Interacting Scenario Two

Transcript

Here is another visitor interaction for you to analyze.

WAITER: Thank you very much! I'm going to leave this with you. Please do take your time. They will take care of that on your way out. Is there anything else I can help you with this morning?

CUSTOMER: Actually, yes. I'm here because my husband is attending a conference this weekend, and I'm looking for something to do, if you have any suggestions?

WAITER: Well, there's lots to do around here! Are you looking for maybe something outdoors or would you like to see one of our local landmarks? You could always go up to Penn State's campus and explore. And our downtown areas have some unique shops.

CUSTOMER: Well, I'll have about four hours this afternoon until our dinner reservations, and this is my first time here. So I'd love to explore the area.

WAITER: Well, welcome to the neighborhood. We are always glad to have new visitors. Did you pass Beaver Stadium on your way in?

CUSTOMER: Yes! I did drive by that. Yes.

WAITER: Okay, good. Well, across the street from that is the Centre County, Penn State Visitor's Center, and they have several guides there. If you spend just a little bit of time there, it'll help you make the most of your time, well, the little bit that you do have. They also have a gift shop, so you can pick up souvenirs as well.

CUSTOMER: That is a great suggestion! Thanks so much!

WAITER: Thank you very much, and they will take care of this on your way out!

CUSTOMER: Alright, great, thanks!

There was some good examples in that scenario. Let's take a look at those in detail. Again, there were several qualifying questions to better understand the visitor's request. And the server offered a resource, where the visitor could learn more about Central Pennsylvania on her own, and make an informed choice.

In this scene, David demonstrates several qualities of a good ambassador. He's friendly, engaging, and happy to have a conversation with his customers.

When asked for a recommendation, he begins the qualifying process by offering four categories from which to choose: 

He knows there's always an answer. He just has to get to it. Jess has such broad parameters for her time that David can’t tell her all the options that exist so he does a smart thing; he sends her to the Centre County/Penn State Visitors Center. There, visitors can talk to people who know a great deal about all kinds of places to go and activities to do all over the county, and also provide brochures, maps, and maybe even coupons.

The Centre County/Penn State Visitors Center headquarters is conveniently located across the street from Beaver Stadium and has ample free parking. It’s a great first stop for any new visitor to get a comprehensive sense of what’s available to see and do in the area. 

Next Page: Interacting Scenario Three