Peak Traffic
Four guests enter while you are serving one. FIRST action?
Acknowledge the new guests warmly so nobody feels invisible.
Guest says I’m just looking / Browsing . What do you say?
Of course, please take your time. I’m nearby if you need anything
Long payment queue
Acknowledge and thank them. Keep communication flowing : support packaging / retrieval / checkout where possible.
A guest says: I need a Christmas gift but I don't know what to buy. What should you do first?
ASK + DISCOVER — recipient, occasion, preferences and budget before recommending.
Your colleague is serving a guest. You notice another guest standing nearby waiting. What can you do?
Acknowledge the waiting guest and let them know someone will assist shortly.
Guest waited 5 minutes. What is better than Please wait?
Specific acknowledgement + realistic expectation.
Guest says You’re taking too long. What should you avoid?
Defending, blaming manpower, or asking them to wait without ownership.
A guest complains that nobody welcomed her when she entered. The boutique is extremely busy. How do you recover the experience?
ACKNOWLEDGE → APOLOGISE → ACT → FOLLOW UP. Make the guest feel heard and personally cared for.
Guest wants a gift urgently, but the BH immediately recommends a product without asking any questions. What is missing?
Discovery. The BH should understand the guest's need before recommending.
One BH is handling two guests while another BH is busy with gift wrapping. A third guest wants to pay. What should the team do?
Step in proactively. Support payment/queue management where possible and keep guests informed. Don't wait to be asked.
Three guests enter at the same time. You are already serving one guest, while another BH is doing gift wrapping. A third guest walks around looking confused. What should you do?
Acknowledge the new guest immediately: Hi, welcome! We’ll be right with you. Create visibility and ownership rather than leaving the guest wondering.
Guest says: I’ve been waiting for so long. Nobody even asked if I needed help! What would you say?
Avoid excuses. Start with empathy: I’m really sorry we kept you waiting. Thank you for your patience. Let me assist you now. Then take ownership.
I’ve been waiting for so long. I know it’s busy, but nobody even came to ask if I needed help.
Apologize sincerely, acknowledge the wait, assess the guest's needs, and provide immediate assistance or a solution.
Gift shopper has 10 gifts and 15 minutes. What 3 things first?
Recipient / budget / or occasion.
Step in proactively. Support payment/queue management where possible and keep guests informed. Don't wait to be asked.
Scan → Communicate → Support → Update. Allocate roles quickly, acknowledge every waiting guest, support the highest-pressure point and continuously update guests.
It is Christmas peak. 5 guests are waiting, one guest is asking many questions, another wants to pay, and one guest is looking for a gift. How would you manage the floor without making anyone feel ignored?
Prioritise + communicate + teamwork. Acknowledge all waiting guests, assign support, manage expectations, and keep each guest updated. Nobody should feel invisible.
Guest says: I’m just looking. Please don’t follow me around. What is the best response and follow-up?
Respect their space: Of course, please take your time. I’ll be nearby if you need anything. Do not hover. Re-approach naturally when there is a relevant opportunity.
Why avoid explaining manpower problems?
It can sound defensive; the guest needs ownership and a solution
A guest wants a specific Christmas gift, but it is out of stock. The guest looks disappointed and says, “Then I don't want anything.” How would you handle this without losing the guest?
First acknowledge disappointment → understand what they liked about the product → offer a relevant alternative → explain the benefit → check available options → close warmly. Don't simply say “No stock.”
Colleague serves two guests and a third waits. What can you do?
Acknowledge waiting guest, support retrieval, wrapping, queue or checkout.