Skills Assessment 1 - Cashiering (4)

What should staff do if customer order Avacado Coconut Shake through delivery platform but the outlet toppings has ran out of stocks? 

如果顾客通过外卖平台订购牛油果椰子奶昔，但门店缺货，员工该怎么办？

• Staff will contact the customer and suggest a different similar drinks

  员工将联系顾客并建议使用别的相似饮料

• Just remove the toppings from the drink and proceed to prepare with all the other available toppings.

  只需从饮料中取出配料，然后继续准备所有其他可用的配料即可

• Staff can find another topping to replace

  员工可以寻找另一种配料来代替

• Order will be cancelled and customer refunded

  取消订单并向顾客退款

If customer and delivery order came together, which one should Cashier serve first? Example: If receive order in the outlet & delivery order at the same time.

如果顾客和外送订单同时出现，收银员应该先服务哪一个？ 例如：如果同时收到门店订单和外送订单。

• Staff to prepare delivery order first

  员工需先准备外送订单

• Staff should prepare the order for the customer who ordered in-store first

  员工需先到门店点餐的顾客准备订单

• Staff to wait for more orders to come in

  员工需等待更多的订单

• Staff can let customer to wait as they need to key the delivery order in POS

  员工可以让顾客等待并让他先完成在POS输入外送的订单

What are the sugar level options available for customers to choose from? 

哪些糖度可供顾客选择？

• No options. Sugar levels are fixed.

  无法选择. 糖的分量已定

• Zero, Least, Less, More, Extra and Stevia options

  不加，微微加，微加，少加，多加和甜叶菊

• 0%, 30%, 50%, 70%, 100% and Stevia options

  0%, 30%, 50%, 70%, 100%和甜叶菊

• Only Stevia options

  只有甜叶菊

If customer want to order $2 member deal drinks, what are the steps?

如果顾客想订购$2会员优惠饮品，有哪些步骤？

• Inform customer to downloads MYLiHOTEA APP for order

  通知顾客下载MYLiHOTEA APP并在app里下订单

• Let the customer key in their phone number at POS

  让顾客输入他们的电话号码进POS

• Just ordering form POS

  直接用POS下单

• Collect payment first and make the drinks to them

  先向顾客收取费用并制作他们的饮料

What is the purpose of upselling our products to customer?

向顾客追加销售我们的产品的目的是什么？

• Make the customers happy

  让顾客开心

• Increase sales

  增加业绩

• To get a commission

  拿到佣金

• Make LiHO proud

  让LiHO骄傲

Firstly, when customers approach our outlet, we have to __________. 

首先，当顾客接近我们的商店时，我们必须 __________。

• Create 2 seconds eye contact and greet them (Right hand to to sign "L")

  进行 2 秒的眼神交流并向他们打招呼（右手比“L”型）

• Ignore them and continue doing my work

  不理会他们并继续工作

• Hand them the menu and ask for their order

  指向菜单并询问他们的订单

• Tell them to wait as we are busy

  让他们等待因为还在忙

How do you answer if a customer request for 10% sugar level in his / her order? 

如果顾客要求订单中含糖量为 10%，员工该如何答复？

• We do not accept unusual requests like this

  我们不接受这样的要求

• We have changed our menu. Would you like to choose "LEAST Sugar"?

  我们已更换菜单。你是否要选择“微微加”？

• Your drink would not taste nice with only 10% sugar level

  如果你的饮料含糖量只有 10%，那么味道会不太好

• I will need to call the HQ to double check on your request

  我需要致电总部仔细检查您的请求

How much does the customer have to pay if they want to upsize our $2 promotion drink? 

如果顾客想要我们$2的促销饮料升级大杯，需要支付多少钱？

• Free

  免费

• $3.00

• $2.00

• Cannot upsize

  不能升级大杯

When standing at the cashier you must show (body language): 

站在收银台时，您必须表现出（肢体语言）：

• Slouched posture and a frown

  懒散的姿势和皱眉

• Good posture and ready with a smile

  良好的姿势和微笑准备

• Do not smile to customer

  不要对顾客微笑

• Place our hands on our hair and face

  将我们的手放在头发和脸上

Customer give you a big note (e.g. $1000) to purchase their drinks and they don’t use any digital payment; how can you interact with the customer? 

顾客给你一张大钞（例如 1000 新元）来购买他们的饮料，并且他们不使用任何无现金支付； 你该如何与顾客沟通？

• Apologize and inform them that we don't have enough change for them, and recommend them to the nearest Banks, ATM or Money Changer, or use any of the e-payment methods.

  向他们道歉并告知他们我们没有足够的零钱给回他们，并建议他们前往最近的银行、ATM 机或货币兑换商，或使用任何电子支付方式。

• Reject the order right away

  直接拒接他们的订单

• Insists customer use digital payment

  坚持让顾客使用无现金支付

• Tell customer to come back another day with small notes

  让顾客在另外天带上小钞再过来消费