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CEM STUDY GUIDE QUESTIONS AND ANSWERS WITH SOLUTIONS 2024
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CEM STUDY GUIDE QUESTIONS AND ANSWERS WITH SOLUTIONS 2024
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CEM STUDY GUIDE QUESTIONS ANDANSWERS WITH SOLUTIONS 2024
What 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? - ANSWER 1.) 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? - ANSWER Take 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? - ANSWER 1.) 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." - ANSWER FALSEEE.
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? - ANSWER Either 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)? - ANSWER
Make 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? - ANSWER 1.) 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? - ANSWER When 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? - ANSWER sanitizer (yellow bottle)
When on Outside Expo, what is the correct way to inform the guest to pull up? - ANSWER 1.) 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!"
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