SOS 7 DJOURNAL

Outlet :
Date Visit :
MOD During Visit :
Barista/Cashier During Visit :

THE STEPS
YES NO
1. Greeting (Welcome to Djournal)
Cashier’s name
Ask customer’s name
Friendliness (eye contact, smile etc.) (1-3)

2. Info Promotion,
Mention CIMB Niaga
Mention the benefits (15% Discount & Upsize etc.) (1-3)
Mention Ismaya Membership
Explain the benefits (Upsize, Saving point etc.) (1-3)
Encourage customer to make ILC (If they don’t have)
Overall knowledge & friendliness (1-3)

3. Recommendation & Upselling

Ask customer, what they want to drink?
(Hot/ice, coffee/non coffee)
Recommendation (at least 2 items)
Info size using number (8oz, 12oz & 16oz)
Additional item (flavor, esp.shot etc.)
Pastry/sandwich/hot kitchen menu
Whip cream confirmation (punch in POS)
Overall product knowledge & friendliness (1-3)

4. Repeat & Input Order

Customer’s name without MR/MRS
Sticker positioning
Repeat order correctly
Input order correctly (cust. request, etc.)

5. Payment & Thanking

Mention total bill correctly
Payment method confirmation
WiFi access & comment card
Say thank you and mention customer’s name
Overall billing accuracy (1-3)

6. Pick Up or Delivery of Meal

Direct customer to pick up counter
Calling customer’s name when their drink ready to pick up
Food delivery (by Staff)
Mention customer’s drink
Mention customer’s name and say thank you
Time Accuracy (Food 15min, drink 5min)

7. Farewell & Clearing

“Thank you for coming”
Pre Busing & Clearing Table

Total Impression
Staff grooming (1-6)
Overall service quality (1-6)
(Friendliness, awareness, staff’s knowledge)

COMMENT

Total Score (Out Of 58)

Acknowledged by Tested By

Manager On Duty Training Facilitator/Instructor