Nudging in Specific Locations
Objective: Learn location-specific nudging techniques and key reminders for each area onboard.
Different locations onboard present unique opportunities for effective nudging. Each area has specific moments where helpful suggestions can enhance the customer experience and naturally lead to additional sales.
Key Reminders by Location
Click on each location to see tailored nudging techniques and reminders:
Guest Services
Greet every customer with a warm smile and make eye contact
Listen actively to customer questions before offering solutions
Suggest upgrades to Stena Plus when customers ask about facilities
Mention onboard services (restaurants, shopping, entertainment) when giving directions
Use phrases like "You might also be interested in..." when appropriate
Restaurant & Bar
Suggest meal deals or combos when customers order single items
Recommend desserts when ordering at the POS
Mention wine pairings or premium drink options
Use descriptive language: "Our popular..." or "Customers love..."
Offer to bring extra items: "Would you like bread with that?"
Shop
Ask about the recipient: "Who are you buying this for?"
Suggest complementary products based on their selection
Highlight limited offers: "This is on special offer today"
Use social proof: "This has been our best seller this week"
Offer to help carry or wrap items for added service
Cabin Services
Mention cabin upgrade options when customers seem interested
Suggest amenities: "Would you like extra pillows or blankets?"
Inform about additional services such as cots
Ensure cabin standards are followed as per the company guidelines to ensure we meet customer expectations
Leave information cards about onboard activities in cabins
Universal Nudging Principles
No matter which location you work in, these principles always apply:
Practical Examples
Cabin Inquiry Opportunity
Customer: "Where is cabin 4102?"
Nudge: "It's on Deck 4, I'll show you on the map. By the way, if you'd like more space and comfort, we still have a few Stena Plus upgrades available with lounge access."
Meal Deal Suggestion
Customer: Orders a burger
Nudge: "Great choice! Would you like to add fries and a drink for just £3 more? It's our most popular meal deal."
Gift Shopping
Customer: Looking at perfumes
Nudge: "Are you looking for a gift? This fragrance has been our best seller this week, and we also have a matching body lotion that customers love to pair with it."
Size Upgrade
Customer: Orders a small latte
Nudge: "Would you like to make that a large for just 50p more? Perfect for the journey ahead."
Test Your Knowledge
Now that you've learned about location-specific nudging techniques, test your understanding with these practical scenarios. Select your answer and click 'Submit' to see if you're correct.
Remember
Every location offers unique opportunities for helpful nudging. The key is to remain authentic, genuinely helpful, and customer-focused. When you master location-specific techniques while maintaining the core principles of nudging, you create experiences that customers appreciate and remember.
Your role is to be a helpful guide, through your sales and service techniques. When done right, nudging feels like excellent service—because it is.
