greengrocer service
TRANSCRIPT
Today is the day your jobs just got better!
Focusing on Robotic
Processes
Bringing the best of you
to work
New brand values. New expectations.
Becoming the Green Grocer
Be Visible Be Human Be the Green
Grocer
Helpful
Friendly
Personable
Knowledgeable
What can we do that we didn’t used to do?
• Talk to customers for five minutes, ten minutes - however long it takes to get them what they need and want.
• Offer customers samples. Rip open a bag of apples if you need to make your point!
• Bring your personality to the role--do you like your bananas greenish or yellow?
• Stop what you’re doing and walk a searching customer over to what they’re looking for.
• Offer help. It will feel good.
• If you don’t know the answer to a customer’s question, find a colleague who can help.
The Roots of Communication
The Globe’s Greatest Green Grocers
Peeling the Onion – Connecting to Customer Needs
The Tools of Engagement – Building your Market Stall
Review
You get what you give, so..
Play Along Dare to Fail Speak Up!
• Say ‘yes’ to everything
• React, don’t direct
• Turn off your internal editor/critic
• Worried someone’s upset with you
• Trying to get away with it
• Pretending to look busy
• Trying to look important
• Being The Host!
Tell a partner
your favourite vegetable Put on your mask
Think about your favourite fruit
Do you remember the first time you had it? When did you
last have it? How was it served? What did it taste like?
What colour is it? Does it have a smell? What does it look
like when it grows? How does it feel in your hand? How do
you tell when it’s ripe? What is great about it? How would
you describe the taste to someone who’s never tried it?
Do you have a favourite variety?
Dare to fail
Be visible
Be human
Be the green grocer
Name each produce
Say which is better
Explain why!
Game - How do you like them apples?
Dare to fail
Be visible
Be human
Be the green grocer
Game - The Planet’s most Pleasing Produce
Give an impassioned
argument as to why your fruit
or veg is the planet’s most
pleasing produce.
Pay attention to your
nonverbal as well as verbal
communication!
If we connect to a customer but ignore their priorities,
we could go horribly wrong.
Let’s take a look at common customer priorities...
CHATTY Want to connect to
people, feel they
know who they’re
buying from
SPEEDY To get in and
out quickly, get
their stuff and move on
CHOOSY To select the
best one, to get
something really
good
THRIFTY To get the
cheapest, best
value, to save
money
NEWBIE
Need help finding
things - don’t know
where they are
1. GREET. Everyday, say hello to or
greet 10 customers and share
knowledge as a side to doing
tasks
2. IMPROVE. Say hello and engage
with customers when not busy.
3. COMPLETE. Carrying out our
processes whilst interacting and
interrupting yourself to connect to
customers.
Create your store-specific
learning plans.
Store specific learning plans
IDEAS
• Run a full Excellent Produce Service/ Return of the Green Grocer session
• Weekly check-ins about the 3 reminders: ask people to track their own
progress
• Body language and mask activities
• The GREATEST GREEN GROCER contest or micro-contests to be held on
floor
• Customer priorities role playing exercise
• Self assessments: ask colleagues to keep notes on progress and report
how
they’re doing
• Fruit or veg of the week nominations
Be Visible Be Human Be the Green
Grocer
Helpful
Friendly
Personable
Knowledgeable
A Training Session from Media Zoo