Biggby Coffee ACTUAL UPDATED Exam
Questions and CORRECT Answers
PERC is not a ___ ___. It is a ___ practiced every ___ of every day. - CORRECT
ANSWER - single act; habit; moment
P in PERC - CORRECT ANSWER - Perception by customers that we respect their time
and move them as quickly as possible.
E in PERC - CORRECT ANSWER - Every customer leaves the store in a better mood
than when the customer arrived.
R in PERC - CORRECT ANSWER - Recognize each customer as an individual.
C in PERC - CORRECT ANSWER - Consistently produce a high quality beverage.
PERC generally means... - CORRECT ANSWER - -the energetic, professional, and treat
every order as if it were race do...everything with a sense of urgency
-make eye contact, smile and be aggressively friendly...don't wait for the customer to talk to you
-treat each customer as if he is your only concern...learn their names, drinks, and stories
-never sacrifice the quality of product for Speed of service...follow the drink making procedures,
recipes and always use measurements
PERC — Cashier - CORRECT ANSWER - P: always be present at the pop to greet
customers immediately
E: with eye contact a smile and enthusiastic welcome
R: learn names and drinks and make informed upsells
, C: ring up drinks on the cash register correctly
PERC — Shotpuller - CORRECT ANSWER - P: keep the coffee air pots full—customers
should not find empties
E: run laps every 15 minutes or more often if necessary customers will feel more comfortable in
a clean environment
R: acknowledge customers as they wait in line and encourage them in quick conversations while
you clean the lobby
C: use only fresh espresso shots
PERC — Milksteamer - CORRECT ANSWER - P: actively engage each customer in
conversation—
E:it takes their mind off the wait and their worries
R: and demonstrate what we are interested in getting to know them making them feel special
C: make sure the drink is perfectly presentable before serving with no spills perfect whipped
cream ect.
Essence of PERC - CORRECT ANSWER - Making people happy
Mission Statement - CORRECT ANSWER - Create one new Biggby fanatic per day per
store who actively promote us to others
Dress Code: Hair - CORRECT ANSWER - -must be restrained if below shoulders
-beards mustaches and goatees must be short and trimmed
-sideburns must not extend past your lobes
-hair must be natural colors
Dress Code: Jewlery/Makeup - CORRECT ANSWER - -a watch,wedding band, and stud
earrings are the only jewellery permitted
-a clear retainer may be worn to keep piercing open
Questions and CORRECT Answers
PERC is not a ___ ___. It is a ___ practiced every ___ of every day. - CORRECT
ANSWER - single act; habit; moment
P in PERC - CORRECT ANSWER - Perception by customers that we respect their time
and move them as quickly as possible.
E in PERC - CORRECT ANSWER - Every customer leaves the store in a better mood
than when the customer arrived.
R in PERC - CORRECT ANSWER - Recognize each customer as an individual.
C in PERC - CORRECT ANSWER - Consistently produce a high quality beverage.
PERC generally means... - CORRECT ANSWER - -the energetic, professional, and treat
every order as if it were race do...everything with a sense of urgency
-make eye contact, smile and be aggressively friendly...don't wait for the customer to talk to you
-treat each customer as if he is your only concern...learn their names, drinks, and stories
-never sacrifice the quality of product for Speed of service...follow the drink making procedures,
recipes and always use measurements
PERC — Cashier - CORRECT ANSWER - P: always be present at the pop to greet
customers immediately
E: with eye contact a smile and enthusiastic welcome
R: learn names and drinks and make informed upsells
, C: ring up drinks on the cash register correctly
PERC — Shotpuller - CORRECT ANSWER - P: keep the coffee air pots full—customers
should not find empties
E: run laps every 15 minutes or more often if necessary customers will feel more comfortable in
a clean environment
R: acknowledge customers as they wait in line and encourage them in quick conversations while
you clean the lobby
C: use only fresh espresso shots
PERC — Milksteamer - CORRECT ANSWER - P: actively engage each customer in
conversation—
E:it takes their mind off the wait and their worries
R: and demonstrate what we are interested in getting to know them making them feel special
C: make sure the drink is perfectly presentable before serving with no spills perfect whipped
cream ect.
Essence of PERC - CORRECT ANSWER - Making people happy
Mission Statement - CORRECT ANSWER - Create one new Biggby fanatic per day per
store who actively promote us to others
Dress Code: Hair - CORRECT ANSWER - -must be restrained if below shoulders
-beards mustaches and goatees must be short and trimmed
-sideburns must not extend past your lobes
-hair must be natural colors
Dress Code: Jewlery/Makeup - CORRECT ANSWER - -a watch,wedding band, and stud
earrings are the only jewellery permitted
-a clear retainer may be worn to keep piercing open
