Baristas are required to learn how to have a pleasant conversation with customers in a coffee bar.

The bar in the Italian coffee bar is not only a place to choose and deliver goods to customers, but also a place where customers can sip espresso standing up.

As a result, in [Segafredo ZANETTI], which is run in an Italian coffee bar, the bar also functions as a standing counter, so customers can often be seen leaning against the bar sipping espresso. You can also see many customers chatting happily with the coffee bar chef. The topic of chat is not only related to the taste of coffee, but also covers the topics around us, such as weather or sports. Sometimes there are even bursts of laughter, just like two good friends are chatting, giving people a very warm feeling.

[Segafredo ZANETTI] hopes to bring the kind feeling of Italian coffee bar to customers as if they were at home. Therefore, they attach great importance to the conversation between coffee bar chefs and customers. Let customers enjoy a relaxed atmosphere by having a cordial conversation like chatting with friends.

In addition, some thoughtful coffee bar chefs can also find customers' preference for cappuccino or espresso by chatting with customers.

At the bar of an Italian coffee bar, customers can directly ask the bartender for "less espresso" or "more milk". The coffee bar chef will also try his best to meet the requirements of customers and provide the most intimate service.

By chatting with customers at the bar, you can skillfully find out your preferred coffee taste. Chatting with customers can help caffeine bar chefs identify several key points of customer requirements, and then make a cup of coffee that is more in line with customer preferences. Therefore, the coffee bar chef standing at the bar and gossiping with customers can be said to be an important service to make customers feel at home.

You can also chat with customers who are not used to the bar style.

Recently, more and more customers are traveling overseas, so more and more customers are accustomed to Italian coffee bars. In addition, overseas information is also available from magazines, so even in Japan, more and more people seem to be used to drinking coffee at the bar. There are also customers who come to the coffee bar for coffee in order to chat with the bartender.

Having said that, there are still many customers in Japan who are not used to this way of standing at the bar and drinking coffee. In fact, there are still many people who resist this form of drinking coffee.

For those customers who are not used to drinking coffee at the bar, the coffee bar chef must strengthen his conversation skills so that he can chat with these customers easily and naturally.

To seize the good opportunity to chat or create opportunities to chat, memorize a few topics that are easier to talk to, so that customers naturally start to chat.

Here, let's introduce the [Segafredo ZANETTI] who completely transplanted the Italian coffee bar to Japan, and how their coffee bar makers use conversation skills to chat with customers.

Topics that customers often talk about with the staff

1, the topic of weather 2, the evaluation of coffee 3, questions about coffee machine

4. Location of other branches. 5. Expectations for new products.

6. Ask about the goods (such as the difference between cappuccino and latte)

Topics that are easier for staff to talk about with customers

1, the topic of the weather 2, which kind of goods do you like 3, the topic of Italy

4, the topic of sports 5, the topic of customer work 6, hot news

7. Whether you are working nearby. 8. Whether you are on your way to work

9. About what the customer wears

Find a topic from the things around you

In the [Segafredo ZANETTI] store, the coffee bartender can talk to customers face-to-face across the bar. The coffee bar maker must take the initiative to talk to customers so that they can easily stand at the bar and enjoy espresso.

Having said that, it takes courage to suddenly talk to a customer who doesn't even know his name and is a complete stranger. In fact, there are some topics that are easier to talk about. For this content, we asked the coffee bar maker who works in [Segafredo ZANETTI] and did a questionnaire survey.

According to the results of the questionnaire, the categories are based on the following topics:

What do you think of the taste of espresso?

2. Do you work nearby?

Are you on your way to work?

Most of the staff seem to ask customers how they feel about the taste of coffee, their favorite coffee drinks, or their reasons for coming to the store, work, and so on. It is easier for customers to answer questions about themselves, so the conversation will go more smoothly.

In addition, find out the common topics with customers. Starting from that topic, most of them can talk very energetically.

"what a beautiful watch! I like this brand, too! "

Like this, find a topic from what the customer wears, such as watches or purses, necklaces, etc. Find out what they have in common, such as the brand you like, and you can create opportunities to chat.

There are other topics about Italy, sports, hot news, etc., as long as you ask questions that customers are interested in, you can take the opportunity to open the chatterbox with customers.

As for the customers who are already used to standing at the bar drinking coffee, on the contrary, they will take the initiative to chat with the coffee bar chef. In this case, the questions and topics raised by customers are also varied.

such as

This kind of espresso is really delicious.

What's the difference between a cappuccino and a latte?

3. What kind of drink do you suggest I drink?

Most of them are feelings or questions about the goods, in addition, how to use the espresso machine, and so on, all seem to be about the goods or machines in the store.

As a coffee bar chef, it is very important to answer all the questions raised by these customers. If the answer is not good, the conversation is often interrupted. Therefore, in addition to the basic knowledge of the product or espresso machine, the coffee bar chef must also know the secrets of good coffee or recommended products, as well as the skills of interpretation. explain to customers in an easy-to-understand way.

In addition, there are customer requirements for new products, asking about the location of the branch, praise for the Italian espresso machine, and so on. In the coffee bar chef's answer questionnaire, there are also a variety of happy episodes, which make people deeply feel the bad atmosphere created by the bar.

In fact, the basis of this beautiful atmosphere depends entirely on the careful observation and service of the coffee bar chef to the customers.

The impression of the first sentence is very important.

Due to the limited occasions and opportunities to get in touch with customers, the impression of the first sentence is very important. The impression of the first sentence on the customer will have a great impact on the following conversation.

At the beginning of the first sentence, it is mainly 'hello'. Like:

1. Good morning!

2. Hello!

Good night!

As long as you greet the customer with a bright smile, I believe the customer will respond with a smile.

The most important thing here is not to use things like "Welcome!" Equal standard language should be greeted in a more cordial and natural way.

Because it's hard for customers to respond to words like "Welcome". Across the bar, it is difficult for customers to start a conversation with the phrase "welcome". First of all, the coffee bar chef has to say hello to the customer easily before he can start the conversation smoothly, shorten the distance between the customer and the customer, and get closer to each other.

In a branch of [Segafredo ZANETTI], it will say, "you seem to come here every day!" Thank you! " The greeting, take the opportunity to chat with the guests, the two sides start a dialogue across the bar.

Looking for an opportunity to talk to customers, I often feel embarrassed because I am nervous or uneasy. Therefore, if they are regular customers who often show up in the store, it will be easier and less nervous to take the initiative to say hello to them first. As for the customers themselves, because they have been here many times and are used to the mode of operation of the store, they can deal with it calmly, so it should be easier to talk to each other.

According to different times of the day, changing the language of the chat-up line will also be more effective for starting a conversation.

For example, the most common topic is the weather. Therefore, during the day, it can be said:

It's so hot today.

The weather has been getting cold since yesterday.

If it's in the morning, you can say, "it looks like it's going to rain this evening."

Telling customers the weather forecast for the day is also a good topic to chat with.

Because the plan of the day is in the morning, for customers, the weather forecast for the day is also one of the information they are interested in. It is helpful to start a conversation with the questions that customers are interested in as the beginning of the chat.

In addition, if it is on a weeknight, for office workers, you might as well say some words of comfort to them, such as "it's been a hard day's work" and so on. A thoughtful greeting to the customer can relax the customer and make the following conversation go more smoothly.

However, when choosing the first greeting, you must first observe the customer carefully. Judge from the appearance of the customer, what kind of thing may arouse the other party's interest, and then choose the right topic from it. This can be said to be very important.

Create opportunities to chat with customers

1. Say hello according to different time periods

2. Talk about the weather

3. Ask customers where they live or go to work, and find out what they have in common from the topics around them

The conversation skills of having a pleasant conversation with customers

The coffee bar chef of [Segafredo ZANETTI], in order to achieve the purpose of having a pleasant conversation with customers, has improved his conversation skills.

A lot of kung fu.

A customer standing at the bar with coffee. I'm usually alone. Under such circumstances, it is true that he suddenly took the initiative to chat with the customer.

It takes courage. Therefore, the coffee bar chef of [Segafredo ZANETTI] will deliberately say some topics that arouse customers' interest first, so that customers can smoothly join the chat.

On topics such as preferred goods, tastes or favorite baseball teams, colleagues at work smoothly ask customers for their opinions in the course of small talk. "what do you think?" As soon as the customer answers the question, he often follows the conversation. To use this method, the tacit understanding between coffee bar chefs is very important, and partners should know how to create a pleasant chat atmosphere. From the customer's point of view, if the partner appears to be depressed, it will be counterproductive.

However, after all, the duty of the coffee bar chef is to stir up the topic of chat, so be careful not to go too far, and finally remember to return to the role of "listener".

Dialogue is a mode of interaction between the listener and the speaker. If the listener asks too many questions at once, it will often make it difficult for the speaker to continue. After all, it is the customer who wants to enjoy the chat, not the coffee bar chef himself.

Only by being a good listener and making the atmosphere of the chat seem lively, can we find the taste that customers prefer. If you can learn the customer's hobby from the chat. This is also a very important skill for the coffee bar chef.

There are many techniques to make the conversation go smoothly, but the important thing is the smile and eye contact. The point is to always be aware of the existence of customers and chat with them in an easy and natural way.

Matters needing attention in chat rooms with customers

When chatting with customers, no matter how relaxed and pleasant the atmosphere is, we should be careful not to be too casual.

When [Segafredo ZANETTI] coffee bar chefs chat with customers, they pay special attention to the words they use. Always remind yourself that you are

Don't be too hasty when chatting with customers.

Especially for older customers, be sure to use the correct honorific, do not make rude remarks, so as not to make customers feel uncomfortable.

On the other hand, for student customers, they do not have to look too serious and try to show a friendly attitude.

In addition, there are many customers standing at the bar reading books or newspapers, it is best not to disturb each other at this time.

Some customers like to spend their time alone, while others may not want to talk because they are not feeling well or in a bad mood that day.

Similar situations can be detected in a conversation that greets a customer at the beginning. When you meet this type of customer, it's best not to talk to the opposite party.

The coffee bar chef should carefully observe the appearance of the customer and skillfully judge what the customer expects, which is also one of the very important factors.

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Talking to customers is only a small part of the job of a bartender. They also have all kinds of work to do, such as accepting orders from customers, brewing espresso and so on. Therefore, no matter how pleasant the coffee bar chef is chatting with his customers, he should be careful not to be too intoxicated. Because once you talk too much, it's easy to make mistakes in other jobs. As a coffee bar chef, the most important thing is to pay attention to the surrounding situation at all times to meet the needs of all kinds of customers.

Don't forget to find a topic at any time.

Coffee bar chefs who work at [Segafredo ZANETTI] usually rack their brains to think of all kinds of topics that can be chatted publicly.

Most of the customers who come to the store to spend money are still interested in coffee. As a result, most of these customers will read coffee-related books, collect coffee-related information, and be able to tell what kind of coffee they like. In addition, there are many customers who read books in the store. Since there are so many customers who like to read books, you might as well read more bestsellers and share your reading experience with customers.

In addition, it is also very important to take a look at the weather forecast every morning. After all, it is easy to talk about the weather in the chat list. if you know the weather conditions of the day in advance, you can not only provide customers with useful information, but also chat with customers. In addition, knowing about popular TV programs, magazines or eye-catching social phenomena in advance can also increase the topic of chatting with customers. In this way, I am sure to become a coffee bar chef who is good at chatting.