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Lesson 4: Face-to-Face
Contacts
Mama’s Subs

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Face-to-Face (F2F) Contacts
 Mastering F2F contacts is a process that
involves three steps:
1. Greeting the customer
2. Helping the customer
3. Ending the interaction
 These steps outline the process of F2F
interaction from the moment customers walk in
the door (greeting the customer) through the
ordering process (helping the customer) to the
moment they complete their order (ending the
interaction)

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F2F Contacts
 By the end of this lesson you should know:
 How to greet every customer while making a good
impression
 How to show and tell when helping a customer
 How to effectively and efficiently help a customer
 How to leave a good last impression when ending
an interaction with a customer

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Step 1: Greeting the Customer
 In lesson 1, you learned how to make a good impression
 However, there will be occasions where, no matter how
hard you try to look professional, you cannot accomplish
this
 E.g., a customer may not like the way you look for no
rational reason
 When this happens, your first words will go a long way to
begin building your customer service foundation

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Greeting the Customer
 Greet every customer
 A quick smile, and interested look, and a friendly
greeting will show customers that you are genuinely
happy they chose Mama’s Subs
 A friendly greeting will help overcome any negative
vibes the customer may pick up when they are forming
their first impression
 Make sure to greet every customer when they walk
through the door or walk up to the ordering station

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Greeting the Customer
 Make an impressionable opening statement
 What you say is important in presenting yourself
and Mama’s Subs to the customer
 Add something to let them know you are happy
they walked through the door”
 “Hi! Welcome to Mama’s Subs, where we make sub
as good as mama does”
 When you say more than hello, you send the
message to the customers that you are interested
in them and appreciate their choosing Mama’s
Subs

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Greeting the Customer
 Explain to them how you can help and give them your name
 After greeting customers and making an impressionable open
statement, ask how you can help:
 “Hi! Welcome to Mama’s Subs, where we make subs as good as
mama does. My name is Sue and I’m here to take your order.
What can I get started for you today?”
 Tune into your customers
 Pay close attention to customers’ body language, make eye contact,
and smile at customers
 If they are not responding positively, pick up on the emotional clues
 Respond accordingly to their attitude and mood
 When you are interested in the customers, you will be able to pick
up on these cues and respond appropriately

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Step 2: Helping the Customer
 After greeting the customers, it
is now time to help them during
the ordering process
 During each interaction, pay
attention to that one customer
and nothing else
 Show that you are interested in
helping by listening actively and
making eye contact

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Helping the Customer
 Show and Tell
 Whether you are taking orders, making subs, ringing customers up,
or delivering the subs to tables, it is important that you either show
or tell them what they are looking for
 If a customer is asking where something is located (e.g.,
restrooms), show them rather than pointing in the direction
 If a customer is asking about the product (e.g., combo deals), tell
them about it and offer a good description rather than simply
pointing to it on the menu
 Make the most of your question and answer period
 Remember to ask the correct questions and give the correct
answers
 Also remember how to identify customers’ needs
 If a customer asks for a specific sub, ask questions to make sure
you make it exactly the way they want

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Helping the Customer
 Know when to back off
 Pick up on customer’s cues to determine whether you should up-sell
 Don’t be overbearing; up-selling subs is one thing, but you can
quickly cross the line into the realm of bothersome if you don’t back
off when the customer is set on their decision
 Effectiveness and efficiency are important
 Being effective means finding the right solution for your customer’s
needs
 Knowing your products and services is key during this
 If you are unsure of your customer’s needs, ask a manager or
coworker to help find the right solution
 Being efficient means finding the best solution quickly
 You can be knowledgeable, but if you take too long to come up
with a solution, you are going to lose ground with your customer

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Step 3: Ending the Interaction
 Customers are going to remember something about their visit
to Mama’s Subs
 Whether they come in just the one time or whether they are
repeat customers, it is your job to make their visit memorable
by making them feel valued

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Ending the Interaction
 Find the right solution
 When you find the right solution, your customers will feel good about
coming to you for help
 Sometimes you may not have any solution to offer, but even if you
are unable to give them what they need, show them you tried your
best
 Make sure the customer is satisfied
 After you have asked the right questions, identified customers
needs, and have found the best solution, go one step further to
make sure the customer is satisfied
 If you know they are happy, validate their decision (“You’re going to
love this sub. It is delicious.”)
 If you feel the customer is unsure or hesitant, ask them if they need
any more assistance (“Do you have any questions about the menu
items?”)
 If you are unable to find the right solution, apologize (“I’m sorry we
couldn’t help you with ________ today”)

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Ending the Interaction
 Acknowledge customers for coming to Mama’s Subs
 Always let your customers know that you appreciate their
business
 “Thank you for choosing Mama’s Subs today! We hope you
enjoyed your visit! Please come again soon!”
 This step is key to leaving a good last impression of Mama’s
Subs