S
What does the "S" stand for in SERVE?
Start the Conversation
What does this "E" in SERVE stand for?
Explore - understand the customer's Why
What does the "R" in SERVE stand for?
Recommend - offer the best option
What does the "V" stand for in SERVE?
Add Value - Enhance the Experience
What does the second "E" stand for in SERVE?
Encourage the Sale - Close with confidence and invite future conversation.
Which is NOT one of the 5 Customer Segments?
Hot Deal Homebody,
Savvy Sipper
Polished Planner
Savvy Sipper
Give an example of a Practical Question. (This is how you can clarify product needs/preferences).
Ex: What do you normally drink? What are you celebrating? How many people are you expecting? What flavours do you like? Will you be sharing?
How would you explain what a Feature and Benefit are?
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/innovation product to someone.
If you like IPAs you might want to try this new one from Trailway!
We just got in some pre-mixed Disaronno Sours - everyone has been loving them.
Since you're making cocktails you might want to also try this new gin from First Light we just got!
What could you say to make a customer feel confident in their choice of product?
That's a great option - people have really been enjoying it.
Great choice - it'll go well with your turkey.
That's one of my favourites.
Etc.
What's the goal of SERVE?
Create positive, engaging interactions with customer, making sure every customer walks out feeling like they had an experience that was both professional and personal
Give us an example of an experiential question. (This is how you can better understand the mood or vibe that they are going for.)
Is this a casual or formal party? 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, recommend something else.
Give an example of how you could add value by making sure the customer has the right quantity for their occasion.
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.
Which customer segment drinks because they enjoy the taste, are interested in pairing and cocktails, and use alcohol to create fun, memorable experiences for friends & family.
Experiential Entertainer
Give an example of an open-ended question to start a conversation.
What can I help you find?
Which wine caught your eye?
What are you on the hunt for?
Etc
Give us an example of an Anticipatory question. (This is to help uncover additional needs.)
Have you thought of offering any non-alc options? Did you want to grab a few extra bottles just in case more people come? Do you already have your other cocktail ingredients at home?
Mix and match - meet everyone's needs. Popular brand, crowd pleaser. Save $7 a bottle, more premium wine for everyday price.
Which customer segment buys routinely, are brand loyal because they like the taste, and often drink to relax or unwind.
Ultra Uncomplicated
What can you say to encourage a customer to return/invite future conversation?
Let me know if you like it next time you're in!
See you again!
Maybe next time you can try the IPA!