Systems of Service
Systems of Service Quiz
Test your knowledge of the Systems of Service with our comprehensive quiz! This engaging challenge covers various aspects of service, designed to enhance your skills and understanding.
- 54 challenging questions
- Multiple-choice and checkbox formats
- Ideal for service professionals and enthusiasts
What is the definition of Engage?
See- How we help all feel welcome and included within our 4 walls.
Hear- How we create a serious connection. Find out who they are as builder.
Scent- How we increase play value they’ll have at home with additional items or incentives, so they are happier than when they walked in.
Taste- How we share our gratitude for each person who chose to play with us today
Touch- How we match a guest to their best build yet
What is the definition of Discover?
Touch- How we match a guest to their best build yet
Scent- How we increase play value they’ll have at home with additional items or incentives, so they are happier than when they walked in.
Hear- How we create a serious connection. Find out who they are as builder.
See- How we help all feel welcome and included within our 4 walls.
How we share our gratitude for each person who chose to play with us today
What is the definition of Convert?
Taste- How we share our gratitude for each person who chose to play with us today
Touch- How we match a guest to their best build yet
Hear- How we create a serious connection. Find out who they are as builder.
See- How we help all feel welcome and included within our 4 walls.
Scent- How we increase play value they’ll have at home with additional items or incentives, so they are happier than when they walked in.
What is the definition of Enhance?
Touch- How we match a guest to their best build yet
Taste- How we share our gratitude for each person who chose to play with us today
Hear- How we create a serious connection. Find out who they are as builder.
See- How we help all feel welcome and included within our 4 walls.
Scent- How we increase play value they’ll have at home with additional items or incentives, so they are happier than when they walked in.
What is the definition of Appreciate?
Scent- How we increase play value they’ll have at home with additional items or incentives, so they are happier than when they walked in.
Hear- How we create a serious connection. Find out who they are as builder.
Taste- How we share our gratitude for each person who chose to play with us today
See- How we help all feel welcome and included within our 4 walls.
Touch- How we match a guest to their best build yet
Select all of the Engage Studs.
Greet
Invitation to Play
Smile
Crossed arms
Eye contact
Hands in pockets
Looking down
Connect w/ kids
Humor
Back to door
LEGO Trivia
Unobservant
Hello!”; “Welcome to the LEGO store”; “Great to see you again”; “Good afternoon folks” is the clutch power for which STUD?
Invite to play
Eye contact
Greet
LEGO Trivia
Give guests your full attention. Keep natural eye contact while speaking and listening, is the clutch power for which STUD?
Invite to play
Eye contact
Greet
LEGO Trivia
Let me show you our digital box! We have 20 new sets uploaded. Do you want to pick one or be surprised?”;”We are playing table football today – would you like to be team red or blue?” is the clutch power for which STUD?
Invite to play
Eye contact
Greet
LEGO Trivia
Share what you know about the brand or product is the clutch power for which STUD?
Invite to play
Eye contact
Greet
LEGO Trivia
Get down on their level physically. Don’t assume adults know or don’t know something, is the clutch power for which STUD?
Smile
Introduce w/ name
Humor
Connect w/ kids & adults
Mention who you are, as well as others who are working, is the clutch power for which STUD?
Smile
Introduce w/ name
Humor
Connect w/ kids & adults
A simple gesture can brighten a person’s day - & show you are happy to see them, is the clutch power for which STUD?
Smile
Introduce w/ name
Humor
Connect w/ kids & adults
Humor is HUMAN. Who doesn’t enjoy a laugh? Is the clutch power for which STUD?
Smile
Introduce w/ name
Humor
Connect w/ kids & adults
Select all of the Discover Barriers.
Ask
Inquire about favorite build/ ways to playu
Avoid
Assume
Open ended questions
Judgemental
Listen/ Learn
Say no
Do you need help?
Problem solve
Are you finding everything alright?
What you say does not match how you say it
Talk about past builds and current passions., is the clutch power for which STUD?
Ask
Learn
Uncover needs
Inquire about Favorite builds/ ways to play
Uncover needs they may not even know about, is the clutch power for which STUD?
Ask
Learn
Uncover needs
Inquire about Favorite builds/ ways to play
The best way to discover is to ask questions, is the clutch power for which STUD?
Ask
Learn
Uncover needs
Inquire about Favorite builds/ ways to play
Learn about them. What or why they are building?, is the clutch power for which STUD?
Ask
Learn
Uncover needs
Inquire about Favorite builds/ ways to play
Problem solve for their existing request, is the clutch power for which STUD?
Listen
Problem solve
Share about you
Open ended questions
Why do you love this product, theme, build, etc. Share your stories & create a connection, is the clutch power for which STUD?
Listen
Problem solve
Share about you
Open ended questions
Create a conversation! What is your favorite LEGO theme? VS Do you have a favorite LEGO theme? Is the clutch power for which STUD?
Listen
Problem solve
Share about you
Open ended questions
What are they saying? What is their need & how can you help them?, is the clutch power for which STUD?
Listen
Problem solve
Share about you
Open ended questions
Select all of the Convert Studs.
Hesitation
Show
Play w/ Displays- DEMO
Storytelling
Opininated
Un-entertaining
Features & Benefits
Un-inspiring
Digital Box
Confirm their choice
Recommend alternative (SWAT)
Vague
DEMO a set at the DEMO Table or right there in the moment! Is the clutch power for which STUD?
Show
DEMO
Features & Benefits
Confirm their Purchase
Confirm & compliment their choice(s). “I love this set! I think you’ll really enjoy it!”, is the clutch power for which STUD?
Show
DEMO
Features & Benefits
Confirm their Purchase
Multiple options based on the guest’s need(s), is the clutch power for which STUD?
Show
DEMO
Features & Benefits
Confirm their Purchase
Why it’s a must have. “It has…so,…” is the clutch power for which STUD?
Show
DEMO
Features & Benefits
Confirm their Purchase
Out of stock? Recommend an alternative or similar set – What’s available today? Is the clutch power for which STUD?
Digi-Box
Recommend alternate (SWAT)
Play w/ displays
Story-telling
Get product from a display or the back in their hands, is the clutch power for which STUD?
Digi-Box
Recommend alternate (SWAT)
Play w/ displays
Story-telling
Lead them to the DigiBox – DIGI-DEMO anyone?, is the clutch power for which STUD?
Digi-Box
Recommend alternate (SWAT)
Play w/ displays
Story-telling
Tell stories they’ll remember – from the box, storyline, or make it personal!, is the clutch power for which STUD?
Digi-Box
Recommend alternate (SWAT)
Play w/ displays
Story-telling
Select all of the Enhance Studs.
Suggest
Play 3-2-go
Personal anecdote (connect to self)
Un-educational
GWP/ Promotion
Inattentive
VIP
In-store event
Hold what they have when their hands are full
Unconfident
Do it alone
Make sure they don't miss out
Our FREE AMAZING rewards program. What is it? What do you get? This is what I love about it! Is the clutch power for which STUD?
Suggest
Personal Anecdote
Don't miss out
VIP
Connect to product: Why you love this set, is the clutch power for which STUD?
Suggest
Personal Anecdote
Don't miss out
VIP
Retiring soon? Low in stock? Hot items? – Tomorrow may be too late! Is the clutch power for which STUD?
Suggest
Personal Anecdote
Don't miss out
VIP
Additional items to increase the play value, is the clutch power for which STUD?
Suggest
Personal Anecdote
Don't miss out
VIP
Play 3-2-Go to connect different LEGO themes by creating rich, engaging stories, is the clutch power for which STUD?
In-store events
GWP/ Promotions
Play 3-2-go
Carry/ Hold Items
Let guests know what happening in your store! Invite them to be a part of something bigger! Is the clutch power for which STUD?
In-store events
GWP/ Promotions
Play 3-2-go
Carry/ Hold Items
Offer a helping hand when a guest makes a large purchase. Offer to place items at the front while the guest continues to shop, is the clutch power for which STUD?
In-store events
GWP/ Promotions
Play 3-2-go
Carry/ Hold Items
Let guests know what the in-store promotions are – don’t wait until they’re ready to check out! Close to the threshold? – You’re $3 shy of getting our free GWP? – You’re only a keychain away! Is the clutch power for which STUD?
In-store events
GWP/ Promotions
Play 3-2-go
Carry/ Hold Items
Select all of the Appreciate Barriers.
Thank
Invite back to play again
Ask for feedback (NPS)
Unkind
Transational (robotic)
Snappy not Snippy
Express excitement
Inauthentic
Surprise & Delight
Unconscientious
Passport/stamp
Misses the details
Express excitement about their purchase. “You’re going to love this! You’ll have to come back and show me!” is the clutch power for which STUD?
Walk bag around
Invite back to play
Passport/ stamp
Show Excitement!
Provide that little extra with the passport/stamp program and other ‘surprise & delight moments, is the clutch power for which STUD?
Walk bag around
Invite back to play
Passport/ stamp
Show Excitement!
Pick a fun chef’s kiss moment. The guest experience doesn’t stop after the purchase, is the clutch power for which STUD?
Walk bag around
Invite back to play
Passport/ stamp
Show Excitement!
Walk the bag around the counter & hand to it to the guest. Personalize with sincere gratitude, is the clutch power for which STUD?
Walk bag around
Invite back to play
Passport/ stamp
Show Excitement!
Reason to return: invite to come back for something upcoming/cool for next time, is the clutch power for which STUD?
Thank
Ask for Feedback (NPS)
Surprise & Delight
Energize Everybody Everyday
Birthday or special occasion? Provide a meaningful moment the guest won’t forget, is the clutch power for which STUD?
Thank
Ask for Feedback (NPS)
Surprise & Delight
Energize Everybody Everyday
Acknowledge their long-standing passion for the brand, is the clutch power for which STUD?
Thank
Ask for Feedback (NPS)
Surprise & Delight
Energize Everybody Everyday
Express gratitude for them spending time with us, is the clutch power for which Stud?
Thank
Ask for Feedback (NPS)
Surprise & Delight
Energize Everybody Everyday
All of the following terms are what? Exclude, avoid, un-entertaining, inattentive, inauthentic, unobservant, assume.
Studs
Bricks
Barriers
LEGO role models of behavior
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