It is imperative that you follow the script exactly.

This ensures the orders are correct every time and protects you, the agent, from complaints.
You will be monitored on a regular, but random, basis. If you follow the script, you will
never fail a monitor.

Script lines in this presentation are shown in RED.

GREETING SCRIPT:
As soon as you hear chimes in your headset, begin your script. “Thank you for calling Pizza Hut, my name is
______________. Can I start by getting your telephone number with the area code first please?” Read it back to the
customer. “Is that correct?”

If the customer’s phone number is already populated, simply verify it. “Thank you for calling Pizza Hut, my name is
___________. I see you are calling from XXX-XXX-XXXX. Is that correct?

OCCASION TYPE: WILL THIS BE FOR DELIVERY, CARRY OUT OR DINE IN Always offer all 3 occasions.

CUSTOMER TAB: “Can I have a first and last name for the order
please?”
ASK FOR CUSTOMERS FIRST AND LAST NAME. READ IT BACK TO
VERIFY.

(Ask/Verify) For Carryout or Dine In orders ---If information populated verify store address and store landmarks
If store information is blank, ask “What location would you like to pick up at?” Pick a store and read landmarks and store
address to confirm
you have the correct location.
*****DO NOT ASK FOR ZIP CODES ON CARRYOUT ORDERS

(Ask/Verify) For DeIivery. If information populated ask customer to verify address and select dwelling code that
applies If store information is blank. input customer address and select dwelling code that applies. Gate
Codes, Alternate #’s & other Delivery Notes in “Special Instructions”

Occasion:
Delivery – “Can I get the delivery address please?”
Make sure you ask for the “delivery” address. Some customers may give you their home address out of habit. Read it
back to the customer. Verify that everything is spelled correctly with phonetic spelling.
This helps make sure that the order goes to the correct address and protects you, the agent, from complaints.

IF you OVERIDE AN ADDRESS, remember to use phonetic spelling to ensure accuracy, proceed with the
order and advise the customer that “Your address did not map to a store so we may not deliver but I will
override for a manager’s approval and if any issues the manager will call you back”

Carry Out: “Which store would you like to carry out from?”
Select PICK A STORE. The customer will most likely give you the city or street the store is located in/on. You must ask for
the state. This may flag with some customer who think they are calling the store and placing their order. If you are
asked, “Did I call the store?” or “Where are you located?” answer with this…. “I WORK IN THE CUSTOMER CARE OFFICE
AND I AM PROCESSING ORDERS FOR THE STORES IN YOUR AREA?”
• NEVER say “CALL CENTER”. • NEVER tell a customer that you work from home. (if applicable) • You may tell a customer
where you are based out of. (San Antonio or the city you live in is fine)

Once you have picked the store, VERIFY STORE ADDRESS AND READ THE LANDMARKS at the bottom of the
Pick A store screen. “Landmarks read”... Is that correct?” Always verify that you have selected the correct
store. After you have picked the store, the menu will update for that store.

Dine-In: “Which store would you like to dine in at?”

Select PICK A STORE. The customer will most likely give you the city or street the store is located in/on. You must ask
for the state. Always verify that you have selected the correct store and in the STORE INFO button verify the
store does have dine in. After you have picked the store, the menu will update for that store.

WHAT CAN I GET FOR YOU TODAY?

Do not assume the customer wants Pizza. Wait for them to order.

****If customer is looking for Specials. You may ONLY offer the TOP 3 listed on the greeting screen, offering specials
under coupons will result in AN AUTOMATIC FAILING MONITOR SCORE.****

If the customer orders: Pizza – List all of the crust types. “Would you like that on Hand tossed, Thin & Crispy or Stuffe
Crust or Deep Pan, for an extra charge?”

You must say Deep Pan!! “Would you like to add extra cheese for an extra charge?” (1st upsell)

Suggest Extra Cheese (ON PIZZA OR BREADSTICKS)

Mandatory upsells will change as time passes. Generally, it will be one dessert or appetizer and a drink. These will always
be published on the Greeting Screen and GigCX announcement emails. Below is an example. UPSELL IN ONE
SENTENCE!!!

“Would you like to add a Chocolate Chip cookie or Luziane Iced Tea/ 2 Litre of Pepsi to your order tonight?” (Final
Upsell)

****IF YOU DO NOT UPSELL THE MANDATORY ITEMS, YOU WILL RECEIVE AN AUTOMATIC FAILING MONITOR
SCORE.****

Summary: By summarizing the order correctly, you can catch any errors in the order, a customer can correct their order
or add last minute items. Read the entire summary on the Right Hand side. Include any special changes you made, ex.
Removed green peppers, extra cheese. “Is that your order?” or “Is that correct?”

Always quote the delivery / carry out time as approximate. ALWAYS READ THE TIME WRITTEN IN PURPLE!!!

Delivery: “Your expected delivery time is (time quoted on screen)” Del-timed: “Your expected delivery time is
(requested time)”
Carry out (Dine-In): “Your order will be ready at (time quoted on screen) or in about XX mins” Carry out-timed (Dine in):
“Your order will be ready at (requested time) or in about XX mins”

Payment Method - “Your total is $XXXX. Will that be Cash or Credit Card?” Asked on EVERY occasion. Read the
master total only, unless the customer specifically asks for the taxes and delivery charges.

Agents must always ask for payment method on every order. This is important even for carry
out orders.
If the guest says business check, split payment, delayed payment or Tax exempt you need to put a note in the special
instructions to give the store advance notice.

Credit Card (also applies to Debit Cards and Gift Cards): Input the information (do not read the credit card information
back to customer. If there is an issue with the credit card please ask customer to repeat) “I have submitted that
information, if there is any issue my Manager will call you back.”

Credit cards are not charged until the product leaves the store. If there is a problem with a customer’s card the store
manager will contact them. NEVER TELL A CUSTOMER THAT THEIR CARD WAS ACCEPTED!!!

Service fee for California stores – When system pops up advising Service fee- “Due to increasing cost of
business in California all order is subject to a service fee.” customer must legally be advised. Mandatory
for agents to advise. Failure to advise may result in end of contract

SCRIPT: Wrap up

Read off any information required to the customer. EX.

Delivery order: “Please remember our drivers only carry $20 in change.”
Credit Card (Delivery or Carry out): Over $30. “Card and holder must be present with ID”
Tax Exempt Customers: “Please have your tax exemption form with you”
Address Override: “Your address did not map to a store so we may not deliver but I will override for a
manager’s approval and if any issues the manager will call you back”
Service fee for California: “Due to increasing cost of business in California all order is subject to a service fee .”

PROCEED/ PLACE ORDER..

I HAVE PLACED YOUR ORDER. THANK YOU FOR CALLING PIZZA HUT AND HAVE A GREAT DAY/NIGHT!

LET THE CUSTOMER HANG UP FIRST!

Notes
• Keep a smile in your voice
• Don’t be afraid to ask how to spell something
*In the rare situation of a customer disconnecting with order being given and fully confirmed BUT payment method not
being verified, agent will place order with notes of unconfirmed order.
*In circumstances of customer disconnecting prior to full confirmation of order and payment, order will be abandoned
and cx name and phone # and reason for call abandon will be provided to the Chat Monitor
• If you override the address, do not tell the customer. Just let them know a manager may call them back to confirm
their deliverable address.
• Do not say things like “Have a good one” or “What can I getcha?” Keep your interactions professional and
courteous.