Core Training #2: Welcome to the Sushi Bar Script

Estimated Training Time: 10-15 minutes Estimated Practice Time: 30-60 minutes for fluidity of core parts Video Time: 13 mins Material Review & Practice Time: 30-60 minutes Quiz Time: No Quiz, just demonstrate For now, focus on mastering the sales script as it’s written to ensure consistency and clarity in our messaging. Nail down the core approach first, and we’ll explore opportunities to add your unique flair later on. 🎬 This is an action to take while making the statement Tips: Read the script out loud, dragging your finger under each word. Repeat 10 times. Look away and attempt to say the script without looking. Record yourself reading the script out loud. Listen to your recording 10 times. Try to say the script along with your recording. Repeat in multiple sessions until you can follow the recording perfectly. Roleplay with a team member. Remember: It becomes more natural as you develop muscle memory. Improve your performance by creating a choreography to go with your script. Greeting Welcome to the Sushi Bar, I hope you're hungry! Use this greeting the first time someone visits, but mix things up if someone returns. Reel 'em in! When someone's attention is caught, reel them in! 🎬Offer them a Folded To Go Menu, Cover Towards them. ... And if you aren't hungry just yet, we do have To Go menus for later! Checking Out When someone is making a purchase, they are primed! 1: Find out if they're a Returning Guest: Have you dined with us before? IF YES Find their punchcard by searching for their e-mail address and add it to their order before checking out (🎬Tap "Add Customer" to pull up search+keyboard) Awesome! Let's find your punchcard (🎬Turn iPad to them to type) Try typing in the first few letters of your name or e-mail address and see if you come up. If you don't, that's totally fine! COMMON RESPONSES: "Oh, I don't think I brought it!""That's ok, it's digital!""I don't think I have one.""That's ok, it can't hurt to check and I just want to make sure you get credit for it if you do!" NOTE: Returning customers on their 2nd or 3rd purchase often haven't learned the procedure yet, and will often forget or misunderstand, and may suggest that they won't come up. If they definately have purchased before, let them know you want them to get a punch on their punchcard and that it can't hurt to check. If they can't find themselves after 3 tries, assume they are not in the system and proceed as if they do not have a punchcard. Veteran customers are already trained on the punchcard process and won't flinch at it. IF NO Complete their purchase. We love sharing our cooking with new people!* What can we get started for you today? * Once comfortable with the script, you can create your own variations of this statement, this should be some kind of gratefulness for their first order with the Sushi Bar! 2: Take the Items from the Guest and Keep them informed (🎬Take all items from the customer so you can verify order accuracy as you enter things into the POS system - PUSH BACK if they suggest they already have a bag) COMMON RESPONSES: "Oh, I have a bag I can put it in!""That's perfect! I just want to give it some protection to make sure it doesn't get scratched in there." Always repeat the order back to the guest, and tell them the amount they will be charged before taking payment. The POS system can sometimes lag. Some Guests can get uneasy with a silent wait, so foster comfort by keeping them updated and reading off each update. Thank them for their patience and make small talk, ask about them/their trip/their collection/their pet/etc. If this is a Guest's first visit, Do Not Hand Them Their Order Until After You Complete the Ask After checkout is successful, and wait until they have already run their card. Before handing them their purchase, follow the next script: 3: Ask to Stay in Touch If you are interested,If I send you a receipt,you can see all the new recipes we're cooking up! IF YES Have the guest enter their e-mail address and add a "WAIT!" pack in to their bag IF NO: Assure them that that's totally okay, and add the "FREE BIRTHDAY CARD" pack in into their bag. 4: Provide Instructions When you get the chance, check your e-mail! You'll get two, one is your receipt, the other is asking you to confirm that was you. Tap the button in that email to confirm it was you, and I included a reminder in your order as well! (hand them their order) Frequently Asked Questions "How much is..." 🎬Always tell them about the product FIRST, pause, then tell them the price AFTER. See below for product specific responses. Never respond to this question with a number until after showing the customer what the item is. "What's in/How much are the boxes?" The Chef's Special includes a total of three pins and two stickers. (🎬Hand to Boxes) You get to pick your first pin on the front, inside is two surprise pins, and two surprise stickers. The pins inside can be any of the ones on the menu, and if you get lucky (🎬Hand to Specialty Rolls) you could pull one of our giant Specialty Rolls, or pull a Limited Edition pin from the Secret Menu! (🎬Hand to Secret Menu)(🎬Wait for questions - Don't say price until they ask a second time) "I'm absolutely famished/craving a crunchy roll/other RSVP password" 🎬Always act SUPER excited when someone uses a password for a free gift!! In order to avoid giving away free items to folks who didn't earn them, we want to make sure that anyone overhearing this exchange understands there is a process that customer went through to get their gift. We do this by adjusting the punchcard search step verbiage: YAAYY!! Let's find your name on the guest list so you can get your reward! Advanced Ask Techniques: Before moving to the payment screen, ask “Have you been to the Sushi Bar before?”, asking them if they’ve made a purchase before. If they say yes, you can follow the following script: That’s perfect! Let’s find your punchcard so we can get you a punch on it. What’s your email? (Look them up by going to “Add Customer” and see if their name or email pops up) If they seem confused, don’t come up in search or suggest they don’t have a punchcard, simply drop it and continue checking them out. Fall into the normal Ask script, and mention that they can get that punchcard started this way. If you discussed a future recipe with a customer, swap your closing ask: Tell them that they’ll be able to find out about the recipe you discussed when it comes out. When preordering an item for shipment after the con, always assume they want a receipt as confirmation of their purchase. Go to the Send Receipt screen and show them the slider to accept emails.“ I’m going to send you a confirmation of your purchase now, but if I tap this button here, you’ll also be able to see all the new recipes we’re cooking up.”

Core Training #2: Welcome to the Sushi Bar Script

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