Which letters of PERC relate to actively engaging customers in conversation via the milk steamer?

The correct response highlights the importance of engaging customers through the specific elements represented by the letters P, E, and R in the PERC model.

The "P" stands for Personable, emphasizing the need for baristas to establish a personal connection with customers. When using the milk steamer, baristas have a unique opportunity to create a conversational atmosphere where they can maintain eye contact, smile, and interact organically with patrons, making the experience more enjoyable.

"E" signifies Engaging, which focuses on the importance of actively involving customers in conversations. During the milk steaming process, baristas can ask questions about the customer's day, preferences, or share fun facts about the drinks being prepared, thus enhancing the interaction.

"R" refers to Relatable, which involves connecting with customers on a personal level, allowing baristas to establish rapport and build relationships. This aspect is crucial during the drink preparation as it makes customers feel valued and appreciated, improving their overall experience at the cafe.

Together, these elements stress the significance of conversation in the customer experience, particularly when the barista is at a pivotal point of interaction while steaming milk. By fostering warm interactions during this process, baristas can leave a lasting positive impression on customers.