Selling Is All About People . . . <ul><li>Understanding their lifestyles, their preferences, their expectations </li></ul><ul><li>Then, when they come to your restaurant, try to give them just a little bit more than what they expected . . . </li></ul><ul><li>Observing what they do, </li></ul><ul><li>and how they do it </li></ul>
AND YOU WILL HAVE THE EDGE YOU NEED TO RISE ABOVE THE COMPETITION ALLOW THE GUEST’S EXPERIENCE IN YOUR RESTAURANT TO BE “ EXEPTIONAL”
Of the following things servers sometimes do when you are when you are in the restaurant, which one do you find most annoying? 21% - Engage in conversation with fellow employees during my meal service 19% - Ignore me 16% - employee’s are not able to answer my queries 14% - Serve another customer first 13% - improper directions Operations
“ Interception Rate” (% of customers who have some kind of contact with an employee) The more guest – employee contact . . . The greater the average sale
When we get good service . . . We tell anywhere from 9 to 12 people. WHEN WE RECEIVE POOR SERVICE… WE TELL UP TO 20 PEOPLE! Operations
Research shows we’ll spend up to 10 percent more for the same product with better service! Operations
If the service is REALLY poor, 91% of customers won’t go back to a restaurant!
An 82% chance exists that guest will return to a restaurant if their complaint is handled quickly and pleasantly
ATTITUDE ATTITUDE ATTITUDE “ Attitude of Gratitude” Showing the guest how thankful you are that they chose your restaurant Your attitude is what your guest will remember about your restaurant Remember that sometimes you will only get “one chance” with a guest… Make it count!
I can’t ATTITUDE Erase the words “I can’t” from your vocabulary If you find you cannot realistically do what your guest wants, tell her what you CAN do and offer alternatives Do Not be afraid of the words “ I don’t Know”
Greeting Customers That friendly smile seems like a minor detail, but it's enough to make a person seem approachable and personable, and is a great way to convey confidence. Even if you can not assist the guest immediately, eye contact will let the guest know that you are aware that he/she is there.
Handling Objections Ignoring an objection will never make it go away. . . Ignoring an objection might make the guest go away! 4 Steps for Handling an Objection 1. Listen to the objection 2. Acknowledge the objection 3. Respond with a positive statement 4. Follow-up with a question
Be a “complete” listener Communication Skills <ul><li>DEVELOP GOOD LISTENING SKILLS : </li></ul><ul><li>Listen first before commenting </li></ul><ul><li>Give your guest your full attention </li></ul><ul><li>Sincerely listen…don’t thinking about your next response </li></ul><ul><li>Summarize your guest’s request to insure you understand </li></ul>
Never Knock the Competition…. You will be the one who looks bad ! Communication Skills “ How you say it” is more important than “ what you say”
CUSTOMER PHILOSOPHIES . . . “ Take care of the guest and he’ll come back; Take care of the goods and they won’t come back.”
The Customer Is Always Right <ul><li>Stand up for the guest </li></ul><ul><li>instead of defending the rules that get in the way </li></ul><ul><li>Make the guest happy because the company’s reputation is at stake </li></ul>
The Customer Is ALWAYS Right ! CUSTOMER PHILOSOPHIES . . .
AM I BEING REASONABLE? I am your customer now, but you must prove to me, again and again, that I have made a wiser choice in selecting you over others. You must also convince me, repeatedly, that being a regular customer is desirable in the first place. If you do not, I will not say anything. Remember, I rarely complain. I will be the customer who never comes back ; that is my revenge for being pushed around. If you are rude to me, I don’t believe rudeness in return is the answer – my revenge is more deadly; I won’t come back and my friends won’t either. CUSTOMER PHILOSOPHIES . . .
REMEMBER . . . <ul><li>We are continually faced by great opportunities brilliantly disguised as insoluble problems . . . </li></ul>If you can’t take care of the customer’s basic problem, try to take care of the mess it caused