eFlorist Welcome Call SOP

🎯 Purpose

Ensure every florist:

• Knows they have a website

• Understands what it can do

• Feels confident using it

• Is engaged enough to stay (“sticky”)

⚠️ Critical Goal:

🧭 Call Structure Overview

• Welcome & Website Awareness

• Google Business Listing

• Core Shop Setup

• Platform Capabilities Overview

• Training Positioning

• Engagement Questions

• Close & Next Steps

🔹 1. Welcome & Website Awareness

🚨 NON-NEGOTIABLE STEP

✅ Agent Goal

• Their website exists

• How to access it

• Where to manage it

💬 Script Block

Hi [Florist Name], this is [Your Name] from Teleflora’s eFlorist team.
I’m calling to officially welcome you and walk through your website with you.

Our goal today is to make sure you know what your website can do and how to use it to grow your business.

💬 Script – Website Confirmation

You do have a live website through us — have you had a chance to view it yet?

Let me quickly show you where you can log in and manage everything behind the scenes.

✅ Cover

• Website URL

• eSAT login access

• Where to:
• View orders
• Manage products
• Update settings

✅ Internal Checkbox

• ☐ Website URL confirmed

• ☐ eSAT access confirmed

• ☐ Navigation explained

🔹 2. Google Business Listing

📍 HIGH IMPACT – drives traffic + credibility

💬 Script Block

One of the most important things for getting customers locally is your Google Business listing.

Do you currently have a Google Business Profile set up?

🔁 If YES

Great — we’ll want to make sure it’s accurate and connected to your website.
We can also help manage or optimize it if needed.

🔁 If NO

No problem at all — we can help you get that set up.
That’s one of the biggest ways customers will find you online.

✅ Internal Checkbox

• ☐ GBP status confirmed

• ☐ Support offered (create/update)

🔹 3. Core Shop Setup

💰 These settings directly affect orders + revenue

💬 Script Block

Let’s quickly confirm a few key settings to make sure everything is working exactly how you want it.

✅ Cover

• Delivery fees

• Delivery areas

• Cutoff times

• Store hours

• Tax settings

✅ Internal Checkbox

• ☐ Delivery fee confirmed

• ☐ Hours confirmed

• ☐ Cutoffs confirmed

• ☐ Tax confirmed

🔹 4. Platform Capabilities Overview

🔥 THIS is where we differentiate + prevent “I didn’t know”

💬 Positioning Script

I also want to make sure you’re aware — your website is more than just a website.
It’s a full business tool that you can control.

🔽 Toggle: Product Management

You can add new products, update pricing, and even create your own custom arrangements or add-ons like balloons or gifts.

🔽 Toggle: Categories & Navigation

You can organize your products into categories like weddings, sympathy, or everyday arrangements — and control what customers see first.

🔽 Toggle: Homepage Control

You can update your homepage to feature specific products, highlight promotions, or adjust it seasonally.

🔽 Toggle: Delivery & Flexibility

You control delivery fees, availability, and even offer options like in-store pickup or flexible delivery.

🔽 Toggle: Promotions & Emails

You also have tools to run promotions, discounts, and marketing campaigns to help drive more orders.

✅ Internal Checkbox

• ☐ Capabilities overview provided

• ☐ Florist acknowledged understanding

🔹 5. eSAT Training Positioning

🎯 Avoid overwhelm, create follow-up opportunity

💬 Script Block

Today is just a high-level overview — I don’t want to overwhelm you.

If you’d like, we can schedule a one-on-one session where we walk through everything step-by-step and help you make updates live.

✅ Offer

• Future training session

• Support contact info

✅ Internal Checkbox

• ☐ Training offered

🔹 6. Engagement Questions

💡 Drives adoption + stickiness

💬 Script Block

I’d love to learn a little more about your shop so we can help you get the most out of the website.

✅ Ask

• “What products sell best for you?”

• “Do you run promotions today?”

• “Have you updated a website before?”

✅ Internal Checkbox

• ☐ Engagement questions asked

• ☐ Notes captured

🔹 7. Reinforce Support

💬 Script Block

We’re here to support you anytime — whether it’s making updates or helping you grow your online business.

You’ll always have access to our support team if you need anything.

🔹 8. Close & Ownership

✅ Creates accountability + confirms coverage

💬 Closing Script

Before we wrap up, I just want to confirm — everything we covered today makes sense?

You now have a full website, tools to manage your products, run promotions, and control delivery.

The next step is just getting comfortable using it — whether that’s exploring on your own or scheduling time with us.

✅ Internal Checkbox

• ☐ Understanding confirmed

• ☐ Next step agreed

✅ Final Call Completion Checklist

• ☐ Website explained

• ☐ eSAT access confirmed

• ☐ Google listing reviewed

• ☐ Core settings verified

• ☐ Platform features explained

• ☐ Training offered

• ☐ Engagement questions asked

• ☐ Understanding confirmed

🚨 Manager Note

📣 Expectation for Agents

• Do not rush past capabilities

• Do not assume knowledge

• Every call must clearly demonstrate we:
• Explained the platform
• Offered training
• Provided support