Associates were great at rapport, but conversations often stalled in “just chatting,” bike jargon, or spec talk—leaving newer riders uncertain and without a clear plan. The store needed a repeatable approach that reduced intimidation for first-timers while still feeling personal and helpful.
I designed a lightweight guided flow anchored by a five-question intake to quickly clarify intent, experience level, and comfort, then defaulted recommendations toward a class-first path for new or unsure riders. On-screen plain-language coaching and structured follow-through helped every greeting translate into a confident recommendation and a clear, consistent next step.
