Sonic Games Switchboard – Flashcards
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It is important to remember to respond promptly within 10 seconds and greet customers in a _____, ______, and ______ manner.
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Friendly, Polite, Helpful
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What do you need to complete before you are certified in the switchboard station?
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Switchboard training star guide, certification test, proficiency checklist, guest service estar course, watch sonic safe and Joe Zacher training videos, and hands on experience.
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What must you complete before you are certified in the switchboard station?
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Complete the sonic safe e-star course.
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What is sonic's mission statement?
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To become Americas most loved restaurant brand!
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What is guest service according to sonic?
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At sonic the guest is always #1!
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What is the sonic philosophy?
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Fast and fresh food, the way our guest wants it, whether a drink, a sandwich, or a sundae.
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Who is the starting point for delivering great sonic service?
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The switchboard operator.
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What do you do after the first is finished placing their order?
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Suggest additional items or combinations that they may have overlooked.
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Sonic services comes with a what?
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A smile.
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What does smiling when talking to a guest do?
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Makes your voice sound friendly.
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When should hair be pulled back and contained?
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At all times if hair is below the collar of the shirt.
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Complete this sentence: Fingernails are to be clean, normal length, under ____ inch, and have no _______ and no _______ or _______.
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1/4 inch Polish Tips Add-ons
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What jewelry is allowed?
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A smooth single band that fits snugly on the finger and one pair of post earrings worn on the lower love of the ears.
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How must a visor/ball cap be worn?
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Clean and neat with a straight bill facing forward.
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Where is the name tag worn?
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Opposite the sonic logo on the shirt.
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What color pants, capris, and shirts are allowed?
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Khaki and black.
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What length must shorts be?
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No shorter than one inch above the knee
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What is cost control?
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Limiting waste while maintaining safe food handling and quality with optimal speed of service.
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What does correct portioning mean?
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Not adding more than the product build cards or sonic ops manual calls for.
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List 5 ways to help control costs.
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Portion control Orders (rung) taken correctly Use of clean and sanitized spatulas to clean all product out of pans and cans Proper storage of products and packaging Use slower periods to restock stations and complete cleaning and sanitizing duties.
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What should you remember while controlling costs?
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The guest is our first priority.
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When can you leave the back door open?
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Never.
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Why do most robberies happen?
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Because the back door was left open or unlocked.
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When may the back door be opened?
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During daylight hours, the back door may be opened by a manager for removing trash and admitting deliveries from recognized vendors.
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What is the first rule during a robbery?
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Stay calm.
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Why is the second rule during a robbery?
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Do not be a hero.
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What is sonic's food safety program?
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Sonic safe
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Hand washing and good personal hygiene are important parts of sanitation. What can these two simple steps help prevent?
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Many germs and diseases from being spread from food-to-food or you-to-food.
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What is sonic's 20/20 rule?
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Wash your hands for 20 seconds a minimum or every 20 minutes and follow with hand sanitizer
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Many potentially dangerous diseases can be passed from food-to-food or food-to-people very easily. What is our first defense?
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Ensure surfaces and hands are clean and sanitized.
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What will prevent growth of bacteria?
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Keeping hot food hot and cold food cold.
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What is sonic's temperature danger zone?
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41-140 degrees F Where bacteria grows most quickly
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What plays a crucial role in effectively welcoming guests to sonic?
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Your tone of voice.
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Why is it important to display confidence and familiarity with the ordering system?
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This allows the guest to know that you are willing and eager to take their order.
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What is an important rule to remember in the switchboard station?
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Be friendly in your greeting to the guest so that they can hear a smile in your voice.
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How long should you hold the speaker button down prior to speaking to the guest?
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1 second
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What do you do if a guest is having difficulty placing the order?
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Have a Carhop or manager go to the car to assist them.
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What will ensure order accuracy?
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Getting the details of the order right.
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What are the 11 steps of switchboard service?
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1- greeting the guest 2- recording the order 3- clarifying the order 4- suggestive selling 5- finalizing the order 6- close order and wrap up 7- manual or hand order taking 8- handling complaints 9- patio procedures 10- special requests 11-phone orders
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List the 3 steps in recording the order
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1- start the POS system by holding down the speaker button for one second 2- listen carefully to what the guest is saying 3- key the items into the POS machine
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List the 3 steps in clarifying the order.
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1- repeat the order to the guest for accuracy 2- clarify the order and suggestive sell 3- close the order by giving the guest the total of the order
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What 4 things should you be prepared to do in anticipation of questions?
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1- explain the menu items and know how they are prepared 2- explain the various specials or promotions 3- help a hesitant guest by offering helpful suggestions on menu items 4- end with suggestive selling when appropriate.
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How many suggestive sells should you attempt per order?
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1
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What are the three main areas of suggestive selling?
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Add-ons Increasing the size Offering an additional menu item
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If a guest says "that's all" should you try to suggestive sell?
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No.
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What 3 things do you do when finalizing an order?
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1- if a guest orders a single sandwich item, a side item, and a soft drink, this is the appropriate time to offer a combo deal. 2- apply all applicable discounts, drive-in combos 3- for order accuracy, repeat back the order and state the total.
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What is the first thing you do when you are taking orders and the switchboard stops working?
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Smile, relax, and don't panic.
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What is the second thing you do when taking orders manually?
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Explain the situation to your guests while thanking them for their patience and understanding.
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List the 10 steps for taking orders manually.
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1- smile, relax, and don't panic 2- Explain the situation to your guests while thanking them for their patience and understanding 3- use manual guest tickets to take the order 4- always record and circle the stall number first 5- follow all other standard procedures for taking the order 6- record the items on the guests ticket 7- Have a menu available for pricing reference 8- have a calculator available 9- total the order 10- have state/local "tax chart" available to calculate the appropriate tax
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What are the 5 steps to solving a guest problem?
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Believe Listen Apologize Solve Thank
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When can you argue with a guest?
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Never.
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What should you look at a complaint as?
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An opportunity to retain the individual as a sonic guest
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What is the highest form of courtesy?
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Listening
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What is the time goal for answering the switchboard?
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10 seconds or less
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What should you do if a guest is having difficulty placing the order?
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Have a Carhop or manager go to the car to assist them.
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What plays a crucial role in welcoming a guest?
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The tone of your voice.
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List 3 types of suggestive selling
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Add ons Increase size Offer an additional item
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Handling complaints. Gives you an opportunity to do what with our guests?
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Handling complete should be viewed as an opportunity to retain the individual as a sonic guest. WOW the guest!
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What is the first thing you do when taking orders manually?
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Smile, relax, and do t panic.
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What it's you have while maintaining a friendly disposition?
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A sense of urgency.
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List 3 causes of foodborne illnesses
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Poor personal hygiene Time and temperature abuse Cross contamination
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How should you end the transaction
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In a positive manner by thanking the guest
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What are critically late tickets?
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Tickets above 5 minutes
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What should you do if you receive a special request by a guest?
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Hi or the request if at all possible
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If you cannot honor a special request from a guest, what should you do?
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Be courteous to the guest and explain why you are not able to provide the item. Offer alternative items
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What two things should a switchboard operator ask for when taking a phone order?
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What time they expect to arrive Contact phone number
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What things should be available if the drive thru malfunctions
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Manual tickets Menu for pricing Calculator Local/state tax chart
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When taking orders from the patio what should you attempt to collect during peak times?
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Customers name
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Once you have taken the order from the patio, list the things you should tell your guest
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Order number Order total That a Carhop will be right out with their order
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Why is the 5 minute time frame critical?
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Studies show that this is the point where our guests can become frustrated and less likely to return
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What are some of the forms of disabilities that could require special assistance from the switchboard operator or Carhop
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Speech Visually impaired Individuals in handicapped equipped vehicles Individuals that use handicap aids or service animals
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What two things may guests with disabilities require?
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Extra time to complete their orders Additional attention by switchboard operator or carhop
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What should you do when a guest cannot communicate by speech?
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Communicate with pen and paper by exchanging written notes
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What are some examples of obvious physical signs, movement, or activities that signify that a guest needs more assistance
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Flashing car lights Honking Hand signs or hand movements Guest strives or motions to make eye contact or speech movement Pushes a special wireless button hat sends a signal inside the drive-in alerting the crew
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CARE
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Compassion awareness respect empowerment
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Sonics goal
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Deliver a unique experience, unique high quality food delivered by a skating carhop
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Wutti
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Welcome Use their name Take care of their needs Thank Invite back
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Core values
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Respect everyone Embrace the entrepreneurial spirit Importance of relationships Surprise and delight every customer
