Segments
What can you tell us about the Hot Deal Homebody?
They drink to relax and unwind
Prioritizes value
Not brand loyal and open to trying new products
What does the "S" stand for in SERVE? Give us an example!
The "S" stands for "Start the Conversation"
An example of this is "Hello/Bonjour, what can I help you find today?"
Within how many seconds should we acknowledge a customer and within how many seconds should we approach them?
Within 20 seconds of a customer entering the store we should be greeting them with a smile, a wave, a head nod, any gesture to show that we see them.
Within 90 seconds we should approach them with a bilingual greeting and an open ended question.
What is a feature and a benefit?
A feature is something that relates to the product itself, and a benefit is something that relates to the customer.
What can you tell us about the Ultra Uncomplicated?
They drink because they enjoy the taste
Consistent and efficient
Routine purchases
Stick to their regular brand
What does the first "E" stand for in SERVE? Give us an example!
The first "E" stands for "Explore: Understand the Customer's Why"
An example of this is asking "What is the occasion? Is it for a birthday? How many people are coming?"
What does it mean to "Serve to the Speed of the Store"
Serving to the speed of the store means that you're adapting your pace to meet the store's traffic and flow.
Serve people efficiently but not rushing.
Give us an example of how you can make the customer feel confident with their purchase.
"I've tried that one and it was really good!"
"That one sells out so fast, people really love it!"
"I think that will pair really well with the steak you're having!"
What can you tell us about the Daring Discoverer?
They typically pair alcohol with food
More outgoing and social
Brand conscious
Looking for what's new and trending
What does the "R" stand for in SERVE? Give us an example
The "R" stands for "Recommend"
An example of this is "The Sun Cruisers are a great option, they have lot's of flavour but are also light and are low in calories like you were looking for."
Present the product and offer features and benefits
Give us an example of a cash interaction, what should you say to/ask a customer when they come through your cash?
Example:
Hello/Bonjour
Did you find everything you were looking for?
Would you like to add a New Brunswick Lemonade today?
Thanks, we'll see you next time!
Can you tell us which segment you belong to and a segment that one of your co-workers belongs to.
Hot deal homebody
Experiential entertainer
Daring discovererer
Polished planner
Ultra uncomplicated
What can you tell us about the Polished Planner?
They drink with friends and family
Motivated by being a good host or guest
Shopping in all categories
Getting something for everyone
What does the "V" stand for in SERVE? Give us an example!
The "V" stands for "Add Value: Enhance the Experience.
An example of this is: "You mentioned about 5 people were coming, did you want to grab another case if people really like them?"
What does it mean to drop and serve?
When a customer comes into your store or into your area it is your responsibility to drop what you're doing and greet/approach that customer.
Give us an example of a feature and a benefit for Bailey's.
Lot's of possible answers...
This is our most popular liqueur around the holidays so it's sure to be a crowd pleaser.
What can you tell us about the Experiential Entertainer?
They drink for enjoyment
Curious and detail-oriented
They want to create an elevated experience
What does the last "E" stand for in SERVE? Give us an example!
The last "E" stands for Encourage the Sale: Close with Confidence
An example of this is: "I think that's a great choice, let us know how you like!"
Why should we not just say "Have a good day when a customer is leaving"?
Because we want to encourage future conversation and leave them with a reason to come back to our store, we want to set ourselves a part from agents and grocery by offering genuine and authentic customer service.
How should you respond if a customer doesn't take your recomendation?
Ask more questions!
Find out some more about what they're looking for and what about the product they didn't like.