Catering Crew Scripts

PREVIOUS TOPIC: BOOTH PROTOCOL 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. 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. 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 profile and add it to their order before checking out Awesome! Let's find your punchcard - 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! NOTE:Returning customers on their 2nd or 3rd purchase 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 credit and that it can't hurt to check. If they can't find themselves after 3 tries, reassure them that all is fine and that it was worth checking. 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: Keep them informed 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. 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,we can send a receipt which will give you the option to see all the new recipes Tina is 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 You’ll get two emails: One is your receipt, the other is confirming that you want to see those new recipes. When you get a moment, tap the button in that email to confirm it was you. Thank you! (hand them their order) 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, mention that they’ll be able to find out 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.”

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Catering Crew Scripts

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