test 2

Barista Basics

Putting a little Whipped Cream on the top of a lid of a drink that has whipped cream on top is good or bad?

good

A customer walks up to the counter during an interesting conversation between you and a fellow barista. You continue to talk to your coworker and then later turn to the customer and say “What would you like today?” good or bad?

bad, divert your attention to them immediately

There is a line to the door and you have already asked for the order from the first four people in line. The fifth person in line is looking the other direction and you holler as loud as you can to get their attention. good or bad?

bad

You are steaming milk for a latte and/or cappuccino and after surfing, you leave the milk pitcher on the espresso machine tray while it finishes steaming. good or bad?

bad, never leave it unattended

A customer is hanging out in the lobby of a sit-down location and requests a free refill of Mosaic Drip Brew, and you give him his first refill for free. good or bad?

good, customers only get ONE refill of drip coffee and brewed teas

Customer's can receive their free refill in the DRIVE THRU. True or false?

false, refills cannot be received in the drive thru.

Which drinks are eligible for ONE free refill?

drip coffee, brewed teas

How many pitchers of milk do you need when making a dry cappuccino?

1-2 pitchers

Can you make 2 -16oz smoothies/frappes in 1 blender if busy?

yes

Can you make 2 - 24oz smoothies/frappes in one blender if busy?

no, never

Do you charge for extra shots in any size Frappajoe?

yes

Can you steam 2 -12oz lattes in one pitcher if busy?

no, due to the milk texture

Can you steam 2 -12oz mochas in one pitcher if busy?

yes

What is the first resource you should check if an important machine is faulty?

the troubleshoot guide

The proper procedure for washing our hands: You should always wash your hands for [A] seconds with [B] water and soap, causing friction between your hands, always dry when finished.

A: 30 seconds

B: warm water

When using gloves, do you need to wash your hands first?

yes

What style of shoes are acceptable?

closed toed

True or false: Hair should be pulled back if it’s longer than shoulders.

true

What temperature range should the fridges be set to?

33-38 degrees Fahrenheit

Can you eat while on shift?

yes, as long as it is out of customers sight

True or False: The handle of the ice scooper can touch the ice.

false

When should the ice bin be closed?

always

correct order for 3 sink dishwashing process:

sink 1:

sink 2:

sink 3:

1: must have hot, soapy water, with a clean scrub brush for washing.

2: must be for rinsing

3: must have sanitizer or bleach

What temperature does the bleach/sanitizer water have to be?

75 degrees Fahrenheit

How often must floors be cleaned?

daily, after every shift

What does “First In, First Out” (FIFO) mean when it comes to handling food items?

Use the oldest food items first to reduce waste and ensure proper rotation.

What is the difference between an expiration date and a best by date?

Expiration date means the food is spoiled after a certain date, best by means it is past it’s peak flavor but still consumable.

If a blueberry muffin has expired, where should you record it?

Mark it under “expired food” in the waste tracker on the POS.

When ringing out a customer what do you put under the “Tab Name”?

Their first name

What do you do if someone asks for a 20oz drink?

Ask them if they would like 2 shots (16oz) or 4 shots (24oz) and charge accordingly

When you need quarters, you just run to the back and grab a $10 worth of quarters from petty cash and put it into your drawer.

bad

When ringing up a gift card, how do you know whether to use the “Add Value” or “Sell Card” button?

Use “Sell Card” for a brand new gift card that has never been used, and “Add Value” for an already activated gift card.

How can you check the remaining balance on a gift card?

Use the “Balance Inquiry” button.

True or False: When not using the register, you should back out of the POS by selecting "Switch User"

true

Which of the following actions can help prevent the need for voids on the POS system?

1. Double-check that the correct payment method is selected before finalizing.

2. Repeat the order back to the customer after they finish ordering.

3. Adjust the payment if needed instead of voiding the entire order.

4. Ensure the transaction is fully paid before moving on to the next customer.

For which drinks do you NOT charge for whipped cream?

1. not so hot chocolates

2. all blended drinks

How do you charge for boba?

per scoop

When handling a mobile order, what should you do on the POS once the customer's order is complete and ready for pickup?

Select the “Order Ready” button so the customer is notified their order is complete.

If a customer places a mobile order and adds a syrup that isn’t already included in their drink, how many pumps should you add?

The exact number of pumps the customer requested and were charged for.

What are the three tiers of the Joes Rewards system?

1. brew buddies

2. legendary

3. java junkies

What is the difference between the three tiers?

They earn points at different rates

True or false: Customers must upload to their digital gift card $30 to earn a free drink.

false

True or false: Scan and pay purchases can be tied to a customer's personal credit card, and they are not required to upload to a digital gift card to earn points.

true

True or false: Customers with verified accounts are able to use their phone numbers to look up and use points and offers. They cannot use their phone numbers to pay.

true

If a customer is having issues with their account, what’s the best way to handle it?

Have them scan the Transaction Error Form QR code and complete the form.

true or false: "People First" means that in every interaction, we should focus on making meaningful, long-term connections rather than just completing a transaction.

true

What is the core value of "Quality & Speed Always" focused on?

Delivering products of the highest quality while maintaining efficiency in service

Quality Service: Which of the following actions best demonstrates the "Hear" element of Quality Service in customer interactions?

Actively listening to a customer’s order and clarifying any specifics

Quality Service: Which of the following is a key element of delivering excellent "Quality Service" in our customer interactions?

Actively listening, showing empathy, and offering personalized solutionsed over understanding customer needs

Quality Speed: How does the concept of "Quality Speed" apply to customer service?

Efficient service while maintaining product quality and ensuring a positive customer experience

true or false: Quality Speed: "Quality Speed" means balancing quick drink preparation with a solid understanding of each station and clear communication with teammates to ensure we respect the customer’s time.

true

Quality Product: It’s acceptable to sometimes adjust or skip certain steps in the recipe to improve speed, as long as the customer is satisfied with the final product.

false

true or false: Quality Product: Consistency in both product quality and presentation is essential maintaining the high-quality service that Durango Joe’s Coffee is known for.

true

true or false: By following the process of the L.A.T.T.E method you are not only resolving the customer's complaint but also improving the likelihood of future loyalty.

true

Why is it important to "Thank" the customer after they share their grievance?

To demonstrate appreciation for their feedback, even if the situation is negative