�Make A Friend
Storyboard
Overview | |
Course Title: | Make A Friend |
Learning objective: | How sales associates interact with a guest when they walk into a boutique given a mobile reference guide. |
Description Text | It's no secret that we love our guests. Our guest is why we do what we do every day, and we want them to know how important they are to us. As a team member, you make the difference to an amazing guest experience. In this course you will learn how to interact with a guest when they walk into the boutique. You will create a unique guest experience. |
Units | Welcome Every Guest Look For Cues Put It Into Action |
Client: | Clothing Boutique |
Instructional Designer: | Bianca Martinez |
Units | ||
Nr | Name | Content |
1 | Welcome Every Guest | What is small talk/engage scenario |
2 | Look For Cues | Types of cues |
3 | Put It Into Action | Next steps to take |
4 | | |
5 | | |
6 | | |
Style Guide | |
Logo | NA |
Cover Photo | Boutique stock-image.jpg |
Custom colours | Nude #ceaaa3 |
Fonts | Heading: Libre Baskerville Body: Source Sans Pro |
Additional Notes | |
Templates | NA |
Welcome Every Guest
Lesson | Small Talk | ||
BLOCK ID | 1.1 | BLOCK TYPE | Text |
NOTES Block in brand color Text in black | CONTENT Small talk leads to big things Welcome every guest with a warm, genuine, and friend-like greeting. Show them we are excited they are shopping here. | ||
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Lesson | Small Talk | ||
BLOCK ID | 1.2 | BLOCK TYPE | Text and Image |
NOTES | CONTENT | ||
Image on left Text on right | When greeting our guests, their shopping needs may become apparent right away. For others, welcome them in and start getting to know them through natural conversation. | ||
Lesson | Small Talk | ||
BLOCK ID | 1.3 | BLOCK TYPE | Image and quote |
NOTES | CONTENT | ||
Image in background Text in white | Quote: “A brand is defined by the customer's experience. The experience is delivered by the employees.” -Shep Hyken | ||
Lesson | Small Talk | ||
BLOCK ID | 1.4 | BLOCK TYPE | Text and Bullet Points |
NOTES | CONTENT | ||
Background white | Small talk is a great way to establish a friendly connection. These interactions should invite a two-way conversation. Examples of ways to greet customers with small talk (in bullet points) | ||
Lesson | Small Talk | ||
BLOCK ID | 1.5 | BLOCK TYPE | Text and Bullet Points |
NOTES | CONTENT | ||
Background white | You have already built relationships with your regular customers. Let them know you remember them. Examples of ways to greet regular customers. (in bullet points) | ||
Lesson | Let’s Make A Friend | ||
BLOCK ID | 2.1 | BLOCK TYPE | Scenario |
NOTES | CONTENT | ||
3 types of scenarios Sales Associate chose the best guest interaction | Scene 1: Woman (sales Associate) in a boutique background 1.1 How would you welcome a guest into the boutique? Choose the best guest interaction. Neutral character 1.2 A guest just walked into the boutique by herself looking like she's on a mission. What is the best guest interaction? Neutral character Choice 1: Welcome in! Is there something in particular you are shopping for? Feedback: Great! The guest tells you what she's looking for! Happy character Go to: Next in scene Choice 2: Welcome! How's your day going? Feedback: The guest is on a mission Thinking character Go to: Try Again | ||
Lesson | Let’s Make A Friend | ||
BLOCK ID | 2.1 (Continued) | BLOCK TYPE | Scenario |
NOTES | CONTENT | ||
3 types of scenarios Sales Associate chose the best guest interaction | 1.3 A regular guest walks into the boutique. What is the best guest interaction? Neutral character Choice 1: Welcome back! How was the party? Feedback: The guest is excited you remembered you had previously helped her shop for a party! Happy character Go to: Next in scene Choice 2: Welcome, have you shopped with us before? Feedback: Remember, this is a regular guest. Thinking character Go to: Try Again | ||
Lesson | Let’s Make A Friend | ||
BLOCK ID | 2.1 (Continued) | BLOCK TYPE | Scenario |
NOTES | CONTENT | ||
3 types of scenarios Sales Associate chose the best guest interaction | 1.4 A guest walks into the boutique with a bright yellow bag. What is the best guest interaction? Neutral character Choice 1: Welcome in, Nice bag! Feedback: Be specific, and open ended Thinking character Go to: Try Again Choice 2: Welcome in! I love your yellow bag! Is there anything I could help you find today? Feedback: The guest LOVED the compliment! Happy character Go to: Next in scene | ||
Lesson | Let’s Make A Friend | ||
BLOCK ID | 2.1 (Continued) | BLOCK TYPE | Scenario |
NOTES | CONTENT | ||
3 types of scenarios Sales Associate chose the best guest interaction | End Scenario 1.5 Thanks for welcoming in the guest! Great job at choosing the best guest interaction. Happy character | ||
Look For Cues
Lesson | Verbal & Non-Verbal Cues | ||
BLOCK ID | 3.1 | BLOCK TYPE | Text and Image |
NOTES | CONTENT | ||
Image in background Text in white | A guests verbal and non-verbal communication help us make a friend. Background: | ||
Lesson | Verbal & Non-Verbal Cues | ||
BLOCK ID | 3.2 | BLOCK TYPE | Flash Cards |
NOTES | CONTENT | ||
3 Flash cards Front: Image Back: Text | Cues to help you approach a guest. Card 1 Front: Back: Formality, speed, & inflection can communicate a guest emotion, perspective and mood. Card 2 Front: Back: Body language, facial expressions, and eye contact are all ways to express thoughts and emotions without words. Card 3 Front: Back: Observing a guest verbal, and non-verbal cues help you understand how much engagement they really want. | ||
Lesson | Verbal & Non-Verbal Cues | ||
BLOCK ID | 3.3 | BLOCK TYPE | Knowledge Check |
NOTES | CONTENT | ||
Multiple Responses | Question: What are three non-verbal cues? Choices: Facial Expressions Body Language Inflection Eye Contact | ||
Put It Into Action
Lesson | Practice & Implementation | ||
BLOCK ID | 4.1 | BLOCK TYPE | Image |
NOTES | CONTENT | ||
| Solo Image | ||
Lesson | Practice & Implementation | ||
BLOCK ID | 4.2 | BLOCK TYPE | Text |
NOTES | CONTENT | ||
Small block as a header for next block Brand color as background | Here are some ideas on what you could do next to Make A Friend! Check something you would like to implement in your boutique. | ||
Lesson | Practice & Implementation | ||
BLOCK ID | 4.3 | BLOCK TYPE | Checkbox list |
NOTES | CONTENT | ||
All are correct |
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Lesson | Fantastic job, you made the guest experience great! | ||
BLOCK ID | 5.1 | BLOCK TYPE | Text |
NOTES | CONTENT | ||
Small block Brand color as background | Amazing work! | ||
Lesson | Fantastic job, you made the guest experience great! | ||
BLOCK ID | 5.2 | BLOCK TYPE | Image and Text |
NOTES | CONTENT Last Block | ||
Image on left Text on right | You have finished the course and are ready to make a friend in the boutique! No matter your role, create an amazing and unique guest experience. � | ||