Nudge eLearning Modules: Key Reminders

Here is a concise summary of the most important concepts and techniques covered in the Nudge training modules. These are your essential takeaways for applying Sales Through Service effectively in your daily role.

1. Nudge in a Minute

A nudge is a helpful suggestion that encourages a specific action.
A nudge moment is the opportunity to offer that suggestion.
The goal is always to guide customers in a helpful way, not to be pushy or forceful.

2. The Psychology of Spending

The majority of daily purchases are driven by our fast, emotional System 1 thinking.
Nudges are effective because they appeal directly to this quick, unconscious decision-making system.
System 2 is used for big, analytical decisions.

3. Nudge Techniques in Action

Scarcity creates urgency ('limited-time offer').
Social Proof highlights popularity ('Our Best seller!').
Framing presents an offer to highlight a benefit ('save £4').
Default Options make a choice the easy, automatic next step ('Would you like to make that a double?').

4. Sales Through Service

Sales and service go hand-in-hand. They aren't opposing goals.
A positive customer experience builds trust and makes customers more open to your suggestions.
The model follows three steps: Happy, engaged customer → Opportunity → Promote & Close.

5. Nudging in Specific Onboard Locations

You can apply nudges in many places on board, from the bar to Guest Services.
At the bar, suggest a premium spirit.
At Guest Services, offer a cabin upgrade or Wi-Fi package.
Even at the Meet & Greet, you can mention onboard facilities to encourage future spending.

Actionable Takeaway 🚀

Remember — Nudging is Service at its best, naturally leading to Sales through genuine customer care. Always stay helpful, stay positive, and your suggestions will be appreciated by customers and your team alike.