Name: Score:
58 Multiple choice questions
Definition 1 of 58
Consistently produce a high quality beverage
Mission Statement
Cultural Values
C of PERC
First Cashier Position Priority
Definition 2 of 58
Brew coffee and run laps
First Cashier Position Priority
Third Shotpuller Position Priority
How often should a lap be run?
First Milksteamer Position Priority
Term 3 of 58
When a customer orders iced coffee, the cashier must ask if they would like room for cream and
sugar?
True
False
,Term 4 of 58
How could the cashier upsell a Grande Mango Creme Freeze?
Supersize, add syrup, add cream, add Spice, Add bananas
Upsize, add flavor, add whip, add Zip, Add strawberries
Upgrade to venti, add caramel, add sprinkles, add lemon, add blueberries
Add extra shot, add chocolate, add marshmallows, add zest, add raspberries
Term 5 of 58
What is the proper number of espresso shots by size for an Americano? (short, tall, grande, super)
2, 3, 4, 4
2, 25, 16, 18
1, 4, 8, 9
2, 12, 8, 9
Term 6 of 58
First Cashier Position Priority
Handle customer complaints and issues with patience and empathy
Greet customers within three steps of the door and complete their transactions as quickly
as possible
Monitor employee break times to ensure smooth shift transitions
Organize merchandise displays according to seasonal promotions
, Term 7 of 58
To which letter of PERC does this relate? Greet customers within three steps of the door.
E
C
R
P
Term 8 of 58
What is the difference between a latte and a cappuccino (with attention to drink composition and
flavor)?
A latte is 1/2 inch of foam, a cappuccino has half a cup of foam; a cappuccino has a stronger
coffee profile
A latte has no foam, a cappuccino has a full cup of foam; a latte has a stronger coffee
profile
A latte has 1/4 inch of foam, a cappuccino has no foam; a latte has a milder coffee profile
A latte has a full cup of foam, a cappuccino has 1/4 inch of foam; a cappuccino has a milder
coffee profile
Definition 9 of 58
Perception by customers that we respect their time and move them as quickly as possible.
P of PERC
Cultural Values
First Cashier Position Priority
Mission Statement
58 Multiple choice questions
Definition 1 of 58
Consistently produce a high quality beverage
Mission Statement
Cultural Values
C of PERC
First Cashier Position Priority
Definition 2 of 58
Brew coffee and run laps
First Cashier Position Priority
Third Shotpuller Position Priority
How often should a lap be run?
First Milksteamer Position Priority
Term 3 of 58
When a customer orders iced coffee, the cashier must ask if they would like room for cream and
sugar?
True
False
,Term 4 of 58
How could the cashier upsell a Grande Mango Creme Freeze?
Supersize, add syrup, add cream, add Spice, Add bananas
Upsize, add flavor, add whip, add Zip, Add strawberries
Upgrade to venti, add caramel, add sprinkles, add lemon, add blueberries
Add extra shot, add chocolate, add marshmallows, add zest, add raspberries
Term 5 of 58
What is the proper number of espresso shots by size for an Americano? (short, tall, grande, super)
2, 3, 4, 4
2, 25, 16, 18
1, 4, 8, 9
2, 12, 8, 9
Term 6 of 58
First Cashier Position Priority
Handle customer complaints and issues with patience and empathy
Greet customers within three steps of the door and complete their transactions as quickly
as possible
Monitor employee break times to ensure smooth shift transitions
Organize merchandise displays according to seasonal promotions
, Term 7 of 58
To which letter of PERC does this relate? Greet customers within three steps of the door.
E
C
R
P
Term 8 of 58
What is the difference between a latte and a cappuccino (with attention to drink composition and
flavor)?
A latte is 1/2 inch of foam, a cappuccino has half a cup of foam; a cappuccino has a stronger
coffee profile
A latte has no foam, a cappuccino has a full cup of foam; a latte has a stronger coffee
profile
A latte has 1/4 inch of foam, a cappuccino has no foam; a latte has a milder coffee profile
A latte has a full cup of foam, a cappuccino has 1/4 inch of foam; a cappuccino has a milder
coffee profile
Definition 9 of 58
Perception by customers that we respect their time and move them as quickly as possible.
P of PERC
Cultural Values
First Cashier Position Priority
Mission Statement
