BIGGBY COFFEE TRAINING QUESTIONS AND
ANSWERS
PERC - Answers-The Biggby Operating Philosophy
"P" in PERC - Answers-Perception by customers that we respect their time and move
them along as quickly as possible
"E" in PERC - Answers-Every customer leaves the store in a better mood than when the
customer arrived
"R" in PERC - Answers-Recognize each customer as an individual
"C" in PERC - Answers-Consistently produce a high quality beverage
Biggby Mission Statement - Answers-Create one new Biggby Coffee fanatic per day, per
store, who will actively promote us to others
Position Priorities - Answers-- The Shotpuller
- The Milksteamer
- The Cashier
- The Drive Thru Cashier
Shotpuller Priority #1 - Answers-Pull shots and set up drinks
Shotpuller Priority #2 - Answers-Complete and serve toasted food, including Bragels
Shotpuller Priority #3 - Answers-Brew coffee and run laps
Milksteamer Priority #1 - Answers-Steam milk, prepare and serve drinks
Milksteamer Priority #2 - Answers-Actively engage each customer in conversation
Milksteamer Priority #3 - Answers-Clean and restock
Cashier Priority #1 - Answers-Greet customers within 3 steps of the door and complete
their transactions as quickly as possible
Cashier Priority #2 - Answers-Build sales through suggestive selling
Cashier Priority #3 - Answers-Clean and restock the POP area, including food
Drive Thru Cashier Priority #1 - Answers-Greet customers within 3 seconds and
complete their transactions as quickly as possible
, Drive Thru Cashier Priority #2 - Answers-Build sales through suggestive selling
Drive Thru Cashier Priority #3 - Answers-Clean, restock, and assist production line
operations
Cultural Values - Answers-Make Friends
Have Fun
B Yourself
Share Great Coffee
"Short" Cup Size - Answers-10 oz
"Tall" Cup Size (Small) - Answers-16 oz
"Grande" Cup Size (Medium) - Answers-20 oz
"Super" Cup Size (Large) - Answers-24 oz
Latte Espresso Shot Ratio - Answers-1*, 2, 2, 3
Americano Espresso Shot Ratio - Answers-2*, 3, 4, 4
Hot/Iced Lattes Flavor Pump Ratio - Answers-3, 4, 5
Frozen Lattes Thick Syrup Ratio - Answers-2, 2, 3
Frozen Latte Thin Syrup Ratio - Answers-4, 4, 6
Shots must be pulled between: - Answers-19-23 seconds
Hot drinks are served at ___ degrees - Answers-150
Not hot drinks are served at ___ degrees - Answers-120
Extra hot drinks are served at ___ degrees - Answers-160
How much foam should a latte have? - Answers-1/2 inch or less
How much foam should a cappuccino have? - Answers-1/2 cup
How much foam should a latticcino have? - Answers-1/3 cup
How much foam should a dry cappuccino have? - Answers-2/3 cup
How do you create a no foam latte? - Answers-Steam the milk like normal, but pour
slowly and do not shake any foam onto the top of the drink
ANSWERS
PERC - Answers-The Biggby Operating Philosophy
"P" in PERC - Answers-Perception by customers that we respect their time and move
them along as quickly as possible
"E" in PERC - Answers-Every customer leaves the store in a better mood than when the
customer arrived
"R" in PERC - Answers-Recognize each customer as an individual
"C" in PERC - Answers-Consistently produce a high quality beverage
Biggby Mission Statement - Answers-Create one new Biggby Coffee fanatic per day, per
store, who will actively promote us to others
Position Priorities - Answers-- The Shotpuller
- The Milksteamer
- The Cashier
- The Drive Thru Cashier
Shotpuller Priority #1 - Answers-Pull shots and set up drinks
Shotpuller Priority #2 - Answers-Complete and serve toasted food, including Bragels
Shotpuller Priority #3 - Answers-Brew coffee and run laps
Milksteamer Priority #1 - Answers-Steam milk, prepare and serve drinks
Milksteamer Priority #2 - Answers-Actively engage each customer in conversation
Milksteamer Priority #3 - Answers-Clean and restock
Cashier Priority #1 - Answers-Greet customers within 3 steps of the door and complete
their transactions as quickly as possible
Cashier Priority #2 - Answers-Build sales through suggestive selling
Cashier Priority #3 - Answers-Clean and restock the POP area, including food
Drive Thru Cashier Priority #1 - Answers-Greet customers within 3 seconds and
complete their transactions as quickly as possible
, Drive Thru Cashier Priority #2 - Answers-Build sales through suggestive selling
Drive Thru Cashier Priority #3 - Answers-Clean, restock, and assist production line
operations
Cultural Values - Answers-Make Friends
Have Fun
B Yourself
Share Great Coffee
"Short" Cup Size - Answers-10 oz
"Tall" Cup Size (Small) - Answers-16 oz
"Grande" Cup Size (Medium) - Answers-20 oz
"Super" Cup Size (Large) - Answers-24 oz
Latte Espresso Shot Ratio - Answers-1*, 2, 2, 3
Americano Espresso Shot Ratio - Answers-2*, 3, 4, 4
Hot/Iced Lattes Flavor Pump Ratio - Answers-3, 4, 5
Frozen Lattes Thick Syrup Ratio - Answers-2, 2, 3
Frozen Latte Thin Syrup Ratio - Answers-4, 4, 6
Shots must be pulled between: - Answers-19-23 seconds
Hot drinks are served at ___ degrees - Answers-150
Not hot drinks are served at ___ degrees - Answers-120
Extra hot drinks are served at ___ degrees - Answers-160
How much foam should a latte have? - Answers-1/2 inch or less
How much foam should a cappuccino have? - Answers-1/2 cup
How much foam should a latticcino have? - Answers-1/3 cup
How much foam should a dry cappuccino have? - Answers-2/3 cup
How do you create a no foam latte? - Answers-Steam the milk like normal, but pour
slowly and do not shake any foam onto the top of the drink
