C1: I would like to have the no.5 meal
BK: And your drink would be coke ?
C1: No, Can I change to Ice Milo and also I change my fries to Onion Rings
BK: Sir/Madame, you would have to top-up 40 cents for Milo and 30 cents for the Onion Rings. Would that be fine with you ?
C1: Yeah sure.
BK: Would you like to upsize your meal and change your drink to large or king size drink ?
C1: No, thanks
1. Ask the customer for what he/she wants
2. If he/she names the burger, ask him/her if he/she wants the burger(ala carte) or the meal
2.1 If only the burger
2.1.1 Ask if take-away or eat-in and
2.1.2 Ask if he/she wants chilli or ketchup.
2.2 If the meal move to step 3
3. DO NOT presume the drink the customer wants: Clarify if the customer wants coke or wants to change the drink to anything else.
3.1 If he/she wants to change the drink: any additional top-up charges MUST be stated at that point. DO NOT presume the customer knows even if asks No.5 with ice milo and onion rings (Example above)
3.2 If he/she changes the fries to onion rings: remind the top-up charge (No need to state the exact amount unless specifically asked so by the customer
4. Ask if he/she wants to upsize the meal
4.1 Note: DO NOT upsize without asking the customer
4.2 Note: DO NOT say “Upsize your meal ?”
4.3 Note: CORRECt Procedure: “Sir/madame, would you like to go large with large drink or king size drink ?”
Simple: ASK – For Communication is the KEY to GREAT CUSTOMER SERVICE.