Module 3

Lesson 1: Introduction to Store Operations

• Effective ways to welcome customers.

• Creating a warm and inviting environment.

Lesson 2: Understanding Customer Preferences

• Recommending drinks based on customer preferences.

• Upselling and cross-selling techniques.

Lesson 3: Handling Customer Complaints:

• Active listening and empathetic responses.

• Resolving common issues such as incorrect orders, wait times, and product dissatisfaction.

Lesson 4: Loyalty Programs and Customer Retention

• Encouraging repeat visits through reward programs.

• Engaging with customers to build community relationships.

Lesson 5: Conflict Resolution and Difficult Situations

• Managing difficult customers professionally.

• De-escalation techniques for tense situations.