Support the customer's floristry requirements

This standard covers supporting the customer’s floristry requirements.  This will include engaging with the customer, interpreting customer requirements, investigating and reviewing the floristry options, informing customers of the floristry options, dealing with customer questions and queries regarding the floristry options, as well as maintaining a knowledge of the pricing structures, products, and sundries to help support the floristry business.

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 Senior Florist.

1. Engage with customer’s using relevant methods, to identify their floristry requirements
2. Interpret and record the customer’s floristry requirements using the relevant methods available within your organisation
3. Investigate and review the options available to support the customer’s floristry requirements
4. Utilise the information and research available within the floristry industry to support the customer’s requirements
5. Present customer’s with the options which match their floristry requirements, communicating costs, time frames and any extra benefits
6. Offer the customer’s the opportunity to discuss and explore the options which match their floristry requirements
7. Respond to questions and queries from customer’s regarding the floristry options, utilising information and research available within the floristry industry
8. Exploit the sales opportunities that exist across the seasons and peak periods within a floristry environment, to increase sales
9. Maintain pricing structures for flowers, plants, and sundries within the floristry environment to enable you to support the customer’s requirements
10. Utilise the systems, equipment and technology available within the floristry environment to help support the floristry requirements of the customer’s
11. Confirm the floristry sale with the customer’s, following relevant organisational procedures and explain to the customer’s their consumer rights
12. Follow the policies and procedures of the organisation relating to customer services
13. Maintain and store customer information securely in accordance with relevant legislation and policies and procedures of the organisation

1. The different communication methods available within your organisation to communicate with customer’s to help identify their floristry requirements
2. How to interpret and record the customer’s floristry requirements utilising relevant methods
3. The different requirements and priorities of the customer’s and the best way to respond to their expectations, this could include, cultural differences, budget, content, occasion, design style
4. How to investigate and review the options available to support the customer’s floristry requirements
5. Where to find information and research available within the floristry industry to support the customer’s floristry requirements
6. The features and benefits of the identified floristry options and their selling points
7. The importance of offering the customer’s the opportunity to discuss and explore the floristry options
8. How to respond to questions and queries from customer’s regarding the floristry options
9. The sales opportunities that exist across the seasons and peak periods within a floristry environment and how to utilise these to increase sales
10. The importance of maintaining pricing structures for flowers, plants, and sundries within the floristry environment to enable you to advise the customer’s
11. How to use the systems, equipment and technology available within the floristry environment to meet the floristry requirements of the customer’s
12. The importance of following the policies and procedures of the organisation and the current Consumer Rights Act when finalising the floristry sale
13. How to work within and support the development of the policies and procedures of the organisation relating to customer service
14. How to maintain and store customer information securely and 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.