每一位客服，在 每一个工单中被辅导|

1. Video check: Here’s the kitchen before service. Is everything up to health and safety standards? Two points to fix before service. The rest matches your HACCP plan. Cloths are left on the worktable. Replace them with clean ones. The cooking plates have burnt-on residue. Clean them before service. Hood clean, floor clear, trays stored on the rack.

08:10

Wednesday 22 April

08:10

Forge · Nova 08:10

Launch week!

Let’s get ready for the first customer

Nova · Retail floor Advice, add-on selling and key moves

The new range landed on Monday. What do I say to a customer who hesitates?

Don’t start with price, start with how they’ll use it. Here are the three questions your top associates ask, in the words of your product sheet.

Show sources · 6

PODCAST

The three questions that sell the new range

Two minutes before opening, in the words of your top associates

0:00 2:05 1×

We can practise on a typical customer before the store opens.

🎉 Well done, you have completed this section and moved on in the programme.

Launch week

50%

Handle the price Suggest the right model

Ask anything…

Launch week Land the new range on the floor.

YOUR OBJECTIVE

Get the customer talking about how they’ll really use it, then offer the model that fits, without reciting the sheet

For the best experience, find a quiet spot and use headphones

Start

Speaking…

Launch week Land the new range on the floor.

110

Selling the new range

Ten cards on advice and add-on selling

Reveal Next

REC 0:00

Norris · Food safety HACCP, hygiene and cold chain

0:09

Here’s the kitchen before service. Is everything up to health and safety standards?

Two points to fix before service. The rest matches your HACCP plan.

! Cloths are left on the worktable. Replace them with clean ones.

! The cooking plates have burnt-on residue. Clean them before service.

✓ Hood clean, floor clear, trays stored on the rack.

Ask anything…

Video check

1. Simulation: Whenever you’re ready, we can practise in a simulation. Name the issue at the start, hear their side and leave with a dated agreement

Simulation

1. Podcast: Announcing a rule customers won’t like. Applying the rule without damaging the relationship

Podcast

1. Conversation: I have a demo on Tuesday. A competitor got there first and told them our rollout is slow. Where do I start? Start with their context, not the product. Here’s what worked in your last three won deals in this segment.

Conversation

1. Scratch card: The first thirty days. Ten cards on the habits to build straight away

Scratch card

1. Notification: Forge · Nova. Launch week. Land the new range on the floor.

Notification

1. Progress: Well done, you have completed this section and moved on in the programme.

Progress