TL;DR: Friendly greeting, clear communication, quick problem-solving, and calm handling of difficult moments keep the line moving and customers happy.
Open Strong: Greeting & Clarity
“Good day! How much today, and which product?” A short, warm script sets the tone and reduces mistakes. Confirm the amount and payment method before pumping.
When There’s “No Change”
Offer options politely: “I don’t have change for that right now. Would you like to adjust the amount, try card, or I can call my supervisor?” Stay helpful, not defensive.
Handling Disputes
- Listen fully; don’t interrupt
- Repeat the concern in your words to show understanding
- Offer a concrete next step: supervisor, receipt check, or station policy
Upsell Without Pressure
Offer relevant add-ons in one short line: “We also have windshield washer fluid if you’re traveling.” Keep it optional and friendly.