Meeting and Exceeding Customer Needs



In this lesson, students role-play a variety of situations which they might encounter in our small business on a daily basis.

After discussing how "NOT TO" interact with a customer, students role-play how to MEET a customer's needs and then how to EXCEED them.


1 - 2 Class Period

Industries / Subjects / Grades

Industries / Pathways
  • Hospitality, Tourism, and Recreation Hospitality, Tourism, and Recreation
Grade Levels
  • 9
  • 10
  • 11
  • 12

Standards and Objectives


California Academic Content Standards (2)
California's 2008 CTE Standards (3)

Related Instructional Objectives (SWBAT...)

  • Students will be able to define and explain what it means to meet, and exceed a typical customer's needs in the hospitality industry.Students will be able to define and explain how an employee might anticipate a customer's needs in order to meet and then exceed them.Students will role play successful ways to meet and exceed customer's needs.Students as a group wil discuss and then create a classroom "motto" which incorporates the ideals of exceeding customer's needs.

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