Chick-fil-A CT Test

Document Content and Description Below

Chick-fil-A CT Test What is your #1 Priority when you are on the shift? - ANS - The guests Name our 12 values - ANS - 1. attitude 2. coachability 3. grit 4. follow-through 5. humility 6. init ... iative 7. integrity 8. kindness 9. poise 10. professionalism 11. team work 12. work ethic What are examples of the core 4 that happen while taking an order at the front counter? - ANS - 1. Maintain eye contact // try and look at them as much as possible during order 2. Share a smile // greet them with a warm welcome 3. Speak enthusiastically // saying "we would be happy to do that for you!" for any modification or specific request 4. Make a connection // asking them how their day is going What kind of service separates us from our competition? Describe 2 scenarios where this service would take place. - ANS - 2nd mile service. 1. using the umbrella to walk guests to their car on a rainy day. 2. walking large orders out to someone's car What is the proper procedure for brewing coffee? - ANS - 1. Make sure brew cone is clean of any coffee grounds 2. Rinse inside of coffee pot by pressing "rinse" button on coffee maker 3. Drain any remaining water from coffee pot 4. Place coffee filter on dry, clean, sanitized surface 5. Pour 1 bag of coffee grounds for small brew Place 2 bags of coffee for large brew 6. Carefully insert filled coffee filter into brew cone and lightly shake brew cone to ensure coffee grounds are evenly spread 7. press the corresponding button for each brew and wait until coffee is finished brewing before serving. List the 3 types of high needs guests. What do we do for every single one of them? - ANS - pregnant, disabled, elderly, parents with small children... - Hold the door for them when they enter/exit the building - Tell them to have a seat and bring them their meal Give 4 examples of the language of hospitality/elevated language - ANS - 1. "my pleasure" 2. "can i refresh your beverage" 3. "i can serve the next guest"/"how may I serve you?" 4. saying "meal" instead of "combo" If you see a fellow team member make a shake incorrectly or not use proper language of hospitality, what should you do? - ANS - Pull them aside and politely describe and demonstrate the proper procedure for making a shake or how to use the proper language of hospitality What products should guests be aware of for each of the following allergens? - ANS - 1. peanuts - peanut oil (used for all breaded chicken), almonds, granola 2. gluten - buns and breaded chicken 3. dairy - parfaits, icedream, cheese 4. other nuts - almonds and granola what is our (Chick-fil-A Wester Center Blvd's) policy on handling a guest's allergy question? - ANS - Print out nutrition guide and let them decide for themselves Give 2 examples of a personalized guest experience. - ANS - 1. If a guest orders food for a big family, ask if they'd like a gallon of tea or lemonade 2. If a guest orders a grilled sandwhich meal, suggest a fruit cup or kale crunch salad as a side instead of the fries. One of the many things we strive to be is ACCURATE and ____, but never let the guest feel rushed. - ANS - fast what does sos stand for? what is our goal for sos? - ANS - speed of service/ under 2 minutes when does an order turn yellow on the KPS screen? red? - ANS - 2:00 min mark = yellow / 4:00 min mark = red How do you properly clean up a bodily fluid spill? - ANS - Items needed: 2 garbage bags, 3 pairs of gloves, disinfectant spray, towels (not linen) 1. spray area with disinfectant and lay towel on spill. 2. clean spill with towel and discard towel(s) into first garbage bag along with first pair of gloves. 3. Spray area again and lay towel over area 4. Clean area with towels and discard towels in second garbage bag along with second pair of gloves. 5. take garbage bag to outside dumpster where you'll discard last pair of gloves. 6. wash your hands and spray area one last time. How do you handle cuts and burns whether it is for yourself or coworker? - ANS - Wash cut or burn with soap and warm water. Apply burn ointment or cream, bandage up. Use gloves if necessary, Seek medical attention if serious What stocking system do we use for our products? How does this work? - ANS - FIFO: First in, First out - older products used before the newer products How much ice should be in each of the following beverages? 1. coke products 2. lemonade 3. sweet tea 4. unsweet tea 5. iced coffee - ANS - 1. 1/2 cup 2. 1/2 cup 3. full cup 4. full cup 5. black line (3/4) what is an example of a warm welcome? fond farewell? - ANS - 1. "welcome to CFA, how may I serve you?" 2. "Thank you for dining with us. Have a blessed day!" IF someone is unsure of a chicfila procedure, how do you find the correct answer to guide them? - ANS - Use pathway Why do we use guest names AND clothing descriptors? - ANS - clothing discriptors help identify guests where names help make a connection and confirm or [Show More]

Last updated: 3 years ago

Preview 1 out of 11 pages