SA1 - CASHIER (4) 092023

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 50% sugar level in his / her order? 如果顾客要求订单中含糖量为 50%，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 "EXTRA Sugar"? 我们已更换菜单。你是否要选择“多加”？
• 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
• 2
• 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