Meet the customer's floristry needs

This standard covers meeting the customer’s floristry needs.  This will involve communicating with the customer, interpreting customer needs, reviewing options within the limits of your authority and knowledge, providing customer’s with the floristry options, answering customer questions and queries within the limits of your authority and knowledge, as well as maintaining knowledge of the pricing structure of flowers, plants and sundries within the floristry environment.

The customers within this standard could be customers placing the floristry order direct with the florist, agencies involved in ordering on behalf of a client, the customer receiving the order but not directly placing the order.

This NOS is suitable for a Junior florist.

1. Communicate with customer’s using relevant methods, to identify their floristry needs
2. Record the customer’s floristry needs using relevant methods available within the organisation
3. Identify and review the options available to meet the customer’s floristry needs, within the limits of your authority, referring to senior colleagues and suppliers when necessary
4. Provide customer’s with the options which match their floristry needs, communicating costs, time frames and any extra benefits
5. Offer the customer’s the opportunity to discuss and explore the options which match their floristry needs
6. Answer questions and queries from customer’s regarding the floristry options, referring any questions above your limits of authority or knowledge to a senior colleague or supplier
7. Use sales opportunities that exist across the seasons and peak periods within a floristry environment
8. Use the systems, equipment and technology available within the floristry environment to help meet the customer’s floristry needs
9. Confirm the floristry sale with the customer’s, following relevant organisational procedures and explain to the customer’s their consumer rights
10. Follow your organisation’s policies and procedures relating to customer services at all times
11. Maintain and store customer information securely in accordance with relevant legislation and policies and procedures of the organisation

Customer: the person placing the order, the person receiving the order, both.

Fresh Botanical material: Plants, cut flowers, cut foliage. 

Nomenclature: How botanical materials are identified using their genus, species and variety.

Senescence: The process of how botanical material mature once cut.