First Impressions and Active Listening
This nonverbal behavior builds immediate trust and connection.
What is making eye contact
Encouraging a guest to purchase a higher-tier version of a product is called this.
What is upselling?
This goes beyond transaction and focuses on how a guest feels.
What is hospitality?
The process of calming an upset guest is called this.
What is de-escalation?
The total revenue a customer generates over time is called this.
What is customer lifetime value?
Restating what the guest said in your own words is called this.
What is a paraphrasing?
Suggesting a complementary product is known as this.
What is cross-selling?
Tailoring recommendations to the individual guest is called this.
What is personalization?
Lowering this helps reduce tension during conflict.
What is your voice?
A rewards-based system encouraging repeat visits is called this.
What is a loyalty program?
This balance allows you to be attentive without overwhelming the guest.
What is welcoming without hovering?
Presenting a higher-priced option first to influence perception of value is called this.
What is price anchoring?
Meeting a need before the guest asks, is known as this.
What is anticipatory service?
Demonstrating understanding of a guest's feelings is called this.
What is empathy?
The percentage of customers who return to buy again is called this.
What is repeat purchase rate?
Asking follow-up questions to better understand the guest's needs are known as these.
What are clarifying questions?
Focusing on outcomes rather than features is known as this type of selling.
What is benefit-based selling?
Building long-term customer relationships through data and follow-up is called this.
What is clienteling?
If a situation exceeds your authority, you should do this.
What is involve a manager?
The rate at which customers stop doing business with you is called this.
What is churn rate?
Mirroring back the emotions behind a guest's words is called this.
What is reflective listening?
This KPI measures how much each guest spends per transaction.
What is average order value?
This metric measures how likely customers are to recommend your business.
What is Net Promoter Score (NPS)?
This principle states that a properly resolved complaint can create more loyalty than if no issue occurred.
What is the service recovery paradox?
This foundational element keeps customers coming back.
What is a trust?