Wednesday - Give the Plan

Information has been gathered - now you go from listener to leader! Give the plan to instruct the customer on what's happening next, and to give yourself the room you need to do an awesome service check.

Give the Plan Practice

One of the key elements of the "Give the Plan" step is giving the customer a suggestion for what to do while you look the bike over. Have each person in the group pick a bike out of the service lineup and, based only on the bike itself, come up with a suggestion for what the customer could check out while the bike is being looked over.

Then, take turns giving the plan to the group, along with your browsing suggestion. Brainstorm other product suggestions and communication techniques that could make the process easier.