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G.R.E.A.T. Customer

EngagementCourse 2: Great Expectations of You

A Training Series for Supermarket Deli, Bakery, and Cheese Department Associates

Course 2: Great Expectations of You

G.R.E.A.T. Customer Engagement

A Training Series for Supermarket Deli,

Bakery, and Cheese Department Associates

PO Box 5528Madison, WI [email protected]

First Edition

© 2012, International Dairy•Deli•Bakery Association™

Special thanks to Hy-Vee Supermarkets, Madison, WI

No part of this publication may be altered without the express written permission of the International Dairy•Deli•Bakery Association.

The information presented in this book has been compiled from sources and documents believed to be reliable. However, the accuracy of the information is not guaranteed, nor is any responsibility assumed or implied by the International Dairy•Deli•Bakery Association.

© 2012 International Dairy•Deli•Bakery Association™ i

About this Series

Th is series will help supermarket deli, bakery, and cheese department associates and managers learn how to personalizethe customer service experience. You’ll learn the importance of really listening to your customers, fi nding out what their needs are, and being their guide — an advocate — for the products you sell every day.

Customers choose to shop where the service stands out: where they trust the products and feel valued. Shopping is an emotional experience. Customer satisfaction increases when you create a positive emotional response with every customer, every time they shop. Th is high level of engage-ment gives your store a sense of community where people will enjoy shopping. And it always rewards your store, your department, your customers, and YOU.

Th is series has three courses and a fi nal quiz:

• Course 1: Personalized Service & First Impressions

• Course 2: Great Expectations of You

• Course 3: Handling Multiple and Upset Customers

• Final Quiz

Course 1: Personalized Service & First Impressions

Th is section explains what personalized service is and how it infl uences customer loyalty. You’ll learn how to off er superior service to give your business a competi-tive edge. And, these new skills will give you a sense of accomplishment that motivates you to give your personal best every day on the job. You will learn:

• What personalized service is

• Why personalized service is an asset to your business

G.R.E.A.T. Customer Engagement Series

What You’ll LearnWhat You’ll Learn::

• What personalized service is and how it can increase customer satisfaction

• Customers’ most important reasons for buying service department products

• What suggestive selling is and how to use it when off ering meal solutions

• How to improve customer engagement using the G.R.E.A.T. approach

• Th e C.A.L.M. way to handle customer problems tactfully

ii © 2012 International Dairy•Deli•Bakery Association™


You’ll also learn the value of a good fi rst impression and what impresses cus-tomers in service departments:

• Department cleanliness

• Availability of fresh, high-quality products

• Winning employee ways

• Appealing products and displays


Customers have great expectations of you. Th ey trust you’ll put together their order with the utmost care, accuracy, and speed. Th ey expect a cheerful, friendly attitude and product advocacy that’s second to none. Th is establishes trust and ensures new business. You’ll see how simple and engaging it is to meet and surpass customers’ expectations when you:

• Greet

• Recognize needs

• Explore preferences

• Advocate products

• Thank the customer

Course 3: Handling Multiple and Upset Customers

You’ll face some challenges working in service departments. In this section, you’ll learn how to eff ectively handle more specifi c customer situations including:

• Handling multiple customers

• Using the C.A.L.M. way when a customer is upset

G.R.E.A.T. Customer Engagement includes this series of three courses, a Final Quiz, A Final Quiz Answer Key, and an Associate Tracking Tool.

© 2012 International Dairy•Deli•Bakery Association™ iii

About Th is Series

As you work through this series, you’ll fi nd:

Exercises

Answer Keys

Links to FREE IDDBA Job Guides at IDDBA’s Web site

How To Get Th e Best Results

Our G.R.E.A.T. Customer Engagement training course is a workbook series. To get the full instruc-tional benefi t, we recommend that you take this series in two sessions: Course 1 in one session and Courses 2 & 3 and the Final Quiz in a second session. All three courses should take a total of about two hours. However, you or your supervisor can customize this based on your available training time, what works best for you, and the needs of your business.

IDDBA Job Guides for Department Associates

Use our free, downloadable IDDBA Job Guides as part of your training experience. Print them from iddba.org/jobguides.aspx and use them as helpful guides as you work.

PDF

Progress Report

Use this Progress Record to keep track of your course and quiz completion.

Course Name Completion Date Job Guides Used ✓

Course 1: Personalized Service & First Impressions

Food Safety: FIFO Product Rotation

Food Safety: Proper Cooking, Holding, & Reheating

Food Safety: How to Wash Hands

Food Safety: When to Wash Hands

Customer Service: Body Language

Department Success: Sign Management and

Effective Communication


Customer Service: A G.R.E.A.T. Way to Sell

Customer Service: Building Sales

Customer Service: Building Customer Loyalty

Course 3: Handling Multiple and Upset Customers Customer Service: Dealing with Upset Customers

Final Quiz

iv © 2012 International Dairy•Deli•Bakery Association™


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© 2012 International Dairy•Deli•Bakery Association™ 2.5

When you meet a customer for the fi rst time, neither you nor the customer is sure what to expect. Remember, your non-verbal body language goes a long way towards conveying feelings of approachability. Th at, matched with how you listen and what you say in those fi rst few seconds, builds trust and confi dence. What you do to surpass their expectations is critical to off ering superior customer service. Giving more than the customer expects — a high-value special, great food pairing ideas, or a taste of something new — enhances shopper loyalty.

Every shopper should expect that deli, bakery, and cheese associates ask, listen, and learn about their needs, make helpful product recommendations, and leave the fi nal decision in the customer’s hands.

When you do this, you’re guiding them through an important decision-making process that helps shoppers put together meal solutions. We call it suggestive selling. Th is type of customer service builds sales for your department.

Expectations of YOU

At the very least, customers should be able to count on service employees to process orders with the utmost care, accuracy, and speed. But the service in your title takes selling to a much more personal level. Remember when we said shopping is an emotion-fi lled experience? What you do and how you do it shapes these emotions. When you have the benefi t of being able to talk with customers, you can get to know them. Th is builds relationships. Th is builds trust. Th is builds sales.

Shoppers depend on your helpfulness and strong product advocacy to help them feed their families wholesome meals, impress their friends at a party, coordinate meals for business functions, or stay healthy within their budgets. Th at’s a lot of trust that’s built on customer relationships, not just on making a sale. When you provide this level of service, you become the “go-to” team member for customers. You will be proud of the service you provide.

Course 2: G.R.E.A.T. Expectations of You

What You’ll LearnWhat You’ll Learn::

• A G . R . E . A .T.G . R . E . A .T. way to sell:

• GG reet

• RR ecognize needs

• EE xplore preferences

• AA dvocate products

• TThank the customer

“We are in the relationship business. We just happen to sell food.”

– a district deli merchandiser

2.6 © 2012 International Dairy•Deli•Bakery Association™


So how do you do all this? It’s really very simple. Use the G.R.E.A.T. way to guide them to new products, meal ideas, and through impulse purchases. It starts when you:

• Step 1: G reet

• Step 2: R ecognize needs

• Step 3: E xplore preferences

• Step 4: A dvocate products

• Step 5: T hank

Here’s an example of how it works:

GREET the customer personally

RECOGNIZE customers’ needs and reasons to buy

EXPLORE preferences

Hello, glad to see you again. What can I get for you today?

Since you’re in a hurry, let me suggest an easy ready-to-heat entrée and a few sides, pronto!

I need dinner for my family of five. Everyone is hungry and waiting in the car!

That would be great.

Are there certain foods we should avoid?

What about certain flavors?

Yes, my family is vegetarian.

Oh, my family likes most anything. In fact, the spicier the better.



ADVOCATE your products with information

THANK the customer appreciatively

OK. Well, we have two entrees on special tonight: a sharp cheddar cheese and veggie enchilada with onions, peppers, and tomatoes. It’s topped with a very tasty verde sauce. The other choice is Spaghetti that you can get meatless. It has a fresh Marinara sauce that is actually made from the manager’s grandmother’s recipe — it’s amazing. And we top it off with grated Straveccio Parmesan, a buttery, mouth-watering aged cheese. We can get everything ready for you in about four minutes.

For sides, we have a fresh romaine lettuce and tomato salad or rice and beans.

Yes, I’ll prepare everything right away for you.

Thank you so much. I hope you enjoy this meal. Here’s our 7-Day Meal Planner Menu so you know what we’re preparing all week.

You’re welcome. I hope to see you again soon.

I think I’ll go with the enchiladas. We had spaghetti a couple of nights ago.

I think the rice and beans would be a good combination. I’d like eight enchiladas, and 2 pounds of rice and beans. And, can I get a pint of guacamole, too?

OK.

Bye.

Thanks, especially for getting everything so quickly for me.



G.R.E.A.T. Customer Engagement Steps

Here are some specifi cs to help you use our G.R.E.A.T. model with ease.

Step 1. Greet personally

Try to greet all customers with a friendly, personalized greeting. Welcome back, with sincere appreciation, frequent customers with, “So glad you’re back” or “Good to see you again.” For new customers say, “Welcome to our deli. We make many of our foods fresh daily. What looks good to you today?”

If you’re busy helping another customer, greet those waiting with direct eye contact, a smile, and tell them you’ll help them shortly and you’re sorry for the delay. If this is not possible, give them direct eye contact, a genuine smile, and a non-verbal head nod gesture to acknowledge them.

A good technique for getting a conversation started is to use questions that cannot be answered with a “yes” or a “no.” Some of the best conversation starters draw customers’ attention to your products. For example:

“What can I get for you today?” or

“What looks good to you today?”

Or for browsers, you can ask:

“Hello. Glad you’re here. What would you like to sample?”

Even better, when you have an idea of what a customer needs, you can start with more specifi cs:

“You seemed interested in our deli meats. What questions can I answer for you?”

“I know you like our sourdough breads. I can give you a sample of a bread you haven’t tried. Which one can I get you?”

Greeting Personally

I really like talking to people … makes me feel good … and I have fun kinda letting my personality come through … it personalizes things, you know? I think customers like that. “May I help you?” That sounds so blah to me, like they’re nothing special. I really want people to know I’m glad they’re in my cheese shop … talking with me … and not shopping somewhere else. So I look them right in the eye, smile, and say, “I’m so happy you’re here … we have some of the best cheeses in the world … what can I get you?” Or “Hello … eyeing our Havarti cheeses? Which one would you like to sample?” Once I get that smile or acknowledgment … we’re off and running ….

When I’m saying “Hi” to my regulars, I’ll say something like, “Hi Ben, back for a sandwich? Did ya like the Cajun turkey? I know you like stronger flavors. Want to try mesquite smoked turkey today? “ Or “Carol, hey! How’d you like the margherita pizza? Something a little lighter is nice. I can sample anything.”

I like to visit and I like to help them try new things. My deli is one of the few places in the store where people get a chance to talk … I REALLY like to take advantage of that.



Step 2. Recognize customer’s needs and reasons to buy

Every customer has diff erent needs, and it is important to respect those needs. Sometimes it takes reading body language and visual cues to determine what need drives the sale — like a shopper looking at his or her watch (time sensitive) or someone with a store ad (looking for value).

Four Common Types of Customers

Th ese are the four most common types of customers you’ll encounter in your department and ways that you can respond to their needs:

Customer Type Customer Need Associate Response

Rushed Need to get in, get what they need, and get out quickly

Be friendly but to-the-point with a short greeting “Hi, what can I get for you today?” It’s not appropriate to suggest trying new items, but suggesting an item the customer may have forgotten can be helpful and appreciated.

Purposeful Seems to be looking for one exact item; scans the case or department for it

Help the customer until the item is found “Hi, which item are you looking for?” Suggest solutions, complementary prod-ucts, or substitutions if needed.

Interested Enthusiastic to learn more about prod-ucts and may want to sample items

This is a great opportunity to share your product knowledge. Ask open-ended questions about preferences. “Do you prefer mild or spicy foods? Does your family have any diet restric-tions?” Engage the customer in food-related conversation. Sample items.

Disinterested Just browsing Ask probing, open-ended questions. “Of the breads we have to sample today, which would you like to try?” Suggest a new product to them. If need be, respect the customer’s desire to be left alone.

You’ll fi nd most customers’ reasons for buying are to:

• Save money

• Save time

• Be healthier

• Stick to a special diet

• Gain approval

• Try something new

• Reward themselves

• Express their values (sustainably produced products, ethically-treated animals, etc.)



Understanding these reasons can help you choose which items to suggest. Oft en you’ll discover their reasons for buying from their comments or actions.

For example:

• A customer who asks about sale items may be trying to save money.

• A customer who asks how long an item takes to cook may be trying to save time.

• A customer who is interested in low-sodium products may want his family to stay healthy.

• A teenager who asks what gluten-free products you have wants to explore options for her special diet.

• A mother who is choosing products she thinks her family will like may want to gain approval.

• A man who normally eats mild cheddar tries a 2-year aged cheddar to try something new.

• A customer who wants a special treat may be looking to reward herself.

• A man who asks for salads prepared with organic ingre-dients may want to express one of his core values.

Th en suggest items that provide solutions for the customer.

Recognizing customer’s needs

I always appreciate when service counter staff are so helpful … in fact, I like Wendy the best. Like the other day, I was shopping for items for a card club luncheon. Wendy asked me what brought me in. When she found out I was having a lunch, she asked me some good questions like, “what kind of lunch?”, “for how many?”, “any special food requests?”, “any food sensitivities?” Once she knew what I was looking for, she zeroed in on a tasty meal … one that actually got raves from some of my picky eater friends. I felt like she knew just what to ask and just what to recommend. I was pleased. And the food was good!

▶

Customer Service:

A G.R.E.A.T.

Way to Sell

IDDBA.ORG/JOBGUIDES.ASPX

PDF



Exercise 1: Identifying Reasons for Buying

Directions: For each situation below, determine the customer’s reason for buying:

∙ Save money∙ Save time∙ Gain approval∙ Health

∙ Self-reward∙ Express values∙ Special diet

1. “I need something my husband will like.”

2. “Do you have any deli meats that are not processed with additives?”

3. “After all I’ve been through today, I want something to cheer me up.”

4. A man in a business suit comes up to the counter in a rush around noon and orders ready-to-eat items while glancing at his watch.

5. A woman asks if the chicken salad is made from cage-free chickens.

6. Customer is looking through the store’s newspaper ad.

7. “Do you have any cookies made with gluten-free flour?”

Answer Key

page 2.12



Identifying Reasons for Buying

1. “I need something my husband will like.”Gain approval

2. “Do you have any deli meats that are not processed with additives?”Health

3. “After all I’ve been through today, I want something to cheer me up.”Self-reward

4. A man in a business suit rushes up to the counter around noon and orders ready-to-eat items while glancing at his watch.Save time

5. A woman asks if the chicken salad is made from cage-free chickens.Express values

6. Customer is looking at the store’s newspaper ad.Save money

7. Customer is looking for a treat that contains no gluten.Special diet



Step 3. Explore preferences

Once you know more about why the customer is buying, ask a few ques-tions to evaluate the customer’s likes and dislikes. Oft en customers have an idea of what they want — or at least what they don’t want.

As you explore preferences, keep your questions brief. Ask questions like:

“What type of food are you thinking of? Hot food? Cold food?”

“What kinds of food do you especially like? Spicy dishes, light dishes, salads, sandwiches?”

“Are there any types of food that you want to avoid?”

Step 4. Advocate products with information

At this point in the interaction, suggest two specifi c choices and talk about each choice. Th e more you know about your products, the easier it will be for you to suggest new items for your customers to try. Like patrons at a restaurant, your customers will ask you for suggestions on what you like. Share your knowledge about and experiences with a product and why you like it. “I really liked this when … ” Or, “I love to serve this with … ”

Customers want and expect you to be an advocate for the products you sell. Your recommendations help build trust and loyalty.

Exploring Preferences

I helped a customer the other day with a celebration cake. She was a 25-year cancer survivor. I really got into everything about this cake. It was personal, because I’m a survivor, too. I wanted her to have the pret-tiest, tastiest cake ever. We talked about the details, “How many people are you serving?” “Would you like a round layer cake, sheet, or square cake?” She told me a sheet cake to serve 40 people. I asked, “Would you like 2-inch or 3-inch square portions?” … (continued)

Advocate Products with Information

Then we talked about cake flavors. She didn’t hesitate … she told me red velvet cake. I said, “We can frost the cake with either a delicious, buttery, sweet white buttercream frosting that our pastry chef makes fresh daily or a decadent, ganache frosting.” I explained that this is a very rich, dark chocolate frosting flavored with a sweet honey liqueur. She decided on the buttercream. Then we talked about the design and I found out that she loves to garden. We decided on a flower cart with 25 symbolic calla lilies, iris, mums, and roses flowing out of it. It was stunning. And we both got teary-eyed when she came to pick up the cake. I felt so good that day.

“I came for the products but I left with the memory of how I received them.”

– valued customer

Customer Service:

Building Sales


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Sometimes people don’t know how to put items together or ways to serve them. That’s my specialty. I start by offer-ing two choices, because it’s much more likely they’ll select one. Sometimes they buy both because, frankly, I’ve done a good job. Like the other day when Mr. Marking said he wanted a tangy tasting ready-to-eat deli salad. I swung into high gear with, “Today we have on special a German potato salad. It has a pleasant vinegary tang and it’s loaded with bacon and scallions. I suggested to him that it was probably just like his German grandmother used

to make. We had a good laugh. Then I tried a completely different approach when I suggested the Greek pasta salad with black olives, red peppers, and just the right amount of tangy Feta cheese. I told him it would be delicious with a ciabatta roll. I know when I talk about the products it helps my custom-ers mentally “taste” the items. Then I try to close the decision by offering a sample to taste. If I can get them to try it … oh yeah … then I’ve usually got the sale. Sometimes, my customers buy something else, but I don’t take it personally — it’s all a matter of individual taste. I take that as a cue to learn more about them.


I love to make shopping fun for my customers. Otherwise it’s a chore. I have so much fun talking about our bakery’s products … and offering samples. I know how much customers like this. Like the other day I was selling a cake, “We have a luscious flourless dark chocolate cake with a buttercream icing sprinkled with fresh coconut. Or you might want to try our signature, 5-layer carrot cake. It’s so moist with a wonderful carrot flavor, and a melt-in-your-mouth cream cheese frosting. I sold the dark choco-late one and directed my customer to the party aisle when I learned it was for a retirement party and she needed plates and napkins.

Enhance the sale with value-added items. Sell complementary meal items when appropriate. Value-added items may enhance your customer’s enjoyment of the product. Introduce with statements like “Th is goes great with … ” or mention the experiences of other shoppers, “It’s one of our most popular products ….”

Core Purchase Solution Complementary Products

Deli meat for sandwiches Cheese & bread Sandwich dressing or mustard

Cheese for snacking Crackers Dried fruit, nuts, relish

Cake for a birthday Custom decorated cake Candles, ice cream, party supplies



Step 5. Th ank the customer appreciatively

Telling customers that you appreciate their business is a fi nishing touch that every successful customer interaction deserves. Even when customers don’t make a purchase, you should invite them back or suggest they visit on a diff erent day of the week when a specifi c off er or product is available. If customers make purchases, tell them you hope it’s to their liking. Invite them to let you know next time they’re shopping with you. Ask them to request you when they return.

Thank the Customer Appreciatively

“Thanks, see ya again soon.” “Follow us on Facebook and Twitter to take advantage of our special offers.” That’s what I tell our younger shoppers. Or I say “Our Web site has great recipes and lots of new product information … don’t forget to visit it.” I think my customers always appreciate this extra reminder.

I like it when [employees] sound like they really appreciate my business. You know … I can choose to go a lot of dif-ferent places to shop. I go where I feel they care. I mean, we all want to feel good, right?

I try all day to interest people in trying new cheeses. So when I know that I’ve done my best … when I know that I might have sparked a new interest … then I really want to let them know when they’re leaving that they’ve made a good decision and I value their business. And it’s not hard at all. I simply say, Thank you, you’ll love what you’ve chosen and I appreciate you choosing it with me. Let me know how we did.

▶

Customer Service:

Building Sales


PDF

Customer Service:

Building Customer

Loyalty


PDF



Exercise 2: What a G.R.E.A.T. Way To Build Customer Rapport

Directions: Read the following scenario and then answer the questions on page 2.18.

Jordan, a man in his mid-twenties, strolls into the bakery department. He’s eyeing some of the sweet goods but doesn’t appear to have a list. Kate, an associate, stops stocking rolls and approaches Jordan with a smile. Kate thinks to herself, “He looks like he could use some direction. I’ll fi nd out more.”

Step 1: Greet the customer personally

Kate: Hello, I’m glad you’re here. I see you’re looking at our sweet goods, how can I help you today?

Kate: (Nods) I see. What does your family consider ‘healthy?’

Kate: I’m sure we have just the thing in our bakery. (Walks behind display case) Any particular fruit flavors they like?

Kate: You said low-sugar is important. Low-fat, too?

Kate: How many people are you buying for?

Jordan: My family is coming to town this evening. I want to pick up some-thing good for our breakfast tomorrow. But everyone in my family, except for me, eats healthy foods. I don’t know what to get them!

Jordan: Well, I know they look for whole grains. And I know they prefer lower-sugar. But they like a lot of fruits, too.

Jordan: I think they’re game for anything.

Jordan: Yes, I know they’d appreciate that, too.

Jordan: Six people.

Step 2: Recognize customer needs

Step 3. Explore preferences



Step 4. Advocate with product knowledge

Step 5. Thank the customer appreciatively

Kate: (Gestures with an open hand toward the display case) How about these delicious whole-wheat bran raspberry muffins? We bake them fresh every morning using whole wheat flour and fresh raspberries. Lots of our customers like them. We also have low-fat blueberry muffins that are filled with berries. You know blueberries are high in antioxidants and very good for you. My little girls love them. Or we have our baked from scratch, all natural ingredient 8-grain and seed artisan bread. It’s our newest heart-healthy bread loaded with whole grains and seeds. It’s deli-cious toasted with a little honey or low-sugar jam spread on it. We have samples of the muffins and bread if you’d like to try them.

Kate (nods, making eye contact with Jordan) You’re right. And here, try our fresh-baked bread.

Kate (while placing muffins in a box): Sure! You know, these items are delicious with some fresh-squeezed orange juice or coffee. Our store brand juice has no sugar added and is to your right in aisle seven. Coffee is at the end of this counter.

Kate: Thank you for choosing our bakery today. We have many healthful options every day of the week. My name is Kate. Feel free to ask for me the next time you’re in the store and I’ll be happy to help you. And let me know how your family likes them next time you’re in!

Jordan: I’ll try the raspberry bran muffin. (Takes a bite and smiles.) This is pretty good. Not too sweet.

Jordan: Delicious. I’d like three of the bran muffins, two blueberry, and a loaf of the bread sliced.

Jordan: Thanks so much!

Jordan: I sure will. Have a great day!

Answer the questions on page 2.18.



What did Kate do to provide friendly service right from the start?

How did Kate find out about the customer’s situation?

What questions did she ask about the customer’s preferences?

What choices did she offer the customer?

What were some of the things she said about each choice?

Was the customer interested in the suggestions? How did you know?

How did Kate thank the customer? Do you think he’ll visit the store again? Why?



Answer Key

page 2.20



Identifying Reasons for Buying

What did Kate do to provide friendly service right from the start?

She stopped what she was doing and quickly determined this young man was interested in some bakery sweet goods. She gave a polite and friendly greeting that fit that customer type.

How did Kate find out about the customer’s situation?

She asked questions about the meal occasion and found there were family health concerns.

What questions did she ask about the customer’s preferences?

Kate asked what kinds of foods and ingredients the customer’s family considered healthful and the number of people being served.

What choices did she offer the customer?

Kate suggested whole-wheat bran raspberry and low-fat blueberry muffins, and an eight-grain and seed artisan bread.

What were some of the things she said about each choice?

The whole-wheat bran raspberry muffins were baked fresh every morning using whole wheat flour and fresh rasp-berries. She said lots of customers liked them. The blueberry muffins are lower in fat and filled with blueberries, a fruit high in antioxidants and very good for you. She said her little girls loved them. The eight-grain and seed artisan bread was scratch baked, using all natural ingredients and heart-healthy. She suggested toasting it and spreading it with a little honey or low-sugar jam. She offered samples.

Was the customer interested in the suggestions? How did you know?

The customer discussed the suggestions with her and tried samples. The customer bought all three items she sug-gested.

How did Kate thank the customer? Do you think he’ll visit the store again? Why?

Kate thanked the customer for choosing her bakery. She mentioned that the bakery often has healthy options. She gave her name and encouraged him to ask for her next time and to share his meal experience with her. The customer left knowing there are friendly store employees that will help him plan a meal.

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Section 3 Review — Great Expectations of YOU

Directions: Fill in the blank with the appropriate words below to correctly complete the sentences.

∙ Rushed∙ Purposeful∙ Greet∙ Likes∙ Interested∙ Ignore∙ Suggestive selling

∙ Disinterested∙ Dislikes∙ Recognize∙ Explore∙ Advocate∙ Thank

1. The five steps of the G.R.E.A.T. way to engage with customers to sell meal solutions starts when you:

______________________________, ______________________________, ______________________________, ______________________________,

and ______________________________.

2. The Four Common Types of Customers are: ______________________________, ______________________________,

______________________________, and ______________________________.

3. Try to ______________________________ all of the customers who come into the department.

4. The worst thing you can do when customers are waiting is to ______________________________ them.

5. ______________________________ is always tailored to each individual’s needs and is considered an added service by most

shoppers.

6. Once you know something about food or meal preferences or an event the customer is buying for, ask a few questions to

evaluate the customer’s ______________________________ and ______________________________.

Answer Key

page 2.22



Section 3 Review — Great Expectations of YOU

1. The five steps of the G.R.E.A.T. way to engage with customers to sell meal solutions starts when you: GreetGreet, Recognize Recognize, ExploreExplore, Advocate Advocate, and Thank Thank.

2. The Four Common Types of Customers are: RushedRushed, Purposeful Purposeful, Interested Interested, and Disinterested and Disinterested.

3. Try to greetgreet all of the customers who come into the department.

4. The worst thing you can do when customers are waiting is to ignoreignore them.

5. Suggestive sellingSuggestive selling is always tailored to each individual’s needs and is considered an added service by most shoppers.

6. Once you know something about food or meal preferences or an event the customer is buying for, ask a few questions to evaluate the customer’s likes likes and dislikes dislikes.

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