1. 1. BE A HOST
1.1. Intro : Happy, Pharell Williams. Relax, take it easy. My name is, Eminem
1.2. Make your client feels fantastic
1.2.1. My most memorable experience ...
1.3. Hospitality
1.3.1. Greet with a smile
1.3.1.1. Sourire de la boulangere youtube
1.3.2. Video "Welcome"
1.3.3. Video art of Hospitality // J. Lecoultre P.15
1.3.4. 1st impression : verbal vs non verbal // YSL
1.3.5. Choose the best word : hospitality is about, P.21
1.3.6. Observe / scaning : non verbal signals // Lecoultre. P26 - P.28
1.3.7. Different scenarios : Good or Bad welcome // P.36 Lecoultre Lost in transaltion, Titanic, Mad Men .. DO et DONT P47-48
1.4. Engagement
1.5. Proactivity
1.5.1. Activity Elevator speech : catch attention P72 Lecoultre Openness
1.5.2. Engage conversation icebreaker P.75 Lecoultre openess
1.6. Farewell
1.6.1. Video "Hosting family and friend"
2. 2. BUILD CONNECTION
2.1. Intro : Pour me comprendre, Michel Berger
2.2. Being client centric
2.3. Curiosity
2.3.1. You and me
2.3.2. Keep asking ..
2.4. Discovery
2.4.1. Jude law / Les Neiges du Kilimanjaro Pierre Niney P. 69 Openness Lecoultre
2.4.2. Speak to the emotional brain P.71 Openness Lecoultre
2.4.3. Activity : turn closed question into open question
2.4.3.1. Open questioned
2.4.4. The iceberg theory : 10% visible / 90% not visible P.85 Openess Lecoultre
2.4.5. Client purchase motivations (SPICES) P. 81 Lecoultre Openess
2.4.6. Different types of clients : P83 Jaegger Openess
2.4.7. Funnel Method of questioning P90 Lecoultre Openness
2.4.8. Turn the product-questions into client-centric questions P.94 Openess Lecoultre
2.5. Active listening
2.5.1. Good listening
2.5.1.1. Activity : écouter le podcast
2.5.2. Reformulate
2.6. Conversational skills
2.6.1. Picky client
2.6.2. Art of small talk
2.6.2.1. Mémo les 5 F
2.6.2.2. Activity : to say and not to say
3. 3. INSPIRE
3.1. Intro : It's a kind of magic
3.2. Emotions makes us reminder
3.2.1. Synchronised emotion
3.2.1.1. Activity : pairs Synchro LECOULTRE
3.2.2. Vidéo : Coca
3.3. Convey passion & uniqueness
3.3.1. Right words to use
3.3.1.1. Video : people will remember your story // mark zuchenberg
3.4. Personalized brand speech
3.4.1. Key topics to inspire (millenial, regular..)
3.4.2. Tell me about your Brand
3.5. Reassure
3.5.1. Answer to objections
3.5.1.1. Mémo : ACRA
3.5.2. Power of words
3.6. Encourage decisions
3.6.1. Conclude
3.6.1.1. Mémo : END technique
3.6.1.2. Vidéo : I have a Dream
3.6.2. Convey me
3.6.2.1. Use the right argument