The Pizza Hut Script is designed to allow a smooth flow for optimal customer satisfaction,

reduced errors and increased ticket sales for our Franchisees.

Adherence to script is mandatory. For details on each point see the Official Full Script.

Opening
Thank you for calling Pizza Hut, my name is ___________. I see you’re calling from XXX-XXX-
XXXX (If phone# populates in TMS)
May I have your telephone# starting with the are code first please? (If phone# does not
populate in TMS)
Please repeat the phone# back to customer to verify

OCCASION TYPE: WILL THIS BE FOR DELIVERY OR CARRYOUT (must ask for both occasions on
all calls)

Customer Info: May I have a first and last name for the order please?”

Occasion:
Delivery: May I please have your delivery address with City, State and Zip Code (once customer
provides the info repeat back to customer phonetically to make sure you have entered the
correct information)
Carry Out- Which store would you like to carry out from? Verify store address and store
landmarks in TMS.
DO NOT ASK FOR ZIP CODES ON CARRYOUT ORDERS

Would you like to hear the specials or are you ready to order?
Offer Top 3 specials from the greeting screen.
Pizza – List all of the crust types. “Would you like that on Hand tossed, Thin & Crispy or Stuffed
Crust or Deep Pan, for an extra charge?” “Would you like to add extra cheese for an extra
charge?” (1st upsell).

UPSELL IN ONE SENTENCE!!! (Final Upsell)

Get your Sizzle ON!! Great examples are Ice Cold Pepsi and Warm Delicious Cinnabon’s
Examples “Would you like to add a Chocolate Chip cookie or 2 Litre Pepsi to your order?”

Repeat and verify FULL order: Pizza size, crust type, toppings/speciality pizza, total and style of
wings/breadsticks, all items etc. must be repeated in verification.

Payment Method - “Your total is $XXXX. Will that be Cash or Credit Card?” Asked on EVERY
occasion.

Quote delivery/pick up time:

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

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

LET THE CUSTOMER HANG UP FIRST!

Important reminders:
 You must review the Greeting Screen on all orders
 You must ask for special instructions and alternate phone# on all delivery orders
 Contactless orders must be paid by Credit Card
 If order is over $30 and customer is paying charge, you must advise customer that card
and card holder must be present with ID.
 If customer is paying cash for a delivery order, you must advise customer that drivers
only carry $20 in change NO EXCEPTIONS
 If order is over $50, you must advise customer that store manager might callback to
verify order.
 Do not repeat any of the credit card details back to customer. If there is an issue with
the credit card, please ask customer to repeat back the information to you.
 If you are doing an override you must advise customer of the override policy
“Sir/Ma’am your address did not map to a delivery 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”

Steps to complete override:

 Click Cancel on the Street Lookup
 Select Override

 Go to "Pick a Store" and select the store that has the same zip code or closest zip code
to customer's zip code
 Select Cancel again on the Street Lookup
 Select Override again