This document outlines the 9 service steps for taking customer orders: 1) Smile and greet the guest, 2) Listen and take the order, 3) Upsell, suggest, and offer dessert, 4) Repeat the order, 5) Ask and receive payment, 6) Assemble the order, 7) Announce the order to the guest, 8) Point out condiment locations, and 9) Thank the guest and ask for repeat business. Following these 9 steps will help provide excellent customer service when taking orders. The training will last one hour and cover the importance of practicing these steps.

1. The 9 Service Steps
 By the end of this training we should
know the 9 service steps.
 What is the importance of practicing
the 9 service steps when taking an
order.
 This training will take one hour.

2. Step 1
Smile and greet the guest before the guest greet you.
 Smile and greet the guest in a sincere manner.
 Eye contact is maintained. ( we do not look at GCC ladies in the eyes).
 Use friendly tone of voice.
 Use various greetings.
 If you know the name of the guest, use it.
https://www.youtube.com/watch?v=jZkdcYlOn5M

3. Step 2
Listen and take the order ( listen attentively to
the guest while he or she is speaking)
 Start entering the order on the till when you have greeted your guest.
 Continue to make eye contact.
 Smile is maintained.

4. Step 3
Upsell, Suggest and offer Dessert
 Helpfully up-sell, suggest a missing item or offer a dessert: for instance, “would you
like to try a dessert”.
 What is up-selling?
It is a selling technique wherein the highest selling priced products are suggested
to the guest after ordering a regular meal.
 What is suggestive selling?
A selling technique wherein additional products/items are suggested to the guest
after ordering a normal meal. Example suggest an apple pie, ice cream or other
products

5. Step 4
Repeat the order
 Speaks clearly and loudly enough to be understood, but still keep it friendly.
 If you don't understand the order, wait for the guest to finish speaking. Then repeat
as much as you understood , and ask “ have i missed anything”?
 Never interrupt the guest. If the guest does not specify a size for the fries or
beverage, ask questions like: would you like a large fries ? Would you like a large
Pepsi?
www.dailymotion.com/video/x31hknu?GK_FACEBOOK_OG.
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1.50

6. Step 5
Ask and receive payments
 Modes of payment
Cash
Credit Card
RFID
Meal Voucher
Meal Bands
Duty Meals

7. Step 6
Assemble the order
 Know your order.
 Be accurate in assembling the order.
 Be fast in assembling the order.
 Check for quality
 Assembly sequence (a) Cold drinks (b) Hot drinks (c) plated sandwiches/ burgers
(d) Pies (e) Fries (f) sundaes and cones
 Dot serve half the order unless the guest request for it.

8. Step 7
Announcing or repeating the order back to the
guest
 Maintain eye contact
 Use friendly tone of voice
 Ensure items are correct.
https://www.youtube.com/watch?v=TfPv-AuoaCg

9. Step 8
Point out the location of the condiments,
napkins & straws
 Always politely point to the condiment station and inform the guest where the
location of the condiments are.

10. Step 9
Thank the guest and ask for repeat business by
using the phrase “ Thank you and hope to see
you again”
 Thank every guest and invite them back in a polite and sincere manner.
 It is not what you say but how you say it that counts .
 Use different phrases that express your individual personality. Do not be
mechanical. For example “ Thanks see you again”.
P&G (Procter & Gamble)