1. Working the Crowd and Building Lasting Relationships

2. The Two Extremes of the Winery Business Very Busy Very Quiet

3. The Role You Play We are 100% in control of whether or not our customers have a great experience in our winery, regardless of the time of year, the number of customers or the number of employees working at that time.

4. “Hi! Welcome to ___ winery. What brings you in today?”

5. “Hi! Welcome to ___ winery. What brings you in today?”

6. SPLIT SPLIT peed itch oudness nflection imbre

7. Speed Average rate of speaking in the English language: 125 – 150 words per minute Fluctuations of speed = tempo This is the rhythm of our speech

8. Tempo is where we fluctuate the speed throughout a sentence. Speed It can mean the difference between: and This! This

9. “A woman without her man is nothing” and “A woman: without her, man is nothing” Or the difference between:

10. Factors which influence speaking speed: Age Knowledge Level Message Language Age Knowledge Level Message Language Speed

11. Pitch Higher pitches Less threatening More emotional Less threatening More emotional Lower pitches More relaxed More serious More relaxed More serious

12. Louder voices More intrusive More emotional More intrusive More emotional Softer voices More intimate More controlled More intimate More controlled Loudness

13. Inflection This car is red.

14. Timbre is the ‘colour’ or ‘quality’ of a voice Five voice categories Breathy Nasal Forward Throaty Resonant Timbre

15. The Power of Passion Use winning words and phrases to portray your passion to your customers. Use words like “Excellent”, “Absolutely”, “Wonderful” and “I just love this”. SMILE! A smile is the only universally understood facial expression. So, always, always, always make sure you’re smiling. Always have a positive outlook and a positive demeanor. This will go a long way to helping you demonstrate your passion. Maintain positive body language. Open yourself to your customer, don’t cross your arms and gesture slightly with your hands/arms while you talk. Talk with a positive tone and a smile on you face. Slightly quicker than normal, but not too fast that your customers can’t understand you. Voice Body Language Enthusiasm Words Facial Expressions

16. The Connection Between Energy and Passion

17. Channeling Your Personal Passion What are you passionate about?

18. The “Too Busy” Trap

19. Control the Controllables You have a tour of 25 people in your winery and the food sample has run out.

20. Strategic Brainstorming Exercise What are some of the common issues or challenging situations that occur during the busy times in your winery?

21. Greeting Here are the 3 steps to a great greeting: 1.Eye contact 2.Smile 3.The words that you use During the busy times: 1.Look up, with a smile, at the group of people. Many will not make eye contact with you. For those who do, however, make sure you acknowledge them. 2.Broaden your smile, nod and say hello. Engage the ones who appear interested in engaging with you. The key is being constantly aware of what’s going on around you!

22. Greeting and Closing Greeting the tour  Stand right at the entrance  Speak loudly  Keep your greeting short  Tell them how to find assistance  Big smile Concluding the tour  Know their schedule  Speak loudly  Big gestures  Big smile  Keep them calm

23. Asking Questions “Have you ever tried our Pinot Noir?” ‘How many of you drink red wine?” “You sir, you said you like red wine. Which is your favourite?” http://vimeo.com/42614020vimeo.com/42614020

24. Customer Pinball Step 1: GREET Step 2: Find out what they want Step 3: Give them directions – in broad terms Step 4: Get permission to leave your customer Step 5: Return to the first customer

25. The “Too Quiet” Trap

26. Asking Questions “You can make more friends in two months by becoming interested in other people than you can in two years by trying to make them interested in you.” - Dale Carnegie

27. Empathy The Personal Journey Story 1.Helps to build a relationship with your customer. Finding commonalities with your customer forms connections that were not there before. 2.Gives you a foundation for making a sales recommendation. Your customer will have more trust in your recommendation when they understand the reasons behind it, and they can relate to those reasons.

28. Intimacy/Make It Special Make your customer’s experience something very special for them. Find something unique that can turn a good customer experience into a WOW experience.

29. Working the Crowd and Building Lasting Relationships