WorksheetsReviewer
Total questions: 45
Worksheet time: 42mins
Who founded Sonic Drive-In in 1953?
Troy Nuel Smith Sr.
Troy Nuel Smith Jr.
Charlie Pappe
Charlie Smith
What was Sonic Drive-In’s original name?
Top Hat Drive-In
Hat Top Drive-In
Tails Drive-In
Knuckle Drive-In
Where was the first Top Hat Drive-In located?
Texarkana, Texas
Manila, Arkansas
Shawnee, Oklahoma
Hamilton, Ohio
Who is the supermarket owner who opened the second Top Hat Drive-In and Troy’s partner in business?
Troy Nuel Smith Sr.
Troy Nuel Smith Jr.
Charlie Chaplin
Charlie Pappe
What is Sonic Drive-In’s slogan?
This is How We Do It
This is How We SONIC
Faster than the speed of sound
Fast and Furious
How can customers view our menu in Spanish?
Scroll all the way down then click ¿Español?.
Scroll all the way up then click ¿Español?.
No Spanish Translation
Go to Sonicspanish.com
How many Sonic Drive-In stores do we have in Olathe, Kansas?
Two
Three
Four
Five
What is the store hours of the Sonic Drive-In store in Wasilla, AK?
Monday – Saturday, 8:00am – 11:00pm
Sunday 10:00am – 6:00pm
Monday – Saturday, 9:00am – 12:00pm
Sunday 10:00am – 6:00pm
Monday – Saturday, 8:00am – 11:00pm
Sunday 9:00am – 12:00am
Monday – Saturday, 8:00am – 5:00pm
Sunday 10:00am – 6:00pm
What are the Benefits & Perks of being a Sonic employee?
Flexible Hours
Competitive Wages
Medical Benefits
Dental Benefits
Free International Travel
Where are Sonic’s Core Values?
Respect
Relationship
Entrepreneurial Spirit
Bravery
Which pages can you find and download the Menu and Nutrition Guide?
Menu
Location
Deals
Careers
Gift Cards
What are the different ways to create a Sonic account?
Sign In with Facebook
Sign Up with Email
Sign In with Twitter
Sign In with Instagram
What time is Sonic’s Happy Hour?
1pm – 3pm Daily
2pm – 4pm Daily
3pm – 5pm Daily
4pm – 6pm Daily
How can customers check their gift card balance?
Go to Gift Cards then select Check Balance
Go to Gift Cards then select Reload Card
Where should the customers go to download the Family Fun Packs?
Kids
Menu
Deals
Gift Cards
How many calories does a Chicken Slinger have?
150 Calories
250 Calories
350 Calories
450 Calories
What term do we use when referring to our restaurants?
Joint
Drive-Thru
Drive-In
Pub
The term we should use instead of customer.
Caller
Guests
Orderist
Consumer
As a last option, if the guest is having problems in using the Sonic app, carhops can navigate using the mobile device on their behalf.
True
False
Name the four main categories organized into hierarchies.
Company, Facilities, Service and Product
Company, Service, Facilities, and Product
Service, Company, Facilities, and Product
Product, Company, Facilities, and Service
What is the Guest Complaint Hotline also known as?
Tot Line
Crisis Line
HR Line
After you have completed a Tot Line complaint in RNT and saved it, what happens to that incident?
It is e-mailed to the drive-in for review/resolution
It’s emailed to the president of Sonic for resolution
It’s sent to T2 to resolve
Nothing else happens
Categorization: An employee calls upset because they haven’t received their paycheck.
Category: Employee Helpline, Sub-Category: Employee Helpline, Property: Paycard Concerns, Descriptor: Balance question; did not receive
Category: Employee Helpline, Sub-Category: Employee Helpline, Property: Paycard Concerns, Descriptor: Pay not accurate or late
Category: Employee Helpline, Sub-Category: Employee Helpline, Property: Wage and Hour Violation, Descriptor: Other
Category: Employee Helpline, Sub-Category: Employee Helpline, Property: Paycard Concerns, Descriptor: Other
How many categories can be included on a Crisis Line incident?
1
2
5
No Limit
Complaints from a former disgruntled employee are still counted against the store as the Voice of the Customer is more important.
True
False
A complaint can be removed if the Drive-In manager contacts the guest and resolves the issue.
True
False
If the automated process fails to generate a ticket with customer information, it is not possible to start a new incident.
True
False
Categorization: A legal guardian calls to let corporate know that they’re forcing kids, including their own, to work off the clock
Category: Employee Helpline, Sub-Category: Employee Helpline, Property: Wage & Hour Violation, Descriptor: Off-the-clock Work
Category: Employee Helpline, Sub-Category: Employee Helpline, Property: Alleged Discrimination, Descriptor: Based on age
Category: Employee Helpline, Sub-Category: Follow-up, Property: Response to Contact, Descriptor: Did not receive
Category: Employee Helpline, Sub-Category: Employee Helpline, Property: Concerns with Management Conduct, Descriptor: Issues with work schedule
What places can you locate promotions currently offered? Select all that apply.
Knowledge Base (KB)
Website
Call Sonic and ask
Refer to the Drive-In
Priority 3 (P3) calls are an emergency when sent to the drive-in and can include the Sonic Crisis Team.
True
False
If a guest calls back about the same complaint because they haven’t received a response, what should you do? Select all that apply.
Add a follow up category
Add notes to the existing incident
Create a new incident
Refer back to the Drive-In
This is when the guest’s needs are properly addressed the first time they call in, thereby eliminating the need for the guest to follow up with a second call.
First Call Resolution
One Call Stop
First Call Revelation
One Call Resolution
What are you required to do after you have taken a Crisis Line call and saved the incident?
Go to Outbound state
Mention in Teams Outbound being made
Call the appropriate contact every 10 minutes for 30 minutes (3 times total)
Call the alternate contact immediately every 10 minutes for 30 minutes if the appropriate contact cannot be reached
For challenges, it should be approved if they state they have reviewed the tape, questioned the employees, and found the guest to be incorrect.
True
False
What represents Sonic Corporate owned locations?
SRI
SII
Categorization: Guest called in and they went to Sonic this evening and ordered a Butterfinger Blast but received a Snickers Blast instead.
Category: Products, Group Code: Blasts, Sub-Category: Butterfinger Blast, Property: Incorrectly Prepared, Descriptor: Wrong Flavor
Category: Products, Group Code: Blasts, Sub-Category: Butterfinger Blast, Property: Selection, Descriptor: Item Missing From Order
Category: Products, Group Code: Blasts, Sub-Category: Snickers Blast, Property: Incorrectly Prepared, Descriptor: Wrong Flavor
Category: Products, Group Code: Blasts, Sub-Category: Butterfinger Blast, Property: Incorrectly Prepared, Descriptor: Wrong Add-In (Candy/Fruit)
Categorization: A guest calls in upset that the carhop isn’t wearing a mask or gloves.
Category: Company, Sub-Category: Information, Property: Coronavirus, Descriptor: Coronavirus Call
Category: Services, Sub-Category: Crew Member, Property: Quality of Service, Descriptor: Unprofessional Behavior
Category: Services, Sub-Category: Crew Member, Property: Quality of Service, Descriptor: Unprofessional Appearance
Category: Company, Sub-Category: Follow-Up, Property: Needs Resolution, Descriptor: Escalate to Drive-In
When a situation requires escalation internally, how is this done?
Save the incident with the status “Transfer to Tier 2”
Call a T2 and let them know
Post it in a chat
Email a Tier 2
Categorization: Guest calls in requesting a refund because when he got home with his drink order, he realized it was the wrong drink. He wanted a Vanilla Dr. Pepper, and it was a Regular Coke. He paid with a Visa – Debit Card at the location.
Category: Products, Group Code: Beverages, Sub-Category: Dr. Pepper, Property: Incorrectly Prepared, Descriptor: Wrong Soda
Category: Products, Group Code: Beverages, Sub-Category: Dr. Pepper, Property: Incorrectly Prepared, Descriptor: Wrong Flavor
Category: Products, Group Code: Beverages, Sub-Category: Coca-Cola, Property: Incorrectly Prepared, Descriptor: Wrong Soda
Category: Products, Group Code: Beverages, Sub-Category: Dr. Pepper, Property: Incorrectly Prepared, Descriptor: Wrong Add-In (Candy/Fruit)
If a guest calls in complaining about unauthorized charges and the Sonic Mobile App was not involved, what must you advise the customer?
Refer them to their financial institution to dispute the charge
Refer the guest to the drive-in for the refund
Advise the guest that a follow up would be received
Refund any purchases not made by them
Categorization: I took my family to Sonic yesterday evening. We attempted to eat outside on the patio since we had a while before we had to be at the theater for family movie night. The music that was being played over the Sonic speakers was filled with bad language. I ended up having to have the kids eat in the car in the theater parking lot.
Category: Products, Group Code: Burgers, Sub-Category: Quarter Pound Double Cheeseburger, Property: Incorrectly Prepared, Descriptor: Onion
Category: Products, Group Code: Burgers, Sub-Category: Super Sonic Double Cheeseburger, Property: Incorrectly Prepared, Descriptor: Onion
Category: Products, Group Code: Burgers, Sub-Category: Quarter Pound Double Cheeseburger, Property: Selection, Descriptor: Item Missing From Order
Category: Products, Group Code: Burgers, Sub-Category: Cheeseburger, Property: Incorrectly Prepared, Descriptor: Onion
You’re required to ask for a name, phone number, and email address for any call type.
True
False
What must you never do on an Employee Helpline Call?
Apologize
Say Thank You
Get Their Name
Get Their Phone Number
Categorization: Multi-Unit Leader calls in to report a tornado came through the town and caused significant damage to the drive-in.
Category: Company, Sub-Category: Crisis Line - Safety, Property: Natural Disaster, Descriptor: Crisis
Category: Company, Sub-Category: Crisis Line – Potential Media, Property: Called the Drive-In, Descriptor: Contact Requested
Category: Company, Sub-Category: Crisis Line – Potential Media, Property: Called the Crisis Line, Descriptor: Contact Requested
Category: Company, Sub-Category: Crisis Line - Safety, Property: Injury, Descriptor: Employee Injured
A closed store human resource escalation is documented under the Employee Helpline if the drive-in cannot be found in RNT.
True
False
