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Florist phone script template (copy and paste)

InfiVoice ยท 2026-11-14

A flower shop phone rings while you are wiring a bouquet, and the caller needs flowers for tomorrow. Many will not leave a voicemail, they will call the next shop. A written script keeps every call calm and captures what you need to take the order. Copy the one below, change the bracketed parts, and use it with a person or an AI voice agent.

Before you copy it

Decide a few things first. Your hours, your arrangements and price ranges, your delivery area and cutoff time for same-day orders, how you handle pickup, your wedding and event process, your policy on substitutions and changes, and who answers questions the person on the phone cannot.

Keep one rule at the top. Quote prices and delivery fees only from your own list, and never promise a flower that depends on what you have in stock. When something is not certain, say who will confirm.

1. Greeting

> "Thank you for calling [Shop Name], this is [Name]. How can I help you?"

After hours, say so and stay useful.

> "Thank you for calling [Shop Name]. We are closed right now and open again [Day] at [Time]. Tell me what you need and I will make sure someone gets back to you."

2. Understand what they need

> "Are you looking for flowers for a gift, an event or for yourself?"

> "What is the occasion?"

> "Is it for delivery or will you pick it up?"

Write down the caller's own words. People describe the same bouquet in many ways.

3. Shape the order

> "Do you have a color or a style in mind, or would you like us to design something?"

> "What budget would you like to stay within?"

> "Is there a flower you love, or one to avoid, for example because of allergies?"

Only offer what your shop makes. If something is not available, say so kindly and give an alternative.

> "We may not have that flower this week. I would rather tell you now, and I can suggest something close."

4. Delivery details

> "What is the delivery address and the best day and time window?"

> "Who should we ask for, and is there a phone number in case the driver needs help?"

> "Would you like a card message with it? Tell me what to write."

Check the address is inside your delivery area. If it is not, say so and offer pickup.

> "That address is a little outside our delivery area. I can tell you who to ask, or you can pick it up here."

5. Same-day and urgent requests

> "For delivery today we need the order by [Time]. Is that still possible for you?"

> "I can confirm what we can do. Let me check and I will get back to you right away."

For funeral and sympathy flowers, slow down, be gentle and confirm the service time and place.

> "I am so sorry for your loss. Can you tell me the name of the service and the time it starts?"

6. Weddings and events

> "Congratulations. What is the date and the venue?"

> "Roughly how many arrangements are you thinking of, and what style?"

Do not quote custom pricing on the phone. Take the details and offer a callback or a consultation.

> "I will have [Name] call you to talk through the design and the details."

7. Change or cancel an order

> "No problem. What name is the order under and what is the delivery day?"

> "I can change the message, the date or the address, whichever you need."

If you have a change or cancellation policy, state it in your own words and follow it.

8. Goodbye

> "Thank you, [Name]. Your order is [arrangement] for [Day, Time] to [recipient]. If anything changes, call us at [number]."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers while you are at the bench, out on deliveries and after closing.

Start with the call flow. Paste the greeting, then add the questions in order: occasion, delivery or pickup, address, day and time, card message, name and phone number. Set weddings, events and sympathy orders as a branch that sends a message to the shop and promises a callback.

Then add a knowledge base with your hours, arrangements, price ranges, delivery area, same-day cutoff, substitution policy and pickup details. InfiVoice answers from that content instead of guessing.

Finally, test by calling it. Try a birthday order, a same-day request, a sympathy order, a caller outside your delivery area and someone changing an address. Fix the flow, then go live.

InfiVoice bills in credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to build and test the script. Pro costs $79 per month with 250 credits.

Frequently asked questions

What should a florist ask when someone calls to order?

The occasion, delivery or pickup, the address, the day and time, a card message, and the caller's name and phone number. Then repeat the order out loud.

How should the shop handle same-day orders?

State your cutoff time clearly and check it before promising. If it is too late, offer pickup or the next available delivery.

Can an AI voice agent take a florist's calls?

It can ask the questions above, answer from your hours, price ranges and delivery area, and pass weddings and sympathy orders to your team with the details. Decide in advance who follows up on those.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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