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McDonald's: Proper Drive-Thru Procedures

            
            
             Order taker response time: 10 seconds or less.
             The time from when the car wheels stop at the order taking point until the time the customer is greeted. Total Cashier Time 15 seconds or less. The time from when the car wheels stop at the cashier window to the time the change is given and the customer is directed to the present window. Here are the procedures when order taking to provide the best service:.
             ORDER TAKER .
             1. Greet the customer .
             - greet the customer as soon as the vehicle stops at the COD. .
             - all greetings should be short, sharp and delivered in an enthusiastic and friendly tone of voice. .
             - greetings should always include two-parts. Examples include: "Hi, what can I get for you today?‟ and "Hello, may I take .
             your order?‟ .
             2. Take the order .
             - Allow the customer to give their order. Listen carefully; do not interrupt the customer while they are speaking. .
             - If you need to clarify an order, ask questions which require a yes/no answer. For example "Will that be Coke with your meal?" .
             or "Will that be a large McValue meal?" .
             - Ask the customer if they require any condiments. Ask questions which require a yes/no answer. For example, "Is that sweet &.
             sour sauce with your nuggets" or "How many sugars for your coffee?", and enter into the register. .
             - Ensure that all grill orders are entered into the register. .
             - Attempt to add value to orders by up-selling and/or suggestive selling eg. "Will that be a large McValue Meal?" or "Would you.
             like to add an apple pie?" .
             - State the order total and ask the customer to proceed to the cashier window. .
             Total experience time 210 seconds or less.
             The time from when a customer joins the Drive Thru queue to the time the completed order is presented to the customer. Friendly smiles, eye contact, friendly two-part greetings and farewells. Give the customer your full attention.


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