SCRIPT

It is imperative that you follow the script exactly.

This will ensure that the orders are correct every time and protect 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.

SCRIPT: Opening

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?”

SCRIPT: Customer Tab

OCCASION:
“Will this be for DELIVERY, DINE IN, OR CARRYOUT” POP UP “Will this be contactless?”

Always offer all 3 occasions - If CURBSIDE is selected, you will need to ask for Make/Model and color of the
vehicle

ORDER NAME
“Can I have a first and last name for the order please?”

Read the name back to the customer. Ask for proper spelling if you do not understand what the customer is
saying.

• 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.
This helps make sure that the order goes to the correct address and protects you, the agent, from complaints.
Ask for dwelling code “Is this a residence or business?”

• Occasion: 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 customers 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 SERVICE CENTER AND I AM PROCESSING ORDERS FOR THE STORES IN YOUR AREA.”
 • NEVER say “CALL CENTER”.
• NEVER tell a customer that you work from home.
• You may tell a customer where you are based out of. (San Antonio or TEXAS)
Once you have picked the store, 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.

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

After you have picked the store, the menu will update for that store.
Verify is store has Dine in Available. Ask how many in the party. Enter instruction in 3 places
1. 1st Address line
2. Special instructions
3. Comment under first order item

SCRIPT: Loyalty Reward program

Select the Loyalty button, if phone is attached to a Hut Rewards account you will Ask “I see you are a reward
member, May I please have you verify the email address?”
If no account is attached to caller number, ask “Are you a Hut rewards Member?” if they are, ask for the phone
number attached to their online account and Change the number. Verify the email address

SCRIPT: Order Entry Tab

“What can I get for you tonight?” Do not assume the customer wants Pizza. Wait for them to order.

• If the customer orders: Pizza – List all of the crust types. “Would you like that on Hand-tossed, Deep
Pan, Thin & Crispy?”
• You must say Deep Pan!!
• “Would you like to add extra cheese?” (1st upsell)
• If the customer orders breadsticks or breadsticks come with their order, upsell
cheese sticks. “Would you like to upgrade to cheese sticks?”

• Then upsell the mandatory items. Mandatory upsells will change as time passes. Generally, it will be
one dessert or appetizer by name and BOTH Pepsi and Luzianne Tea. Below is an example. Upsell in
one sentence!

• “Would you like to add an order of Cinnabon mini rolls or Luzianne Iced Tea and Pepsi to your order
tonight?”
****IF YOU DO NOT UPSELL THE MANDATORY ITEMS, YOU WILL FAIL YOUR MONITOR AS IT CONSISTS OF 23
POINTS OF YOUR TOTAL SCORE. MINIMUM GRADE TO PASS A MONITOR IS 85****
Give the customer time to give you the whole order. Do not cut them off to upsell.
“Does this conclude your order?”

SCRIPT: Summary Tab

REPEAT THE ORDER (with detail)
• 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 correct?”
TOTAL
• “Your total is $XXXX.”
QUOTING THE TIME
• Always quote the delivery / carry out time as approximate, around, about or estimated Delivery:
“Your estimated delivery time is (time quoted on screen)” Del-timed: “Your approximate delivery
time is (requested time)” Carry out (Dine-In): “Your order will be ready at about (time quoted on
screen).” Carry out-timed (Dine in): “Your order will be ready at approximately (requested time).”
ALWAYS READ THE TIME WRITTEN IN PURPLE!!!

PAYMENT METHOD
• “Will that be Cash or Charge?” Read the master total only, unless the customer specifically asks for the
taxes and delivery charges.
****DO NOT SAY “are you paying now or later?”
Credit/Debit Card (also applies to Gift Cards): Input the information and read everything back to the customer
to verify it.

“I have submitted that information, if there is any issue my Manager will call you back.”
Credit/Debit 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 AS WE
DO NOT KNOW IF THE CHARGE WILL GO THROUGH OR DECLINE, ONLY THE STORE CAN SEE THIS!!!

SCRIPT: Wrap up

Read off any information required to the customer. EX.

Carryout/Curbside: “Just remember you are pick up at (store name) at (Store landmark)”
***You must state landmarks Twice (2X) during the call for verification
Delivery order: “Please remember our drivers only carry $20 in change.”
****YOU DO NOT NEED TO REPEAT ADDRESS AT THE END
Credit/Debit Card (Delivery or Carry out) Card Disclaimer. “Please have credit card and ID ready for the driver or
cashier. The owner of the card must be present on all orders over $30.”
Tax Exempt Customers: “Please have your tax exemption form ready for the driver/cashier.”
End call: “THANK YOU FOR CALLING PIZZA HUT AND HAVE A GREAT DAY!”
LET THE CUSTOMER HANG UP FIRST!

Notes
• Keep a smile in your voice.
• Don’t be afraid to ask how to spell something.
• When in doubt, place the order. IF a call is dropped place the order and make a note in Special Instructions for
someone to call the customer back to confirm the order.
• 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.