WorksheetsQuayside Mall
Total questions: 13
Worksheet time: 7mins
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
Use Conversation Starter refers to?
Greet and smile to the customer
Initiate conversation with the customer
Greet and have a chit chat with the customer
Take Away Barriers refers to?
To remove obstacles that prevent the customer from purchasing a certain product.
Barriers can be identified by watching the customers and help in getting the right orders
Barriers can be identified by listening to what a customer say and asking the right questions
Provide a Recommendation refers to?
Recommends beverage and food right for customer to speed up the services
Make recommendations that can meet customer needs and potentially remove any barriers
