BARTENDING TRAINING PART 2 OF 5
Course curriculum
-
1
Understanding Customer service, Hospitality, Sales and the Guest Experience
-
INTRODUCTION
-
EFFECTIVE GREETING
-
1. UNDERSTANDING CUSTOMER & COWORKER PERSONALITY TYPES
-
1. Narcissists
-
2. Passive-Aggressive Types
-
3. Gossips
-
4. Anger Addicts
-
5. Guilt Trippers
-
Now here are some very common personality types in the workplace,
-
6. Happy Go lucky type
-
7. The uncompromising One
-
8. Snobs - The not so popular ones
-
9. The Rebels:
-
NOW LETS HAVE FUN WITH THIS.
-
CUSTOMER SERVICE
-
Delivering 5 star customer service
-
1. Customer Greeting & Acknowledgement
-
Following are some examples of conversation openers:
-
2. Assessing Your Customers Want’s & Needs
-
In order to do this ensure you‘re:
-
4. Building Sales & Gaining Commitment
-
Below are some of the scenarios and methods used to help you ‘add on’ to your items per sale:
-
Store Downtime
-
How to Overcome Objection
-
So what do you do when this happens?
-
1. TRY TO NEGOTIATE
-
Selling Vocabulary Do’s & Don’ts
-
Vocabulary NOT TO USE!
-
HOSPITALITY
-
SERVICE GUIDELINES
-
YOUR GENERAL DEMEANOR
-
2.FINDING THE RIGHT PACE -
-
3.COMMUNICATING WITH MANAGEMENT
-
4.WHEN YOU ARE HAVING TROUBLE WITH ANOTHER EMPLOYEE
-
5.QUAD
-
6.ONCE YOUR SHIFT BEGINS
-
7.SETTING UP YOUR STATION AND SIDE DUTIES
-
8.PRE-SHIFT MEETINGS
-
SIX PRINCIPLES WE ALL LIVE BY
-
2. WE TREAT ONE ANOTHER WITH RESPECT
-
3.WE ARE ALWAYS LOOKING TO DO “MORE
-
4.WE CONSTANTLY COMMUNICATE WITH ONE ANOTHER
-
5.WE ARE CAREFUL
-
6.A HAVEN FROM THE OUTSIDE WORLD -
-
THE CULTURE OF YOUR ESTABLISHMENT
-
2.SELF
-
YOUR ESTABLISHMENTS SERVICE SYSTEM
-
2.SERVICE STANDARD
-
3. HOUSE RULES
-
4. MAINTAINING YOUR STATION AND TABLES
-
5. BE OUR GUEST
-
6. OUR VOCABULARY
-
7. FINAL SERVICE OBSERVATIONS
-
SALES
-
Be the Store’s Frontline Representative
-
Are You Prepared to Give Quality Service?
-
ARE YOU PREPARED TO GIVE QUALITY SERVICE?
-
Understanding Your Self-Assessment
-
Greet Customers in a Winning Way
-
1. Acknowledge the Customer’s Presence
-
2. Project a Professional and Friendly Image
-
3. Create an Opening for Discussion
-
4. Be Reassuring, Not Pushy
-
5. Include the Entire Shopping Party
-
OBSERVE EFFECTIVE GREETINGS
-
Create Customer Loyalty
-
MEET YOUR CUSTOMERS’ NEEDS
-
Beyond Products:
-
BUILD A CONTINUING RELATIONSHIP
-
Earning Customers’ Trust
-
GO THE EXTRA MILE
-
Add the Finishing Touches to Your Customer Service
-
EXPLAINING FEATURES AND BENEFITS
-
Customers may need your help when:
-
BUILDING THE SALE
-
Building Customer Loyalty
-
CLOSING THE SALE
-
Closing: The Most Important Part of the Sale!
-
COMPLETING THE SALES TRANSACTION
-
The Finishing Touches
-
CUSTOMER SERVICE, HOSPITALITY, SALES AND THE GUEST EXPERIENCE TEST
-