Quayside Mall

What is Starbucks Coffee Company Mission?

• To inspire and nurture the human spirit - one person, one cup and one neighborhood at a time

• To inspire and nurture the spirit - one cup, one person and one neighborhood at a time

• To nurture and inspire the human - one person, one cup and one neighborhood at a time

• To nurture and inspire the nature spirit - one person, one neighborhood and one cup at a time

What is LATTE Model?

• Listen, Ask Question, Take Note, Thank You, Enhance

• List Down, Acknowledge, Take Action, Thank, Ensure

• Listen, Apologize, Take Action, Thank, Ensure Satisfaction

• Learn, Approach, Take Action, Thank You, Ensure Satisfaction

What is Customer Service Commitment?

• Make Every Customer Feel Special

• Make Every Customer Feel Good

What is our Customer Service Behaviour?

• Smile & Make Eye Contact

• Offer a Friendly Genuine Greeting

• Learn Customers’ Name & Orders

• Say Thank You

• Make Every Moment Right

In Barista Approach, there are 2 types of activities. Which falls under Operation Activity?

• Be Committed to Customers

• Be Dedicated to Each Other

• Be Focused on Quality

Be Committed to Customers refers to?

• Make every customer feel very special

• Make the customer their top priority by genuinely creating a personalised experience for each customer

• Make the customer as their third place and create a great environment

Be Focused on Quality refers to?

• Proudly develops expertise in their craft while diligently maintaining equipment and the store environment

• Attending the customer and giving your very best in maintaining good store atmosphere

• Making sure to always provide a good customer service and stick to the our customer service commitment

Be Dedicated to Each Other refers to?

• Giving your very best to help your team and giving full support to achieve the goals together

• Helping each other and have a good teamwork to achieve good result

• Contributes to the success of the team and supports others to do their best work

There are 4 ways of Selling Skills/Behaviour. What are they?

• Identify & Recognise Cues

• Use Conversation Starters

• Prioritise Customer

• Take Away Barriers

• Provide a Recommendation

Identify & Recognise Cues refers to?

• Read verbal and non-verbal communications to understand what needs customers may have that might be met by our products and services

• Identify customer gestures by body language and the way they talk to know what the customers’ need

• Recognise customers’ behaviour by body language and how they talk to know what needs customers may have and meet by our products and services