Serve like Royalty
Greeting a guest that just entered Delysees
1) Acknowledge & Welcome the guest
2) Invite them to let their eyes eat first by focusing on the display.
3) Leave an open comment to give them the space and comfort
4) Give a small fun fact about the brand or offerings as an invitation to conversation
Turn a single macaron order into a macaron box sale (Words only)
-describe the various flavours and their uniqueness
- show them how beautiful the boxes are enhancing the luxury appeal of the products- emphasize sharing
- emphasize lightness of a single macaron (meaning you can easily eat more)
A guest says, "This looks smaller than I expected." What do you say?
- Emphasize value, flavour, pairing texture etc.
Describe a chocolate dessert using at least 3 senses.
Texture, taste, smell, sight,
Role-play welcoming an ambassador who wants privacy
Must include: 1) Your excellency
2) no fawning, can ask a general question or two but NOT to do with their job.3) Seat them in the back of the delysees, and offer to put together a table or two if needed for additional guests. Ask them if there is anything else you can do to improve their privacy
4) Move other tables away
Say a line ha makes a guest feel important without sounding fake.
What is a genuine compliment from a direct observation about the guest?
Write/Say a sentence that adds a drink onto a dessert purchase
- emphasize the flavour pairings
Someone looks unhappy but won't explain.
- Observe the guest- provide an example
Suggest a desssert for someone who "doesn't like sweets"
- Ask what they don't like about sweets
- offer a salted caramel option that is more on the savory side
-offer an alternative
-mention that Delysees desserts are not "sticky" sweet but generally well balanced and not overwhelmingA guest walks in saying "Abbis told me to get whatever I want for free".
*Assuming you're skeptical*
Must be charming, warm and professional when answering.
1) Confirm with Abbis, Jess or Parker directly, ask the guest their name.
2) Communicate that you weren't informed of them coming in, and ask for a few moments to talk to abbis. (Assume you cant reach him)
3) Apologize that you are not authorized to make such decisions, but that you'll be happy to take their phone number down so that you can pass it along to the manager.
Role-play how you'd respond to: "I'm just looking."
Requirements:
1) don't be pushy
2) Say a fun fact about the desserts
3) Invite them to ask any questions or that you are eager to recommend items based on their personal preferences.
A guest hesitates at price. Respond with confidence and value.
- emphasize luxury, exclusivity, quality of ingredients.
- Bring in brand story- all hand made in Toronto, sourcing etc.
They're annoyed you're sold out of their favourite item.
1) apologize
2) Offer alternative and explain WHY it's a suitable alternative
3) Offer to take their information down to inform them when it comes back in.
4) thank them for their feedback and let them know where/who you'll be communicating it to.
BONUS: Mention NOT using the Gen Z stare
Pair a rich dessert with a drink and explain why.
Must focus on flavour and texture combination
A customer is filming everything for TikTok and narrating loudly.
* Give two scenarios, one where there are no guests and one where other guests are being disturbed*
Scenario 1: Ensure that the display and space is perfect, and ask the person if they would like any additional information about any of the items and ask for their handle and/or to tag Delysees (or whatever its called on TikTok)
Scenario 2: Approach the guest with a warm smile, and offer to get them in touch with the manager so that they can come back and film when it's not busy.
Show your posture and tone while inviting someone tot thhe display case
Requirements:
1) open hand gesture2) A smile
3) Open body posture facing the guest (feet facing them body squared towards them)
4) tone: welcoming, open, warm
The guest says "that's all". Give one last elegant suggestion.
- Update guest on upcoming changes/developments within Delysees.
A guest complains about the price loudly. Keep it calm and classy.
- Keep your own voice lower to make them subconsciously match yours.
- Focus on exclusivity, taste, texture and process of the desserts.
Can compare to desserts from grocery store (not much more expensive but a superior product)
Part 1: Translate fancy ingredients into a simple, elegant language.
Part 2: Give an example
What is romancing.
Someone can't decide and asks you to "surprise them"
Ask clarifying questions: allergies, intolerance, preferences; chocolate, fruity, small size etc. Ask if they are going to have a drink and pair it accordingly.
Create a closing line that makes the guest want to return
1) Validate their experience
2) reinforce and paraphrase3) Personal- eg. I enjoyed serving you today
4) Engage by cross-selling other venues and mentioning any new developments.
Create a 20-second luxury pitch for one dessert using emotion, not justt ingredients.
Must include:
-Personal or general anecdote
-romantic language using descriptions
Someone wants a refund but already ate half the dessert. Respond professionally.
1) listen
2) ask open questions as to why they are unsatisfied- paraphrase these
3) politely decline, offer them a coffee/tea free of charge for their "feedback"
Create a short story for one dessert: mood, occasion and flavour
answer must include: name of dessert, description, main ingredient and flavour, an emotional pull towards it/fun fact about it, how it got its name etc.
A guest is clearly on a first date and nervous- elevate the moment.
Offer something to share.
When payment comes make it easy and unnoticeable if one guest is taking charge. Do NOT allow guest not taking charge to pay even if they "fight for it".