MCDONALDS CREW TRAINER ACTUAL
TEST PAPER QUESTIONS AND SOLUTIONS
COMPLETE STUDY GUIDE
●● The sauce policy is as follows:
Answer: nuggets:
4pc-1
6pc-1
10pc-2
20pc-3
tenders:
2pc-1
4pc-1
6pc-2
10pc-3
fries:
sm-1
med-2
lg-3
●● What are the 6 steps of service?
,Answer: The 6 steps of service are the procedures we use in taking and
preparing customers' orders, to again ensure consistency to out
customers.
●● The 6 steps of service:
Answer: 1. Greet the customer- "hi how can I help you today" or some
variation of this, you must say HI or HELLO to the customer.
2. Take the order- use smart order taking, suggestive sell etc.
3. Take the money- say "out of" so both you and the customer know
what they are paying with and there is no confusion on the change.
4. Assemble the order- fries and ice cream ALWAYS last, oatmeal
always first.
5. Present the order- call the order out by its number and the main item.
6. Repeat business- "thank you please come again".
●● What are the 5 steps to customer recovery?
Answer: This is the correct procedure to follow when dealing with a
customer complaint.
●● The 5 steps to customer recovery:
Answer: 1. Introduce yourself- let them know who you are, use their
name, and make it personal. Listen attentively, do not interrupt and
never argue.
2. Offer a sincere apology- they expect and deserve it.
, 3. Make it right- do whatever it takes to make them happy.
4. Fix it operationally- find out what went wrong and why to cause the
complaint and reassure the customer you'll fix it for the future.
5. Go for the "wow"- go above and beyond their expectations and build
a relationship for future visits.
●● What are enemies of the vats?
Answer: Certain things cause our oil to become old more quickly, for
this reason we call them "enemies of the vats" and try to avoid contact
with these items and the oil at all times.
●● What are the 7 enemies of the vats?
Answer: 1. water
2. heat
3. air
4. time
5. carbon
6. detergent
7. salt
●● What are the 3 ups?
Answer: 1. Back up: when you have nothing to do in your area the first
thing you should do is look to see if you can assist in another area.
TEST PAPER QUESTIONS AND SOLUTIONS
COMPLETE STUDY GUIDE
●● The sauce policy is as follows:
Answer: nuggets:
4pc-1
6pc-1
10pc-2
20pc-3
tenders:
2pc-1
4pc-1
6pc-2
10pc-3
fries:
sm-1
med-2
lg-3
●● What are the 6 steps of service?
,Answer: The 6 steps of service are the procedures we use in taking and
preparing customers' orders, to again ensure consistency to out
customers.
●● The 6 steps of service:
Answer: 1. Greet the customer- "hi how can I help you today" or some
variation of this, you must say HI or HELLO to the customer.
2. Take the order- use smart order taking, suggestive sell etc.
3. Take the money- say "out of" so both you and the customer know
what they are paying with and there is no confusion on the change.
4. Assemble the order- fries and ice cream ALWAYS last, oatmeal
always first.
5. Present the order- call the order out by its number and the main item.
6. Repeat business- "thank you please come again".
●● What are the 5 steps to customer recovery?
Answer: This is the correct procedure to follow when dealing with a
customer complaint.
●● The 5 steps to customer recovery:
Answer: 1. Introduce yourself- let them know who you are, use their
name, and make it personal. Listen attentively, do not interrupt and
never argue.
2. Offer a sincere apology- they expect and deserve it.
, 3. Make it right- do whatever it takes to make them happy.
4. Fix it operationally- find out what went wrong and why to cause the
complaint and reassure the customer you'll fix it for the future.
5. Go for the "wow"- go above and beyond their expectations and build
a relationship for future visits.
●● What are enemies of the vats?
Answer: Certain things cause our oil to become old more quickly, for
this reason we call them "enemies of the vats" and try to avoid contact
with these items and the oil at all times.
●● What are the 7 enemies of the vats?
Answer: 1. water
2. heat
3. air
4. time
5. carbon
6. detergent
7. salt
●● What are the 3 ups?
Answer: 1. Back up: when you have nothing to do in your area the first
thing you should do is look to see if you can assist in another area.
