CONTACT CENTER FACILITATOR

GUIDE
Order Entry New Hire FY20

About this Class:

Class Length: 30 hours

Class Format: Day 1-3: 8.25 hours Day 4: 5.25

Nesting: 5 hours

Prerequisites: Onboarding

Materials: Folders from Onboarding

Employee ID InContact
Permissions:
ID

Intranet Tabs: FIND, HOME, OE, TRAIN

Draft for proofing

Contents
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Day 1: Welcome – 5 Minutes....................................................................................................5

Logins – 15 Minutes..................................................................................................................5
Orientation Review – 10 Minutes.............................................................................................9
OE Tab – 20 Minutes...............................................................................................................10
Procedures Quad – 30 Minutes.............................................................................................. 16
E-Forms Quad – 5 Minutes..................................................................................................... 20
Wolferman’s Quad – 5 Minutes..............................................................................................21
Tools Quad – 15 Minutes........................................................................................................21
Stock Yards Quad – 5 Minutes................................................................................................23
Our Mission and Guarantee – 10 Minutes..............................................................................23
Break 1 – 15 Minutes..............................................................................................................25
Product Knowledge – 60 Minutes...........................................................................................25
Masterlist – 45 Minutes..........................................................................................................29
Day 1 Lunch – 30 Minutes.......................................................................................................36
Info Central – 60 Minutes.......................................................................................................36
Wolferman’s – 20 Minutes..................................................................................................... 37
Stock Yards – 20 Minutes........................................................................................................39
Exercise: Product Knowledge – 20 Minutes............................................................................41
Break 2 – 15 Minutes..............................................................................................................42
Customer Care Suite – 45 Minutes.........................................................................................42
Basic Order Entry – 50 Minutes..............................................................................................46
Day 1: Wrap Up – 10 Minutes.................................................................................................47
Day 2: Welcome – 10 Minutes................................................................................................50
Basic Order Entry: Demonstration – 110 Minutes..................................................................50
Break 1 – 15 Minutes..............................................................................................................64
Facilitated Orders – Basic – 105 Minutes................................................................................64
Lunch – 30 Minutes................................................................................................................ 66
Skills Practice Basic – 90 Minutes........................................................................................... 66
Exercise: Basic – 30 Minutes...................................................................................................68
Break 2 – 15 Minutes..............................................................................................................69
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Facilitated Orders – Intermediate – 95 Minutes.....................................................................70

Day 2 – Wrap Up – 10 Minutes...............................................................................................71
Day 3 – Welcome – 10 Minutes..............................................................................................72
Review – 10 Minutes.............................................................................................................. 72
Skills Practice – 70 Minutes.................................................................................................... 73
Exercise – Intermediate – 30 Minutes....................................................................................74
Break 1: 15 Minutes................................................................................................................75
Facilitated Orders- Advanced – 105 Minutes..........................................................................76
Lunch – 30 Minutes................................................................................................................ 77
Sales – 60 Minutes..................................................................................................................77
QA – 30 Minutes..................................................................................................................... 84
Skills Practice– Advanced Order Entry – 30 Minutes..............................................................87
Break 2 – 15 Minutes..............................................................................................................89
Exercise: Advanced – 30 Minutes...........................................................................................89
Other Situations – 65 Minutes................................................................................................91
Day 3 – Wrap Up – 10 Minutes...............................................................................................94
Day 4 – Welcome – 10 Minutes..............................................................................................95
Review and Final Exercise – 60 Minutes.................................................................................95
What to Expect – 10 Minutes................................................................................................. 96
Nesting – 3 hours 45 minutes (including 15 min break)........................................................100
Final Thoughts and Wrap-Up- 10 Minutes............................................................................100

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Preparing for Training
To begin, read through this Facilitator Guide.
This is intended to be a guide. Be guided by your
experience, the needs and skills of the trainees,
and direction from Training Staff, as well as the
information in here. Most of the suggestions and
all the information were developed through
research and hands-on, classroom experience,
but you will want to customize the material for
your audience.
Practice writing on flip chart paper before class.
You may want to draw lines on the paper (lightly,
in pencil) to help you. As well, many of the flip
charts suggested in this course can be prepared
ahead of time. The first page should be set up
like this:
• Order Entry New Hire Class •
The names of both trainers
• Welcome to Harry & David!
You may want to prepare other pages that you
will need throughout training, such as the
Parking Lot.
Verify there is a Trainer’s Caddy in the training
room with the following items:
• Extra markers
• Tape
• Scissors
Each trainer may want to bring:
• A bottle of water
• Cough drops
• Tissues
Arrive at least 15 minutes before the start of the
class as scheduled to ensure that:
• The classroom is set up as desired.
• You know where washrooms, break
facilities, smoking areas and fire exits are
located and how to explain their location
to people who are unfamiliar to the
Contact Center.
• You have all the necessary resources for
the day.
• Trainee materials (name tents, security
badges, stickies, etc.) are in the room.
• Pencils and scrap paper are available.
• The In-Focus machine is turned on and
warmed up.
• You have discussed how to handle Role
Plays with co-trainer (e.g. Which of you
will participate if there’s an uneven
number of trainees)
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The Purpose of this

Training Program: This training is designed to introduce the new associate to Harry & David
culture, systems and processes, along with our decadent gifts.

Audience: This class is designed for associates who have never worked for Harry &
David before. However, the class may include associates who previously
worked in the Call Center (not in the previous season) or returnees who
could not be scheduled into a returnee class.

Program Objective: At the end of this training, the participants will be able to:
• Log in and out of the Max agent phone, the OTC and CCS
• Place orders for customers who call in
• Use available resources to assist customers effectively and efficiently

How to Use This

This manual gives the trainer information to support and create a learning
Manual:
environment for the participants. The use of icons, italics and titled
PowerPoint Slides will prompt the facilitator to action.

• All italicized entries in the side column are explanations or directions

to the facilitator and are not to be read aloud.

• Paragraphs in plain text are words the facilitator may use in speaking
to the participants.

• Bold entries within the script are key talking points for the trainer.

Checklist of Supplies The following supplies should be in the training room or provided to you
and Equipment: prior to start of class:
• Flip chart with paper
• Stocked Trainer’s Caddy
• Trainer’s Procedure and Best Practices Guide
• Name tents, security badges, stickies, folders
• Scratch paper and pencils
• Facilitator’s Guide
• PowerPoint Presentation

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Day 1: Welcome – 5 Minutes

Slide: Welcome
Welcome to Harry and David! This is the Order Entry class. My name is
NOTE: Each
________ and I’m so excited to be with you today!
trainer should
introduce
Over the next 4 days we will be covering Order Entry.
themselves. Offer a
brief intro about
If there is a conflict in your schedule that will keep you from being able to
yourself-include
relevant background attend class on time or staying until the class is scheduled to end, let one
to build credibility. of us know. We will get you in touch with training administration.

NOTE: It is
required to We are going to take attendance now. Make sure that you answer loudly
verbally call and clearly when we call your name to ensure that you are marked
attendance as you
enter it into correctly in the system.
Scheduling Suite.
Is there anyone here whose name we didn’t call?

Slide: Today’s Agenda

Let’s go over Today’s Agenda. We are going to cover:

• Tools to help you assist your customer

• The Mission statement and guarantees of our brands
• How our Intranet functions

We are going to take attendance now. Make sure you answer loudly
when we call your name to ensure that you are marked correctly on our
schedule.

What questions do you have before we get started today?

Logins – 15 Minutes
Slide: Each Day It is important to use the proper sequence for logging in. If you do not
follow these instructions precisely, it will cause attendance issues. Each
day, you will:
NOTE:
Everyone
should be able to

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get on the system 1. Log into your PC

right away. If 2. Sign on to your Online Time Card
anyone has
3. Open InContact in Chrome and sign onto the Max phone
difficulty, have the
co-trainer assist 4. Read the Daily Update
them and continue 5. Open CCS, check out the website and review your email
with the material.
Who needs help signing on to their PC, OTC or Max? The directions for
signing in are inside your name tent and in the Welcome Book in your
training folder.

Remember, you may log into your Online Time Card and Max phone 5
minutes before your shift start time, but you cannot log out until your
shift is over.

If there is a system issue that prevents you from logging in on time at the
beginning of your shift or returning from break or lunch, send your Team
Leader a message the same day and let them know what happened. They
can adjust your attendance if you notify them right away.

You are welcome to bring a timer from home to use to time your breaks
and lunches.

PC
Let’s log in to the PC and our timecards. Press ctrl+alt+delete to open the
log-in window on the monitor. Enter your 6-digit employee number;
that’s the one that starts with an E. Fill in the password field with the
password that you created in Onboarding.

Once the desktop loads, it should say “Welcome to the Online Time Card
(OTC)”. Enter your E number again; click “continue”, and then click the
Start button next to where it says “Training/Meetings”. The writing turns
bold and shows that you are now logged in. Great job!

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Slide: InContact
Login InContact and Max must be opened in Google Chrome. Click the Chrome
icon on the desktop and type “Login.Incontact.com.” Enter your user
name and password. Your user name is your e number followed by the at
symbol. Then type hd dot agent. Enter the password that you created in
Onboarding. Click Launch Agent Upon Login and then click Login.

Slide: Pop-Ups
Look at the upper right of the address bar. Is there an icon that looks like
a box with a little red x on it? If so, it means your Pop-ups are blocked.
You must enable pop-ups. Click the icon and select the radio button for
"Always allow pop-ups from https:home-c17.incontact.com".

Slide: Launch Agent

Click the headset icon in the left panel to launch agent. If a window
appears stating "Use your microphone", click "Allow".

NOTE: The need to enable pop-ups and allow the microphone will only be
necessary if it's the first time you've sat at that workstation.

Slide: Select Phone On the next window, select Integrated SoftPhone, then click connect.

Slide: Settings
Now, we need to adjust our settings and notifications. You will have to set
them each time that you sit at a new station and each week when you
clear the cache history, which you’ll learn more about in your next training
classes. Click "MORE" in the bottom right corner of the MAX agent.

Select "Settings"

Select "A/V Notifications" (Audio/Visual Notifications).

Slide: Max Screen When the Max Agent appears, choose Unavailable – Training.

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Slide: Ground Rules Before we jump into training, let’s review the Training Ground Rules.

• Participate. The more you engage, the more you will learn.
NOTE:
• Share your ideas. Some of the best ideas come FROM building on
Reference
the poster in the other ideas.
training room.
• Ask questions. No question is a bad question, so ask away! If you have
a question about something, chances are that someone else has the
same question.

• Keep an open mind and learn something new. This is a new chapter
in the Harry & David story! Since you were here, there have been
many changes and we are excited to share them with you. Let’s focus
on this season and what we can do to make it successful.

• One conversation at a time. A lot of learning is done by talking and

you will have opportunities to talk during training. However, for
everyone to hear and learn the material, we cannot have side
conversations during the instructional parts of the class. We have role
plays and games that allow us to take a step back and let you take
over the talking roles.

• Respect confidentiality. This is key. This is a safe, learning

environment for everybody.

• Start and end on time. I respect you and your time and I expect this
from you.

Have fun!

Slide: Reminder
Just a reminder that while you are in training, do not change any settings
on the computer. It is important that the PCs stay with the color scheme,
resolution size, and background that we have set.

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Orientation Review – 10 Minutes

Slide: Review We have a few reminders that specifically relate to the Call Center.
To maintain Payment Card Industry (PCI) compliance, cell phones cannot
be used in the Call Center except in a designated break area. Turn OFF cell
NOTE: Know
how to phones completely before entering the Call Center. They cannot be set to
describe locations of vibrate or silent. Even in the training rooms, cell phone use is not allowed.
male and female
It is taken very seriously. If needed, security will be involved.
bathrooms, break
room, smoking area
and cafeteria. Use Restrooms are located ____. We recommend waiting until your break to
clear directions, such use the restroom, but if you must leave during class, put your phone into
as left/right and
the appropriate status, lock your PC, and leave the room quietly. What
avoid vague
descriptions. status will you use for this?

• Target Answer: Unavailable Personal

Awesome!

Parking reminder. You must park in the correct area indicated by your
parking sticker. Open parking spaces are any un-numbered parking space
in the lot between the East Office Building and the Employment Center, or
in the gravel or paved lots west of the Theresa McCormick Assistance
Center, or in the unpaved area by the railroad tracks east of the Employee
Service Center. Reserved parking spaces are available for OPEN parking
from 5:00 p.m. to 5:00 a.m. Monday through Friday and all day on
weekends and Holidays.

Swipe badges must always be used to enter the call center. If you come
through the door and allow another person to come in with you and that
person did not swipe their badge, you are both subject to disciplinary
procedures. They must be displayed at all times.

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What questions do you have about these policies?

OE Tab – 20 Minutes
NOTE: Demonstrate
actions on the In- Let’s briefly look at the tools we have on the OE tab. Again, “OE”
Focus screen.
stands for Order Entry, which could also be called Sales. On the left
are the first 3 Quads. They are My Links, Extra! Extra! and Harry &
David.

The My Links quad is the same on all your tabs. It’s a useful way to
keep frequently used links in an easily accessed area.

Extra! Extra! Contains links for the Daily Update and seasonal
information. Remember, the Daily Update contains essential
information on current events and/or changes to systems and
processes, so it is critical that this is read every day and throughout
your shift.

Once you have signed into your OTC, the Daily Update should
automatically come up. You should however, log in to InContact, put
yourself in to Unavailable – Preshift and then come back to this link.
You are allowed up to 5 minutes at the start of your shift to do this.

The Daily Update has different sections. At the top is Harry & David
information is first, followed by Wolferman’s and Stock Yards. At the
bottom is the “Nice to Know” section. This is where you would find
any miscellaneous information and incentive programs.

What questions do you have about the Daily Update?

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We are going to take a closer look at the Harry & David quad. You will
Harry & David Quad access vital information from this quad every day.

Masterlist One of the main tools we use is the Masterlist. The Masterlist contains
specific product information. You can search by item name or number
(without prefixes and suffixes). The Masterlist is basically a searchable
encyclopedia that has more detailed information than the catalog or
the website.

For example, this is where you will find cooking instructions, weight,
count, origin, serving size, etc.

The Masterlist also has page numbers, so you can direct the customer
to the correct page in the catalog.

The Masterlist is not tied to inventory or current item availability; it is

item information only. It’s very important to remember this when you
are helping a customer shop. We will practice Masterlist search
methods later in the training.

Click the on the Digital Catalog – H&D link.

Digital Catalog
This page consists of links to view online copies of our catalogs. Recent
catalogs are listed separately and there is a link for previous catalogs
under Archive. Most catalogs include a 2- part coupon code that is
printed on the back cover. You can view when catalogs are being
mailed from the link that says Catalog Mail Dates.

If there are any misprints, they are shown near the bottom of this
page.

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Click on your OE tab or use your back arrow. The next link we will cover
Info Central is Info Central. Info Central provides extra information that may not be
included anywhere else. This is where you will find details on allergen
statements, wine information and everything you need to know about
our HoneyBells. We will be covering Info Central in more detail later.

Click on your OE tab to return to our tour of the Harry & David quad.

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Promotional Offers

NOTE: Call on trainees to Click on Promotional Offers – H&D.

read bullet points to keep
class engaged. We are going to read the bullet points together.

You will use this link when you need to look up a discount code on the
customer’s behalf. Often, the customer will want to use an offer that
was emailed to them, but they want to place the order on the phone.
We will honor the emailed offer on their phone order, but we need to
get the correct code. Ask for any details on the offer, such as Free
Standard Shipping or a percentage off. You should also ask for the
subject line of the email or when it was received. Using this
information, you can quickly locate the appropriate offer and apply it to
the order.

The table is divided by the method for the promotion, such as Website,
Email, Catalog, Stores, Miscellaneous and Affiliates (a site that is not
our Harry & David website, but has special offers for our customers).

Let’s practice by looking for the gifts eligible for the promotional offer
CODE20. Click on the tab up near the top that says “FIND”, and a little
window opens. Click in the empty space after “search for” and type in

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CODE20. Then click on “find in page.” You’re automatically moved to

this offer and it will be highlighted in blue. To see the items included in
this offer, there’s an underlined link that says “details” in the first
column. Click on the link to view a list of the items in the promotion. To
get back to the offers page, click the back arrow and close the FIND
window.

What questions do you have on locating a promotional code?

Email Calendar Click on your OE tab to return to our tour, and then click the Email
Calendar - H&D link.

This page has links to former and current email offers. The green links
allow you to view the email to determine which email the customer
received. Note that there may be multiple versions issued on a single
day.

To take advantage of the emailed offer online, the customer must click
through the link embedded within the email. We will honor the same
email discount if the customer chooses to place the order by phone.
Use the email calendar tool and/or our promotional offers page to find
the correct code to enter in Customer Care Suite (CCS). NEVER give the
code listed to the customer!

The next link in the Harry and David quad is Clubs - H&D. Click here.
Clubs
Remember the orientation video talked about our Fruit of the Month
clubs? This is one of our most popular and unique product offerings.

This page contains the item numbers for all currently offered clubs,
their components and is listed by the month the club shipments would

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start. To see the variety of clubs we offer, click on the month the
customer wishes to start the club.

(NOTE: Choose a month that is active on this page.)

Click on October/November/December and then click on the

underlined item number for the 12 Month Light Size Club to view
specific information for that club on our Masterlist.

What is the item number for the 12 Month Light Size Club?

• Answer: October: 1217X; November: 1225X; December: 1067X

What is the fruit that will be shipped in May?

• Answer: Light Strawberries

What questions do you have about Clubs?

Click on your OE tab. Then click on Fruit by Month.

Fruit by Month

To see the variety of fruits that we ship each month, click on a specific
month. This tool is helpful if the customer wants to change a
component in a club. Once you select a month, the underlined number
link takes you to the Masterlist for additional product information.

Let’s try it. Click August 2019 from the left side of the screen. These are
options that are available in this coming August. Again, you can click on
the underlined item number to view the gift on the Masterlist.

The customer wants more information about the Plump Sweet

Cherries and Peaches, click on the underlined item number to view the
information on our Masterlist.

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What is the origin of this gift?

• Answer: Cherries – California or Oregon; Peaches – California,

Oregon, Washington or Idaho

Click your OE tab, and then click on the Stores link. This link contains

Stores information about our replacement/refund policy and stores in general.

We have three types of stores:

1. Retail or Outlet Stores which are open year-round.

2. Pop-up Stores are in existing retail spaces and are open temporarily
for the holiday season.

3. Kiosks are smaller, free standing stores in the open areas of

shopping malls and are open seasonally for the holidays.

Customers often call with questions about our stores. You can find the
information you need through the links on this page.

Another commonly used link on this page is the Store Locator. Click on

Store Locator the link on the left and you will be directed to the Store Locator on the
Harry & David website. You can view all stores located within a state.

Let’s look at the stores in Virginia. What could you tell the customer
about the store in Williamsburg?

• Answer: store hours, address, and phone number, directions.

If you click on the “Get Directions” link, Google Maps will open on a
new tab. Since accessing the link opened a new tab, we need to close it

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to return to our intranet. We do this by simply clicking on the “X’ on the

Store Locator tab. Click the OE tab once to get back to the intranet.

Click on Personalized Greeting Cards. This link also takes you to the
Personalized Greeting
website. Click on the Occasion dropdown and select the category that
Cards
you wish to choose from.

The customer will often ask you to pick a card to include with their gift.
It is better to describe just two or three cards to the customer. Always
ask clarifying questions, like “Would you prefer the card to say
Season’s Greetings or Merry Christmas?”

What questions do you have regarding Personalized Greeting Cards?

Again, click the home icon to return to our tour. A link to the Harry &
Harry & David Website
David website is also located in this quad. The website is a great
resource and a quick, easy way to access information to answer
customer questions.

We are not going to follow the link right now as we will be covering our
website in detail later.

Procedures Quad – 30 Minutes

Introduction
Let’s briefly view the next set of Quads.
NOTE:
Demonstrate At the top right in the center of the page is the Procedures quad. We will
actions on the
InFocus screen. be using Order Entry Procedures extensively in this class and you will use
them every day in Production. This is one of the most important tools you
will use to process orders efficiently and effectively. It works like
Google. There are also links to Internet Helpline Procedures and Opening
Verbiage and Passport Scripting. Our Passport program is a service we

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provide for an annual fee of $29.99 which allows customers free or

greatly reduced shipping charges on qualifying items.

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Procedures
Introduction
First, we are going to look closer at Procedures. Here we can find all kinds
NOTE: Briefly
highlight some of useful information to help us assist our customers.
of the useful links on
the Quick Reference In the Procedures quad, select Order Entry Procedures.
Table.

The Quick Reference Table has direct links to procedures, verbiage and
shortcuts.

Procedures include how to use the system to help your customer and the
correct verbiage when you need to know what to say to them. There is
suggested verbiage for just about any situation.

The Order Entry Quick Reference is categorized for easy use. The links in
the Tools quad are particularly helpful. The Holiday Cutoffs listing will
give you the arrival window and the cutoff date for standard and express
delivery. The Policies quad has quick links to the Hassle Free (Discount)
Policy, Add on Sales Guidelines and even a link to Departmental Policies
in case you accessed procedures by mistake.

When using procedures, make sure you always read the full procedure,
including all bullet points at the top, to confirm that it is the correct one.
Procedures are cross referenced for easy use, and there are usually at
least two ways to look up any procedure.

In addition to searching procedures by the keywords in the knowledge

base or from the alphabetical list on the left, we will show you a shortcut
method to search procedures while you’re in an order. We will take a
closer look at these methods later.

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Arrival Dates
To use Procedures, first you need to know what you’re looking for. Arrival
dates are a common question, so let’s look for that information.

To find information on Arrival Dates in Procedures, we have several

methods we could use. We have the Quick Reference Table with Arrival
Dates in the Verbiage quad. We could type “Arrival” into the Knowledge
Base and press Search. Or we could use the alphabetical listing down the
left side and click on the “A”.

Click on the Arrival Dates link in the Verbiage section of the Quick
Reference Chart. This pulls up Procedure 1016: Arrival Dates. On all
procedures, vital information is listed in the bullet points. It is imperative
that you read the bullet points on the procedures first. You can click on
the green hyperlinks below the bullet points to go directly to a specific
scenario.

If you want to know how to enter an item to arrive by Christmas, what

link do you think we should click on?

Answer: How do I enter an item to arrive by a specific holiday?

Read the bullet points and follow the steps to have the gift arrive for the
requested holiday.

Foreign Address
Let’s look up another procedure. We would like information on shipping
to an international or foreign address. What are some keywords that we
might try searching?

Answers: “Shipping”, “International, “Foreign”

Type International in the search field and click Search.

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Click on the first link in our search results 1159: Shipping to a Foreign
Address. We found this procedure using International, but we could also
have found it under Foreign. There are many ways to find a procedure, so
sometimes you may want to think of a different way of saying something
to narrow down your search.

Click on the link What foreign countries do we ship to? Do we ship to

Italy?

Answer: No

Procedures: Tax

Let’s see who can find the information on what to do if the customer says
they live in a state that does not have sales tax and wants to know why
they are being charged tax on their order.

Anyone find it? Read us the directions.

Answer: From Procedure 1096: Frequently Asked Tax Questions.

On the Quick Reference table page, there is a link at the bottom to let us
know if any procedure needs more information or clarification. You should
use this to report any procedures that are not properly indexed (meaning
you have searched for them using the right words, but nothing was found)
or any procedures that appear to be inaccurate or missing information.

Club Certificate

When a customer orders a club for someone else, the recipient, that is the
person who receives the gift, receives a certificate in the mail that includes
the greeting from the customer and the item that they will

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receive each month. The customer wants to know when the club
certificate will be sent. How would you search for the correct procedure?

Answer: Index, C, Club Certificate; Knowledge Base – Certificate or club

When are Club certificates sent?
Answer: Club certificates are automatically sent, without associate
intervention, by mail to approximately 1 week prior to the club starting
month

What questions do you have about Procedures?

E-Forms Quad – 5 Minutes

NOTE: Demonstrate
actions on the
InFocus screen. Specific procedures may direct you to fill out an E-Form. These forms
are used by other departments to perform specific actions for our
customers. It is critical that you choose the correct e-form for the
situation and that it is filled out completely. Include all details the
customer gives you, so that the next department can handle the issue
without calling the customer for additional information. A commonly
used e-form is the Customer Feedback E-Form, which is used to record
customer’s comments, concerns or suggestions about our products,
service and delivery.

When you are in an order and need to send an e-Form, there is a quick
link to the menu from the order. When accessed from the order, the
forms are automatically filled out with all pertinent information and all
you need to add are the details of the conversation. In Training, e-Forms
accessed from this quad are live and will get sent, so we do not submit
them while in training.

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Your folder has a chart of the e-Forms and when they should be filled
out.

Click on the OE tab to return to the intranet.

Wolferman’s Quad – 5 Minutes

NOTE: Wolferman’s is our legendary breakfast foods company. We will be
Demonstrate
covering the Wolferman’s quad a little later in the class. Note that it has
actions on the
InFocus screen. many of the same named links that are in the Harry & David quad. The
Masterlist link here will take you to the Wolferman’s Masterlist.

One link that we saw on Harry & David that is not on Wolferman’s is the
stores link. We do not have separate stores for Wolferman’s, but many of
our Wolferman’s products can be purchased at the Harry & David stores,
plus many select locations such as Macy’s and TJ Maxx.

We will discuss and visit the Wolferman’s links as we go through our

training. But, let’s all click through the links to view them and see what
they look like. I’ll give you about 5 minutes to explore the Wolferman’s
links.

Tools Quad – 15 Minutes

NOTE: The last column has our Tools quad, where you will find just that: tools to
Demonstrate
help you help customers. Let’s discuss some of the common links you
actions on the
InFocus screen. will use. You may need to look up an address, find Delivery Information
or answer questions about Holiday Arrival and Cutoff dates.

Click the link for Delivery Information. Here we find links to access
Delivery & Processing charges for our three companies. There are also
direct links to Order Entry Procedures regarding APO/FPO addresses,

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shipping to Canada, Foreign Countries, PO Boxes, US Territories and Wine

Gifts.

Let’s learn about Harry and David delivery and processing charges. Click
the first hyperlink in green.
NOTE: Call on trainees
to read bullet points to Notice the bullet points at the top? It’s important to always read the
keep class engaged.
bullet points at the top of any procedure or policy. Who would like to
read the bullet points?

What is the shipping charge for an item that is $49.99?

Answer: $14.50

What is the additional charge to ship items to a PO Box?

Answer: $5.99

Click your back arrow to return to the previous page.

Click the link for Holiday Arrival and Cutoffs. This is a chart with the list
of cutoff dates for ordering and it also shows the Holiday arrival window.
Scroll down to Christmas.

What is the cutoff for ordering for Christmas with standard delivery?

Answer: 12/18

What is the Christmas arrival window?

Answer: 12/12 to 12/24

Click your OE tab. Next, click the Sample Documents link in the Tools
quad. Here you will find examples of documents and correspondence for

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our companies. This includes shipping labels, announcements,

notifications and order confirmations.

Click on the link for Shipping Label-Complimentary Greeting on Label in

the Harry & David column. If the customer asked where the greeting is
located on the shipping label, how would you explain it to them?

• Answer: At the top of the label, there’s an arrow that says, “A Message
For You”. It’s located just above the bar code.

What questions do you have about the Tools quad?

Stock Yards Quad – 5 Minutes
Stock Yards
Click the OE tab. The final quad on the OE tab is for Stock Yards, our
NOTE: quality steak and meat company. Here, you will find many of the same
Demonstrate
actions on the links that we saw for Harry & David and Wolferman’s. The Stock Yards
InFocus screen. Masterlist, Info Central, Catalogs and Email Calendars all function the
same way. Although we will cover this quad in more detail later, let’s
take a few minutes and everyone can click the links just to familiarize
yourself with them a little. Let’s each spend about 5 minutes exploring
the Stock Yards links

What questions do you have about any of the links on the OE tab?

Our Mission and Guarantee – 10 Minutes

Harry and David has a strong vision for excellence. We are the authority
Slide: Our Mission for all gifting and entertaining occasions. Since 1934, our focus has been
delivering expertly crafted products backed by an extraordinary
experience and unparalleled service. Our ongoing success is due to our
passionate team, our commitment to building a lifelong relationship with
our customers, and an unconditional guarantee.

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We accomplish this by incorporating four guiding principles into

everything we do.

Slide: Our Guiding

Principles Our Guiding Principles are:

1. We are easy to do business with.

2. Our customers know who we are.
3. You are a Trusted Advisor.
4. We take care of customer issues efficiently and effectively.

Slide: Harry & David

Guarantee
Our mission, Guiding Principles and Guarantee go hand in hand.

Our guarantee is in our catalogs, mailings, and on the website. We have it

on the screen for you to see.

You and those who receive your gift must be delighted, or we’ll make it
right with either an appropriate replacement or refund.

That is not something many other companies do! Because we have the
strongest guarantee in the business, our customers come back year after
year, generation after generation and we win new customers every day!

Slide: Wolferman’s
Guarantee In addition to your role as a Harry & David representative, you are also
part of Wolferman’s. We are known for our Signature English Muffins and
other legendary breakfast foods. Here is the Wolferman’s guarantee:

We guarantee you and your gift recipients will love every Wolferman's
bite. If for any reason you are not satisfied, simply call us and we'll
make it right with an appropriate replacement or refund.

The wording is a little different, but the meaning is the same.

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Slide: Stock Yards

Guarantee We also have an amazing steak, meat and beef company called Stock
Yards. Here is the Stock Yards guarantee:

You and those who receive your gift must be delighted, or we’ll make it
right with either an appropriate replacement or refund. Always!

Does that sound familiar? It’s the same strong guarantee that Harry &
David offers!

What questions do you have on our guarantees or policies?

Break 1 – 15 Minutes
Slide: Break
Time for our first break. You are required to take your breaks and lunch
and they are to be taken as close to your scheduled times as possible.

It is your responsibility to be back in your seat before the break ends. Any
time you leave your station, you must lock your computer. Simply press the
Microsoft Windows key and the letter L. What unavailable code do you put
your phone in for break?

• Answer: Unavailable – 1st break

We will resume in 15 minutes.

Slide: What Would

You Say? Welcome back! Let’s get back into Training on the MAX phone.

Which unavailable code should we be in?

• Answer: Unavailable – Training

Product Knowledge – 60 Minutes

Slide: Product
Orientation We are a staple in the gourmet gifting industry. We offer only the highest
quality products. While our delicious Royal Riviera Pears are our most

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famous item, we offer a huge variety of items ideal for any gifting
occasion. Let’s all look at these categories on our Harry and David
Website together. When we covered the Harry & David quad, we
discussed an easy way to get to our website. Who remembers a quick way
to get to the website that we mentioned earlier?

Answer: OE tab →Harry and David quad → Website-H&D

Awesome! Let’s all go to the Harry & David website to look at some of our
beautiful gifts.

Product Categories

NOTE: Hover over the main product categories in the navigation bar.
Demonstrate
actions on the
Holidays and Occasions: This link features items for the current holiday
InFocus screen.
campaign as well as sympathy and birthday gifts.

Gift Baskets and Towers: We offer amazing towers and baskets in all
different sizes with a beautiful variety of our premium products. Our
towers and baskets have elegant hand tied bows and are carefully
assembled and packed in customized shipping materials.

Pears and Fruit: We offer a wide variety of seasonal fruits year-round.

Pears and Fruit
This includes a selection of organic fruits, as well.

We always have our pears available. During the winter months, we offer
Royal Riviera Pears from our orchards that surround our headquarters in
the Rogue Valley in Oregon. During the summer months, the pears are
the same Comice variety, but they are not part of the Oregon harvest, so
they are called Royal Verano Pears.

We don’t stop with fresh fruit. We also have a large variety of

chocolatecovered and dried fruit as well.

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Chocolates and
Sweets

Chocolates and Sweets: Our candy kitchen located in Medford, Oregon

provides us with delicious premium chocolates, including truffles and
caramels, and various confections. Moose Munch, the ultimate gourmet
caramel corn, is in this category. We offer classic flavors, such as caramel
and chocolate, as well as limited edition flavors that change with the
season.

Bakery

Bakery: Harry & David offers a complete array of decadent gourmet

bakery gifts, desserts, and baked goods. We are a premium online bakery,
one that delivers the very best in bakery gifts. We have pies, cheesecakes,
cookies and baklava. We are also the exclusive online retailer for The
Cheesecake Factory, which can be viewed here as well.

Gourmet Food &

Wine
Gourmet Food and Wine: We carry gourmet meals for the holidays,
including appetizers, sides and entrees. Our hams, turkeys, pot pies and
other gourmet foods, such as Stock Yards Steaks, are available throughout
the year. We also have a wide variety of condiments, like relishes, sauces
and oils.

Wine: Harry and David private label wines may be added to some items
or purchased on their own as a duo or trio. Harry and David wines are
from Oregon. A lot of helpful information regarding wine can be found on
Info Central.

Pantry Pantry: Our pantry items include items such as soup mixes, relishes,
coffee and sauces. Think of items that could last a bit on a shelf and they’d
probably be part of the pantry category.

Flowers and Plants

Flowers and Plants: We offer a nice variety of flower bouquets which
include express overnight shipping. Some of our gifts in the Plants and

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Garden link ship with two-day shipping, while others ship standard. The
Trees, Wreaths and Centerpieces category changes with the season.

Wolferman’s Across the top of the website is a tab for each of our sister companies; 1-
800 Flowers, Harry & David, Sherri’s Berries, 1-800 Baskets.com, Simply
Chocolate, Fruit bouquets.com, Cheryl’s Cookies, Personalization
Universe, The Popcorn Factory, Wolferman’s, Stock Yards and Goodsey.
Click the Wolferman’s tab at the top of the website.

Wolferman’s also has various products that have been around for
generations. We are well known for pastries, baked goods, breads and,
most notably, our delicious Super Thick English Muffins!

Wolferman’s was founded in 1888. In 1910, we started making Super

Thick English muffins, which are nearly twice the size of an ordinary
English muffin.

The bestselling flavors are the Original 1910 recipe, Sourdough, Cinnamon
& Raisin, Blueberry and Cranberry Citrus.

Browse through your Wolferman’s catalog and check out the other
scrumptious baked goods. We offer a variety of scones, bagels, coffee
cakes and of course, the Nutty Sticky buns and cinnamon rolls.

We offer many kosher items and gluten free gifts as well.

Take a few minutes to become familiar with the Wolferman’s website.

Stock Yards Click the Stock Yards tab.

Stock Yards offers beef, pork, veal as well as lobster and seafood. The
company started in 1893 and became part of our family recently. We

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continue their tradition of delivering top quality meat and sides to all the
United States, including Alaska and Hawaii.

Take a few moments to become familiar with the Stock Yards website.

Masterlist – 45 Minutes
Masterlist

Return to the OE tab by clicking on the home icon. Then click on the
Masterlist in the Harry & David quad.
NOTE:
Demonstrate
The Masterlist is a database of our products. Each brand, Harry & David,
actions on the
Wolferman’s and Stock Yards, has their own Masterlist. This should be your
InFocus screen. first resource when looking for any product information.

Masterlist Tips

A few things to consider when using the search feature for the Masterlist:

• Less is more. Use partial words or a single word to search. For example,
if you want to view the gifts that have strawberries, by typing in part of
the word, like “strawber”, you’ll view all gifts that have the word
strawberries AND strawberry in their name.

• When searching by item number, leave off the prefix.

NOTE:
Give The Masterlist contains some search tips that are available for you to
associates a few
minutes to read access. At the bottom of the search window, click on Masterlist Search
through the Masterlist
Search Tips info Tips.

There is a lot of helpful information on how to use the Masterlist here. Take
a few minutes to review the information. We encourage you to review the
tips whenever you need to. Click your back arrow once to return to the
Masterlist.

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Masterlist Shopping Today, we are going to search using some of the different methods
available. The customer we are helping doesn’t know exactly what they
want, but they know we have a great selection of delicious pears and
cheese. Type pears [space] cheese in the search box and press Enter or
click the Search button.

When using this search method, information will include all items with
Pears and Cheese in the name. What is the item number for the Deluxe
Pears, Apples and Cheese Gift?

• Answer: 13488

What is the current price?

• Answer: $54.99

What is the availability?

• Answer: 6/21/2019 – 1/30/2021

The Masterlist is NOT tied to inventory. “Availability” means IF there is

inventory, the item will ship during that period.

Some of our fruit gifts are available as “month-only” items. This means that
we pick and pack the fruit as it ripens throughout the month. Month-only
items do not, cannot and will not, have a specific arrive-by date in the
system. However, occasionally, we do offer month-only fruit to arrive
during a specific week. This is not to be mentioned to the customer unless it
pops on the arrival window. We will cover “month-only” and “week of”
items in greater detail as we continue.

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Let’s find another item. In the search box, type 346 and press enter. What
Masterlist Number
Search is this item?

• Answer: Spiral-Sliced Ham

Product information for each item exists in the Masterlist on two separate
pages. The first page contains basic information, such as the shipping
method and components. The second page includes more detail about the
product.

Click on the image of the ham to open page 2.

You can view cooking instructions, a link to view the care instructions, and
other detailed information about the item not stated in the catalog.

Product Information can include:

• Serving size
• How an item is shipped
• Storage instructions
• Measurements and other information

What is the ship method for the Spiral-Sliced Ham?

Answer: 2-day Express

What are the storage instructions?

Answer: Refrigerate upon arrival (up to one week). Leave refrigerated until
ready to serve, or refreeze if not planning to enjoy within the next week.
May be frozen for up to 4 months without any loss of taste or texture.

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If your customer had questions on heating the ham, how could you see that
information?

Answer: Click the blue link under Heating

Any blue words can be clicked on for further information.

Now let’s learn some advanced ways to find information in the Masterlist.

Shipping Method
Click the Return to List link at the top of the page under the ham’s picture.
Search
Then, click on the Advanced search link and then the Clear Form button.

Type Tower in the text box, then click the check box next to shipping. This
opens two additional lines. Click the drop down next to Any Ship Method
and highlight Any Express Included.

Now, click on the Search Masterlist button. When you do that, the system
will display a list of all items that include a faster delivery method in the
price. These gifts ship overnight, two-day or three-day automatically.

Component Search
Scroll up to the top of the page to the search area and click clear form.
Type pears [space] cheese and click in the check box next to Component.

After you press Enter or Search Masterlist, the system will display a list of
all items that contain both pears and cheese as a component. A basic
search only looks for items with the words “pears” and “cheese” in the
actual item name.

Let’s do another advanced search for a gift going to an APO/FPO address.

Click clear form and type Cake in the Search box.

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Click the shipping box and the additional lines open. Click the No Specific
Destination drop down and highlight APO/FPO.

Click the Search Masterlist button. These gifts can be sent to an APO
address.

Masterlist Search Click clear form. Search item 23920.

Continued
What is the name of this item?

• Answer: Pick 4 Relishes Chutneys (CYO) - CYO stands for Create Your Own.

If the customer is asking about nutritional information on a Create Your

Own gift, we cannot find that information by clicking on the blue Ingredient
Info link. Instead, we go to the second page to get this information.

Click the image of the jars of relish. Scroll down to the product information
section and see where it separates Relishes and Chutneys in blue.

Select either one. This brings you to a chart of many Nutritional and
Ingredient labels. Find the flavor that the customer is asking about and click
on it to display the package label. You can share any of this information
with the customer.

Allergen Information
If the customer is asking about allergens, read the ingredient list on the
package label to them. It is up to the customer to determine if the product
is appropriate for their needs. Never give advice on the safety of
consuming a specific product.

Many of our items are processed using the same machinery. For this
reason, they carry a peanut and trace allergen warning. Our allergen

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statement and information is on Info Central in the General Info quad. The
link is listed as Allergens: General, Peanut and Gluten,, but it can apply to
any allergy.

Click your back arrow two (2) times, clear the form.

You can also look for kosher items by clicking the kosher box on the
Kosher Foods Advanced Search screen. Kosher foods are those that conform to Jewish
dietary laws, and that can be very important to customers. When you check
the kosher box in advanced search, you will find kosher items.

You can also find products within a specific dollar amount. Click Basic
Masterlist Basic:
Filters Search in the upper right and type $40 tower. Press Enter.

Towers in the $30.00 to $50.00 range will display. This is the fastest way to
find an item within the customer’s budget.

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One way you will commonly use the Masterlist, is to compare two or more

Comparing Items items for a customer. Imagine you have offered the upsell item, the
customer will probably ask, “How is that different from what I wanted?”
This is the easiest way to pull up the items side by side to compare.

Clear the previous search information.

Type 4559+5000 (no spaces between numbers and the plus sign).

Press enter or click on search.

NOTE: Review some

You can do a comparison of multiple items using this method. Just be sure
of the possibilities –
to put a plus sign between item numbers without spaces. What are some of
more savory items in
the Signature Gift
Basket, more sweets
in the Favorites Gift

Basket. Both include the differences and similarities between the gifts that
certain items like
you can see here?
pears.

Answer: 4559 contains more snack items while 5000 is larger and offers
chocolates. Both contain pears, cheese and crackers.

Conclusion The Masterlist, although it’s not tied to inventory, is a great tool to use
when answering questions about products or helping the customer shop
for the right gift.

Use filters and the search tips to retrieve the best results. Click on the
picture to access more details about the gift.

What questions do you have about using the Masterlist?

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Day 1 Lunch – 30 Minutes

Lunch It is time for lunch. I will put a timer up on the screen so you know how
much time we have left.

We need to clock out of our OTC and change our status code to
Unavailable – Lunch. Navigate to the Intranet. Click on the Home tab.

In the Stats & Scheduling quad, click on My Time Card. Type your
Employee number and press Enter. Then click on Lunch or Shift End.

NOTE: Give the time Lock your computer by pressing the Windows key + L on your keyboard.
to return.
We will start class in 30 minutes, at ____________.

Back from lunch

Slide: What would you Welcome back! Let’s get back into Training on the MAX phone.
say?
Which unavailable code should we be in?

• Answer: Unavailable – Training

Did everyone log back on to their OTC? In the Stats box, click on Online
Time Card. Type your Employee number from your name tent or badge
and press Enter. Click on Training/Meetings and then click on back to
Intranet.

Info Central – 60 Minutes

NOTE:
Demonstrate
Click on your OE tab. The next link we will review in the Harry and David
actions on the
InFocus screen. quad is Info Central.

NOTE: Review the There is a lot of product and company information here that may not be
variety of listed anywhere else. It is recommended that you review these links
information here, whenever you have time or in between calls.
making sure to point
out and describe

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when they would be Some of the most useful links in Info Central are:
used.
• Harvest Report

• Allergens, which as we stated earlier, contains verbiage appropriate for

all allergies

• Expiration Dates and ways to decode them

NOTE: If time
• Personalized Cards
allows, give agents
a few moments to
• HoneyBell information
check out Info
Central
• Wine and Add-ons. Let’s take a closer look at this quad. Click the Wine
Details and Tasting Notes link. The types of wines and whether they are
dry or sweet are listed on the left. We are going to click on each wine
type to view and practice the correct pronunciation to ensure that we
sound professional and knowledgeable to our customers.

All three companies have an Info Central to assist you when you need to
find information.

What questions do you have about wine or about Info Central?

Since Info Central is so useful and we want you to get used to using this
resource, many of the exercises in this class and other training classes, such
as Customer Service, will require you to go to Info Central to find the correct
answer.

Wolferman’s – 20 Minutes
Like Harry and David, Wolferman’s has the same resources for product
information. Let’s look at our Wolferman’s quad on our OE tab.
Masterlist Search:
Wolferman’s

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The Wolferman’s quad is very similar to Harry & David. The Masterlist also

NOTE: works in the same way. Click on the Wolferman’s Masterlist.

Demonstrate
actions on the The Wolferman’s Masterlist has the same search options we previously
InFocus screen.
outlined and you can easily switch between Harry & David and
Wolferman’s using the link at the top of the window.

Wolferman’s has a different background color. This makes it easier to

identify which Masterlist you are in.

Type Muffin Sampler in the search box and click search. Locate the
Traditional English Muffin Sampler. If your customer had a question about
the ingredients for the muffins in this gift, who remembers how to view the
2nd page?

Answer: Click on the image of the product to go to the second page. Then
“ingredient info” and select the appropriate flavor.

Click on the OE tab.

Digital Catalog - WF
The Digital Catalog link for Wolferman’s contains the same information we
saw earlier with Harry & David. While Wolferman’s English muffins are our
most recognized specialty food item, we also bake the very finest scones,
tea breads and crumpets, and offer delicious toppings, elegant desserts,
premium teas and specialty blended coffee.

The Wolferman’s catalog is set up with the new or seasonal offerings on the
first few inside pages and the last few pages. The center pages remain the
same throughout the year.

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Let’s checkout Wolferman’s Info Central. Click the OE tab and in the

Info Central - WF Wolferman’s quad, click Info Central-Wolf.

Just like the Harry & David Info Central, here you can find additional
information about Wolferman’s products.

Click on Muffin Flavors. Our current flavors, as well as discontinued flavors,

can be viewed here. There’s a nice description of each flavor.

Next, let’s look at Product Information. This is where you can learn a lot
about Wolferman’s products.

While we are here, who can tell me what a Kringle is?

Answer: Made with multiple layers of flaky, delicate pastry dough, then
stuffed with a fruit and/or nut filling. Each is then drizzled with rich, vanilla
cream icing.

If we go back to the main screen and look at Storage Instructions, how long
can a Kringle be frozen?

Answer: 9 months

When reading communications, such as the Daily Update, or any order

notes, the name Wolferman’s may be abbreviated as Wolf or WF.

Stock Yards – 20 Minutes

Stock Yards Let’s review our Stock Yards quad on our OE tab. If you see the

NOTE: abbreviation SY, it means Stock Yards. Like Harry and David and
Demonstrate Wolferman’s, the Stock Yards quad is home to many of the same links.
actions on the
InFocus screen.

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The Masterlist also works in the same way that we saw with the other
brands. Click on the Stock Yards Masterlist.

The Stock Yards Masterlist has the same search options we previously
outlined and you can easily switch between brands using the link at the top
of the window.

Stock yards has a different background color than we saw on Harry & David
and Wolferman’s.

Type Mignon in the search box and click search. Locate the Complete Trim
Filet Mignon – Four 5-Ounce USDA Choice. If your customer had questions
about this gift, how would you view the additional information for the
steaks?

Answer: Click on the image of the product to go to the second page.

The second page has storage instructions and even cooking instructions, if
needed.

Info Central - SY Next, let’s view Stock Yards Info Central. In the Stock Yards quad, click Info
Central-SY.

Just like Info Central for the other brands, you can find additional
information about Stock Yards products.

Click on Filet Mignon. You can see where this cut of beef comes from and
some other interesting information.

Click your back arror to return to the home screen of Info Central. Storage
and Preparation instructions and Frequently Asked Questions are just a few

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of the links you will use to find information. Let’s click the link for Grades of
Beef. What are the top two grades of beef?

• Answer: Prime and Choice Click the

OE tab.

What questions do you have about Stock Yards?

Exercise: Product Knowledge – 20 Minutes
It’s time for another exercise. Each exercise is designed to help you review
Slide: Exercise
the material that we have covered.
Product Knowledge

NOTE: A few important notes about the exercises:

Call time
at the 20-minute
mark. If • Do not start an exercise until you are instructed to do so.
everyone is finished
before 20 minutes, • Read questions carefully and select the best answer from those given.
continue with Use all your resources, and don’t hesitate to ask me if you have a
material.
question. DO NOT GUESS!
At the completion of
20 minutes, take a
screen shot in • A score of 80% is required to pass the exercises.
Scheduling Suite under
Class Progress to show • If you accidentally close the exercise window, you can re-open it and
trainee(s) progress
toward completion. pick up where you left off.
Make a note of what
time the screen shot
was taken. • This exercise has 10 questions and you will have 20 minutes to complete
it.

Click the TRAIN tab and then click the OENH tab. In the Exercises Quad, find
OENH Exercise Product Knowledge. Click on it to launch when instructed.

Everyone ready? Let’s get started.

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At the end of the What questions do you have on the exercise?

exercise:

Break 2 – 15 Minutes
Slide: 2nd Break
We will take our 2nd break now. It is your responsibility to be back online
before the break ends.

Take this opportunity to leave the classroom and visit the break room and
the restroom.

It is against policy for you to remain in the classroom for your break while in
training or at your station while in production.

Before you leave your station, remember to lock your computer by pressing
the Microsoft Windows key and the letter L.

What Unavailability status do you put your Max phone in for break?

Answer: Unavailable – 2st Break We

will resume in 15 minutes.

Slide: What Would

You Say? Welcome back! Did everyone select Unavailable - Training?

What questions do you have before we continue?

Customer Care Suite – 45 Minutes

Slide: Customer Care
Suite
We are going to open our Order Entry system now.

To access the Order Entry system, double-click on the Key Icon on your
desktop labeled CCS, which stands for Customer Care Suite. If you do not
have the Key icon, let me know right away.

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A window opens and lists two options: Production and Training. Click on
Training.

The Launchpad, which we call an L-Bar, opens on the left side of the screen.
The L-Bar needs to be on the left monitor. A RED L-bar shows that you are in
the Training region. In Production, you will have a blue L-bar.

Does everyone have a red L-bar?

Now that we are logged into CCS, we will cover the tools you will use daily.

L-Bar Tour We are reviewing only the icons you will be utilizing in Order Entry. At the

Note: Demonstrate top left is Order Entry icon. Click the Order Entry icon to see the fly-out
the actions using the options. What actions can we do here?
InFocus machine.
Answer: Start a new order, send a catalog, stop a catalog, look up inventory,
look up a coupon and view parked orders

Parked Orders
Let’s talk about what it means to park an order. Toggle to your Intranet
window and click on your OE tab. Let’s practice going to procedures to look
up information. Click on Order Entry Procedures. There’s a search bar at the
top that we can type directly in or we can choose from the index on the left.
Think of this search bar as a Search Engine such as Google. Let’s search for
information on Parked Orders by selecting “p” from the list on the left and
locating “park”.

Let’s read the bullet points together. Who wants to read the first one?

Who can tell me one of the reasons to park an order?

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The system will not allow you to park an order with a declined bank card.
If customer wants to call back with an alternate card, you will have to get
a supervisor override and the order will not be parked but placed on hold.

NOTE: We park orders instead of canceling. If a customer calls back and has
a parked order, retrieve the order and complete it. Do not start a new
order and transfer the information into it.

Customer Service
Icons
Navigate back to the L-Bar, below the OE icon we have our Customer Service
Note: Procedure
1023: Deceased icon, which is used primarily by agents trained in Customer Service.
Customer/Recipient However, there are specific situations that require you to access the
Customer Service options. You will be directed by either Procedures or Assist
to use the Customer Service icon. For example, let’s pull up the procedure to
code an account as deceased. Click on the OE tab and go to Order Entry
Procedures. You can click on “D’ from the list on the left or type “Deceased”
into the search bar. Was everyone able to find the procedure? Good. As you
can see, this procedure directs you to use Customer Maintenance on the
Customer Service icon to code the account properly.

Other Icons
Returning to the L-Bar, the Tools icon will be used only when directed by
System Solutions. The icon labeled Other will not be needed for Order Entry.

Next, we have our Logout Icon, this is self-explanatory. This is how you will
log off CCS at the end of the day. Do not log off yet.

As we work our way down to the lower left corner of our L Bar, you will see
the Blue E. This is a shortcut to our Intranet.

The clock icon is a quick link to your OTC (Online time card).

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L-Bar Tools

To the right of the Notebook is our Phone Icon. This is a shortcut to our daily
Telephone Specials window. It’s helpful to look at this at the beginning of
your shift and familiarize yourself with the items and work on how you can
sell them. This is not where you add a telephone special to your order.

Below that, we have Calendar and Calculator icons.

Then, we have a Magnifying Glass icon. This is a link to our Gift Card Balance
Inquiry system where we can look up the amount on our multi-brand gift
cards.

Next is our Speech Bubble icon. This is a shortcut to our Customer Feedback
e-form. This is taken very seriously and reviewed weekly by our senior
management team. Any comments made here must be professional,
respectful and meaningful.

Procedures Search
Pad Remember earlier, we said that we’d show you a shortcut to check
procedures while in an order? On the bottom bar, there is a Procedure
Search space. During an order, if you have a question about a Procedure, you
can type it in the space here, select Order Entry Procedures from the drop
down and click enter.

Move to the far right of your lower L Bar. This is your scratch pad for making
notes only! You may not use this area for saving credit card information.
Writing the bank card number on paper or in the scratchpad is strictly
prohibited. Double click in the blank field your scratch pad to expand it for
more writing room. Double click or F2 to reduce the size again.

The scratchpad is a good place to jot down any information that the
customer may give you out of sequence, like item numbers or addresses.

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What questions do you have about the L-Bar?

Basic Order Entry – 50 Minutes

Slide: Anatomy of a Just like a story has a beginning, middle, and end, so does a call at Harry &
call David!

Click on the OE tab, then in the Procedures quad, select Order Entry
Procedures. Click on the Opening Verbiage. There is also a copy of this
information in your Training Folder.

Slide: The Beginning The beginning encompasses a welcoming introduction known as a greeting.
All calls should be answered with:

“Thank you for calling Harry & David. My name is <first name>. May I help you
with an order?”

The beginning of the call also includes retrieving or entering the customer’s
information into the system. If the caller has ordered or received from us
before, they are in our database and we can locate them easily. If they are
new to our brand, we would enter all their information into our Order
Management System.

The screen on your Max phone will show what number the caller is dialing
from. You can enter the phone number into the order while saying your
opening verbiage, “Thank you for calling _____. My name is ____. May I help
you with an order?” The customer will say what they want, then just verify
that the number you have is correct. “Is your phone number______?”

If the phone number is not in our system, then we search for them using
other methods before entering as new. We will cover all the searching and
retrieval methods later in this class.

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Slide: The Middle The middle of a call is all about the recipient; their name and address, their
gift and their arrival date. We try to retrieve them in our system, just like we
did with the customer. If they are not in our database, we enter them as new.
We move on to entering the items for the recipients, then making an upsell
offer, then we verify arrival dates and greetings.

Slide: The Ending The end of the call includes a Telephone Special offer, Passport offer if

NOTE: Locate call on applicable, giving order total information, entering and verifying payment
Train tab → CC Sup → information. Finally, thanking the customer for calling and branding the
OE QA Call. Discuss
the guiding questions company. “Thank you for shopping with Harry and David, we hope to hear
and how they relate to
from you again soon!”
the call. Also, discuss
call control and flow.
(*Editing Note: Will be We are going to listen to a call together.
posted during season)
What questions do you have about the call?

Day 1: Wrap Up – 10 Minutes

Before class ends, we would like you to complete a Course Evaluation for
Slide: Course
Evaluation today’s training. We value your feedback. This is reviewed and taken
seriously. All comments should be professional and constructive.
NOTE: Put the
course number up
Go to the TRAIN tab on the Intranet, and then click on OERT.
on the screen, large
enough for
everyone to read. In the Tools Quad box, click on Course Evaluation.

Enter the class number, then proceed to the evaluation and complete it.

Close CCS Navigate to CCS and look on the L-bar for the logout button. It looks like a
door opening. Click it and let the program shut down.

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Max Log Off

The next thing we are going to do is sign off the Max Agent phone. Access the
Max pop-up and use the dropdown arrow to view the options. Scroll to the
bottom of the screen and click on Log Out.

Next, locate the InContact website from your windows. The menu bar is along
the left side of the window and the logout icon is the bottom one. Click on the
icon to log out.

Online Time Card

Maintenance
The next thing we are going to do is sign off our Online Time Cards, and verify
that the hours worked today are correct. Follow the steps for signing off the
OTC and verifying your hours.

Click on Home. In Stats & Scheduling quad, click on My Timecard. Type your
Employee ID # _______ with no E, just the numbers.

Press Enter and click on Lunch or Shift End.

Next, click on View & Edit Time Sheets. Your time sheet for this week is
displayed.

Verify today’s hours are correct. Since we clocked into our OTC after class had
started, we need to correct our hours. Click on Edit Time Sheet at the bottom
of the window.

We are going to correct our hours for the start of class. Click on the Edit Hours
link next to the first entry on this table.

Change the hours shown to _____.

Any time you edit your hours or work over your scheduled shift, you need to
add a comment to your timecard. Click on Add Comment next to the time

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charge you changed. Comments need to be VERY brief. Example: “In training”,
or “On long call”.

If you have the Intranet open, close it using the X in the upper right corner of
the screen.

PC Logoff You log out of the PC at the end of every shift. To do this, click on the
Windows icon, then select Restart. Remove the used muffies from the
headset to put in the dirty muffie bin on your way out. Throw away any trash
and clean up your station for the next class.

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Day 2: Welcome – 10 Minutes

Slide: Welcome Back Welcome back! Before we begin, what questions do you have about any of
the material that we covered yesterday?

Everyone should be logged on their phones and in Unavailable—Training.

Your Online Time Card should be in Training and Meetings. Does anyone
need help with the phone or the PC logins?

We are going to cover a lot of information today! We will start with some
hands-on practice in the system with basic Order Entry actions. Then, later
Slide: Today’s in the day, we’ll step it up and introduce Intermediate Order Entry.
Agenda

Basic Order Entry: Demonstration – 110 Minutes

Slide: Facilitated Order Now that we got to see what the Order Entry system looks like, it’s time

Note: For this module,

for some hands-on practice! We are going to walk-through placing orders
demonstrate actions with common scenarios, step by step. The first order is a demonstration to
on your PC while
show you how CCS works. It is extremely important that we stay together
projecting the image
with the InFocus at each step! If you fall behind or have a question, immediately let me
machine.
know. If we are unable to get you back on track quickly, we will ask you to
follow along with your neighbor.

CCS is designed to work best with your keyboard. If you use the mouse,
you will miss critical steps in the ordering process. Tab takes you where
you need to go; the mouse goes where you think you want to go. To
navigate throughout the Order Entry screens, press TAB to go to the
desired field. In CCS, TAB IS YOUR FRIEND. When in doubt, TAB, TAB, TAB!

Guiding Questions
Open Order Entry Procedures on the OE tab. In the top middle section,
there’s a link to Opening Verbiage. The Guiding Questions are also on this

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screen. We will be following along with the order of these questions. You
will be using this guide throughout the class and in production. You also
have a printed copy of the guiding questions in your training folder.

Click on the Order Entry icon on your L bar and select New Order. The
origin will default to Phone, press F3 to save that setting. If you change the
setting to one of the other options, you will not see the same screens that
we are using. The company field will highlight. If it is a Harry and David
call, simply press tab. If it is a Wolferman’s or Stock Yards order, select
them from the dropdown menu and press tab. Now the system is ready to
retrieve your customer. Notice across the top, you have four tabs:
Customer, Recipient, Payment and Order at A Glance.

Opening Verbiage Can someone tell me how we would answer the phone?

Answer: “Thank you for calling Harry and David. My name is <Name>. May
I help you with an order today?” What

NOTE: Verify that all should you say next?

trainees are
following along and Answer: “Is your phone number ______?” (Read from the Max screen)
have a blank OE
screen.
Customer Information

We always try to retrieve them by their phone number or last name, zip
code. You must try to retrieve a customer by at least two means before
entering them as new. In this example, the number shown in Max is
207638-0156. Our system requires a dash in the phone number. This lets
the system know that it’s a phone number, not a customer number.

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Once you retrieve the customer in the system, ask them to verify their
name and street address. It’s easy to verify, just ask it as one question:
"May I have your first and last name and street address please?”

If you retrieve the customer using anything other than a phone number, if
there is a phone number listed on this screen, you are not required to
verify it if the address was correct. If there is not one on file, you are
required to ask for one to add to the account.

When there is an email address on file, you are required to verify it. If
there is not an email address on file, you are required to ask for one.

Press F3 to save the customer record.

Retrieving A Recipient
According to the Guiding Questions, what is the next question to ask?

Answer: “Are you ordering for yourself or someone else today?”

If the customer indicates that they are sending a gift to someone else, the
next question would be, “May I have the phone number for the first
recipient, please?”

We must verify where the gift is going before we start selecting items,
because that can impact which items are available for that destination and
when they will arrive by.

You are required to attempt to retrieve a recipient before you enter

them as new. This keeps duplicate accounts from being created. For a
recipient, the preferred and quickest method for retrieval is by telephone
number. If that is not successful, then try retrieving by last name and ZIP
code. If the customer indicates that they’ve ordered for the recipient
previously, you can also use the address book on their account to retrieve

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them. The Address Book is for internal use only – do not discuss this book
with the customer or start a conversation about it, as it will lead you to
spend more time than is necessary. It is just a quick reference for our use
that lists everyone this customer number has ordered for before.

When entering a telephone number, you must include one dash, this lets
the system know that you are entering a phone number and not a
customer number. Enter phone number 410 304-6645 and press tab.

The phone number retrieved someone in our database. However, even

though a name and address were retrieved, we still verify that this is the
intended recipient for this customer.

“Is this for Betty Pearson? And is she still on Newport Bay Drive? Thank
you."

Press F3 to save the recipient record.

Entering the Item

There are three parts to an item number: A Letter prefix, a Number, and a
Letter suffix. Sometimes, the suffix will contain two letters.

The Prefix and Suffix are Marketing tools. The Prefix will also signal which
catalog the customer is ordering from or where they saw the gift.

The Number is what the item is. Each of our gifts has a unique number
assigned to identify them. If the customer says they want to order W-1X
for example, the W tells us that they got the item number from the
website. The 1 is our 5# box of Royal Riviera Pears. The X is our most
common suffix, which indicates that it is not part of a club or special offer.

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You should always enter the item with the prefix and suffix exactly as the
customer gives it to you.

The Upsell Window

The customer would like to order P-316X. Type P-316X in the item field
and press Tab.

The pop-up window that you see is called an upsell offer window. It is a
requirement to offer customers an upsell on every order. This is an
extension of our great customer service here at Harry & David. We will
discuss this in depth later.

You can use the verbiage on the screen or put it in your own words.
Remember to use professional language always. For example, you can say
NOTE: Give an
example of a “The only thing better than one box of our fabulous Royal Riviera Pears is
descriptive and TWO BOXES! We can add a second box of pears for ONLY an additional
enthusiastic offer!
$20! Would you like this instead?”

Press Enter to accept the upsell item, or Esc to escape off that window and
leave the original item on the order.

Even though your sales offer was amazing, the customer says that she
can’t eat that many pears and declines the upsell. Escape to close the
window.

Entering the Date

Your cursor is now in the Requested Date field. CCS will implant the
earliest arrival date for the item to the recipient with standard delivery.

It’s important to know that when we talk about delivery, if the customer
opts for standard delivery, we are always talking about when the item can

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arrive by, rather than what day it will arrive on. Our standard delivery
window is 4-7 business days.

Anytime there is a bullet or a dot showing on a selected field, you can

access options by pressing F2. Press F2 to view the options for delivery
dates. The window shows the various arrival dates for sending this item
standard or express. Below the dates, holiday codes are listed.

What is the code for Christmas?

• Answer: CH

You can select Christmas from the window or simply type CH on your
keyboard, typing over the date in the Requested Date field.

Ms. Jones would like this item to arrive as soon as possible with standard
delivery. Escape to close the window.

Press Tab. This item is now set to arrive at the earliest date using standard
delivery.

Add-Ons

NOTE: Mention that

there is a procedure Many gifts include an option for the customer to add one or two bottles of
that covers add-ons: wine, a box of our delicious Truffles or Moose Munch. The total number of
Procedure 1003: add-ons that can be included with a gift is two. It can be one bottle of wine
AddOn Items. and one box of our Signature Chocolate Truffles, or any combination, as
long as the total is one or two. If a gift includes this option, the Add-on box
will pop after you have confirmed the arrive-by date with the customer.
Add-ons ship inside the same box as the main gift.

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We will talk more about wine and add-ons later in this class. Your customer
declines the offer to add a bottle of wine. Press Escape to exit this window.

Personalized Greeting
Cards Many gifts have the option to add a Personalized Greeting Card. Our cards
are full color, 3x5, and come in a wide variety of styles.

The card is not a sales offer; however, it is a requirement to offer it. When
a cardable item is selected, the verbiage for offering a personalized
greeting card will display. While most of our gifts are cardable, there are a
few items that do not offer this option.

“Would you like me to enclose one of our personalized greeting cards for
only $3.99, or would you prefer the complimentary greeting on the
shipping label?”

Our greeting cards provide more space for a message than the printed
label greeting. Greeting cards allow for 16 lines with 24 characters per line,
so it is a good alternative if the customer wants to include a long message.

Our greeting on the package label allows up to 4 lines with 30 characters

per line, including spaces and punctuation.

Your customer says, “No thank you, the greeting on the label is just fine.”
Click Label to escape off the pop-up window.

F6 Greeting Option
Press F6 to open the Greeting Options pop up. What options are available?

Answers: Greeting Code, Create Global Greeting, Copy Previous Greeting

and Clear Greeting.

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Arrow down through the four options and read the description in the
text box below to see the differences between them and what their
functions are.

Greeting Codes Select Greeting Code and press enter to see a list of system codes for
common greetings.

Using the greeting codes saves time and prevents spelling errors. Consider
the difference between typing “Happy Hanukkah” and entering the code of
“*HK”. 14 keystrokes versus 3, and it’s guaranteed to be spelled correctly
using the code. Note that Hanukkah can be spelled with an H or a C, so it’s
important to verify which spelling the customer prefers. The greeting field
is case sensitive, and has spell check. Remember we mentioned the
greeting on the package allows 4 lines of 30 characters, including spaces
NOTE: Explain the and punctuation.
codes. Make sure to
emphasize that an Greeting codes must start with an asterisk. The asterisk is what will prompt
asterisk (little star *) the system to explode the code into a full greeting.
is needed for the
codes to work.

Verifying the Greeting

Verify the entire greeting, including punctuation, with the customer. It’s
okay to ask for the spelling of word. Then verify with the customer that
the spelling is correct. Think of all the ways to spell Debbie, Debi, or Judy,
Judi, etc.

We also need to be very careful about using the correct word. Some
examples:

• You’re (you are) vs. Your (belonging to you, or related to you).

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• To, Two and Too: To my friend, vs. My two friends vs. you are my
friend, too.

• Sweet and Suite: You’re so sweet vs. what is your suite number?

Spell check cannot tell if the word is used correctly. If you are unsure, ask
the customer what their preference is. It is extremely important that the
greeting is correct. Misspellings and misuse of words can change the
meaning dramatically. Think of a greeting on a sympathy gift that stated,
“with out deepest sympathy” when it should have stated “with our
deepest sympathy.”

All greetings need to look professional. The greeting field is case sensitive,
so correct capitalization is needed. We will now enter a greeting for our
customer:

Type *TK and an exclamation point. Then press enter. Type From, Mike
and Sue.

Press F3. What happens?

Answer: The *TK now says Thank You

Importance of a
Correct Greeting At this point, you would read the greeting back to the customer, including
all punctuation, to make certain it is exactly how they want it to read. They
confirm that it is correct. If any changes are made, re-read the entire
greeting again to ensure that it is correct.

Remember, it is important to ask the customer how they would like the
greeting signature to read if they do not provide you with one. Does

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anyone know why is it important to make sure that the greeting includes
the sender’s name?

Answer: Without a name in the greeting closing, the recipient will not
know who sent the gift.

Following our Guiding Questions, what is the next thing you would ask this
customer?

Answer: “May I have the telephone number for the next recipient,
please?”

Mr. Murphy says that he isn’t ordering for anyone else today. He has let
you know that he is finished with his order and is ready to make payment.

Press Tab, enter to advance to the Payment Screen.

Telephone Specials The system is now showing us the Telephone Specials pop up window.

Before we take our customer’s payment, we always offer an enthusiastic,

NOTE: Give an descriptive Telephone Special, which we shorten to TSP. Choose your TSP
example of how to
based on hints the customer may have dropped during the call. For
make this offer.
example, if Mr. Murphy mentioned that he loves our cheese and crackers
as a late-night snack, we could scroll through the selections on the TSP
window to see which gift includes these items. Which gift would be a good
one to offer to Mr. Murphy?

Answer: Classic Signature Gift Basket

Although your offer was fabulous, Mr. Murphy declines the telephone
Special. Press Escape to close the window.

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Passport
The next thing that pops is the Celebrations Passport window. It will give
you the delivery charges and verbiage to entice the customer to sign up for
this annual service. If the customer wants to purchase the Passport, select
yes. This will then provide the Terms and Conditions that you must read
to the customer verbatim. You have a copy of the Terms &
Conditions in your trainee folders. After completing this step, press F3 to
place the Passport on the order. If there is not an email address listed on
the account, the system will prompt you to add one. You will then add the
item to the customer. The customer must have a valid email address on
file to purchase the Celebrations Passport.

After offering the Passport, Mr. Murphy declines. Press No.

Payment Screen
Let’s breakdown the payment screen. The customer information is in the
large white field. The Order Number is right below that. The fields under
the Order Number list the breakdown for all charges.

Entering the Payment

Click on the dropdown arrow at the Payment Type field to view the
options for payment. Whenever you see a dropdown arrow, there are
additional selections you can access by pressing F4.

These are the options available:

• BC is bankcard. We can enter a new bank card or if the customer has

ordered from us previously, we may have a payment token on file. We
will cover payment tokens later.

• HA is house account, sometimes referred to as a revolving charge

account. This is available to our business customers only.

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• AP is to apply for a new business House Account

• PC is plastic cash, which can be a Gift Card or a Savings Pass

Entering the BC vs
Tokenized BC
If you are entering the card information for the first time, it is a
requirement to verify the bank card number and expiration date with the
customer. Any time that a credit card number is being read over the
phone you must mask the call. This inserts white noise into the recording
so that credit card information is not heard on our recorded calls.

If the system shows that we have the token for this customer, you will ask
the customer, “Would you like me to use the same payment method you
used on your last order?” If the customer responds “Yes”, arrow down and
press Enter to select it. You will not need to mask the call, as you will not
be reciting the credit card number in its entirety. With a tokenized card,
you are only able to see the last four digits of the card and you do not
need to verify the expiration date.

Entering the Payment

If you accidentally entered a wrong number while typing in the card
information, ask the customer to repeat it for you. Make the correction by
typing over the implanted numbers with the corrected numbers – then
verify the number again by repeating it back to the customer. Verification
of the card number must be done while the customer is still on the line.

We accept VISA, MasterCard, Discover, American Express and Diners Club.

When do you verify the card number?

Answer: After entering the card number and expiration date

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It’s important to verify the card number at the correct time. If you move
forward without verifying it, the numbers will automatically mask for
security reasons.

Next you will ask for the CVV or security code from the card. For most
cards, it’s a three-digit number located on the back of the card, but
American Express cards, its four digits and it’s on the front of the card.

Validating the
Payment
While the customer is still on the line you also need to validate the
payment. You can either press F7 or click the box that says Validate
Payment.

When do you validate the card number?

• Answer: While the customer is still on the line.

Verifying the card number is confirming with the customer that the
number is correct. Validating the card sends a ping to the bank to confirm
that the card is active and valid. Keep in mind that validating the card is
not the same thing as actually charging the card.

Input the Card Now it’s time to enter payment. Mr. Murphy wants to pay with a Bank
Number
Card.

• In Production, you would mask the bank card on the Max screen

NOTE: Verify class is • Type BC to tell CCS the payment is a bank card and press Tab
on task throughout
the walk-throughs • Type 6011-0027-1651-8568 and press Tab
by walking around
and checking for
understanding.

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• Type 12/22 and press Tab. The bank card number will show up in a
blue bubble. Verify the number and expiration date with the
customer.

• Click the CVV field. Ask for the Security Code from the card. Enter 841
and press tab. This will tokenize the card number.

• Press F7 to validate the card.

Closing the Call

At this point, ask the customer is there is anything else that you can do for
them, thank the customer and brand the company: “Is there anything else
I can help you with today? Thank you for shopping with Harry & David.
We hope to hear from you again soon!”

Press Enter or click F3 to close the pop-up window.

Press F3 to save the order.

Congratulations!! You just completed your first order.

When Do We Bill the

Card?
The customer may ask you when their card will be billed for the order. We
bill the customer for the entire order when the first item on the order
prepares for shipment. For example: If the customer orders in November
for January HoneyBells, the order gets billed closer to January, one to two
weeks before the citrus ships. But if they took your Telephone Special offer
and that gift is shipping right away, the entire order, including the amount
for the HoneyBells, is billed when that first item processes for shipment.

What questions do you have about placing an order?

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Break 1 – 15 Minutes
NOTE: Provide the
time that break
will end. Time for our 1st break. I will put a timer up on the screen so you know how
much time is left.

It is your responsibility to be back in your seat before the break ends.

Take this opportunity to leave the classroom and visit the break room and
the restroom.

It is against policy for you to remain in the classroom for your break while
in training or at your station while in production.

Before you leave your station, remember to lock your computer by

pressing the Microsoft Windows key and the letter L.

What unavailable code do you put your phone in for break?

•Answer: Unavailable – 1st Break We

will resume in 15 minutes.

Slide: What Would

You Say? Welcome back! Did everyone change their Max phone to Unavailable –
Training?

Facilitated Orders – Basic – 105 Minutes

Let’s continue with a few simple orders. We will go slowly, answering
questions as we go. It is extremely important that we stay together at
each step! If you fall behind or have a question, immediately let me
know. If we are unable to get you back on track quickly, we will ask
you to follow along with your neighbor. Let’s start with some basic
orders.

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Insert
Facilitated Orders
Basic Order Entry

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Lunch – 30 Minutes
Slide: Lunch It is time for lunch. I will put a timer up on the screen so you know how
much time we have left.

We need to clock out of our OTC and change our status code to
Unavailable – Lunch. Navigate to the Intranet. Click on the Home tab.

In the Stats & Scheduling quad, click on My Time Card. Type your Employee
number and press Enter. Then click on Lunch or Shift End.

NOTE: Give the time Lock your computer by pressing the Windows key + L on your keyboard.
to return.
We will start class in 30 minutes, at ____________.

Slide: What Would You

Say?
Welcome back! Let’s get back into Training on the MAX phone.

Which unavailable code should we be in?

• Answer: Unavailable – Training

Did everyone log back on to their OTC? In the Stats box, click on Online
Time Card. Type your Employee number from your name tent or badge
and press Enter. Click on Training/Meetings and then click on back to
Intranet.

Skills Practice Basic – 90 Minutes

Slide: Skills Practice Time to practice what we’ve been learning!

Half of the class will be customers; the other half will be associates for the
first order. Switch with your partner for the second order. Do not
NOTE: Look in the
disconnect from you partner. You will each take turns being the customer
Trainer Information
quad for Role Play
and the associate.
Helpful Hints.

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Walk around and Customers:

monitor the class as
they perform the Role • The customer information is provided to you. Role plays are found
Plays. Assist associates
who are having on OENH in the Role Plays quad.
difficulty.
• Debrief after each order. Give helpful hints or reminders of things
Have the class
the associate should have done or could improve.
complete a minimum
of one order each with
• Once you have completed an order, switch roles. Continue doing so
their partner. The idea
is to get them using until time is called.
the phone and
independently
entering order Associates:
information.
• There is no scripting because you will use the guiding questions to
assist you.

• Make offers that pop. Make a great sales offer and really try to
entice the customer to accept.

• Verify! Make sure that you verify any information you enter as new.

• Greeting accuracy and verification are vital! If the customer is

sending the gift to someone else, you need to make an offer for the
personalized greeting card when you see the icon showing. The
verbiage is on the guiding questions sheet.

• Follow the script for opening and closing verbiage.

Setting Up The Class Half of the class will call the other half. I will provide each of you with the

NOTE: Direct name to call. You will click New, then type in the name I give you. Click the
each trainee Call button to connect.
who to call in the
class. Use the class When you get the call from your partner, a small window will pop up that
list in Scheduling says Connecting Agent Leg. Click Accept.
Suite.

How did the Guiding Questions help? Any problems using them?

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Slide: Discussion Did you make successful sales offers on each call? What are the
requirements for making sales offers?

• Offer an up sell, an Add-on if the window pops, a Personalized

Greeting Card on cardable items, Telephone Special, Passport if
proper criteria is met.

Did you ask for the email? Did you ask your customer to hold, place them
on hold and thank them for holding when you took them off hold? How did
it feel inputting the orders? What is your comfort level?

What questions do you have about the orders you just entered?

Close out the L-Bar and when we re-open it, it will be reset for the exercise.

Exercise: Basic – 30 Minutes

Slide: Explanation
Navigate on the Intranet to the TRAIN tab, and then click on the OENH tab.

In the Exercises Quad, find OE NH Exercise Basic. Click on it to launch.

This exercise is a little different than the one we have already taken. In this
exercise, and the rest that you will do during training, the questions will
direct you to perform an action. In this exercise, you will be asked to place
an order. The questions will provide you with the customer and recipient
information, the item, the greeting, everything you need to complete the
order. You must follow the steps in the exercise in order to answer the
questions. For example, the questions might say to enter item E-5000X and
then ask what the price is.

If you miss a step, raise your hand. We will help you get back on track.

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Slide: Exercise Basic • Read questions carefully and select the best answer from those given.

NOTE: Call Use all your resources, and don’t hesitate to ask me if you have a
time at the 30-
question. DO NOT GUESS!
minute mark. If
everyone is finished
before 30 minutes, • The exercise has 15 questions on it and you have 30 minutes.
continue with material.

At the completion of 30 • If you accidentally close the exercise, simply re-open it. It will
minutes, take a screen
automatically go to the question that you left off on.
shot in Scheduling Suite
under Class Progress to
show trainee(s) Everyone ready? Let’s get started. Go to the Train tab, then click on OENH.
progress toward
completion. Make a
In the Exercises quad, click the Basic exercise.
note of what time the
screen shot was taken. Now that the exercise is complete are there any questions?

Close out the L-Bar and when we re-open it, it will be reset.

Break 2 – 15 Minutes
2nd Break
Time for our second break. Don’t forget to lock your computer. Simply press
the Microsoft Windows key and the letter L. What unavailable code do you
put your phone in for break?

NOTE: Give the time

Answer: Unavailable – 2nd break
to return.
We will resume in 15 minutes.

Back from Break

While you’re in Training, we will remind you to change your Max status for
breaks and lunches. Once you’re in Production, the reminders are gone and
not using Max correctly will affect your stats and attendance.

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Facilitated Orders – Intermediate – 95 Minutes

Slide: Facilitated We are now going to practice entering more orders in CCS. To access the
Orders Order Entry system, double-click on the Key Icon on your desktop labeled
CCS. A window opens and lists two options: Production and Training. Click
on Training.

NOTE: Demonstrate Take out the Guiding Questions and Opening Verbiage from your training
on In-Focus screen.
folder. These can also be found in Order Entry Procedures, in the verbiage
quad, by clicking Guiding Questions.

We will be walking through several facilitated orders. Be sure to stay with

us, ask questions and participate.

Insert
Facilitated Orders
Intermediate
Order Entry

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Day 2 – Wrap Up – 10 Minutes

We’re almost to the end of our day. At this point before class ends, we
Slide: Wrap Up
would like you to complete a Course Evaluation for this day of training.
Course Evaluation
Go to the TRAIN tab on the Intranet, and then click on OENH.
NOTE: Put the course
number up on the
screen, large enough In the Tools quad box, click on Course Evaluation. Enter the class
for everyone to read. number, then proceed to the evaluation and complete it.

Max Log Off

Now that we have reached the end of our shift, we can log off Max. Using
the down arrow, find the Log Out button. It is at the bottom of the list.
We also need to log out of the InContact website. Open the tab that has
InContact open and click Log Out. Then close Chrome by clicking the X in
the top right corner.

Online Time Card The next thing we are going to do is sign off our Online Time Cards, and
Maintenance
verify that the hours worked today are correct. Follow the steps for
signing off the OTC and verifying your hours.

Click on Home. In Stats & Scheduling quad, click on My Timecard. Type

your Employee ID # _______ with no E, just the numbers.

Press Enter and click on Lunch or Shift End.

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Day 3 – Welcome – 10 Minutes

Slide: Welcome Back Welcome back! Before we get started on today’s agenda, what questions do
you have about any of the material that we covered yesterday?

Everyone should be logged on their Max phones in Unavailable—Training.

Your Online Time Card should be in Training and Meetings. Does anyone
need help with the phone or the PC logins?

Slide: Today’s Agenda

We are going to cover a lot of information today! We will start with a quick
review of what we covered yesterday, then time for more role plays! After
that, we will have an exercise on Intermediate Order Entry. We then
progress to Advanced Order Entry and some special situations that you may
come across. We’ll talk about QA Monitoring and what that means for us.

Review – 10 Minutes
NOTE: Use these Let’s start with gift lists. There are 4 statuses that can be on a recipient on
questions as a gift list. One is repeat. What are the other three?
guidelines. If your
class had difficulty Answer: Change, Skip, Remove
with any topic
previously, use this If a customer asks us to remove a name from their gift list because that
time to emphasize it. person is deceased, is there anything else we need to do?

Answer: Code the recipient as deceased in Customer Maintenance

Can a customer order Wolferman’s English Muffins, Harry and David Royal
Riviera Pears and Stock Yards Steaks on one call?

Answer: Yes. It would be three separate orders.

If the customer is retrieved and it shows Business Account, do you transfer

the call to our business division?

Answer: Not automatically. You can place the order, but if they want a
specific sales rep by name, customized gifts, items for a large incentive or
motivational program, a lot shipment, or sending the order via Excel
Spreadsheet, then you will transfer the call.

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Can Florida HoneyBells be shipped to Arizona?

Answer: No, they are excluded from that destination.

Skills Practice – 70 Minutes

Slide: Skills Practice
We are going to practice entering orders with Skills Practice.
NOTE: Role
Play Half of the class will be customers, the other half associates for the
Helpful Hints are
located first order. Switch with your partner for the second order. Do not
Train→CCSUP→Trainer disconnect from your partner. You will each take turns being the
Information quad. associate.
Trainers are to walk
through the class and Customers:
observe trainees during • The customer information is provided to you. Provide it to
Role Plays. Assist
your partner when asked.
associates who are
having difficulty. • Stay in character during the role play. After the order is

Each trainee must complete, then offer helpful hints or reminders of things
complete a minimum of the associate should have done or could improve.
one order each. The idea
is to get them using the • Once you have completed an order, switch roles. Continue
phone and doing so until time is called.
independently entering
order information. Associates:

• There is no scripting because you will use the guiding

questions to assist you.

• Make offers that pop. Make a great sales offer and really
try to entice the customer to accept.

• Verify! Make sure that you verify any information you

enter as new.

• Greeting accuracy and verification are vital! If the

customer is sending the gift to someone else, you must

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offer the personalized greeting card when you see the icon
showing. The verbiage is on the guiding questions sheet.

• Follow the script for opening and closing verbiage.

Setting Up The Class
Half of the class will call the other half. I will provide each of you
NOTE: Direct each
trainee who to call with the name to call. You will click New, then type in the name I
in the class. Use the class give you. Click the Call button to connect.
list in Scheduling Suite.
When you get the call from your partner, a small window will pop
up that says Connecting Agent Leg. Click Accept.

Slide: Discussion
How did the Skills Practice go? When you were the customer, did
your associate make tempting sales offers? Were upsell and
telephone special offers made?

When you were the agent, did the call flow as expected? Did you
use your resources to answer the customer’s questions?

Exercise – Intermediate – 30 Minutes

Slide: Explanation
This exercise covers Intermediate Order Entry. There are 10 questions and
you have 20 minutes to complete the exercise.

If you missed a step in the previous question, raise your hand. We will help
you get back on track.

Navigate to the TRAIN tab and then click on the OENH tab.

Slide: Exercise:
In the Exercises quad, select OENH Exercise Intermediate to launch the
Intermediate
exercise.

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When you are done with the exercise, put your name tent up on its end on
top of your computer. Everyone ready? Let’s get started.

Remember:

• Use Alt-Tab to move between windows.

• Read questions carefully and select the best answer from those given.
Use all your resources, and don’t hesitate to ask me if you have a
question. DO NOT GUESS!

NOTE: If time allows, • You have 20 minutes for this exercise, it has 10 questions.
review the most
commonly missed
Everyone ready? Let’s get started.
questions.

Now that the exercise is complete are there any questions?

Break 1: 15 Minutes
1st Break

We will take our first break of the day now. There is a timer up on the screen
so you know how much time we have left on the break.

It is your responsibility to be back in your seat before the break ends. Take
this opportunity to leave the classroom and visit the break room and the
restroom.

Before you leave your station, remember to lock your computer by pressing
the Microsoft Windows key and the letter L.

What unavailable code do you put your Max phone in for break?

Answer: Unavailable – 1st Break We

will resume in 15 minutes.

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Slide: What Would

You Say? Welcome back! Did everyone change their status to Unavailable - Training?

Facilitated Orders- Advanced – 105 Minutes

Slide: Facilitated Time for more practice entering orders. Open CCS by clicking on the key
Orders icon on your desktop. Click on Training.

Note: Demonstrate Take out the Guiding Questions and Opening Verbiage from your training
the actions and folder. These can also be found in Order Entry Procedures, in the verbiage
follow along on the quad, by clicking Guiding Questions.
In-Focus machine
We will be walking through several facilitated orders. Be sure to stay with
us, ask questions and participate.

Insert
Advanced
Facilitated Orders
Here

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Lunch – 30 Minutes
Lunch It is time for lunch. I will put a timer up on the screen so you know how
much time we have left.

We need to clock out of our OTC and change our status code to
Unavailable – Lunch. Navigate to the Intranet. Click on the Home tab.

In the Stats & Scheduling quad, click on My Time Card. Type your
Employee number and press Enter. Then click on Lunch or Shift End.

NOTE: Give the time Lock your computer by pressing the Windows key + L on your keyboard.
to return.
We will start class in 30 minutes, at ____________.

Slide: What Would You

Say?
Welcome back! Let’s get back into Training on the MAX phone.

Which unavailable code should we be in?

• Answer: Unavailable – Training

Did everyone log back on to their OTC? In the Stats box, click on Online
Time Card. Type your Employee number from your name tent or badge
and press Enter. Click on Training/Meetings and then click on back to
Intranet.

Sales – 60 Minutes
Slide: Sales Training Let’s talk about sales. As we placed the practice orders, we have talked
about upsells, add-ons, and Telephone Specials. Now that you have the
basics of the sales offers, we are going to step it up!

We are a sales organization and this is a sales job. Your job in a nutshell
is to help customers and increase sales. We are here to help you learn

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about the tools you have and techniques for effective sales offers at Harry
and David.

Slide: Effective Sales There are 5 elements of making an effective sales offer. The wording will
Pitch
change depending on which type of offer you are making, but the
elements stay the same. They are:

1. Validate the customer’s item choice

• Great Choice! That’s our……”

2. Transition to the sale

• You mentioned earlier you love our Chocolate.”
3. Offer of Product
• “…and today I have a great discount on our Dark Chocolate
Truffles that includes 6 delicious flavors”

4. Reason to buy
• “They are $10 off at only $24.99 today. This is a whole pound
for you to enjoy!”

5. Ask for the sale

• “How many can we send you today?”

Active Listening Simple validation of the customer’s choice goes a long way towards
building rapport with your customer. Use your active listening skills to
pick up on cues from the customer. Here is an offer that includes all 5
elements: When offering the TSP, for example, you could say “You
mentioned everyone loves our pears. As a thank you for your order, I can
take $10 off a box of those delicious pears, just $19.99! Would you like to
treat yourself and add them to your order?” Did your customer mention
they are on a budget? Be sure to offer a TSP with great savings. Is your

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customer looking to impress their in-laws, a client or their boss? Offer an

upsell that arrives in a beautiful basket or a striking tower. Is it a
Sympathy order? Ask the customer if they would like to send a follow up
gift, like our gourmet truffles in about a week, so the recipient knows they
are still in their thoughts.

Product Knowledge Product Knowledge is also key. If you know it, you can sell it! Know the
top selling items. Let’s go to the website and check out the top sellers.
Scroll down until you find the best sellers. For example, if the customer is
looking for a basket and you are helping them shop, you could offer the
Classic Favorites Gift Basket. “It has something for everyone… Chocolates,
fruit, cheese, crackers, moose munch and our pepper and onion relish
and the deluxe version is even more impressive, would you like to send
one of these today?” Do not overwhelm the customer with too many
options, start out with two and then ask clarifying questions if you need
to.

Slide: Clarifying We talk about clarifying questions. Does anyone know what we mean by
Questions
clarifying questions?

(Wait for answers) Clarifying questions are questions to help narrow and
pinpoint what the customer needs from you.

You can ask: What is your price range? Including shipping?

Occasion? Birthday, anniversary, sympathy? Is it for a home or office?

How many does it need to serve?

Looking to impress with a tower presentation or is the emphasis on

product? (Tower vs. a gift box)

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Sweets? Savory? Fruit? Combo? Arrival time? Some gifts have express
charges built in for gifts that need to be there quickly.

Asking clarifying questions will quickly help narrow the search down.

Let’s say the customer says she would like to send a gift to her daughter
who’s away at college. We have so many gifts that the daughter would
love, but let’s look for the perfect one.

We could start out by asking if the daughter lives in a dorm room or has
roommates that she’ll probably want to share with. The customer says
that the daughter has 3 roommates. Awesome! Now we can look more
towards gifts that serve 3-4. Next, we can ask if the daughter would like
fresh fruit as a healthy alternative to cafeteria food or something with
cheese and sausage to snack on during study sessions.

While you can certainly ask the customer if they have a price range,
remember that our gifts are quality. They arrive in impressive, beautiful
condition and our customers know that quality costs. Don’t shop with
your wallet. Offer the one that sounds like the best fit for the customer’s
needs. If it’s out of their price range, they will either tell you or they will
hesitate and ask to keep looking.

Slide: Descriptive Words How you describe our products also greatly impacts the success of the
sales offer. Think about when you go to a restaurant. When you look at
the menu, which of these dishes sound more enticing? Ribs, or
mouthwatering fall-off-the-bone ribs? Peach Cobbler or Grandma
Annie’s Southern Peach Cobbler? Anytime you can evoke an emotion
with a descriptive word or phrase, you increase your chances of
converting an offer into a sale.

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What do you do if your customer has questions about an item?

Remember you can go directly to the Masterlist from an order just by
clicking F2 on the item number.

Practice Let’s practice: Let’s open an order session if you do not have one

open already. Retrieve with phone number: (540)673-2138 What do

we need to verify?

Answer: Name and street address

Ms. Jones verifies that she still lives on Fox Ridge Rd. She would like item
E-1X for her address.

How would you validate her choice?

Answers: “That’s one of my favorites…” Our Pears are the absolute

best…” “This gift is one of our bestselling items.”
Next, transition, offer, reason and close. “We also have a double box
available for just $20 more. They’re only $49.99. You’ll have enough to
share and keep some of those juicy pears for yourself. Would you like to
upgrade to the larger box?” If your customer has questions about the
upsell, you can go directly to the Masterlist, Press F2. Does everyone
have the Two boxes showing? You can click into the search bar, type a
plus sign with no spaces and add the number 1, click on search. Now you
can compare the original item and the upsell. What is the weight of the
1X? and the 2X? Let’s look at another popular item. Escape off the
Upsell and Add-on windows. Enter item E-5000X.

Trainer Note: Call on an agent to make the upsell offer for the Deluxe
favorites gift basket.

What key do we press to access the Masterlist? F2

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How many pears are in the Deluxe version? Approximately 9

Product information is at your fingertips, making it easy to answer

customer questions efficiently and effectively.

Slide: Building It’s not only what you say, it’s how you say it! A great way to build
Rapport
rapport with your customer is to be enthusiastic and smile, the customer
can hear it. Also, use manners. Saying “please” and “thank you” goes a
long way. People buy from people they like. Think about how you would
like to be treated and treat that customer like they are the only person
you have talked to today. They don’t know all the options we have.
Customers trust us to advise them of what their best options are.

Slide: Our Guarantee Our products are high end, gourmet and exclusive plus we have the
strongest guarantee in business. Use our guarantee to help assure the
customer that the gift will arrive in beautiful, delicious condition. If your
customer is hesitant, let them know that we even guarantee the recipient
will love the gift and enjoy every bite! Let’s say the customer is thinking
about sending our creamy, decadent truffles as a gift, but they don’t know
if the recipient likes chocolates. No problem! If the recipient lets us know
that they didn’t enjoy the gift as was intended, we will replace with
another item that they do like. What’s the Harry and David guarantee?

Answer: You and those who receive your gifts must be delighted, or we'll
make it right with either an appropriate replacement or refund.

Telephone Special At the end of the call, it is a requirement to make a Telephone Special
offer. It must be made after the customer is clearly done ordering. The
TSP window that comes up is a good guide, and you can offer from the
window throughout the call, but you are not limited to the window. This
is another point where listening to your customer and your product

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knowledge will help you to increase the order size. Let’s go back to our
order and proceed to payment. On the TSP window, we have multiple
options. To increase the probability that your customer will take
advantage of one of our phone specials, give them 2 choices at the end of
the call, for example, “As a thank you for your order, I can take …$5 off
our delicious pear and apple combo, or the tower of sweet treats, it’s
filled with a little bit of everything in beautiful reusable boxes. Would you
like to treat yourself or send one as a gift?” What if your customer asks
what’s in the tower of sweet treats? Let’s go to the Masterlist. What
button do we push? F2

Our customer asks how many people does a tower like that serve. We can
find that information by clicking on the picture to get more information on
the second page of the Masterlist. We see that it will serve 3-4 and there
is information regarding the storage instructions.

Consistency Some of these are advanced techniques and will take practice. The
MOST important factor is consistently making your offers. Every call.
Every. Single. Time! Use the windows as a guide. Read the script until
you learn how to personalize the offer. All the tools you need are at your
fingertips. If you need help, ask your Team Leader. If you are helping the
customer and increasing the order size, everything else will fall into place.
The bigger your orders, the higher your stats will be, the more you will
earn in incentive pay. Win for you, win for the company! And here’s the
best part… by making the offers, you’re helping the customer out, too!
So, win for you, win for the company AND win for the customer!!

Let’s go ahead and cancel out of our practice order.

What questions do you have on Sales offers?

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QA – 30 Minutes
QA Introduction
It is important for you to understand the performance expectations that
Harry & David has set for all associates when taking orders and what the
monitors are listening for when they evaluate a call for quality.

Click on the HOME tab and then click on Departmental Policies. On the left
side of the screen, locate and click on Quality Measurement.

Slide: Why do we
monitor? It is important for everyone to understand the performance expectations
that Harry & David sets for associates when taking orders and what the
Note: Give class 5
minutes to read monitors are listening for when they evaluate a call for quality. It is also
through information.
important to know why we monitor.

Monitoring calls benefits our entire organization at all levels. For the Call
Center management, monitoring helps to identify problems quickly. It also
helps to guarantee PCI compliance and helps measure the effectiveness of
our training programs.

At the agent level, monitoring lets you know what is expected of you. When
you know what to expect, you are happier in your role and have more
satisfaction. Monitoring also provides feedback.

For the customer, QA helps to ensure consistency. The customer knows

that it doesn’t matter who they talk to, they will receive the same
assistance. And that assistance will be great!

For the Call Center, monitoring improves the customer experience and
helps to reduce callbacks by encouraging first call resolution.

As a company, monitoring helps reduce employee turnover (because of the

higher job satisfaction that comes from knowing the expectations) and

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increases performance at all levels. All of this works together to enhance

customer loyalty.

Slide: QA Form
Click on the HOME tab and then in the Policies quad, click on Departmental
Policies. On the left side of the screen, locate and click on Quality
Measurement.

Click the last link on the page, Inbound Sales. If you prefer to view a hard
copy of the QA form, you have one in your folder.

NOTE: For the This is the form the QA monitor uses to evaluate your call.
rest of this
module, Let’s look at each category and how they are broken down. Again, if we
demonstrate the understand QA, the better we do on our calls because we know the
actions and locations
expectations.
on your monitor for
the In-Focus
It’s helpful to have the Opening Verbiage and Guiding Questions out while
machine. There
aren’t any slides for going over the QA form. If you compare the two documents, you can see
this section. that following the Guiding Questions will help you earn all the points in the
first two categories of Efficiency and Sales.

The third category on the QA form, Service, is directly related to how YOU
did. It’s not about how well you followed a script or how you retrieved
information; it’s how you personally acted and reacted during the call.

Events that are scored as an Auto Fail will be subject to disciplinary action
and further events will be reviewed by your supervisor. Let’s review the
scenarios that will result in an Auto Fail. Who would like to read section 3.e
Professionalism for us?

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Disputing a Score
If you disagree with your score and wish to dispute the results, discuss the
matter with your Team Supervisor.

If you believe that you were scored incorrectly, it is always best to dispute
it, even if it’s just a few points. It may not have a dramatic effect on your
standings, but it helps the QA monitors see where mistakes are made, and
they can work it out at their calibration sessions.

What questions do you have regarding QA?

Slide: CSAT QA monitoring shows you how you are doing from the company’s
perspective. But, there’s more to consider, isn’t there? With that in mind,
we have the CSAT. On Order Entry calls, if the customer has an email
address on their account, they will receive an emailed survey, called a
CSAT, on their experience.

CSATs capture how well you did based on the customer’s perception of the
call. We are interested in how you made the experience a positive one for
the customer.

The survey questions are listed on the screen. Notice that, except for
Question 7, the survey is focused on entirely on you and your actions. The
brand name, Harry & David, Wolferman’s or Stock Yards, is filled in the
blanks automatically when the survey is sent.

While QA is extremely important, the CSAT also helps so we know what the
customer’s expectations of our associates are.

Skills Practice– Advanced Order Entry – 30 Minutes

Slide: Skills Practice Time for some more practice entering orders with Role Plays. As you go

NOTE: Go to TRAIN, through the orders, refer to the QA form to see if you are following all the

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CCSUP, and look in the categories. When you are the customer, think about how you would fill out
Trainer Information
quad for Role Play the survey on this call.
Helpful Hints.
Half of the class will be customers, the other half associates for the first
Walk around and
monitor the class as order. Switch with your partner for the second order. Do not disconnect
they perform the Role
Plays. Assist those from you partner. You will each take turns being the customer and the
having difficulty. associate.
Have the class
complete a minimum Customers:
of one order each with
their partner. The idea The customer information is all provided on the OENH tab in the Role Plays
is to get them using quad. When you’re the customer, provide the agent with the information
the phone and
independently entering as it’s requested.
order information.
Debrief after each order. Offer helpful hints or reminders of things the
associate missed or could improve upon.

Once you have completed an order, switch roles. Continue doing so until
time is called.

Associates:

• There is no scripting for associates because you will be using the Guiding
Questions to assist you.

• Make offers that pop! Make an amazing sales offer and really try to
entice your customer to accept.

• Make sure you verify any information you enter as new.

• The Greeting must be accurate and verified! If the customer is sending

to someone else, you need to make an offer for the personalized
greeting

card when you see the icon showing. The verbiage is on your Guiding
Questions sheet.

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Setting Up The Class Half of the class will call the other half. I will provide each of you with the

NOTE: Direct name to call. You will click New, then type in the name I give you. Click the
each trainee Call button to connect.
who to call in the
class. Use the class When you get the call from your partner, a small window will pop up that
list in Scheduling says Connecting Agent Leg. Click Accept.
Suite.

Use what you’ve

observed to select
your pairs. Have a
stronger trainee pair
with one who may
be struggling.

How did the Skills Practice go? When you were the customer, did your
Slide: Discussion associate make tempting sales offers? Were upsells and telephone specials
made?

When you were the agent, did the call flow as expected? Did you use your
resources to answer the customer’s questions? Did the Guiding Questions
help? Any problems using them?

Did you make successful sales offers on each call? What are the
requirements for making sales offers?

• Offer an up sell, add-on if the offer window pops, Personalized

Greeting Card if appropriate, TSP, Passport if criteria is met

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Did you ask for the email? Did you ask your customer to hold, place them on
hold and thank them for holding when you took them off hold? How did it
feel inputting the orders? What is your comfort level?

What questions do you have about the orders you just entered?

Close out the L-Bar and when we re-open it, it will be reset for the exercise.

Break 2 – 15 Minutes
2nd Break

Time for our second break. You are required to take your breaks and lunch
and they are to be taken as close to your scheduled times as possible.

It is your responsibility to be back in your seat before the break ends. Any
time you leave your station, you must lock your computer. Simply press
NOTE: Give the time the Microsoft Windows key and the letter L. What unavailable code do you
to return. put your phone in for break? Answer: Unavailable – 2nd break We will
resume in 15 minutes.

Welcome Back
Welcome back! Did everyone change their status to Unavailable -
Training?

Exercise: Advanced – 30 Minutes

Slide: Explanation
It’s time for our next exercise. This exercise consists of following directions
on the screen and placing two separate orders. To answer the correctly,
you must perform the actions as directed.

A few important notes about exercises:

• Do not start an exercise until you are instructed to do so.

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• Read all questions carefully and select the best answer from those given.
Use all your resources, and do not hesitate to ask for help if you have a
question. DO NOT GUESS!

• You may raise your hand and ask us questions. Here in the training room
and out on the production floor there is always someone available to
answer your questions. Do not hesitate to ask for help.

• Paper and pencils are available if you need them.

• These are not practice. Each one counts towards passing this class.

• A score of 80% or better is required to pass the exercises. If you score

less than 80%, we may talk with you privately about how you are feeling
about the class and/or the requirements for job.

• If you score below 80% on more than one exercise, or if you are not able
to work orders in a reasonable amount of time, you will not pass this
class.

• If you accidentally close the exercise window, re-open it and pick up

where you left off.

If at any time during this class, you feel unsure about your own progress,
come talk with one of us and we will do what we can to help. We want you
all to be successful in this class and in the job.

Click to the Train tab, then OENH. In the Exercises quad, select OENH
Slide: Exercise:
Exercise Advanced to launch the exercise.
Advanced

When you are done with the exercise, put your name tent up on its end on
top of your computer. Everyone ready? Let’s get started.

Remember:

• Use Alt-Tab to move between windows.

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• Read questions carefully and select the best answer from those given.
Use all your resources, and don’t hesitate to ask me if you have a
question. DO NOT GUESS!

• You have 30 minutes for this exercise, it has 15 questions.

Everyone ready? Let’s get started.

Now that the exercise is complete are there any questions?

NOTE: If time allows,
review the most
commonly missed
questions.

Other Situations – 65 Minutes

Now that we have practiced entering orders, we are going to show you a
few tools you can use to handle special situations

Slide: Special Clubs

There are times when a customer may want to order a club but may not be
able to have all the components that are part of the club that they would
like. For these situations, we can accommodate the customer’s request by
building a special club. Let’s go to the procedure for Special Clubs. Who
wants to share the procedure name and number, and how they located it?
I’d like to hear information on building a club that is similar to an existing
club. This would be the most common scenario. For example, it happens if
a recipient is allergic to citrus, so they cannot have Honeybells.

(Note: Ask for volunteers to read the bullet points at the top of the section
for “How do I build a club that is similar to an existing club?”)

On your Train tab, click on the OENH tab. In the Tutorials quad, select
Building a Special Club.

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In the Internet Explorer pop-up, click Open and then enter your login
credentials. It takes a moment for the program to download. When it
opens, click on Slide Show and then over on the far left, click From
Beginning. It will open on your left monitor. Click anywhere on the first
screens to advance to the next slide. Once you get to the actual tutorial,
you will follow the screen prompts to advance.

On the last slide, press the Escape key on your keyboard to end the tutorial.

Slide: Gift
Announcements If a customer would like to order a month-only item for a special occasion,
or if the gift cannot arrive by a special date, we can offer a gift
announcement. This is a FREE service we can offer our customers when
their requested arrival date cannot be met or express service is not an
option.

Click on your OE tab, then click on OE Procedures and search for Gift
Announcements. Click on Procedure 1010: Gift Announcements. Take a
few minutes to read the bullet points at the top of the page. What
information is included on a gift announcement?

• Answer: The first 4 lines of the greeting, customer's name, item

selected and the estimated arrival date of the item.

HoneyBell gifts automatically generate a gift announcement, if they are

ordered by Dec 27. After that date, it must be requested. We cannot
prevent a HoneyBell gift announcement from going out.

Emailed
Announcements If the customer has the recipient’s email, we can send the Gift
NOTE: Walk Announcement electronically; this is called an E-nouncement. Let’s practice
through entering E-
entering one of these together. Go to your OE tab in the E-Form

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nouncement. Discuss Quad and click Update/Other. Select “Gift Announcement/Recip” and fill
Themes, entering
Recipient/Senders out the form completely.
name and email
address, immediate or This is a live form, so do not submit this. Scroll down to the Happy Birthday
scheduled delivery,
and preview e-Nouncement and click on the picture. This gives you a preview of what
the recipient receives via email.

From this screen, how do we return to our Intranet?

• Answer: The house icon

If the customer doesn’t want to provide the recipient’s email, we can send
the email to the customer’s email address and they can forward it to their
recipient.

What questions do you have about gift announcements or HoneyBell

announcements?

Slide: System Problems Occasionally, you may have an issue with your phone or your computer.
System Solutions can be reached at Skill 568. They will walk you through
troubleshooting and may remote into your system. Additionally, some error
messages will direct you to call Systems Solutions for guidance.

Slide: Paper Orders Occasionally, our system may go down; sometimes planned, but sometimes
unexpectedly. When this happens, we will need to switch to paper orders.
NOTE: Review
paper order procedure
with class, inform
Go to OE Procedures; locate System Problems.
them that order forms
are in the desk drawer Note that we perform system maintenance at night which prevents
on the floor. associates from accessing the system at all.

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Day 3 – Wrap Up – 10 Minutes

Course Evaluation
We are almost to the end of our day. At this point before class ends, we
would like you to complete a Course Evaluation for this day of training.
Put the course
number up on the
Go to the TRAIN tab on the Intranet, and then click on OENH. In the Tools
screen, large enough
quad box, click on ‘Course Evaluation’. Enter the class number, then
for everyone to read.
proceed to the evaluation and complete it.

Max Log Off

Now that we have reached the end of our shift, we can log off Max. Using
the down arrow, find the Log Out button. It is at the bottom of the list. We
also need to log out of the InContact website. Open the tab that has
InContact open and click Log Out. Then close Chrome by clicking the X in
the top right corner.

The next thing we are going to do is sign off our Online Time Cards and
OTC Maintenance
verify that the hours worked today are correct.

Follow the steps for signing off the OTC and verifying your hours. Click on
Home. In Stats & Scheduling quad, click on My Timecard.

Type your Employee ID # _______ with no E, just the numbers.

Press Enter and then click on Lunch or Shift End. Make sure you have the
correct number of hours for today.

Log off the PC as usual.

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Day 4 – Welcome – 10 Minutes

Slide: Welcome Back! Welcome Back!

Everyone should be Unavailable – Training on their Max phone and

Training/Meetings on their Online Time Card. If you need assistance, let me
know.

While you are reading the Daily Update, we will take attendance. Make sure
to respond loudly when we call your name.

Today’s Agenda Today we will be taking the Final Exercise, discuss what to expect, do’s and
don’ts, disposition codes, difficult callers, and then taking live calls. How
exciting!

Review and Final Exercise – 60 Minutes

Review Before we begin the Final Exercise for Order Entry, we are going to have a

NOTE: The game is review. The review is based on the Jeopardy TV game show. Our version is
located on TRAIN → called JeoPEARdy.
CCSUP → Fun Stuff

(Editing Note: Will be

Who’s ready for some fun?
linked by season)

Navigate on the Intranet to the TRAIN tab, and then click on the OENH tab.
Exercise: Final
In the Exercises quad, find OE Exercise: Final. Click on it to launch.
NOTE: Call time at
the 45-minute mark.
At the completion of Remember:
45 minutes, take a
screen shot in
Scheduling Suite • Read questions carefully and select the best answer from those given.
under Class Progress Use all your resources, and don’t hesitate to ask me if you have a
to show trainee(s)
progress toward question. DO NOT GUESS!
completion. Make a
note of what
• There are 30 questions and you have 60 minutes for this exercise.

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time the screen shot

was taken. Everyone ready? Let’s get started.

Now that the exercise is complete, what questions do you have?

What to Expect – 10 Minutes

Slide: Need help? The Chat line is staffed by associates whose job is to HELP you find the right
answers to your questions.

Prior to starting the chat, it is an expectation that you look for the answer
yourself on the Intranet.

If you cannot find the answer quickly, ask your customer if they can please
hold, wait for their permission and press the hold button.

They will show you where you can find the answer, so the next time you
can find it yourself.

When you call Escalations and Answers, it’s important to speak

professionally and courteously. They are here to help you and your
customer as quickly as possible so let them ask questions and make sure to
follow their directions.

What are some things that you think an associate should never do while
Slide: Don’ts
talking to a customer?

Answer: Eat, chew gum, drink, engage in side conversations, make

distracting noises (including humming or talking yourself through your
actions)

You owe the customer your full attention; just as you want and deserve the
full attention of any phone agent you talk to.

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Slide: Do’s
What are things an associate should always do while talking to a customer?

Answer: Keep your headset on, greet them as a friend, address them
professionally, focus on the call; mute the phone if needed

Slide: Using Hold It will be necessary at times to put a customer on hold or call the Assist Line
for help. What steps are required when placing a customer on hold?

Answer: Get permission. Ask "May I put you on hold, please?" Wait for
customer to say "yes”, and then thank them.

Check back often, about every 30 – 60 seconds. Return with "Thank you for
holding” If you ask a customer to hold, put them on hold. Do not mute the
phone. On mute, the customer hears nothing and may think the line has
disconnected and hang up.

Even if you think the customer is on hold and cannot hear you, there is
always the possibility that the hold is not in place. You are expected to
remain professional and speak respectfully even when the line is not open.

Slide: Supervisor Calls There will be times when a customer asks to speak to a supervisor. In most

Note: In OE instances, you should be able to help the customer.

Procedures, go to S or
T from the index on If you cannot help, follow the instructions for calling a supervisor. Before
the left. Procedure transferring, get the customer’s name and telephone number. Then, tell
1508. the customer "I’ll be glad to transfer you to a Supervisor, one moment,
please."

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Press the transfer/conf button and enter the appropriate skill. You can find
the extension for the Escalations and Answers Line on the phone number
listing. Does everyone know where to find the phone listing?

Answer: The picture of a telephone next to the heart on any tab.

It is important to announce the call and give any pertinent information to

the Supervisor. This provides better service to the customer by saving time
and preventing the customer from having to tell their story all over again.

When the Supervisor is ready, complete the transfer by pressing the

transfer button.

Slide: Difficult Caller

NOTE: Refer to If the customer is using profanity, politely inform the customer that their
Procedure 1117: language is offensive to you. It is proper to say “Excuse me (Sir/Ma’am), I
Crank, Nuisance and would be happy to help you, but that kind of language makes it difficult. If it
Abusive Calls
continues, I will disconnect this call. Now, may we start again?”

If a customer becomes abusive in their language, we need to give them two

opportunities to start fresh. If they continue with abusive language or
profanity after being warned, release the call.

Slide: When To There may be times when you must release the call. These situations are
Disconnect
rare, but you may disconnect the call if:

• The customer is off the line, but the connection is not broken. This
happens most often when the customer is on a cell phone and didn’t
press End Call fully.

• A call is obscene. An obscene caller is not a customer, so the call may be

terminated without warning.

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Slide: Disconnected Call While on the phone, you may be disconnected. This may be caused by the
customer, the associate, or phone lines. If this happens, there are specific
procedures to follow.
NOTE: Procedure
1051: Phone Issues
Where would you look to find out how to handle this situation?
While Placing Order

• Answer: OE Procedures

What procedure would you look up?

• Answer: Disconnected Call

Procedures indicate you should call the customer back, if possible.

Otherwise, park the order.

If the customer calls back, they will be unable to speak with the same
operator. If you receive a call from a customer who was disconnected, you
should always check for a parked order before placing a new one.

Slide: Disposition Codes When your call is complete, you are required to enter a disposition code.

The disposition option will pop up in the Max agent window. Click the
dropdown arrow to scroll through the selections. Choose the appropriate
disposition code. Click the “Save and Close” button to receive your next call.

There is a notes field in case anything from the call needs additional
documentation. This does not replace leaving notes in an order. Be brief.

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Remember to always follow your sequence of events.

Slide: First Day

• Log in to your PC

• Sign in to your Online Time Card and select Start (Telephone Calls-
Medford). We will set this up before taking live calls.

• Log in to your InContact

• Go into Unavailable – Preshift, read your daily updates, and open

CCS, be sure you choose Production, NOT Training. Your L bar
should not be red. Make sure it is blue.

Nesting – 3 hours 45 minutes (including 15 min break)

Slide: Live Calls Before taking live calls, verify that you are in Production with a blue L-Bar.
Everyone should change their timecards now.
Make sure your headset is adjusted and you have paper and a pencil.

Slide: Nesting

NOTE: Build up the When it’s your break time, even if you’re in a call, select the break status in
class, give
Max before you choose the Disposition Code for that call. You’ll get popups
encouragement.
Remind them they can that remind you that your break time is near. If you have any questions
contact Assist for help.
When you’re ready, about changing your status, raise your hand and we will assist you.
have the trainees
change their status to
Available. What questions do you have before you start taking live calls?

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Final Thoughts and Wrap-Up- 10 Minutes

We want everyone to enjoy your time with Harry and David. We also want

Slide: Congratulations! to address the reality that being a telephone agent has some challenges.
Despite these challenges, it is a truly rewarding job.

Are there any last questions?

We want to know when you need help or have concerns. You are cared
about and supported! Congratulations on completing OE training.

Thank you for joining the Harry and David team. We are looking forward to
an AMAZING season with you.

As our final class ends, we would like you to complete a Course Evaluation
for this day of training.
Slide: Course
Evaluation Go to the TRAIN tab on the Intranet, and then click on OENH.
NOTE: Put In the Tools Quad box, click on ‘Course Evaluation’.
the course
number up on the Enter the class number, then proceed to the evaluation and complete it.
screen, large enough
for everyone to read.

The last thing we are going to do is sign off our Online Time Cards, and
OTC Maintenance
verify that the hours worked today are correct.

Follow the steps for signing off the OTC and verifying your hours. Click on
Home. In Stats & Scheduling quad, click on My Timecard.

Type your Employee ID # _______ with no E, just the numbers.

Press Enter and then click on Lunch or Shift End.

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