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WorksheetsSkills Assessment 1 - Cashiering (4)
Total questions: 33
Worksheet time: 17mins
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
If there is any promotion that you are not sure, what must you do?
如果有你不确定的促销活动，你该怎么办？
Give customer inaccurate information
给予顾客不正确的信息
Check with SIC and inform customer immediately
与SIC核实并立即通知顾客
Tell customer to contact the HQ directly
通知顾客直接联系HQ
Just tell customer what you know
只告诉顾客您所知道的
Customer request for 300% sugar level, what will you reply to them?
顾客要求300%的糖度，你该怎样回复他们？
We can only provide up to Extra sugar level option. Cannot go above Extra Sugar.
我们只能提供最多“多加”糖含量的选项。 不能超过“多加”糖选项。
Ok, we will do 300% for you
好的，我们会为你做300%的糖分
Why do you need the drink to be so sweet, it will cause diabetes
为什么要喝这么甜的饮料，会导致糖尿病
Our maximum sugar level is Extra Sugar, 300% will be very sweet. If it's fine with you, we can provide you with 3X of Extra Sugar
我们的最高糖含量是“多加”糖，300%会很甜。 如果您同意，我们可以为您提供 3 倍的“多加”糖份
How do you promote the drinks to the customer once they are at the cashier area?
当顾客在收银台，您该如何向他们推销饮料？
I recommend our promotional drinks (A Little Red Flower For You)
我推荐我们最新的饮品（送你一朵小红花）
I do not promote the drinks to customer if I am too busy
如果我太忙，我不会向顾客推销饮料
I promote the newest and the most expensive drinks to the customer
我会向顾客推销最新最贵的饮料
I recommend customers the drinks that I like
我向顾客推荐我喜欢的饮料
If a customer cannot pronounce the name of the drink / words properly, how can you help the customer?
如果顾客无法正确发音饮料名称/单词，您可以如何帮助顾客？
Ask customer to take his/her time to learn the pronunciation and serve other customers first
让顾客花时间学习发音并先服务其他顾客
Ask customer to write down the name of the drink
让顾客写下饮料名称
Get the other customers to help me ask him/her what drinks they want to order
让其他顾客帮我问他/她想点什么饮料
Point to the menu and drinks code number for easy reference
指向菜单和饮料代码以便于参考
If customer purchase $3 drink and give a $5 voucher, can we return the balance of $2 cash back to them? Why?
如果顾客购买$3饮料并使用$5优惠券，我们可以将$2现金余额退还给他们吗？ 为什么？
Yes. We can return the balance of $2 if customer asks for it
可以。 如果客户要求，我们可以退还$2的余额
No. We can only return half of the balance
不可以。我们只能退还一半余额
No. Voucher cannot be exchanged for cash, we can recommend customer to purchase another drink.
不可以。优惠券不能兑换现金，我们可以建议顾客购买其他饮品。
Yes. We can return $2 cash as long as the voucher is not expired
可以。只要优惠券没有过期，我们就可以退还$2的现金
Customer want to purchase LiHO TEA vouchers / bulk order, how do you answer them?
顾客想购买LiHO TEA礼券/批量订单，你们如何回复？
We do not accept bulk orders
我们不接受批量订单
Kindly call our HQ or email to general.enquiry@royal-tg.com
请致电我们的总部或发送电子邮件至general.enquiry@royal-tg.com
Give SIC number to customer, call him/her for further discussion
提供SIC 号码给客户，致电给他/她进行进一步讨论
None of the above
以上皆不是
Share with us how do you give discount if staff card was presented to the cashier.
如果向收银员出示员工卡，如何给予折扣。
We just give the discount, there is no need to check the staff card properly
我们只给折扣，无需检查员工卡
Card must be presented during purchase and photo must match the staff.
购买时必须出示员工卡，照片必须与工作人员相符。
We do not give discounts to our staff
我们不给员工折扣
We ask the staff for more information before giving out discounts
给予折扣前，我们询问更多的讯息
Do you repeat customer’s order if the order is just one cup?
如果订单只有一杯，员工需要重复顾客的订单吗？
Sometimes
偶尔
No
不需要
Yes
需要
Maybe
可能需要或不需要
What are the benefits for myLiHO Tea memberships?
myLiHOTea 会员有什么好处？
Registration is Free
免费注册·
$2 Member Deal Drinks
$2 会员优惠饮品
Buy one, Free one voucher immediately upon sign up.
注册后立即获得买一送一优惠
Birthday Special Vouchers
生日特别优惠
Members get 10% off every order.
会员可享有10%优惠在每一张订单
If the receipt printer is not working and the receipt is not available. What should you do?
如果收据打印机无法工作并且收据不可用。 员工该怎么处理？
No need to provide a receipt
不必提供收据
Tell customer to come back again for the receipt when the printer is working
等打印机好了后再让顾客回来拿
Let the customer wait in the outlet until the printer is fixed
让顾客在门店等待直到打印机修好
Use a manual receipt to write customer order and hand over to them
使用手写收据并交给顾客
During closing if the cash float is short of $10, what should you do?
结账时发现流动现金少了$10，员工该怎么处理？
Report to L&D
上报培训部
Call HQ
致电总部
Ignore the difference
不予理会
Inform SIC, SIC to report to Finance.
通知SIC，SIC会通知财务部
If customer asked, how long do I have to wait for my drink, I’m rushing now. What is your reply to the customer?
如果顾客问“我要等多久才能喝到饮料，我现在很赶”。 您给顾客的回复是什么？
Ask SIC/experienced staff for the duration guide
向 SIC/经验丰富的员工询问时间指南
Stare at the customer for rushing me
盯着催我的顾客
Get angry with customer for being impatient
对不耐烦的顾客生气
No need to reply, customer should understand that it takes time to make the drink
无需回复，顾客应该明白制作饮料需要时间
If customer asks, will your standard sugar level be very sweet? What is your reply to the customer?
如果顾客问，你们的标准糖度会很甜吗？ 员工该怎样回复？
Depends on individual customer's preferences
取决于个别顾客的喜好
You will have to purchase a drink in order to find out
您必须购买一杯饮料才能知道
I don't find it too sweet so it should be suitable for you too
我觉得不太甜所以应该也很适合你
The sugar level was adjusted according to HPB standards, you can try least level for your drink.
糖度是根据HPB标准调整的，您可以尝试最低的饮料含量
Can LiHO TEA drink be kept overnight?
LiHO茶饮料可以保存过夜吗？
Yes
可以
Not Sure
不清楚
Maybe
可能
It’s best to consume within 1 hour
最好在1小时内
What is Da Hong Pao tea?
什么是大红袍茶？
A kind of tea that looks red when brewed
一种冲泡时呈红色的茶
A type of green tea
一种绿茶
A type of Oolong tea which has a strong taste
乌龙茶的一种，味道较浓
A type of non-caffeinated tea
一种不含咖啡因的茶
What is Jing Syuan tea?
什么是金萱茶?
It is a Light Oolong tea
这是一款淡味乌龙茶
It is a non-caffeinated tea
一种不含咖啡因的茶
It is a Premium Green Tea
这是一种优质绿茶
It is a Black tea
一种红茶
What are White Pearl toppings made of?
白珍珠配料是由什么制成的？
Seaweed Extract
海藻提取物
Gelatin
明胶
Plain Flour
普通面粉
Cornstarch
玉米淀粉
Do Fresh Milk Tea drinks have Tea?
鲜奶茶饮料里有茶吗？
Yes, but not all. Brown Sugar Lover and Cookies Machi does not contain any tea.
是的，但不是全部。 初恋黑糖和饼干美人不含任何茶
Yes, but not all. Only Brown Sugar Lover and Cookies Machi contains tea.
是的，但不是全部。 初恋黑糖和饼干美人含茶
No, it is fresh milk only
没有，只是鲜奶
Yes, all drinks contain tea
是，全部饮料都含茶
Why do Cashier staff need to repeat customer’s order?
为什么收银员需要重复顾客的订单？
To help them memorize the menu
帮助他们背熟菜单
To prevent taking or giving a wrong order to our customer
为了避免把错的饮料给顾客
To let other customers know what are the drinks we have
让顾客知道我们有什么饮料
To let other colleagues know about the order
让其他员工知道什么饮料
Are there any dairy-free milk drinks available?
有没有不含乳制品的鲜奶饮料？
No. We only have Fresh Milk drinks.
没有。我们只有鲜奶饮料
Yes. For all drinks, customers can upgrade to Oat Milk at $1.50
有。全部饮料都可以$1.50升级燕麦奶
Yes. For all drinks, customers can upgrade to Oat Milk at no additional charge
有。全部饮料都可以免费升级燕麦奶
Yes. For Brown Sugar Love and Cookies Machi, customers can upgrade to Oat Milk at $1.50
有。初恋黑糖和饼干美人可以$1.50升级燕麦奶
Is there currently a hot option for Singapore Fruit Tea?
新加坡水果茶可以做热饮吗？
Yes
可以
No
不可以
Can Fresh Milk Tea drinks be stored in the refrigerator overnight and consumed the following day?
鲜奶茶饮料可以在冰箱里保存过夜并第二天饮用吗？
Yes, the quality of the drink remains the same
可以，饮料品质不变
No, drinks will not be fresh and toppings such as pearls will harden.
不可以，饮料会不新鲜，珍珠等配料会变硬
Yes, it can be stored for 3 days
可以，可以保存3天
No, it is recommended that drinks should be consumed within an hour of purchase
不可以，建议饮料应该在1小时内喝完
Which series will you recommend if customer is looking for Healthier Options?
如果顾客想寻找更健康的选择，您会推荐哪个系列？
HPB Series
较健康系列
Fresh Milk / Oat Milk Series
鲜奶/燕麦系列
Choco / Coffee Series
可可/咖啡系列
Milk Tea Series
奶茶系列
