No one likes a ‘know it all’, least of all your customers. So it’s important to remind your team to use familiar coffee terms to help sales.
Steve Hastwell, our specialist barista, says: “Talk with customers as you would with a friend. Avoiding jargon will help encourage the conversation and build rapport. And, a lot of the time, it’s about actively listening to what your customers are saying, rather than you talking. This in turn gives them the confidence to go with your coffee recommendations.”
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