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Call for initial order

hey Joe welcome to episode 3 of makka pakka's video series for season 2 and for today we are going to have a simple order processing called tie ups so if you're ready I'm ready let's go it's a great day here at amazing flowers this Israel would you like to place an order yeah I'd like to place an order for a bouquet of red and white roses I'll be happy to order the bouquet for you can I have your name please Amanda Bynes Thank You Amanda so just to confirm your order is a bouquet of red and white roses that's going to be $45 we'd like to add a pack of Hardy chocolates you only need to add seven dollars more for that okay sounds good yes sure I'll get that let me deliver tomorrow since it's already after the cutoff of orders the package will be delivered the next day Wednesday okay that's fine perfect can I please have the name and a shipping address for the order Diana Ross her address is seven eight nine North Henderson Road Philadelphia PA and the zip code please one nine four zero six thank you would you like to charge Zack on Visa Mastercard or American Express Visa the number is four two nine three five six seven eight nine zero one two three four five six thank you and the expiration date and CVB code please expiration date is January twenty Tony and the CVV code is four five eight alright and can I have the billing address of your card please sure it's three four to one fourth avenue sacramento california nine four two three five Thank You Amanda all my email is the email address for the order and your mobile number and we're all set that's miss a man the binds at gmail.com my number is 3 1 0 3 4 5 0 9 8 4 let me repeat that that's miss amanda bynes that's M is s am a and D a b y n es so that's miss amanda bynes your first in your last name at gmail.com and number is 3 1 0 3 4 5 0 9 8 4 is that right that's right right so your order has been processed that's one bouquet of red and white roses with one pack of hardy chocolates that's a total of $52 it will be delivered this wednesday and you will receive an electronic receipt to your email address and a notification to your mobile and today is the last day of free shipping so it's good that you will not have to pay a delivery fee at all do you have any questions for me no more thank you my pleasure thank you so much for your order Amanda I have a great evening now let's talk about some tips and reminders to follow for this call type it is a relatively simple call and it's just a matter of understanding the steps the call flow the information to ask from the caller or from the customer and I am sure that you will be given a proper script for the call flow but I believe a lot of companies will also give you the freedom to create your own statements or verbage as that will fit the conversation of course you don't have to follow the script as is because it will always depend on how the conversation will go you just have to follow these reminders number one I'd like to say that it is important for you to sound friendly and accommodating because the customer is calling to order a package or order something from you therefore as a representative of the company you need to be approachable in a way that the customer would really want to order from you although if the customer calls most likely he or she is ready to make an order but in other cases the customer would also want to ask for additional information about the product so with this call type the thing that you will have to work on most is the familiarization of the products and the services that you offer in that call type since it is a store or an e-commerce company selling flowers or a gift then you will have to be familiar with the different packages and products that you offer so that he can provide your customer with an informed decision of what to buy from you in that call though and the customer was calling because he is already ready to make an order which makes the call definitely easier so in that case what you really just need to do is to confirm what a customer's order is and of course you have to inform the customer of the amount and all the other details or information about what he or she is bordering along with familiarizing and knowing at different products that you offer of course you also have to inform the customer of different fees that are included in the package so that he or she will not be surprised at the end of the call or when her credit-card bill comes in and so of course you can include the total amount of the purchase or the order including if there is any fee for delivery sometimes when customers use their credit cards there are also some transaction fees that are included so always think about that as well as a representative of your company sometimes you're also asked to upsell or offer an additional product on top of what the customer wants to purchase like in that cause a customer just wanted to order a bouquet of red and white roses but then the agent was able to offer a pack of hardy chocolates for an additional seven dollars more so that's going to be more revenue as well for the company and it can also mean commission for you it depends some cases you might also want to check the differences between the prices of one package from another so that you'll be able to quote to the customer how much he or she can save with the order or the purchase because of course customers always want to save money and if you're the one to offer that then of course that's going to be a repeat business the customers going to be happy with the service and the order overall next is of course you'd want to obtain all the necessary information or payment details from your customer because you'll be the one to process the order or another department might pass the order on your behalf so it depends on your company you are getting the Visa credit card number can be American Express or MasterCard as well as the CVV code and the expiration date of the card now take note that these are personal information of the customer they are essentially giving you their card number expiration and CVV code those details are very sensitive so be polite when asking for these pieces of information from your customer and explain that of course for you to be able to process the order you need these details a lot of customers already expect this but just in case you encounter a customer who is kind of hesitant to provide credit card information then you just have to explain it to them properly and lastly make sure you have gained agreement from the customer about the package and of course it should be in recording that you recapped the call because you don't want a customer calling after that you know saying that I didn't order this or I did not purchase this but the previous representative says it's only going to cost me this and that so you know want to have customer feedback or complaints after that call and to avoid that you have to make sure that you have clearly enumerated what the customer has ordered in that call along with all the fees okay and of course as usual you have to end the call properly which you should do in every call type so that's about it for this simple order processing call type I hope you have learned something today and tune into my next videos for more mock calls and sample practice videos if you like this content please don't forget to Like subscribe if you haven't yet comment below if you have any topic suggestions questions or feedback I'll see you on my next video take care and bye