Register and Drive Thru
When iCash is outside, when is the order repeated?
1. Before the order is stored by the Order Taker 2. Before the payment is processed by iCash 3. When the runner is delivering the items.
What are the 3 required service behaviors for 2MS?
1. Deliver meals for high needs guest 2. Carry large orders to the car 3. Table touch-ins every 10-15 minutes
Why is it important to close the gaps?
1. It creates space for us to take more orders. This will allow us to reach our sales and car count goals. 2. We don't want cars on the road blocking traffic. 3. It makes the line to appear shorter which will entice more people to come because there won't be a long wait.
If someone want's the points but forgot to scan their app, what should they do?
1. Open their app 2. Click on Account 3. Click Transaction History 4. Use the button at the top to submit their receipt info
How do you ring up a salad with extra chicken?
1. Ring up the appropriate item (nuggets, grilled nuggets, filet) 2. Go to the local items screen 3. Click next page 4. Click the button to add item to salad
How do you ring up a special fruit cup or parfait? (no blueberries or another specific fruit)
1. Ring up the item 2. Go to the local items screen 3. Click "next page" 4. Use the buttons on this screen to customize
What is the requirement for the police discount?
1. They must be in uniform OR in a police vehicle
What is our accuracy goal?
100%
How long should it take to get set up as an order taker?
3-5 minutes
How long should it take to get set up as iCash?
5-8 minutes
What is the police discount?
50%
If it is raining, should should anyone with electronics be wearing?
A poncho AND nubrella
If someone asks for a deluxe minus lettuce and tomato, how should you ring it up?
A regular add cheese. Why? Because it is easier for the kitchen and the bagger to read and will encourage better order accuracy.
List the steps for taking an order outside.
A. Enter car description as you walk to the car. Greet and pull forward all the way. B. Get their name C. Ask if they have the cfa app on their phone - it should be loading while you take their order to save time at the end. D. Take their order (pull card forward as necessary [do NOT walk and talk]) E. Ask for sauces D. Repeat the order F. Tell them their total G. Swipe card H. Prompt them to get ready for the iCash person or to be served at the window
How would you ring up a market salad with no blue berries?
Add the market salad to the order. Go to the local item screen and click next page. Use the buttons there to customize the order.
What should you do, if you have to leave the front counter?
Alert the leader
When should the ORDER CHANGED button be used?
Any time iCash has to change an order to notify the bagger. Always comment what changed.
When we have iCash outside, how far do you pull the cars to?
As far as possible! All the way to the red sign.
If you can't find someone's mobile order, what should you do?
Ask to see their receipt on the app and confirm that it was ordered for Razorback Road (not N. College). Get a leader if you need further assistance.
What are the three traits of Second Mile Service?
Be Genuine, Proactive, and Personal
When do you repeat the order on register?
Before you click Tender or Store
If someone wants to buy a gallon of tea or a bag of ice, where do you ring it up?
Catering PICKUP -> Beverages
If someone is having trouble placing their order with the app, what should you do?
Check with the expediter to see if they have it. If they do not, check the "recall mobile order" list and see if their name is there.
If someone doesn't want sauce, what should you do?
Click "No Sauce"
If they don't want a dressing, what do you do?
Click the "No Dressing" button so the bagger doesn't have to ask if they need any
How do you recall a mobile drive-thru order?
Click the "Recall Mobile Order" button on the other functions screen and find their name.
How do you manually enter someones app number if it won't scan?
Click the Digital Offer Card Entry button on the Tender screen.
What are the core 4?
Create Eye Contact Smile Speak Enthusiastically Stay Connected
What does DOC stand for?
Digital Offer Card - This is a digital coupon for specific items
If your card swiper quits working, what should you do?
Do a "hard reset". Use the needle of your name tag to poke the reset button on the side of the swiper (you will have to take off the case)
Who gets sauce in their bags?
Drive thru and ALL Mobile Orders. Anyone that orders at the register should be given their sauce when they order.
What is Second Mile Service?
Ensuring the guests feel cared for by going above and beyond expectations.
How often do the lemon slices need to be changed?
Every 4 hours (don't put too many so we don't waste them)
What are our core values?
Excellence Innovation Respect Growth & Development Teamwork
What is our vision?
Excellence Always, Kindness to Everyone
What does FIFO stand for? What does it mean?
First In, First Out Use the oldest product first
What does it mean to be on 2nd mile register?
First priority is to greet the guests and take their orders. Second priority is to check on the guests in diningroom when there is a lull at the counter After you have checked on the guests, you may stock and clean!
What should you do if someone is there to pick up a catering order?
Get a leader or someone trained in catering. These are VIP guests so everything has to be perfect!!
How do you find a Door Dash order?
Go to "Other Functions" and click "recall mobile order"
If someone has a DOC and it isn't working, what should you do?
Go to Premiums and use the "Digital Offer Card Inquiry" button. This will tell you what the reward is. Most likely the card has already been used or is expired.
When do we use the premium fruit charge?
If they want EXTRA strawberries or blueberries.
What does IAK stand for?
Intentional Acts of Kindness
When a Door Dasher comes to pick up an order, what should you do before recalling the order?
Look for the red hot bag. All dashers must have a hot bag in order to receive any food
What should you do when you set up an iPad to go outside?
Make sure there is a battery pack charging!
What do you do if there are multiple orders in one car?
Make sure you put First, Second, Third, Fouth AND get separate names
Do police officers get a discount on catering?
No
If someone has a DOC for a cookie, can they change it to an ice cream?
No
Can someone get fried chicken in a cool wrap?
No, there is a cross contamination risk.
Do we offer a senior discount?
No, they may get a free KID sized ice dream.
Where do you find buttons to edit salad toppings? (i.e. no blue cheese, extra crackers, no egg)
On the condiment screen under the "Soup and Salad Extras" button
Who is allowed to tender the catering orders?
Only leaders or someone that has received catering training from the Catering Director
How do you find a replacement order?
Other Functions -> Recall Catering Order
If you store an order in drive thru but you need to add something else, how do you recall the order?
Other functions -> Recall by transaction # It will have all the names of the stored orders :)
What should be done with the electronics when you come inside?
Plugged in and charging in the correct location. iPad screens should be locked to preserve the battery. Radios should be turned off.
If it is raining, what should everyone be wearing?
Poncho (with reflector vest on the outside)
What should be done with ponchos and nubrellas when people come inside?
Ponchos are always hung neatly in the cage with the hangers. Nubrellas should be closed and stacked or hung neatly in the cage.
How do you ring up a gift card?
Premiums -> CFA card
If someone asks for a fried sandwich with a gluten free bun, what should you do.
Remind them that the bun will be gluten free but the chicken will not.
How do you find someone's mobile app number?
Tap on the QR code
What are the key elements of Operational Excellence?
Taste Speed of Service Attentive & Courteous Cleanliness (& Order Accuracy)
Where do you find the button to add oreo to an icecream cup?
The Local Items Screen
When we only have Order Takers outside, where do you pull the cars up to?
The corner past the speaker box
How do you perform an IAK?
These are genuine moments from the heart. Here are some examples! 1. Giving away a plush cow to a child 2. Taking a child behind the counter to make their own ice cream (if were not too busy) 3. Giving a desert for a birthday
What is the corporate vision?
To be the world's most caring company by winning hearts every day.
What is the corporate purpose?
To glorify God by being a faithful steward of all that is entrusted to us. And to have a positive impact on all that come in contact with Chick-fil-A
How do you tender a Door Dash order?
Type in the amount due, click TBC (to be collected) and select Door Dash for the account name.
What do you do when there is a bus that want it all on one ticket?
Use the "seat total" button on other functions to create separate orders.
What do you do if someone is allergic to gluten?
Use the food allergy button on the local items screen to notify the kitchen to change their gloves.
If someone wants to order gift cards in the drive thru, what should you do?
Use the gift card button on the local items screen to tell the greeter how many and use "open comment" to tell them the dollar amount.
When should the promo free button be used?
When ringing up a senior ice cream or if a toy was turned in for an ice cream (KID size only). Any other instances must be approved by a leader.
What should be your response if someone says "I want a 3 count strip meal with a water."?
Would you like to get the bottled water for 10 cents? -This will help increase sales and alleviate pressure on the drink maker
Does the fried chicken have gluten?
Yes, gluten is in the coater we use.
Do you make drinks for the door dash?
Yes.
