Orientation Test

To be America’s Best Chicken Restaurant

To be America’s Best Quick Service Restaurant

To give every customer, on every visit, adequate food at a reasonable price

To be in the top five Quick Service Restaurants

James Sanders

Dave Thomas

Ray Kroc

Truett Cathy

True

False

Execute Operational Excellence

Deliver 2nd Mile Service

Create Emotional Connections

All of the above

Bagstuffing, Point of Purchase and Merchandising

Proactive, Add On and Upgrade

Taste of Food, Cleanliness of Restaurant, Speed of Service and Attentive and Courteous Team Members

Food, People, Cows and Influence

Service that is not quite what customers expect

Going above and beyond customers’ expectations

Giving service that achieves Operational Excellence

The level of service that customers have come to expect at quick service restaurants

Deliver the Core 4 all day, every day

Clean the Restaurant after every meal period

Every Customer on every visit experiences at least one 2nd Mile Service Behavior

Be the #1 Drive Thru in America

Listen; Apologize; Solve; Thank

Listen; Answer; Say; Tell

Listen; Analyze; Solve; Treat

None of the above

Do not try to determine the meaning of the customer’s body language, just listen to the words being spoken

Listen for how the customer wants the problem solved

Never interrupt

Politely clarify any points you do not understand

Bringing the problem to your attention

Being patient as you solved the problem

The customer’s continued business

The customer’s positive attitude as you’ve worked together

All of the above

Only if you are wearing a button front shirt

Only if you are going to come in contact with customers

At all times (except for maternity tops)

Team Member shirts do not have to be tucked in

Any socks are acceptable

Males: black socks; Females: black socks, black hose or flesh toned hose

Oil resistant socks

White, 100% cotton socks

Whatever type of shoes you already have

Brown shoes, made from 100% cotton cloth, with slip resistant rubber soles

Black shoes, constructed of leather or man made (not cloth) uppers, with slip resistant rubber soles

None of the above

Hair that falls around face must be tied back using a simple hair band or barrette that is black or another neutral color and that has no loose or dangling parts

Hair must not fall below midpoint of collar

Long hair must be worn in a French braid

None of the above

Hair that falls around face must be tied back using a simple hair band

Hair must not fall below midpoint of collar

Ponytails are okay as long as they are hidden under a hat

None of the above

Mustaches and goatees are acceptable

Any style of facial hair is acceptable as long as it is well groomed

Hair nets must be worn over beards

Facial hair, other than a neatly trimmed mustache, is unacceptable

Females may have no more than two earrings per ear, worn only in the earlobe

Dangling earrings (including hoops) are not acceptable

Males may not wear earrings

All of the above