This document provides policies and procedures for various aspects of operating a flower shop. It includes opening and closing checklists, steps for order taking, payment processing, delivery policies, and procedures for tasks like finding orders, editing orders, and closing out registers. The document is organized with headings for each topic and bullet points explaining the key steps to follow for various processes in running the flower shop.

1. 1
Policies and Procedures Manual
2014

2. 2
Table of Contents
Opening checklist pg. 3
Logging On & Punching In pg.4
Quickcash Sales pg.5
Step by Step Order Taking pg. 7
Payment pg. 9
-Emailing Receipt
COD Orders pg. 10
Future COD Orders pg. 12
Paying on Account pg.13
Sales Script pg. 14
Pick Up Procedure pg. 16
Finding an order in Visual Ticket pg. 17
Editing an Order pg. 19
Delivery Policies pg. 20
Delivery Tracking pg. 21
Processing Flowers pg.22
Plants pg. 25
Wire Outs pg. 26
Funerals pg. 30
Wedding Consults pg. 32
Pricing Product pg. 33
Closing Checklist Pg. 34
Light Map pg. 35
Closing Registers pg. 36
Gift Cards pg. 39
Silk Flower Arrangements pg. 40

3. 3
Opening Checklist
 Turn on all light switches and power strips. Lamps and power strips move
periodically, makesure you look around each roomto see if something is
not on.
 Check Voicemail on phone- press line 1 and then hit the messagebutton.
Return any calls that need attention.
 Log into visualticket on the server computer (OfficeComputer) and then
launch visualticket on all other computers.
 Pull the cash trays fromthe back office file cabinet and put into correct
register. Count money, there should be $130.00 in both drawers.
 Unlock and flip open sign over at 8:30 amon weekdays and 9:30 pm on
Saturday.
 Turn on stereo and make suremusic is playing. Open chromeon the right
computer and music should play automatically.
 Pull all the order tickets out and look through the days orders- some
might be AM’s or need to get out ASAP. Make surethe driver knows of
any time specific deliveries.
 Checks the Humidifier- fill if necessary. **USEReverse Osmosis water
ONLY**
 Sweep frontentry and vacuum, if necessary.
 Turn on the computer in the wedding room, log on and makesure you see
the desktop. - This allows a slideshow of our weddings to play.

4. 4
Logging onto Visual Ticket
Punching In & Out
 Use the Drop Down
menuto findyour
initials.
 Type in your
password
 Hit “ok“or enter
 Clickon the “Punch In”button
 Use the drop downmenutofind
your initials.
 Type in yourpassword.
 If you put inthe right password
the windowwill nowlooklike
this.
 PunchIn/Outby clickingonthe
button.
o If itsays “Punch In”and
youare leaving
(punchingout)- That
meansyoudidnot
correctly punchin.
o The bottom button
shouldalways
correspondwithyour
action
 On the main
punchin window
above itwill
alwayssay
punchin.it only
mattersif it’sin
the actual punch
in/outwindow
TO LOG OUT
HIT Ctrl and L
ALWAYS LOG OUT!!!!!
This will ensure that you
get credit for bonuses and
that you don’t get blamed
for someone else’smistake.

5. 5
Quickcash Sales
Quickcash is how we ring up customers who are shopping in the store and taking their
purchases homewith them. We aren’t delivering or making something for another day,
and they are not being billed (house accounts). This requires no customer information.
Start by logging in.
Then go to file, “Quickcash w/New Order”.
This is what you
will see

6. 6
Once you have completed ringing them up hit the paymentbutton.
See page 9 for step by step payment instructions.
***Use the TAB key to move through fields, it will highlight the entire field. IF you do
not use the TAB key be sure to double click in the field to enter price correctly.
Start typinginwhattheyare
buying.Make sure that the
“keyword”bubble isfilledin.
Highlightwhattheyare buying,
example above isarrangement.
Thenhitdone.
Fill inQuantity.
Fill inPrice withdecimal point
added.
If theyare buyingmore
than one itemclickon
“line item menu”and click
on “add item”. Thisis also
howyou remove anitem

7. 7
Step By Step Order Taking:
 Log in.
o Go To File- Click ‘Add a New Order’
Always start the order by getting customer
information If newcustomer
2. Ask forphone #,
area code first.
You mustgetthe
numberfirst,if you
skip to any section it
will lock the number
as 0000000000
1. If theyare a
returning
customersearch
for themby;last
name,account
number(phone
#), or company
name
*If returning customer-
glanceat this information.
It tells you whatthey spent
last time and whatthey
averagein a year.
*Glance at the notes/
memossection.
Sometimesthere will
be information to help
with yoursale.Also,
afteryou havefinished
the ordergoing back
and putting feedback
in the memo section
will help you in the
future.
This is what you
will see
3. Alwaysaskfor an e-mail address and
fill itinhere.Use a comma to add
multiple emails.

8. 8
o “Is this order for delivery or pick up?” -Select the proper item fromthe
pull down menu.
Work Right to Left
1. First,getrecipientinformation.
2. Alwaysget a phonenumber-
especially if it is outof town.
***Look updeliveryratesfor
addressesyoudon’tknow.(Change
deliveryprice if youneedto)***
3. Then,get the card message.
The card message isvery
important- itwill tell youwhat
wouldbe appropriate tosend.
*Checkspelling,capitalization,
punctuationandgrammar
4. Finally,talkflowers.Make
a suggestionbasedonwhat
the card says.You mighthave
to make a couple suggestions
until theyhearwhatthey
want.Referto the script.
5. Confirmwhatday they
needitsentand use the time
drop downmenuif itis fora
specifictime.
6. When youprintout the
orderhighlightanydelivery
specifications

9. 9
PAYMENT
 Click payment button
 Cash- enter amount tendered into cash field, it will calculate the correct change.
Count the change out loud back to the customer.
 Check- Click the #2 and enter the amount and the check number. Make sure to
write their driver’s license number and expiration date on the check.
o We do not accept out of state checks
 Credit Card- Click the #4. The credit card box will open. (pictured above) Click
NOW. Choose the correct option from the drop down menu.
 Credit cards get swiped on the keyboard.
 Debit and gift cards get swiped on the epad.
 Billed- for house accounts and trusted customers only. If they aren’t set up to
be billed the ‘3’ will be grayed out. Pictured above.
 **You cannot bill on a quickcash order. **
*After payment is complete hit accept and thankthe customer, use their name.
 Click Submit, LOG OFF (Ctrl + L), and collect the work ticket from the printer.
Highlight important information, like AM Delivery. If you took a specific order pull
any flowers needed from cooler and mark sold with the customer name and the
date it is due. Either give the ticket to a designer or put in correct day bin on the
wall in the office. not applicable to quickcash sales
Emailing a receipt

To e-mail areceiptcheckthe
‘email it’box inthe payment
windowandthenclickonthe
receiptbuttonrightbellow it.
***Make sure you have their
email intheircustomerprofile.
(pg7)

10. 10
COD ORDERS
COD orders are only acceptable for pickups that are vase or wrapped arrangements.
Boutonnieres, corsages, anything that we can’t take apart and use again cannot be
COD. COD orders are only appropriate if the customer is coming in THAT DAY.
Otherwise they needtobe billed. (SeeNext section) ALSO, Valentine’s Day & Mother’s
Day we DO NOT accept COD orders. We are too busy.
 Start the order like any other, getting customer information.
 In the drop down menu select “pick up”
 Continue the order as usual, follow the sales script.
 Click yes and print a hardcopy- this is what you will give the designers to work off
of.
Clickon #2, thenin the check# bock
type COD- it mustbe inall caps or it will
not work.

11. 11
Yes. Clear print request. This will stop a ticket from printing when they come in and pay
This is whatthe order will look like when you are done.
Close the ticket and log out.
When the customer comes, pull the order up through the browser window and go back
into payment.

12. 12
Future COD Orders
That is to say, Orders that will be paid for when they are picked up but are not for the same
business day as they ordered. When this happens you have to ‘Bill’ the customer. To Start, gather
customer information and take the order as you would for any pick up order. After you have finished
up with the customer- before you go into payment- you will follow these steps.
5. Click Save and then Exit on the customers profile.
Now Go to Payment and Click the 3 for the ‘Billed’ Line.
Submit the Order.
ON THE ORDER WRITE AND HIGHLIGHT THAT IT NEEDS TO BE PAID FOR ON ACCOUNT
1. Go back intothe customers’ profile
2. Clickon‘Setup’
3. Put a $1.00 Creditlimitinthe credit
limitline
4. Then Click‘Exit’

13. 13
Paying on Account
To apply a payment to an account you first go to ‘Administration’, then Use the drop down
menu to select ‘Customers’.
Use the Search button in the upper left hand corner of the pop up window to search for the
customer.
Next Click on the ‘Payment’ Button
Then, just like any other payment, you will select which tender they are using.
To Run a Credit Card, Press ‘Obtain Approval’ after selecting credit on the right hand side.
***A Customer Copy of a Receipt will not print unless you press the receipt button. If you
forget to do this, there is no way to go back in and print another receipt

14. 14
Everyday Sales Scripts
Answer the phone by the third ring.
“April’s Garden this is ________, How may I Help you?”
REMEMBER FOCUS- Color, size, placement, and container. Try to avoid talking about
specific flowers and ask the customer questions about
“Would you like to hear our specials?”
Birthday/ Celebrations
“Our most popular design for (a Birthday, store opening, new job…) is our April’s Signature
style, which is tall and one sided and is filled with a lovely assortment of bright and colorful,
seasonal flowers. This cheerful arrangement is perfect for home or the office and runs for $89”-
“Will that work for you?” pause
“We also have a fabulous bouquet that is filled with a variety of higher end blooms. They
will love this and it will really show them how special the occasion really is. This premium design is
$109- how does this sound?”
“Our classic (birthday/celebration) arrangement is our standard bouquet with a selection of
flowers in bright colors to enhance the celebration. Simple and beautiful, our classic bouquet is
$69”
Anniversary/ Romance
“Our most popular design to celebrate an anniversary is a combination of flowers in
romantic jewel tones, reds, hot pinks, fuchsias and purples. It is stylish, beautiful and $89- How
does that sound?”
“We also have a STUNNING bouquet that is sure to knock their socks off! A beautiful vase
filled with premium blooms in an elegant design. It is truly lovely and this spectacular design is
$149- how does that sound?”
"Our classic anniversary arrangement is beautiful and simple, it includes a variety of flowers
including a few roses. Our classic anniversary design is $69- how does that sound?”
Roses
IF a customer specifically asks for roses try this….
“We have a beautiful classic dozen arranged in a vase with complimentary accent flowers, it
runs $89, how does that sound?”

15. 15
“Our premium dozen is taken to the next level of beauty with the addition of higher end
accent flowers such as orchids and premium greens. This spectacular dozen runs $109- how does
that sound?”
Baby
“Our most popular design to celebrate a birth of a new little one comes in a novelty
container filled with blooms in pinks or blues with accent flowers and colors. It comes with a cute
ribbon and runs $89- how does that sound?”
“We also have a beautiful larger vase filled with premium flowers in soft pastels or vibrant
colors and is accented with delicate touches. It really makes a statement of celebration and runs
$109- how does that sound?”
“Our classic design to celebrate a baby’s birth is perfect for the bedside table at the hospital
or at home. It runs $69”
Tropical mix- 149
Seasonal April’s Signature- 89
Perfect Pair, roses and lilies- 89 for half dozen, 109 for full dozen
All Lilies- 69
Hand tied, short cut dozen roses- 69
Proper descriptive words
Instead of small: Petite, Classic or Cute
Instead of medium: Popular or Deluxe
Instead of large: Premium, “Knock their socks off”
Instead of nice: Lush, gorgeous…
Be Creative
Add on Items
After you take their initial order, before telling them their total you should ask them about
sending a special something (avoid saying add on)a long with the flowers.
“Would you like to send a long: a special birthday treat, an extra token of love, something to
make that smile extra big….?”

16. 16
Pick up Procedure
When a designer is done with a pick up order;
 Write the name on the order on the cooler door.
o Indicatewhether it is paid for or if it is a
COD.
o Also make note of the date of pick up
 Then the order is to be put on the table next to the
cooler door.
o If it is a pick up for the next day and it is an
arrangementit should be put into the
cooler.
 The ticket should be attached to the completed
order
When the customer comes to pick up their order;
 Firstlook on the side table for the order
 If it isn’t there look in the cooler
 Look over the ticket and make surethey are
getting whatthey ordered, also check to see if they
need to pay or not.
 This should be indicated on the ticket
AND on the door
 Put their arr. In a vasebox with care instructions
and flower food.
 Offer to help them to the car or get the front door
for them
 Erasetheir name fromthe door and put the ticket
fromthe order in the “today’s orders” box

17. 17
FINDING AN ORDER
Important for people with COD orders or if someone has a question about an order
 Log in.
 Go to File “Open Order
Pad”
1. Clickon
“Browser”
2. Click“Search”

18. 18
 Either way you search, highlight (by clicking on) the order you want to see.
 Clock on the ‘Done’ button
 Once you have hit ‘Done’ the search window will close and the order you selected
will be highlighted (note that only the date is highlighted, that is enough)
 Click on the ‘Go To’ button and the order will load in the background.
 Then click ‘Done’ to close the browser window.
LOG OFF WHEN DONE
SEARCHINGBY SENDER’SLAST NAME
SEARCHINGBY RECIPIENT’SNAME
-Eitherfirstorlast name

19. 19
Editing an Order
 If it is the same day the order was taken edits are very simple.
 Click on the little arrow button to un-submit.
 Make any edits you need to- changing delivery date, changing address, changing card….
 If you change the card or if the order is completely different you will need to print out the
ticket again.
 To re-print check the ‘Work Ticket Print Request’
 If it is onlychangingthe deliverydate there isnoneedtoreprint,justmake sure tonote it on the ticket.
 Also if you DO print out another ticket make sure that the other ticket is ripped up and used as scrap
paper- no duplicate orders.
ONCE DONE ALWAYS HIT SUBMIT AND LOG OFF!!!!!

20. 20
DELIVERY POLICIES
 Always get as much information as possible when taking an order
o Home phone AND cell phone- even if in town.
o Is there a gate code?
o Can we leave it on a covered porch?
o Do you know what time they will be home/at work?
 Read the address and the phone number back to the sender
 We must get phone numbers for all out of town deliveries.
 Always read back the phone number
 Always check the delivery book and ask questions.
o There are multiple “Oak Drive”.
 Ask the sender which one? Rafter J? Bayfield? In
Durango?
 ALWAYS NOTE WHICH ONE.
 When taking an order for Mercy Hospital always ask if the sender knows
what room the recipient is in. It’s ok if they don’t know, but it makes the
delivery go faster if we know.
 We are happy to pick up; chocolates, gift certificates, wine, gifts found at
other stores and deliver them WITH our flowers.
o They sender must call and pay for whatever gift we
are picking up.
o We charge an additional delivery fee of $10.95 for
every stop. In town only.
 When taking an order for a business always get all the details
 Suite numbers, floor numbers, business name
Double checkthe deliverydate andif it
needstobe deliveredata specifictime
Highlightanyunexpectedinformationon
the work ticket
Anyextrainformationthatisimportantfor
the drive shouldbe writtenhere.
Highlightanyinformationonthe work
ticket.

21. 21
Delivery Tracking
Delivery Tracking is a feature on visual ticket that allows us to look at deliveries for any
given day. It is important to check the delivery tracking and understand how the day is
shaping up.
This is how you check deliveries.
Log in.
Find “Operations” on the tool bar, click on that and go down to “Delivery Tracking”
Thisis how manydeliveriesare left
See how this is highlighted?
That means it has a specific
delivery time

22. 22
Processing Flowers
First and foremost- if ever unsure about what to do just ask. It is better to ask and do
it right then to guess and hurt the flowers.
o BEFORETHE FLOWERS ARRIVE
o Preparea variety of tall and shortbuckets. Do this by firstfilling empty
pitchers with plain water. Pour one scoop of powder flower food into each
bucket and pour the plain water into the bucket. ***Some flowersrequire
a differentbucket, food or pouring method. The nextpage will go into
further detailaboutthose flowers.
o Itis very helpful to keep any available pitcher filled with plain water,
continually filling them as you use them helps processing go a lot faster.
o Clear off the processing table, you want as much spaceas possible.
o If you know tropicals or hydrangea arecoming fill the left side of the sink
with tepid water. Make surethe sink has all debris cleared out.
o KNOWING YOUR FLOWER FOOD
o White, powdered food is found under the processing table. One scoop/1
oz of food to 1 gallon of water.
o HydraPLUS is for Orchids, Hydrangea and Roses. 1 oz to 1 gallon of water.
o HydraQUICK is “Quick Dip”. Itis primarily used by designers, but some
flowers requireyou to dip the stems in quick dip before putting it in a
bucket or vase.
 Only pour a couple tablespoons (eyeball it) into a small cup or vase.
o AquaPLUS is “vase” flower food. Two pumps per galloon
o BUCKETS
o Tall and shortblack buckets are used for the majority of product. When
using, cleaning and stacking buckets NEVER stack the two sizes together.
Always keep them separate.
o Tall Fluted buckets are for lilies and lilies only.
o ShortFluted buckets are excellent for shortproduct, like tulips.
o Proconos arethe rectangular buckets, good for hydrangea and greens.
o There are other miscellaneous buckets, sometimes flowers come in weird
amounts or shapes, usediscretion and pick the right bucket based on the
length of the stem. NEVER CUT A FLOWERTO FITA BUCKET, ALWAYS FIND
A BUCKET THAT FITS THEFLOWER.

23. 23
o WHEN PROCESSING
 The bloom of the flower should never be in the bucket, if the blooms
are below the top of the bucket find a shorter bucket.
 IF the stems have leaves low enough on the stem to be in the water,
those leaves should be stripped off. Example being a snap dragon.
 RULE OF THUMB; IF YOUCAN’T FITYOURFISTBETWEEN THE
BUCKET AND THE PRODUCT, ITIS TOO CROWDED.
o The majority of flowers will receive the simple “chop and drop” treatment.
Cut off the plastic, clean any lower leaves off, chop about an inch off of the
bottom and then drop into a prepared bucket. However, the following
flowersneed special treatment…
o Lilies- tallfluted buckets, 1 ½ gallons of water. Chop & drop. Limit 2-3 bunches
per bucket, depending on size. (Asiatic lilies are more likely to be able to hold
three bunches)
o Roses- 5 Gallon buckets, two gallons of water and 2 oz. of HydraPlus.
o Take off plastic, cut off rubber bands, LEAVETHE CARDBOARD/PLASTIC
PROTECTIVEWRAP ON. Chop & Drop. 2-3 bunches per bucket.
o GerberaDaisy- Prepareblack buckets with plain water and a few drops of
bleach. Each gerber gets a green straw and a hand cut. Do not use clippers, only
a knife. Do not over crowd them, use multiple buckets if need be.
o Orchids- Fill the left sink with tepid water- a little over half way with water. Cut
off plastic and rubber bands. Place in sink to soak. If thereare a lot of orchids it
may take a few rounds- do not forceall into the sink if there is more than 4. Soak
for 15-30 mins. PrepareVASES with HydraPlus. Mix 1oz. of hydraplus into a
gallon of water (pour food into pitcher), then fill glass vases with the food. Give
each orchid a hand cut with a knifeand quick dip them.
o Cymbidium and Oncidium orchidsdo notget soaked, they do get hand cut
and quick dipped.

24. 24
o Other Tropicals- soak theheads for 15-30 minutes. Chop and drop into the
appropriately sized bucket. Food is optional.
o ANTHERIUMS do notsoak, they do get a hand cut and put into a vase.
o Birds of paradise do not soak and can be chopped and dropped.
o All typesof protea do notsoak and get chopped and dropped. These are
the only tropicalkept IN the cooler
o ALL TROPICALS stay out of the cooler.
o Hydrangea- The heads of the hydrangea soak like the tropicals- however they
soak longer, 30-45 minutes. Preparea procono (squarebucket) with warmwater
and hydraplus- 3 gallons of water and 3 oz. of food. Chop & Drop the hydrangeas.
YOU MUST WAITFORTHEMTO DRY BEFORE PUTTING INTO COOLER. They will
turn brown if they go into the cooler soaking wet.
o Ranunculus, poppies, scabiosaand other delicate flowers- They get a hand cut
and put into vases with flower food.
o Tulips- leave the plastic wrap around them. Chop and drop into plain water.
Make sureto use shorter, wider buckets.
o Hyacinths/flowers withbulbs still attached- do notchop or cut bulb flowers.
Put them into a vase.
o Calla Lilies: Fillbucket with only a few inches of food water, chop and drop.
Make sureto measure out the food in the pitcher before pouring into the bucket.
o Greens: Chop & Drop into plane water, in the appropriately sized bucket.
If there is more than three bunches use a procono.
AGAIN, if ever unsure about what to do just ask. It is
better to ask and do it right then to guess and hurt the
flowers.

25. 25
Plants
 Basic Prices;
o 4”- $15.00
o 6”- $30.00
o 10”-$45.00
 These prices reflect basic plants, blooming or green, that are
in a quick wrap container. If the plant is in an actual container
(Onefrom our stock that we put it into), has a bow, gets
decorated in any way- the price will increase.
o Every day the plants need attention
 Check if they need to be watered, put your finger into
the soil to check. Most plants don’t like to sit in water
so try not to over water- a good way to double check
yourself is to look through the plants AGAINafter you
have watered/checked all plants. If it is sitting in a lot of
water bring it to the back and dump out the extra
water. On the other hand letting plants dry out too
much will cause them to wilt and gives bugs the chance
to make a new home. (succulents can dry out much
more between watering)
 Always look over all the plants, trim off any dried or
brown leaves and clean up dead blooms. If a plant is
looking unhappy bring it back to the work room.
 Orchids get heavily misted with a spray bottle every
other day.
 The air plants need to be soaked in a bucketof water
twice a week.
 The plant area gets dirty quick, make sureto sweep,
wipe, or vacuumas needed.
 Price tags fall and get knocked off frequently; make
sureall plants areproperly priced. If the Price Tag is
gross, replaceit. Price tags on plants get water logged
all the time, it is ok to throw away bad price tags.

26. 26
WIRE OUTS
Step 1- Talking to the Customer
 Wire out order is when wesend an order to another flower shop in another city,
state, country…
 Start by letting the customer know that we don’t know whatanother shop has in
stock, and that we will do our bestto get what they want to the recipient.
Keeping it broad and general helps with success. Colors, shape, feeling- these are
descriptions we can work with. If they have something specific in mind, make
sureto get a second choice for the receiving florist to work off of.
 Also make surethey know that there will be a $10.00 servicefeeadded on top of
delivery and flowers. It’s a real bummer when you have spent so much time with
a customer trying to get all the details right- and then you ask for paymentand
they are shocked and cancel the order.
 If they seem really picky and/or don’t wantto pay so much- give them the option
of looking up a florist in the zip code they are sending to. That way they can call
the floristthemselves and get exactly what they want.

27. 27
Step2- Wiring out the order
 Start the order like any other, getting customer information.
 Then go to the drop down menu and choose‘wire-out’.
 Take order as usual, getting the recipient information, including phone number.
Card message and order details.
 Take their payment and send them on their merry way.
o After we have receivedpayment we start the ‘wire out process’….
 On the item line there are folders- ‘prep’, ‘card’, and ‘delivery’. And
when doing a wire out there is a folder that says ‘Wire’.
 Click on the ‘wire’ folder. A window will pop up.
Continued on Next Page

28. 28
 Click on the ‘DIRECTORY’ button.
 Things can get tricky here so take it one step at a time.
*it is possiblethat when you hit directory a window will pop up that says “the tel
directory does not contain a matching shop”
Hit OK.
Then another window will pop up asking if you would like to change the directory city.
HIT NO. Itwill take you to the city you were originally searching for.
***This happens because- for some reason- there isn’ta zip code associated with some
cities. And the computer gets confused
Continued on next page…..

29. 29
o The correct city should be highlighted in green. If it is a shop we have used
before and have had good results with, it will be highlighted in yellow. If it
is a shop we have had trouble with it will be highlighted in red.
o If there is a preferred shop (yellow) choosethat one. If not, go through the
choices in green and chooseone. Generally pick the one with the highest
minimum.
o Highlight the floristyou wantto use, hit accept, hit accept again on the
next window. And then hit save(if it is visible). There will not be a submit
button until the wire out has been accepted by the other florist. So close
the order and keep an eye on the printer.
o The printer will eventually shootout a dove order sheet; this does not
mean they have accepted it. Itmeans they havereceived the order. If they
refuseit, another sheet will print out with a reason.
 You musteither find another florist- going back to the order in visual
ticket and re-clicking on the wire folder or find another florist- or
tweeking the order so that it works for them. I.E. they need more
money or another option- this step may require calling the sender.

30. 30
FUNERAL PRICE SHEET
*all prices subjective to what flowers are used
Funeral arrangement (in a vase):
Standard- $69-$89
Most popular-- $89-$109
Large deluxe tribute- $159-$259
Standing Easel Spray:
Small- $109-$129
Standard- $169-$199
Deluxe- $249-$300
Casket Spray:
Small- $199-
Standard- $275
½ casket- $350
Full Casket- $700
Cross:
Small, Moss and Flowers- $125
Small, with all flowers- $250
Standard, Moss and Flowers- $150
Standard, with all Flowers- $300
Deluxe, Moss and Flowers- $200
Deluxe, with all Flowers- $350
Wreath:
Small, with moss and few flowers- $175
Small, with all Flowers- $275
Standard, with moss and few flowers- $325
Standard, with all flowers- $325
Deluxe, with moss and few flowers- $475
Deluxe, with all flowers- $575
Heart:
Open, with moss and a few flowers (small) - $150
Open, with all flowers (medium) $250
Open, with all flowers (deluxe) - $350
Solid, with moss and few flowers (small) - $300
Solid, with moss and few flowers (standard) - $450
Solid, with moss and few flowers (deluxe) - $550

31. 31
Funeral Fact Checking
 Get as much information from the first sender as possible; name, first and last spelled, times,
churches….
 After the first order, check durangoherald.com obituary section for more info.
 Call Hood Mortuary (speed dial), and ask for all/ any info they have for the deceased, including
name spelling. Also if hood is involved ask when they would like the flowers dropped off.
*make sure to get the name of the person you are talking to.
 If hood is not involved, call the church where the service is being held. Ask them the same
questions you would ask hood. *make sure to get the name of the person you are talking to.
Funeral Dry Erase Board
 Once you get all the facts for the funeral, go to the funeral dry erase board and write out all
the information. That way when other people call to order flowers we already have all the
information we need.
 It also helps the drivers, designers and the people ordering flowers know what is in store for
that week. Some funerals become as big as weddings and require extra time and care.
Pulling flowers
 If someone orders something specific and we are not special ordering flowers it is YOUR
responsibility to pull and mark the flowers from what we have in stock. If you aren’t sure how
much or what to pull, ask.

32. 32
Wedding Consult Scheduling
 Congratulate them on their upcoming wedding
 Check our availability on the bride’s wedding date.
o Weddings are marked with tally marks on the large calendar in the
office.
o General rule of thumb, only 4 weddings per weekend. However
there are exceptions. Ask Natalie or Amy if we can fit another in.
 Usually we can, especially if they only need a bouquet
and a boutonniere.
 Get Bride’s Info
o Name:
o Address, atleast a hometown:
o Phone number: (Read it back to them)
o Email:
 Ask The bride if she is on pinterest- get username
 Ask bride to give you an idea of the size of her wedding. Justbouquet and
wearable’s, or full blown event with centerpieces and so on…
 Check events in google calander and make event in google calendar for the
consult. Put all of your notes on the wedding in the event info on google.
(aprilsgardendurango@gmail.com, password: longsight)
 Make sure there are at least 2 people on the schedule whenyou’ve
scheduledthe consultation!
*****Avoid scheduling consults between5-6 onweekdays and on
Saturdays. You must talk toNatalie or Amy if that is the only option and
get their approval.
******NO CONSULTS ON FRIDAYS DURING THESUMMER WEDDING
SEASON********
Our pinterest account is April’s Garden and our user name is April’s Brides

33. 33
Checking in new Product
Always check in new inventory againstthe invoice and let a manager know
if we are missing anything that is shown on the invoice.
Report damaged productby writing it on the invoice and alerting a
manager.
Pricing Product
When pricing product always usethe price tag gun and place price tags on
the back or bottom of a product. Never put price tags on the front or top
of a box or product.
Merchandiseshould be priced with a 2.5xmarkup, rounded to .50 or .95
Flowers should be priced with a 3.5xmarkup, rounded to the nearest
dollar.
Plants should be priced with a 3x mark up, rounded to the next $5 or $10 –
if it is put in a container add container price on top.

34. 34
Closing Checklist
 Lock Front Door
 Double Check that Front Door is Locked
 Flip Open/Close sign- (The Electric Open Signs are on
Timers)
 Turn Off Lights
o See Map on Next Page
o Also note that the store gets rearranged frequently,
lamps and the like get moved around.If it does not
have an energy saving bulb in it, it needs to be
turned off
 Turn off Pandora and Stereo
 Close Down The Registers and perform the Server
Shutdown(detailson page 34-36)
 If the Sign Board is out, bring it in
 In the summer/ When it is > 75 degrees- Open the floor
windows in the front room, work room, and kitchen
 Sweep front entry and vacuum, if necessary.
 Checks the Humidifier- fill if necessary. **USE Reverse
Osmosis water ONLY**
 Lock the Back Door when you leave

35. 35
1. Front Wall Switch- Lowerleft
switchonly
2. PowerSwitchUnderJewelry
Case
3. Wall Switch
4. PowerStripUnderTable
5. Wall Switch
6. UnplugChandelier,behindcard
rack
7. Wall Switch
8. Wall Switch
9. Front ClosetWall Switch
10. Wrap Room Wall Switch
11. Work RoomWall Switch#1
12. Work RoomWall Switch#2
13. Office Wall Switch
14. CoolerWall Switch
15. KitchenWall Switch
16. DeliveryWall Switch
17. Back Office Wall Switch
18. Turn off HallwayLights& Turn
on Back Door Light
19. Switch in DisplayCooler

36. 36
End of Day Z-out Closing Instructions
This First Part is for
Station 4 (the right one)
1. Go to Administration,drag down
to Balance Utility
2. In the upperrighthand corner
youwill click “Station4:All
Sessions”
3. ThenClickUpdate,RightBelow
4. Nowyou will
“Count Cash”- a new
windowwill popup,
hitYes, Clear Cash
Count File. Andthen
count all moneyin
drawer.You only
needtoput in
quantitiesof money,
not the monetary
amount
5. We alwaysleave
130.00 in the drawer.
So if it is overthat
amountwe needto
take moneyout.
Thisis where you
type inthe amount
youare takingout.
If you put inthe right
amountthisshould
read130.00

37. 37
For Station3 (the Left one)- Do not change any of the radio buttonsinthe upperrighthand
corner.Insteadyouwill clickon the 1 buttonnextto GL Transactions & checkthe Include box at the end
of the line.
-Now Click Update
RepeatSteps4 & 5 frompreviouspage
On thiscomputerwe clearout the checksand creditcards. Youjust need tofill inthe boxessothey
zeroout at the bottom
Justcopy the amountin
the brownbox intothe
greenboxes.
*Remembertocountthe
checksand make sure the
amountin the check
columnmatchesthe
amountwe have in checks
If done correctlyit should
read0.00 at the bottomof
Checks& C_Cards columns

38. 38
Once you have completed all those steps it is time for the “Z” Report.
Click on the Z Report Button
Click Save/Exit and close down visual ticket on all computers excluding the one in
the main office.
Wrap The Z Report around the day’s receipts and work tickets, staple them
together and out at the back of the pile in the daily ticket box in the back office.
Server Shutdown
Go to visualticket on the computer in the main office.
Go to file, SERVER SHUTDOWN.
After Server Shutdown is complete, re-launch VisualTicket and Punch Out.
Use the Pull Downmenu
to select8.
ThenClickon “Z” Report
Printthe “Z” Report.

39. 39
Gift Card Sales
To LOADa gift card:
Use Carry type of line item sale and type in Gift Card in the Keyword field. Click the “Status”
button at the end of the line. There you will see where you can enter an amount to load the
Gift Card. The Inventory item “GIFTCRD” is automatically selected.
It will then prompt you to swipe the gift card on the keypad to load the amount.
Place the gift card in an envelope and give to the customer.
To CHARGE sale on gift card/redeem gift card:
To redeem gift cards, you MUST do an Account Sale i.e. set-up an account for the customer if
they don’t have one already. Set-up includes the customer’s name, phone and address. You
cannot do a “Quickcash Sale” for gift cards.
Enter the amount of the purchase in the Credit Card field: Hit NOW and then use the
TranSentry Menu to select “Pre-paid/Gift” instead of credit card and use the swiper to run the
gift card.
If the customer is going to pay the remaining balance with a credit card – go into their account
and do a payment on account for the remaining balance and “bill” them on the order.
To CHECK BALANCE on gift card:
To find the amount remaining on a card, go to the website on the back of the card and enter
the Card number to get the amount remaining and charge that amount to the card. Open the
order pad to new sale: enter

40. 40
Silk Flower Arrangements
Most times we CANNOT do a silk arrangement the day it is ordered. Only a few
designers are able to do silk arrangements- so check the schedule and ask a
manager for help with that.
Customers pay for silk arrangements after they are made- to help them get an
idea of how much it will cost the equation is: $50 an hour plus materials.
Silk arrangements are more expensive than fresh ones.
Also, we do not get new silks in very often. So what we have is what we have.