Interacting Scenario One

Transcript

Your job is not an easy one. You have duties and assignments that are important to your employer. And if you're taking this training, you communicate with the public. Oftentimes, the people you meet with have questions about the area. Let's look at some examples of the interactions with a few of the visitor types that we learned about earlier.

FRONT DESK CLERK: All right. Here are your keys and your room is on the 2nd floor. Is there anything else I can help you with today?

SPORTS FAN GUEST: Yes actually. We're in town for the game tomorrow and we'd like to go out to some place local, do you have any suggestions?

FRONT DESK CLERK: Oh yeah, we have some great options. What kind of food or atmosphere you in the mood for?

SPORTS FAN GUEST: Haven't really thought about that. We know we don't want fast food, but we'd like it to be kid-friendly, definitely local, maybe a burger or Italian, something like that.

FRONT DESK CLERK: OK. One more question for you, are you looking for something within walking distance or will you drive or take a cab?

SPORTS FAN GUEST: We do have a rental car, we could drive. But we don't want to go too far. We'd like to get back and get the kids in early.

FRONT DESK CLERK: OK. I have two places for you, both have good parking, both are kid-friendly. And actually, the first one is not too far from here. So if you leave, you're going to want to go down the street, take a right, go--

OK. That was a good example. There are couple of things to take note from that exchange. The front desk staff asked several qualifying questions to understand the visitor's needs. Plus, she knew the area and was able to make some suggestions.

You can see that it’s important to know the options. In this scene, Jess effectively whittles down the available options for her customer without being too restrictive. The two keys here are to get a closer approximation of the customer’s needs by asking qualifying questions, and then offering specific solutions to those needs based on your extensive knowledge of the local area.

With a little luck, this kind of interaction will send the customers on their way to making happy memories of their time here.

Next Page: Interacting Scenario Two