The Telephone Sales Presentation Mr. Dahlhaus Floriculture Design & Marketing

Telephone Sales Answer Promptly Greet the Customer Answer by the second ring Greet the Customer Greet the customer and give the name of the flower shop

Telephone Sales Use the Customers Name “I would be happy to help you select an arrangement. With whom am I speaking” Ask for the Delivery Information Name, address, and delivery date

Telephone Sales Ask Probing Questions: Message on card – will give insight to the type of purchase Offer Product and Price Presentation: If customer is not specific offer at least three product suggestions. Offer price but do not emphasize.

Telephone Sales Ask for a buying decision: Confirm Order: Ask for a decision based on product selection not price. Offer alternatives if customer has objections. Confirm Order: Repeat brief description of the order, delivery date, time, and card message

Telephone Sales Summarize the Charges: Determine method of payment: Itemize additional charges, tax, delivery etc. Give customer total price. Determine method of payment: “How would you like to pay for your order ….”

Telephone Sales Reassurance: Thank the Customer: Give reassurance that customer has made the appropriate selection. Confirm that the recipient will be pleased. Thank the Customer: Thank the customer for using your floral shop and ask the customer to please call again.