1. Which historical management technique best describes scripted service speech and scripted employee behavior? Explain your choice.
2. Do you implement a customer-encounter script at your bakeries? Why or why not?
3. Imagine that you have decided to implement a script for your frontline employees. Write the service script for bakery clerks.

Chain of specialty neighborhood bakeries located in areas with high foot traffic. Throughout the city, your stores are the choice for birthday cakes, Christmas cookies, Valentine’s Day cupcakes, and the daily doughnut. Even though sales are steady, you want to grow and are having a difficult time figuring out exactly how to increase revenues. For the past three weeks, you have spent each day in a different store, stocking cases, slicing bread, and generally pitching in where needed, but mostly you have been observing.