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CEM Study Guide Questions Graded A+
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CEM Study Guide Questions
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CEM Study Guide QuestionsWhat does CEM stand for? - answer Customer Experience Monitor
Where do CEM scores come from? - answer The Surveys that our guests fill out on the
bottom of the receipts.
What are the five main categories that CEM consist of? - answer Attentive & Courteous,
Order Accuracy, taste, Cleanliness & Overall Satisfaction
What does SOS stand for? - answer Speed of Service
What is our goal for SOS? - answer To be UNDER 3 minutes
T/F? We should only repeat orders back to the guests sometimes. - answer FALSE. We
should be repeating back orders ALL of the time.
What do you do when you notice that there is a gap between the car that you are
serving and the car in front of them? - answer Pull the guest forward to minimize the
gap
What are the three main reasons that we pull cars up as much as we can? - answer1.)
The more that the guest is moving, the less time they have to realize they have been
waiting.
2.) To prevent traffic build up on Mason and in our CFA parking lot
3.) to bring down SOS
What should you do when you notice that some of the unused iPads , Card Readers or
walkie talkies are not plugged in? - answerTake initiative and plug them in your self.
Don't wait for someone else to do it.
If we did not hear the guest the first time, how should we respond? - answer1.) First,
apologize: "I'm sorry"
2.) Second, speak in a polite tone: "I could not hear that"
3,) Third, ask nicely for them to repeat what they said "Could you please repeat that one
more time?"
T/F? If we can not hear a guest the first time, we should respond by saying " I can't hear
you. Repeat that." - answerFALSEEE.
If there is a car in the Drive Thru that has a large order or is taking a long time, what
actions should you take if the guests behind them have been waiting a long time? -
, answerEither 1.) Navigate traffic to where the guests behind the car can go around
them in order to get to the cash window OR 2.) Find a way to interact with the guest that
is waiting. Make good talking points and create CONNECTIONS with them. You just
might make their day...
What is the MOST important thing that we can do before storing any order ( on F2F or
HS)? - answerMake sure that we are COMMUNICATING with one another. (Helps
when storing in order)
What are 2 things that we should always remember to do before storing an order? -
answer1.) Make sure that Car Descriptions and names are ACCURATE
2.) Make sure we are ALWAYS asking for sauces
( This makes a HUGEEE difference, when it comes to SOS!!)
When should you head outside on ipad when on a headset? - answerWhen 3+ cars are
in the lanes ( if the cars in the lane are out of your line of sight when looking at the
monitor)
What type of cleaning product are we supposed to use to clean the table after finishing
your break and for hourly restaurant cleanings? - answersanitizer (yellow bottle)
When on Outside Expo, what is the correct way to inform the guest to pull up? -
answer1.) First, GREET THEM "Hi, you had the order for...?"
2.) Kindly ask them to pull forward "If you don't mind pulling all the way to the red sign or
just behind the car in front of you, we will bring your order out shortly."
3.) Thank them " Thank you so much!"
If a guest has been parked for a long time because of an item we are waiting on, what
actions need to be taken? - answerInform the guest about the item we are waiting on
and apologize for the wait. DON'T leave them uninformed!
T/F? You cannot go outside on F2F until you are told to. - answerFALSE! You can make
that call yourself if you notice that the line is starting to pick up. Take initiative :)
If on cash and the ipads are on headset, what should you do when the guest pulls to
your window? - answerRepeat the order to its entirety
If on cash and the ipads are outside, what should you do when the guest pulls to your
window? - answerRepeat the guest's name before they proceed to the service window.
This way we can guarantee that the sequence of the cars in line are correct and can
catch switch cars early.
What is the CORE 4? (updated version) - answer1.) Create eye contact
2.) Share a Smile
3.) Speak with a friendly tone
4.) ALWAYS say "My Pleasure!"
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