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Customers look for a positive experience, and happy customers come back for more. Providing great customer service depends on how you think, act and look.
 

THINK!

  • Be confident with customers
  • Think calm, happy thoughts
  • Learn to act happy, no matter how you feel

ACT!

  • Welcome and greet your customers
  • Serve them quickly
  • Be patient – don’t rush customers, and take the time to understand them
  • Listen properly - give each customer your full attention
  • Confirm that you have understood your customers.
  • Repeat their order back to them or ask questions if you are confused
  • Be polite – say please and thank you
  • Know your dishes – be able to explain your dishes to your customers

LOOK!

  • Make sure you look clean – wear the correct uniform, a name badge, and closed shoes
  • Wear a smile – smiling at customers shows that you care
HERE’S HOW PRESENTATION CAN HELP WITH THE UPSELL

HERE’S HOW PRESENTATION CAN HELP WITH THE UPSELL:

  • Mix up colours by placing lighter, brighter dishes next to darker ones
  • Garnish must look fresh. Replace any that are wilting
  • Keep counters looking full and fresh
  • Change or add to inserts before they look empty or old
  • Wipe the inserts clean while you work
  • Spoon excess oil off stews and curries
  • Freshen up pastas, curries and sauces with a stir
  • Keep tidy by moving clutter off the counter
  • Keep workstations neat, clear and clean
  • Avoid overpacking hot or cold counters
  • Keep the counter glass clean
  • Label all your dishes with price, weight, heating or storage instructions and sell-by date

HOW TO DEAL WITH A DIFFICULT CUSTOMER:

  • Stay calm
  • Listen and understand their problem
  • Offer a solution - if you can’t, find someone who can
  • Provide feedback to the Deli Manager
     
SPECIAL OF THE DAY!
RECOMMEND YOUR FAVOURITE
OFFER ADVICE


REDUCE WASTE BY MASTERING THE ART OF THE UPSELL!

Offer your customer something extra that goes well with what they’ve chosen. (For example, if they order a pie, suggest they also buy hot chips.) Make upselling easier by keeping complementary dishes close together. (For example, curry and rice; chicken with vegetables and gravy.)

INCREASE SALES WITH THESE GREAT TIPS:

  • Know the ‘Special of the Day’ and promote it with enthusiasm
  • Know the next day’s special. Tempt the customer to come back
  • If a customer asks, ‘What is good?’, be able to talk confidently about a few dishes
  • Tell customers about any dishes your deli is known for
  • Recommend meals based on the weather or season. Suggest a fresh summer salad on a hot day; or a warm stew, soup or curry on a cold day