
4. OE Procedure 1150: Business Sales. When to transfer to Business Sales Support. Guiding questions to ask: Will
gifts be delivered to one address and handed out or will items be shipped to individuals? (One address would be a
Lot Shipment and would be transferred to Business). Customer wants shipped to individuals.
5. OE Procedure 1087: How to Use InContact. Transfer to other brands.
6. Passport cannot be offered to business customer even when not coded as a business.
7. NOTE: This order should be done with a trainer in the customer role and a trainee as the agent. Stress the
importance of using the Guiding Questions to keep the call on track.

Customer Name: Bebe Sosnovsky

SCENARIO:
“I’d like to place a large
order for our employees.”
Recip Info
Retrieve: Collins,32082
Chris Collins
8038 Pebble Beach Lane
Ponte Verde Beach, FL
32082
2 accounts are retrieved.
Use Guiding Questions to
verify correct account.
Retrieve:
Henderson,33432
Dakota Henderson
400 NW 2nd Ave
Boca Raton, FL 33432
Address: 2175 Man of War St
City: West Palm Beach State: FL ZIP: 33411 (Invalid zip code – discuss verifying zip with
customer. Override with e number)
Phone: 718-898-6514
Add Business Name: Sosnovsky Furniture
Change Customer and Address Type: Business
Add Email: sales@sosnovskyfurniture.net
EXPLAIN THAT ORDER INFORMATION WILL NOT BE SENT TO ROLE BASED EMAIL
ADDRESSES
2nd Email: bebe.sosnovsky@sosnovsky.net
Customer Number: 400500606
Item & Sales Offers Arrival Greeting
K-1067X 12 Month Signature Arrival: December Shipping Label Greeting:
Light Size Club December
Start Thank you for a
wonderful and
Upsell/Cross-Sell/Add-On: prosperous year!
None in system From,
Sosnovsky Furniture
K-1067X 12 Month Signature Arrival: December Copy previous greeting.
Light Size Club December
Start F6 option.
Upsell/Cross-Sell/Add-On:
None in system

Henderson,33432 retrieves
account. Use Guiding
Questions to ascertain it is
not correct account.
Retrieve: Jay,33138 K-3011X 3 Month Light Arrival: December Thank you for all you do!
Tower Club December Start From,
Mrs. Helen Jay Sosnovsky Furniture
1225 NE 101st St
Miami, FL 33138
Retrieve: Basu, 33313 193921 Birthday Party Gift Discuss: Transferring the
(Invalid zip code – discuss Tower call to Cheryl’s. Complete
 verifying zip with customer. the Harry order first.
Override with e number)
Remove recip from order.

Tinku Basu
7500 NW 30th Pl Apt 408
Sunrise, FL 33313
(954) 648-5687

TSP

Demonstrate an enthusiastic, descriptive TSP. Telephone specials must include the price and savings (percentage or
dollar amount). Decline.
Payment
Bank Card#: 6011-0010-5250-1857 Exp: 09/21 CVV: 522
 Discuss verification of BC information (read back card number, F7)
 Review proper call closing
Disposition

Place New Order

Additional Information

Discuss: Suggesting our cookies for recip 4.

Does order qualify as Big Dog? Demonstrate how to look for Big Dog and calling Assist if agents have it.

HARRY AND DAVID ADVANCED FACILITATED ORDER #2 Canada/Park Order____Number shown in Max: 515-803-5242
 1. Personalized Greeting Card
2. Sold out item
3. Canadian address
4. Disconnected/dropped call
5. Park order
6. NOTE: This order should be done with a trainer in the customer role and a trainee as the agent. Stress the
importance of using the Guiding Questions to keep the call on track.

Customer Name: Ursala Waters

SCENARIO:
Address: 3365 Dragon Walk
“I’d like to place my holiday
City: Ames State: IA ZIP: 50014
order.”
Add Phone: 515-803-5242
Add Email: uwaters65@spectrum.net
Customer Number: 100005032
Recip Info Item & Sales Offers Arrival Greeting
Retrieve: 874-665-1274 M-4571X Arrival: 12/18/19 Offer a Personalized
Greeting Card or the
Cynthia/Kenneth Upsell/Cross-Sell: Shipping Label Greeting.
Greenberg Demonstrate an enthusiastic, Accept card. E77- All
219 Brownell St descriptive offer. Decline. Occasion
Thornton, IL
60476 Add-On: Decline. Dear Cynthia, Amy, Junior,
and Dennis,
*Recips have divorced. Gift Over 21? Yes.
is for Cynthia only. Remove Wishing you all a wonderful
Kenneth from account. holiday season and a
Click No on the pop up. blessed New Year.

Miss you!
Love,
Granny W.

*Press Tab until you get to

the Greeting window
NOTE: You must not bypass
the Greeting window (leave
it blank) as you will receive
an error at Payment. Press
F3 to implant customer's
name.

Call out the green triangle

by the gift and F2 to view
the icon by Personalized
Greeting Card. Demonstrate
that the card can be
accessed again and may be
edited.

Retrieve: Bell,19707 M-30435X Traditional Arrival: Wants Sunday, Shipping Label Greeting:
Fruitcake 2 lbs. 12/15/2019 arrival (“It’s
Elma Bell for my mom’s potluck at Mom,
 148 Dewberry Dr.
Hockessin, DE 19707 None in system
Upsell/Cross-Sell/Add-On: her retirement home on Enjoy the fruitcake!
the 15th.”) Love you,
Cubby
* Training region will
allow Sunday date. *Spell-check will hit on
Make sure trainees Cubby. Direct trainees to
understand that this is verify with customer and
one time that the then click “ignore”.
Training Region does
not mirror Production.

Discuss Sunday is not an

option. Saturday arrival
is an additional $24.99.

Customer agrees to
Friday 12/13/19.
Add as new. Try retrieval M-55X Merry Mix-Up Arrival: CH Shipping Label Greeting:
as usual first (phone SOLD OUT
number, then last A taste of the US!
name/postal code) Discuss subs and how to help Merry Christmas!
the customer find an Love,
Jesse Kellogg appropriate item. Customer Ursi
1661 Napier St agrees to M-4571X Harry’s
Vancouver, BC Gift Box.
Canada V5L 4X4
Upsell/Cross-Sell/Add-On:
604-331-3603 Discuss why Upsell offer
would not be appropriate in
Call out that the address this situation. Would cross-
type automatically changed sell be better?
to show Canadian.

TSP

Demonstrate an enthusiastic, descriptive TSP. Telephone specials must include the price and savings (percentage or
dollar amount). Accept and send to self.
Call Disconnected As Passport pops
Direct trainees to OE Procedure 1152: Parking and Unparking Orders.

Select Disposition Code: Order Started/Not Completed

HARRY AND DAVID ADVANCED FACILITATED ORDER #3 Unpark Order____________ ______RETRIEVE: See Notes
 1. This order must be done immediately after Advanced #2 so parked order appears on the trainee’s system.
2. Demonstrate how to search the Parked Orders by customer name.
3. Last name: Waters
4. Parked orders: Discuss who gets credit for sales offers.
5. Departmental Policy 5000: Definitions and Guidelines for Required Sales Offers: When are sales offers NOT
required? Last bullet point: You are resolving a parked order.
6. NOTE: This order should be done with a trainer in the customer role and a trainee as the agent.

Customer Name: Ursala Waters

SCENARIO:
Address: 3365 Dragon Walk
“I just called and I
City: Ames State: IA ZIP: 50014
accidently hung up when I
Add Phone: 515-803-5242
was looking for my credit
Add Email: uwaters65@spectrum.net
card!”
Customer Number: 100005032

Call Disconnected
Direct trainees to OE Procedure 1152: Parking and Unparking Orders.
Payment
Bank Card#: 6011-0016-0003-5655 Exp: 02/20 CVV: 217
 Discuss verification of BC information (read back card number, F7)
 Review proper call closing

Call Disposition Code: Resolve Parked Order