Coffee shop training manual.docx

1、Coffee shop training manualRESTAURANTS & BARS COFFEE SHOPTRAINING MANUALINDEX1. F & B RULE & REGULATIONS 餐饮部管理规章制度2. FF&E OF F&BFixture 固定物 Furniture 家具 Equipment 设备、器材 Hollowware 凹凸物品 Flatware 平的物品 Western Chinaware Chinese Chinaware 3. FOOD KNOWLEDGE Vegetables Fruits Regular Seafood 固定的，经常的 Cerea

2、l Basic Condiment 基本的调味品 Basic Herb & Spices 基本的草药和香料 Basic Sauce Salad Dressing Dessert Sauce Cheese Dairy 乳制品 Bread Breakfast Pastries 早餐糕点 Cakes & Pies 蛋糕和派 Pasta Chinese Pasta Basic Cooking Menthol Food Taste 尝出食物的味道 Food Preparation 准备食品 Ingredients Cutting 切割的分类4. F&B LINEN POLICY 布草的政策5. ROOM

3、 SERVICE SERVICE STANDARD 送餐服务标准6. BUFFET KNOWLEDGE 布菲知识7. GLASSWARE 8. BAR EQUIPMENTS 吧台设备9. BEVERAGE KNOWLEDGE 酒水知识10. WINE SERVICE 葡萄酒服务11. CHAMPAGNE SERVICE 香宾服务12. COFFEE SHOP SEQUENCE OF SERVICE 咖啡厅服务流程13. F&B SALES IMPROVEMENT SKILL 增进销售技巧14. BANQUET BAR SET U 宴会吧的布置F&B SALES IMPROVEMENT SKIL

4、LINTRODUCTIONWhy be a salesperson?为什么存在销售员？ Selling is much more interesting and fun than just ordertaking, Lets all be salespeople.推销比交谈还要有趣和轻松。让我们一起做一名销售员吧！ We will all benefit when we increase our outlet revenue by selling more.当我们部门的收入更多来自我们的推销，我们将得到很多的好处！1. Selling by suggesting.推销来自建议Guest lik

5、e suggesting.Very few guests decide what they want to eat or drink before entering the outlet. In fact, many people have difficulty deciding what to order.非常少的客人在进入餐厅之前会决定他们要吃些什么和喝些什么。事实上，更多的客人很难决定自己要点些什么！Advantages利益Why is it good if we give suggestions rather than waiting for the guest to make up

6、his mind?为什么与其让客人自己决定他的主意不如让我们给他一个好的建议呢？ Saves time 节省时间 professional image 专业形象 increases sales增加收入 More personalized service更多个性化服务 Reduces costs 减少成本Why is the first one the specific suggestion More effective?为什么第一个明确的建议是最有效的？Great an image in the guests mind which will encourage him to buy, gene

7、ral suggestions dont do any “Advertising”在客人的眼中一个超乎寻常的印象是他的消费会给他带来哪些奖励，一般的建议没有任何的广告效应。.If the client says no to your first suggestion you can easily make another; but if he says “No dessert”, the door is closed.如果顾客说不接受你的第一个建议你能很容易地给他其他建议。 What expressions can we use to make specific suggestions?什么表

8、达方式能让我们去创造明确的建议？ Would you like? May I suggest? I can recommend. The is very good today When is the best time to make suggestions?何时是创造建议的最好时机？High volume restaurants: Suggest when presenting the menu.餐厅高峰期：建议当进入场地后点餐。Fine dining: After serving the aperitif but before guests red the menu.服务开胃酒但要在客人点

9、红酒之前Desserts: Make sure you have cleared the table first,then return to sell desserts. 甜品：首先确认你有一张干净的桌子，然后再去销售甜品Appetizers: Before main course Most guests will buy a main course anyway, but they might not order an appetizer if the have already chosen a heavy main course. 开胃品：在主要过程以前更多的客人会获得随随便便一个主要过

10、程，但是他们可以不点开胃品如果他们确定选择一个不愉快的主要过程的话 Do not worry about NO不要担心“NO”Do not worry if a guest says “NO” to your suggestion如果客人对你的建议说“不”请不要担忧Not all your suggestions will be accepted, but thats OK dont take it personally, Guests say no because they dont want your suggestions, not because they dont like you.

11、 不是所有你的建议都会被承认，但是不要亲自跟客人说thats OK，客人觉得没理由他们不接受你的建议，没理由他们不喜欢你。Event guests who do say no will appreciate your efforts to be helpful and professional2.Handling Objections使操作客观化 What to do if a customer says “no”?如果一个消费者说“不”要怎么去做？As long as the guest is friendly, just suggest something else.只要客人是友好的，仅要

12、建议其他一些东西。If he/she is unfriendly or disinterested then stop trying to sell just ask if he/she would like anything else？如果客人是不友好的或无私的，那时停止去出售只问客人还要别的需要吗？ General guidelines.综合指导方针Dont be scared or bothered by objections.不要恐惧或使客观化变成麻烦The main thing is to handle the objection, be ready to answer back w

13、ith confidence. If you are selling something, be prepared to say why you suggested it.主要事情要客观化操作，要有信心预备回复。如果你出售了某些东西，你要准备去说为什么你要推荐它。If a customer challenges your suggestion, be ready to answer back with confidence. If you are selling something, be prepared to say why you suggested it.如果一个消费者挑逗你的建议，要

14、有信心预备回复。如果你出售了某些东西，你要准备去说为什么你要推荐它。Often, a customer will buy our suggestion even after given an objection, Just like us : we sometimes say “its expensive” but still buy it.经常，一个消费者获得我们恰到好处的建议在一个有缺陷的建议之后。我们同样是公正的：我们不时地说“它是贵的”但他们乃会买它。 Summarize main points.主要要点总结Dont be scared by an objection, as a pr

15、ofessional you can handle it.我们不要害怕缺陷，做为一名专业人员你有能力处理它。We will aften face objections: Some customers may have tried our suggestion and didnt like it, or they may have already make up their mind to have something else. 我们 aften 将会面对异议吗: 一些客户可能已经尝试我们的提议并且没有喜欢它, 或他们可能已经已经决定有别的东西If a guest challenges your suggestion, then answer confriendly.Some customers just say “no” to our recommendation, If the customer is friendly and interested then recommend something different, If the customer is unfriendly or disinterested then stop selling.3.High profit items高利润项目 Selling extras.额外销