Ready-to-use scripts
Christmas & New Year Closure
Thank you for calling [Store Name]. We're closed for the holidays from [start date] through [end date] and will reopen on [return date] at [time]. If you have a question about an order, return, or exchange, please leave your name, phone number, and order details, and we'll get back to you on [return date]. You can also shop online at [website], where orders placed during the break will ship on [return date]. Wishing you a wonderful holiday season.
Thanksgiving / Black Friday Hours
Hi, you've reached [Store Name]. We're closed on Thanksgiving Day but will be open for Black Friday on [date] from [early time] to [late time] with special holiday deals. Our regular holiday season hours through December [date] are [hours]. For questions about product availability, leave your name and number and we'll call you back. You can also browse and purchase at [website] anytime.
Summer Sale / Seasonal Hours
Thanks for calling [Store Name]. Our summer hours are [days and times], effective through [end date]. We're currently running our summer sale with [discount or offer details]. Stop by during store hours or shop online at [website]. If you have a question, leave your name, phone number, and what you're looking for, and we'll return your call on our next business day.
Easter / Spring Closure
You've reached [Store Name]. We're closed for Easter from [start date] through [end date] and will reopen on [return date] at [time]. If you need to make a return or exchange, we'll be happy to help when we're back. Leave your name and phone number for any questions. You can also shop our [spring/Easter] collection online at [website].
Emergency Closure
Thank you for calling [Store Name]. We're temporarily closed today due to [reason] and expect to reopen on [return date] at [time]. If you have a pending order or need to arrange a return, please leave your name, phone number, and details, and we'll follow up as soon as we're back. For online orders, visit [website] or email [email address]. We apologize for any inconvenience.
Customization tips
Retail holiday messages should always mention your online store if you have one. Holiday closures don't need to stop sales. For Black Friday and holiday season, update your hours weekly if they change. Mention any sales or promotions briefly, but keep the focus on hours and how to reach you. Customers calling during a closure want to know when you're open, not hear a commercial.
Retail Holidays Mean Changing Hours, Not Just Closures
Retail stores face a unique holiday challenge. You’re not just closed or open. You’re operating on a shifting schedule: extended hours before Christmas, closed on Christmas Day, open again for returns the day after, Black Friday hours that start before dawn, and summer schedules that might trim a few hours off each day.
Each of these transitions needs a phone message update. A customer calling your store at 7 PM on a Tuesday in December wants to know if you’re still open tonight, not what your regular Tuesday hours are. Getting the message right drives foot traffic. Getting it wrong sends customers to the competitor who answers.
When to Use Each Script
Christmas & New Year Closure covers the days your store is actually closed. Most retail stores close on Christmas Day and sometimes New Year’s Day. Some close for a full week between the two. This message needs exact dates, the reopening time, and a mention of your online store. Holiday gift recipients calling about returns or exchanges need to know when they can come in.
Thanksgiving / Black Friday Hours handles the busiest weekend of the year for many retailers. The message should confirm you’re closed on Thanksgiving (if you are), announce Black Friday hours with the exact opening time, and mention any special holiday season hours that run through December. Black Friday callers are planners. Give them the details they need to show up.
Summer Sale / Seasonal Hours covers the slower retail months when many stores reduce hours. If you’re running a summer clearance or seasonal promotion, mention it briefly. The main purpose is still to communicate your current hours and how to reach you. Direct callers to your website for browsing and purchases outside store hours.
Easter / Spring Closure is typically a one-to-two-day closure. Keep the message short. Customers want the reopening date and time. If you’re launching a spring collection or running an Easter promotion, a brief mention is appropriate.
Emergency Closure handles weather events, power outages, or building issues. Customers with pending orders or planned returns need to know you’ll follow up. If your online store is still operational, say so. It shows the business is still running even if the physical location is temporarily closed.
Online Stores Don’t Close
The biggest advantage retail stores have during holiday closures is e-commerce. Every holiday message should mention your website. It takes five seconds to say “you can also shop online at shopname.com” and it redirects a meaningful percentage of callers to a channel where they can buy something right now.
During the Christmas closure specifically, gift recipients who want to browse exchange options can start online. Customers who want to check if an item is in stock can browse your inventory. People looking for store hours and location details can find them on your website.
If you don’t have an online store, mention email as an alternative for questions. Any path forward is better than “we’re closed, call back later.”
The Return Window Question
Holiday closures create anxiety around return policies. Customers who received gifts on December 25 and want to exchange them on December 26 may find you’re closed. If your return policy counts calendar days, some customers worry the clock is ticking while you’re on vacation.
Address this in your message if it’s relevant. “Our 30-day return policy for holiday purchases is extended through January 15” takes three seconds and eliminates a common concern. If your store doesn’t extend the window, at least confirm when returns can be processed: “We’ll be accepting returns starting January 2 at 10 AM.”
Holiday Hours Change Weekly in December
Between Black Friday and New Year’s Day, your store hours might change several times. Extended hours in early December, special hours on Christmas Eve, closed on Christmas, open for returns on the 26th, then reduced hours until New Year’s.
The phone message needs to keep up. This means updating it frequently, sometimes weekly. Assign one person to own the phone message and give them a calendar of every hours change. Automate it if your phone system allows scheduling. The goal is that a caller at any point during the holiday season hears the correct, current hours.
Never Miss a Holiday Shopper
Holiday callers are buyers. They’re checking hours, asking about stock, or planning a visit. A recording captures some of that intent, but it can’t ask questions, check inventory, or take a message with specific product requests. Safina answers holiday calls, asks what the customer needs, and sends you organized notes. A caller asking about a specific product gets a callback with the answer instead of leaving a voicemail that may not include enough detail.
At $11.99/month for the Basic plan, it pays for itself with a single captured sale. For stores with heavier holiday call volume, the Pro plan at $29.99/month handles 100 minutes.
Check our retail greeting scripts for daily phone handling and after-hours templates for regular evening coverage. The full script library covers dozens of industries and every type of phone script.
