SALES FLOW CHART in 3 acts

Customer came into the cafe

Act 1.0: Greetings

- To welcome customers
- To give a good 1st impression of our store
- To acknowledge the new customer, existing customer, and café crew that we aware of their existence / arrival

Example:
Selamat datang! / Welcome to Pedalhaus!

Act 1.1: Giving Time & Break the Silence

- It is important to give some time to our customer to read menu, adapt with the store environment, and make decision
- Do not rush the customer for their comfort, pleasure, and buying experience
- However, you must have a good judgement on how long ‘giving the time’ process should take place based on situation of the store
(busy hour / relax period). The suitable period is between 10 to 15 seconds.
- After suggested period, IF the customer still did not proceed to order, you have to take initiative to ‘break the silence’
- There is plenty of reason why customers would take longer time to order. So you have to take initiative by breaking the silence first.
 Example:
Boleh saya ambil order Tuan? / Encik nak order apa, ya?

YA! / BOLEH! TIDAK!

If the customer said yes, you will further to Give more time to customer in suitable
the next Act: Taking Orders. longer period according to their reason
of decision making delay.

Act 2.0: Taking Orders

- Some customers are fully ready to buy item on theirs choose. Take their order accordingly.
- Some customers are waiting to be served. This is your chance to give suggestion and help them buying.
- When making suggestions, there are 3 things that you can include: best sell item, pastry / beverages of the day, new on shelf

Act 2.1: Extra Buy

- After taking customers main order, you should suggest more for extra buy
- Extra buy is one of the effort to double up customer purchase in a single receipt
- When pitching for extra buy, DO NOT TALK ABOUT PRICE, BUT VALUE.
- For example, you can suggest on additional side order that would be a perfect match of their main order (Main: Hot Latte +
Suggestion: Mini Apple Lattice Puff), ask them to add item to meet the floor price hence activate certain discounts (add RM3 more
to reach RM15 in total to get MAE apps discount), taunt them for exclusive item on store ( buy limited edition tee / last pastry on
display)
 Example:

Encik nak tambah apa-apa lagi? Saya cadangkan… / Ada order lain tak yang Cik nak tambah? Kami ada…

YA! TIDAK!

Read customer signs or body gesture before continuing to “No” is a clear signs that customers made up their mind to
pitch for extra buy. spend money on what they choose only.

Make it fast, simple, and tempting. Do not hustle and hard sell; it will bounce back as
negative buying experience for future possible purchase.
Learn how to accept rejection. They may not want to add
anything even after you pitch. Learn how to accept rejection.

Act 3.0: Closure

- Close order by proceed to make transaction

- Read the full item ordered one by one in fast but loud manners if you need to do so in case there is ‘noises’ in taking order process
- Note customer with side promo / campaign / remarks
- Say Thank You!

*draft 1 22/5/22