McDonald's ExpertFIELD FORCE TM Test Guide

Transcription

1 McDonald's ExpertFIELD FORCE TM Test Guide 1. By answering this question Yes, I am stating that neither I, nor anyone I know (including, but not limited to, any family members, spouse or fiancé, business associates, and close friends) is, or has been during the past five (5) years, closely associated with or employed by McDonald s or any franchisee. a. Yes b. No Drive-Thru Timing Questions 2. What are the acceptable timing devices you can use when capturing timings for a McDonald s shop? a) a digital watch b) a stop watch c) a cell phone with stopwatch capabilities d) all of the above Page 1 of 20

2 3. How many timing points do you have to capture in the Drive-Thru? a) one b) two c) three d) five 4. You enter the Drive-Thru lane, what is the first timing point that you need to capture? a) when you come to your first complete stop in the Drive-Thru line b) when you reach the order point c) when the Order Taker tells you the total cost of your order d) when you stop at the window to pay for your food Page 2 of 20

3 5. When do you capture third timing point in the Drive-Thru? a) when you receive the food and drink items you ordered b) when you reach the window where your food is presented to you c) when you receive your drink but not your food d) when you leave the parking lot 6. When your Drive-Thru order is taken at a Speaker/Customer Order Display (COD), when is your second timing point? a) when you stop at the window to pay for your food b) when the Order Taker tells you the total cost of your order c) when you reach the order point d) none of the above Page 3 of 20

4 7. When your Drive-Thru order is taken at a window attached to the restaurant, when is your second timing point? a) when you stop at the window to pay for your food b) when the Order Taker tells you the total cost of your order c) when you reach the order point d) none of the above 8. When your Drive-Thru order is taken by a person standing outside the restaurant, when is your second timing point? a) when you come to a stop at the window to pay for your food b) when the Order Taker tells you the total cost of your order c) when you reach the order point d) none of the above Page 4 of 20

5 9. you are asked to pull out of line and wait for your food, when does your timing stop? a) when the Crew Member tells you to pull out of line b) when you receive the food and drink items you ordered c) when you receive your drink but not your food d) as soon as you park the car in the assigned waiting area 10. You just received your food from the Order Presenter at the Drive-Thru. When should you sample your food? a) when you get home b) as soon as possible after finding the nearest and safest place to park/stop your car c) after you complete the evaluation form Page 5 of 20

6 11. Which statement below best describes the time between Timing Point #1 and Timing Point #3 of Driving-Thru McDonald s for a meal? a) when you come to your first complete stop in the Drive-Thru line until you receive the food and drink items you ordered b) when you come to a stop at the window to pay for your food until you receive the food and drink items you ordered c) when you come to your first complete stop in the Drive-Thru until you come to a stop at the window to pay for your food d) when you come to your first complete stop in the Drive-Thru until you place your order Answer From Test Question 4 & Question Which statement below best describes the time between Timing Point #2 and Timing Point #3 when your order is taken at a speaker/cod? a) when you come to a stop at the window to pay for your food until you receive the food and drink items you ordered b) when you come to your first complete stop in the Drive-Thru line until you receive the food and drink items you ordered c) when you come to your first complete stop in the Drive-Thru line until you come to a stop at the window to pay for your food d) when the Order Taker tells you the total cost of your order until you receive the food and drink items you ordered Answer From Test Question 6 & Question You stop to give your order and you wait and wait. FINALLY, the Order Taker says, Welcome to McDonald s what can I get for you today? What is an acceptable amount of time to wait? a) the time really doesn t matter b) as long as it takes. I know the crew is busy c) approximately 10 seconds or less d) approximately seconds Page 6 of 20

7 14. Timing Point #3 includes receiving a receipt a. Yes b. No Dine-In Timing Questions 15.How many timing points do you have to capture in the Dine-In? a) one b) two c) three d) five Page 7 of 20

8 16.You walk into the lobby of the restaurant. What is the first timing point that you need to capture in the Dine-In? a) when you first arrive in the shortest line b) when you first arrive in the longest line c) when you first walk into the restaurant d) when you are greeted by the Order Taker 17. You place your order. What is the second timing point you need to capture in the Dine-In? a) when you are greeted by the Order Taker b) when the Order Taker tells you the total cost of your order c) when you finish giving your order d) when you are asked, is this is for here or to go? Page 8 of 20

9 18. You place your order. What is the third timing point that you need to capture in the Dine-In? a) when you finish giving your order. b) when you receive the food and drink items you ordered c) when you get your cup for your drink d) when you sit down to eat your meal Page 9 of 20

10 19. Choose the correct three timing points: a) Timing Point #1: When you first arrive in the longest line Timing Point #2: When the Order Taker tells you the total cost of your order Timing Point #3: When you receive the food and drink items you ordered b) Timing Point #1: When you walk into the restaurant Timing Point #2: When the Order Taker tells you the total cost of your order Timing Point #3: When you receive the food and drink items you ordered c) Timing Point #1: When you first arrive in the shortest line Timing Point #2: When the Order Taker tells you the total cost of your order Timing Point #3: When you receive your cup but not all of your food d) Timing Point #1: When you first arrive in the shortest line Timing Point #2: When the Order Taker tells you the total cost of your order Timing Point #3: When you receive the food and drink items you ordered Answer From Test - Question 16 + Question 17 + Question 18 Page 10 of 20

11 20. When should you stop your Dine-In timing? a) when you receive all of your food items including a drink or cup b) when you walk away from the front counter c) when you receive your first food item or drink/cup d) when you are seated at a table with your food Answer From Test Question In order to make sure you are timing your Dine-In experience correctly, you should NOT do which of the following? a) move from line to line b) leave the counter to get a drink when your cup is provided c) both a & b d) neither a & b Page 11 of 20

12 22. Which statement below best describes the time between Timing Point #1 and Timing Point #3 when ordering inside the restaurant? a) when you first arrive in the shortest line until you receive the food and drink items you ordered b) when the Order Taker tells you the total cost of your order until you receive the food and drink items you ordered c) when you first arrive in the shortest line until you receive the first food and/or drink item you ordered d) when you first arrive in the shortest line until you sit down at a table to eat your food Answer From Test - Question 16 + Question Which statement below best describes the time between Timing Point #2 and Timing Point #3 when your order is taken in the restaurant? a) you first arrive in the shortest line until the Order Taker tells you the total cost of your order b) when the Order Taker tells you the total cost of your order until you receive the food and drink items you ordered c) when you first arrive in the shortest line until you receive all of the food and drink items you ordered d) when you first arrive in the shortest line until you sit down at a table to eat your food Answer From Test - Question 17 + Question 18 Page 12 of 20

13 Accuracy Questions 24. You receive your order and you evaluate it for accuracy. Which of the following elements are part of a correct order? a) receiving at least two napkins, one for your entrée, one for your side item b) sandwich prepared the way it was requested c) correct sauce provided for Chicken McNuggets d) all of the above 25. If you order Chicken McNuggets, what should the Crew Member ask you? a) do you want crispy or grilled? b) does that complete your order? c) what type of sauce would you like with that? d) is honey mustard sauce OK? Page 13 of 20

14 26. You walk away from the front counter and you realize you did not get a receipt. What should you do? a) complain to the manager b) forget about it and just estimate how much you spent c) see if you can find a receipt from another person s order d) ask the Crew Member for your receipt Quality Questions 27. In order for french fries to have McDonald s expected quality, they must be: a) noticeably hot b) golden brown on the outside c) tender (like a baked potato) on the inside d) should be salted (any amount of salt is acceptable) e) all of the above Page 14 of 20

15 28. What are the acceptable temperature attributes for a sandwich? a) bun should be warm to the touch b) meat/chicken/egg should be hot or noticeably warm c) cheese should be slightly melted d) all of the above 29. When should you evaluate the quality of the products you received? a) as soon as possible b) it doesn t matter c) when you get home d) after you check the restroom for cleanliness Page 15 of 20

16 Friendliness of Crew Questions 30. What should the Order Taker be doing while taking your order? a) provide a pleasant disposition b) be welcoming c) be polite with a genuine tone of voice d) all of the above 31. What should all Crew Members be doing to show their attentiveness? a) listening attentively b) provide eye contact c) be ready to take my order when I m ready d) all of the above Page 16 of 20

17 32. What should the Order Presenter be doing while presenting your order? a) say thank you b) show appreciation for your business c) be polite with a genuine tone of voice d) all of the above Cleanliness Questions 33. In a Dine-In visit, you must spend a minimum of minutes in the restaurant to evaluate the cleanliness of the restaurant. a) 10 minutes b) 15 minutes c) 20 minutes d) there is no minimum requirement Page 17 of 20

18 34. When you are evaluating the cleanliness of the restaurant and observing what s dirty, but later see a Crew Member cleaning the area to an acceptable level, how should you answer the question is the restaurant clean? a) mark NO because this area was dirty at one time b) mark YES because it was cleaned during the visit c) it doesn t matter how you mark the answer d) just leave that question blank Page 18 of 20

19 35. Which areas of the restaurant interior should be evaluated for cleanliness? a) counter and lobby areas b) seating area and restrooms c) condiment bar and drink station d) all of the above Page 19 of 20

20 36. Choose the statement that describes a Customer Order Display (COD) being in good working order a) only the speaker is working b) the screen should be showing a picture instead of an order c) the speaker is working and the screen is displaying an order d) both a & b Page 20 of 20