Table 2. Program of the development workshop for service sales manual

Time Activity Note
9:30–10:30 Sales process inspection and feedback interview (Part I)Additional findings workshop for reinforcement of sales by part (Part IV) 4–6 SME
10:30–11:00 SEI arrangement and supplementation
11:00–12:00 Sales reinforcement conversation and customer-oriented situation feedback interview (Part II, III)Additional findings workshop for reinforcement of sales by part (Part IV) 4–6 SME
12:00–12:30 SEI arrangement and supplementation
12:30–13:30 Lunch
13:40–16:40 Excellent dialogue and MOT supplementation, photo shoot Visiting MOT
16:40– SEI arrangement and supplementation
[Requirements for selecting SME]• Representative per each section: Liquor, cigarette, sunglasses, watch, fashion, chocolate, souvenir, perfume, accessories, cosmetics, and red ginseng• Level: Manager or assistant manager with high understanding of sales process
Note. SME, subject matter experts; SEI, service excellence institute; MOT, moment of truth.