New Order Conversation Framework

Engage Acknowledge the emotion/situation and personalize the conversation

• Thank you for calling homedepot.com, my name is _________. Whom do I have the
pleasure of speaking with today?

• Hi, ______ how can I help you today?

• I’d be happy to help you with that. I can understand <acknowledge the
emotion/situation>.
• Have you placed an order with us before?

Get to Root Cause Figure out what happened prior to the customer calling us.
• Tell me a little more about the project you are working on…
• So what you need is…
• Do you have an internet number or any other details about the item you are looking for?
• What is your zip code please?

Problem Solve Explain why solution is the best option for the customer.

• You mentioned that…

• Here are some recommended items… (required parts, accessories, other materials,
services, etc.)
• The Home Depot Protection Plan is available…
• This will help by…

Gain Commitment Share information , recap, confirm & appreciate

Confirm the Order – Must be read VERBATIM

“Since this is an online order, and cancellation options are limited once processing, I want to
review it with you carefully."

Verify – must be done while entering the information:

• Customer's name, phone number, email and shipping info
• Billing info - including credit card number, cvv code, and expiration date (not needed if
payment was performed using Payment Token for Credit Cards).
By line, verify:
• Item number
• Item description
• Quantity
Provide Order total:
1
“Your total is $______ which includes shipping and sales tax. Do you give me permission to
place this order?”

Place the Order

“Your order confirmation number is _______ and you will receive a confirmation email with this
information shortly.”

GM Orders Only – Disclaimer – Must be read VERBATIM

"We ask that you carefully inspect your merchandise upon receipt, and in the unlikely event that
you discover any damage or defects, please inform your local store representative or contact us
by phone at 1-800-430-3376 or chat."

MA Orders Only – Expectations – Must be read VERBATIM

• Advise the customer that they will receive an automated phone call by 7 p.m.
(local time) the night before with their delivery timeframe.
• There must be someone 18 or older at the residence to sign for the delivery.
• Clear path for delivery.
• The delivery agents are not licensed plumbers, carpenters, or electricians, and they -
cannot perform that type of work.
• The old parts, if any, cannot be used by the delivery agents to install new appliances.
• The merchandise is non-returnable and must be inspected at the time of delivery. If you
are not satisfied, refuse the item before signing the delivery receipt.
• Any damages should be reported within 48 hours.
• Delivery dates can be changed and extended on HomeDepot.com by accessing your
order confirmation email.

"Your order confirmation number is _______ and you will receive a confirmation email with this
information shortly. To contact the delivery agents in the event of changing your delivery date,
call 1-866-433-5879.”

“You will receive a phone call from the delivery agency the evening prior to your delivery in
order to advise you of the 4-hour delivery window. The delivery agents will also provide a
courtesy call the day of delivery to inform you they are 30-minutes out."

“We ask that you carefully inspect your merchandise upon receipt, and in the unlikely event that
you discover any damage or defects, please inform your local store representative or contact us
by phone at 1-800-430-3376 or chat."

Remind the customer…

Your card will be charged ______ and you can expect to see the following emails…

• BOSS – Charged when the order ships

1. Order confirmation – We received your order
2. Shipping confirmation – Your order is on its way
3. Your item is ready for pick-up
4. Thank you for picking up your item
• STH – Charged when the order ships
1. Order confirmation – We received your order
2. Shipping confirmation – Your order is on its way
3. Your order has been delivered
• BODFS – Charged immediately during order checkout
2
 1. Order confirmation – We received your order
2. Shipping confirmation – Your order is on its way
3. Your order has been delivered
• BOPIS – Charged immediately during order checkout
1. Order confirmation – We received your order
2. Shipping confirmation – Your order is on its way
3. Thank you for picking up your item
• MA – Charged immediately during order checkout
1. Order confirmation – We received your order
2. Preparing for delivery – 7 days prior
3. HDPP – 24 hours after purchase

Close & Appreciate

Is there anything else I can assist you with? At The Home Depot, we really value your feedback
so, please remain on the line for our quick survey and enjoy the rest of your day.