S
What does the S in stand for in SERVE?
Start the conversation
What does the first E stand for in SERVE?
Explore: Understand the Customer's 'Why'
What does the R stand for in SERVE?
Recommend: Offer the Best Option
What does the V stand for in SERVE?
Add Value: Enhance the Experience
What does the final E stand for in SERVE?
Encourage the Sale: Close with Confidence
How should you start every customer interaction?
With a bilingual greeting like Hello/Bonjour!
**Hi/Bonjour or Bonjour/Hello also work
Give us an example of a Practical question. This is how you can clarify their product needs.
** Multiple possible answers
Ex: What do you normally drink?
What are you celebrating?
How many people are you expecting?
What is a feature and a benefit?
A feature is something that is related to the product and a benefit is something that is related to the customer.
Give us an example of how you can suggest a new release product to someone.
Multiple possible answers**
Ex: Hey, if you like IPAs you might want to try this new one from Picaroons!
Since you're making cocktails you might want to also try this new gin from First Light we just got!
Why is this section important?
Multiple possible answers**
Ex: Because it ensures that the customer feels confident in their choice and encourages them to return
What type of question should you start with when engaging with a customer?
An open-ended question (Something a customer can't say yes or no to)
Give us an example of an experiential question. This is how you can better understand the mood or vibe that they are going for.
Multiple possible answers**
Ex: What are you hoping for, to impress your guests or to find the perfect pairing?
Are you doing something casual or sophisticated?
How should you respond if the customer doesn't accept your first recommendation?
Ask more questions, get a better idea of what they're looking for.
Give us an example of how you can suggest a Price Promotion to someone.
Multiple possible answers**
Ex: I see you have the 750ml in your hand but the 1140ml is $4 off right now if you're interested!
If you grab a second bottle of Oyster Bay you save $15.
What is something that you can say to a customer to reassure their choice?
Multiple possible answers**
Ex: That one is really popular - I'm sure your guests will love it!
Give us an example of an open-ended question.
Multiple possible answers**
Ex: What can I help you find?
What's caught your eye?
How are you?
Give us an example of an Anticipatory question. This is to help uncover additional needs.
***Multiple possible answers
Ex: Have you thought of offering any non-alc options?
Did you want to grab a few extra bottles just in case more people come?
What is a feature and benefit for Moosehead Radler?
Multiple answers**
Ex: For someone looking for something to cool down, the Radler is refreshing and crisp which makes it perfect for a hot summer day
Give us an example of how you can suggest suggest the right quantity for the customers occasion.
Multiple possible answers**
Ex: You mentioned about six people were coming, I would grab an extra bottle just to be safe.
For the long weekend you might want to grab a 24 instead of the 15 since were closed on Monday.
What can you say to encourage someone to return?
Multiple possible answers**
Ex: Let me know how you like it!
We're doing a tasting this Saturday if you're interested!
Keep an eye out for the new cherry cider!