If you’ve ever noticed that your online orders are higher than your phone orders, you’re not alone. Most shops see the same pattern, and there’s a simple reason why.
When a customer orders online, no one’s there to talk them down from spending what they really want.
But when they call your shop, too often they’re met with someone who leads with price instead of value, or who unintentionally limits their options. If your phone team isn’t trained to guide the sale professionally, you could be leaving hundreds — even thousands — on the table each month.
The good news? A few simple changes can make a huge difference.
Start With a Confident, Professional Greeting
Your phone is a money-maker — treat it like one. A great first impression starts with clarity and confidence:
“Urban Flowers, this is Mary. How may I help you today?”
This confirms they’ve reached the right place and signals you’re ready to assist, not rush through the call.
Stop Asking the Wrong Questions
Untrained team members often default to:
- “How much do you want to spend?”
- “What did you have in mind?”
- “Have you ordered from us before?”
Each of these puts pressure on the customer or misses an opportunity to build rapport and upsell. Instead, train your team to lead the conversation with purpose.
Ask the Right Questions in the Right Order
Here’s the flow your phone team should follow for gift orders:
- Who are the flowers for and where are they going?
- What message would you like on the card?
- Did you have something in mind for your floral gift or would you like a suggestion?
Then, introduce your featured arrangement or shop special first, before working down to more basic designs if needed.
Sell Style, Color, and Emotion – Not Price
Customers call florists to buy beautiful flowers, not dollar amounts. They are calling you because “you are the expert,” and they need a problem solved. Use visual, enticing descriptions like:
“We have a stunning garden-style design in a hand-painted basket featuring roses, hydrangeas, and lisianthus in blush, lavender, and white. It’s our most loved birthday gift.”
Let the customer fall in love with the idea before you mention the price.
Give Customers Choices — It Increases Sales
Just like fast food menus, giving tiered options works. When someone asks, “How much are your roses?” respond with:
“We have a classic dozen of long-stemmed roses for $119 in a clear vase or a premium dozen for $145 in a frosted glass vase, available in red, pink, or yellow.”
When customers hear their options, they often choose the higher-priced one. Why? Because now they can picture what they’re getting. Always pause after giving choices so your client can think and make a decision.
Don’t Forget the Power of Specials
Pre-designed shop specials save time, boost efficiency, and improve profit margins. Make sure your team has scripts ready to describe these featured designs, and encourage them to lead with those options. Sell what you have!
Give Your Team Tools
- Create scripts for your shop’s best sellers (TeamFloral members have access to sales scripts and training videos)
- Use a quick customer history lookup during calls
- Role-play phone calls as part of training
- Track average order value by employee to spot trends
You Don’t Need a Bigger Ad Budget — Just a Strategy with Your Phone Team
Your staff doesn’t have to “sell” in a pushy way. They just need to lead the customer gently toward a choice they’ll be happy with. A trained phone team doesn’t just capture the order — they increase the order, improve satisfaction, and set your shop apart. They make the sales process helpful, personal, and memorable.
Need help crafting better scripts or setting up training? TeamFloral members can get personalized advice from our team — just give us a call anytime.
Keep doing beautiful work — and make every ring count.
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