Quality
What is the only way to defrost product that is needed asap?
Defrost product in the sink with cold water
What do you do if you receive a counterfeit bill?
Give the bill back to the customer, inform them that it is counterfeit, and ask for another form of payment
Where should you keep track of wrong orders?
Wrong Order Binder
What is the 5?
topping bar, tables & chairs, windows, machines, trash/floors
Fill in the blank: Our Purpose is "To Inspire Happiness in ______ ____ ____?"
What does it mean if product is icy and hard? How do you fix it?
There is too much product and not enough air in the product. Check the clear air tube to ensure there is no product in it. If the air tube is clear, adjust the temperature as needed.
What should you do when a customers gift card shows a zero balance, but they inform you that's incorrect?
Take a picture of their gift card, send it into tech management, comp out their order and inform them corporate will reach out
When running a 3-person drive-thru, what position is responsible for order accuracy?
What is the 5 P's and why are they important?
Product, Productivity, People, Parking Lot, Patio.
They are important because they ensure the store is properly set up for the closing team.
What does EARTH stand for?
Excellence. Accountability. Respect. Teamwork. Honesty.
Why should you avoid letting a machine pop?
The machine will pump too much air into the product, causing the quality to become light and airy like whip cream.
Apologize, ask for details and comp out their order
What should ALL Squad Members receive before getting into their position?
Pre-Shift Huddle
What should Squad Members do when there is down time and they have completed their DDR's?
Master Cleaning List
What are our three non-negotiables?
Uniform, Picture Perfect Product, DDRs
How long can sorbets last in the walk-in? How long can dairy products last in the walk-in?
Sorbets = 3 weeks. Dairy = 2 weeks.
What is our closing time policy in regards to helping customers?
All cars that are in the drive-thru must be helped. Send a Squad Member out to stand behind the last car in the drive-thru, then put a cone out.
Why is communication important when it comes to order accuracy?
Communication ensures that there are no products made twice or incorrectly.
What time can Squad Members begin pre-closing?
1 hour before close in the winter // 30 minutes before close in the summer
What core value do you think is the most important for your store?
*open answer*
Inform the customer you do not have the proper information, and offer them something that is similar that you DO have nutritional information on.
How should you deal with a rude door dasher?
Find their name on the receipt and send it into Tech Management so they can be blocked.
Our product should ALWAYS look ____ ____.
Picture perfect.
What does sparkling clean mean to you?
*open answer*
What are the 3 main components that we go over in the mission statement?
Quality Product, Genuine Service, Clean Stores