Cashier Fundamentals and Customer Service

Quick Reference

Supplies

Make sure you have all your supplies available to prevent a customer from having to wait

Printer Tape (Extra Roll)
Stapler with plenty of staples
Tape Dispenser with plenty of tape
Pen
Sharpie Marker
Ultraviolet Counterfeit Detector

Work Safe

Wash hands before starting work
Once you have handled money, do not handle any food items without first washing your hands
Do not make any bare hand contact with the inside of the fry carton or fries
Do not allow the handle of ice scoop to come in contact with ice
For safety, always wear slip-resistant shoes
Only one plain band ring is allowed to be worn on hands or arms during working hours
Take safety seriously It requires your attention and concern. Never ignore a safety hazard Fix it or report it Safety is everyone’s job.

Cash Security

Never work out of a cash drawer until you have counted and verified the cash
Use a Till Verification Slip to verify the amount of cash in the drawer assigned to you
When a customer presents a bill that is $50 or higher, you must let your manager know
Wait for your manager to check the bill with the Ultraviolet Counterfeit Detector
At the end of your shift, remain present with the manager during the audit of your cash drawer

Checks

We do not accept personal checks, traveler’s checks, payroll checks, or any other type of check
Checks from approved businesses, churches, schools, etc. will only be accepted with prior approval from the corporate office

Debit and Credit Cards

Customers may use a MasterCard, Visa, American Express, or Discover card to pay for their order
After totaling the order, swipe the card with the magnetic strip facing to the right (away from you). Then press “Credit”.
If the card is not approved, the register screen will show “Not Approved” or “Declined” Swipe the card again. If the card is still not approved, politely say to the customer, “I am sorry, but there is something wrong with this card Do you have another form of payment?”
If any card other than the ones we accept is swiped, an error message will show on the screen saying, “Unknown Card Type” Let the customer know, and politely ask if they have another form of payment
When approved, ensure you give the customer a printed receipt with their card
If a customer uses a credit/debit card, and the transaction is $2000 or more, 2 receipts will automatically print The first receipt must be signed by the customer and placed underneath the cash drawer

Discounts

Have customer sign the discounted ticket Place the ticket under the cash till or on your spindle. Press the RECEIPT button for a copy of the receipt to give to the customer.
Only managers are permitted to enter discounts of more than 10%. This includes employee meal discounts and large group discounts.

Gift Cards

The minimum amount a customer can put on a gift card is $10.00
If more than 10 cards are purchased by one person at one time the cashier MUST call for a manager, to come verify the identity of the customer with a state issued ID
When a guest purchases OR reloads a gift card, this MUST be done as a separate transaction. Do not sell or reload a gift card as part of a food order.

If a customer would like to purchase a new gift card:

(The cashier selling the gift card must be logged on to the register)

Select the Eat In/Take out Button
Select the Request Button in the bottom left corner of the screen
Enter the amount the customer would like to place on the gift card. Do not use decimals (Ex: $10.00 = 1000)
Swipe the gift card
Verify the amount on the register and verify with the customer this is the correct amount
Select the Sale Gift Card Button (This button should only be used if the customer is purchasing a new gift card)
Tender the order If the customer hands you cash tender the order as usual. If the customer hands you a credit/debit card swipe the card then select the Credit Card Button to tender the order.
Hand the customer their receipt. Gift Card detail will be printed at the bottom.

If a customer would like to reload (add funds) to a gift card:

(The cashier reloading the gift card must be logged on to the register)

Select the Eat In/Take out Button
Select the Request Button in the bottom left corner of the screen
Enter the amount the customer would like to place on the gift card. Do not use decimals (Ex: $10.00 = 1000)
Swipe the gift card
Verify the amount on the register and verify with the customer this is the correct amount
Select the Recharge Gift Card Button (This button should only be used if the customer is adding funds to a gift card)
Tender the order. If the customer hands you cash tender the order as usual. If the customer hands you a credit/debit card swipe the card then select the Credit Card Button to tender the order.
Hand the customer their receipt Gift Card detail will be printed at the bottom

If a customer would like to pay using a gift card:

(The cashier taking the payment must be logged on to the register)

Ring in the customer’s order
Press total to get the amount of the transaction
Swipe the gift card
Verify the amount on the register and verify with the customer this is the correct amount
Select the Gift Card Button
Inform the guest of the remaining balance on their card as you hand them their receipt (Gift Card balance will appear at the bottom of the receipt)

If a customer would like to check the remaining balance on their gift card:

(The cashier checking the balance of the gift card must be logged on to the register)

Select the Request Button in the bottom left corner of the screen
Swipe the Gift Card
Select the Gift Card Balance Button
Hand the customer the printed Gift Card detail

To void an order purchased with a gift card: (Management Function)

(The cashier who took the payment must be logged on to the register)

Select the New Order Button
Select the Request Button in the bottom left corner of the screen
Select the Void/Overring Button
Swipe the manager’s Card
Enter the requested information and selected the Enter Button
If everything was entered correctly, the register will read granted
Swipe/Key in the gift card
Select the Request Button in the bottom left corner of the screen
Select the Void/Overring Button
Enter the reason for the void and select the Enter Button
Print a second copy of the receipt for the customer

To void the purchase of a gift card: (Management Function)

(You should only zero out a gift card if the wrong amount was put on the card when issuing funds to the gift card or if they customer cannot complete the transaction. The cashier who took the order must be logged on to the register).

Select the Request Button in the bottom left corner of the screen
Swipe the gift card
Select the Void Gift Card/Zero Out Button
This will zero out the gift card and print a receipt verifying the zero balance
You can then follow the instructions for recharging the gift card if needed

If a customer would like to use a gift card for a partial amount of the total: (Management Function)

(The cashier taking the payment must be logged on to the register)

Ring in the customer’s order
Select the Total Button to get the amount of the transaction
Enter the amount the customer would like to pay for using the gift card. Do not use decimals (ex: $10.00 = 1000)
Swipe the gift card
Select the Gift Card Button
It will then show the remaining total
Tender the order If the customer hands you cash tender the order as usual. If the customer hands you a credit/debit card swipe the card then select the Credit Card Button to tender the order.
Hand the customer their receipt Gift Card detail will be printed at the bottom

Coupons

We only accept “Jack’s” coupons. We do not accept competitor’s coupons.
If a customer presents an expired coupon, inform the customer that the coupon has expired and even though we can no longer discount the item to the coupon amount, we CAN take 50¢ off their order Use the REDEEM EXPIRED COUPON button
If the coupon has a code, first enter the order on the register screen. Then press the “Promos” button. Using the keypad, enter the code on the coupon, and then the coupon lookup button
If there is not a coupon code, first enter the order. Then press the “Promos” button and the corresponding offer located on the screen.

Making Change

The register screen will typically show you the amount of change due if a customer is paying with cash
If it is necessary to determine the amount of change needed manually, use the following as an example of the steps you would follow:
A customer gives you $20.00 for an order totaling $3.27
- Lay bill on top of cash drawer in view of customer
- Count $.73 in change to equal $4.00. Start with the smallest coin (ie penny)
- $1.00 will equal $5.00
- $5.00 will equal $10.00
- $10.00 will equal $20.00
- The customer’s change will equal $16.73 (One $10 dollar bill, one $5 dollar bill, one $1.00 bill, two quarters, two dimes, & three pennies
- Count the change back to the customer (ie Change makes four, one makes five, five makes ten and ten equals twenty dollars)
Once the customer has accepted the change, place the bill in the correct slot, or under the cash drawer

High Speed Service

Always strive to receive an “A” or a “B” in service times
These are the steps YOU control:
- 1 Greeting the customer
- 2 Taking the order
- 3 Confirming the order
- 4 Making change
Completing these tasks as quickly as possible, without making a customer feel rushed will ensure you have always done your part to achieve the “A” or “B” service time goal
CTG #3 will provide you with more information on the above

Entering An Order

On frontline registers, you must first determine if the customer will be eating in or taking out. Press the appropriate button on the register screen before entering the order
Shown are some of the buttons available on the register screen for entering a customer’s order:

Following are a couple of examples of how to ring up an order

A CUSTOMER ORDERS A SAUSAGE BISCUIT:

If it is a frontline customer, you must first determine if the order will be “Eat In” or “Take Out”

Press the appropriate button on the screen
Next, press the “Breakfast” button on the screen
Next, press the “sausage biscuit” button
Total the order

If it is a frontline customer, enter the customer’s name and then press “Enter”

(EXAMPLE): A CUSTOMER ORDERS A BIG JACK COMBO WITH A COKE TO DRINK

If it is a frontline customer, you must first determine if the order will be “Eat In” or “Take Out”

Press the appropriate button on the screen
Next, press the “Sandwich & Combos” button on the screen
Then press, “COMBO 1 Big Jack”
Select the drink flavor
Total the order

If it is a frontline customer, a screen will automatically come up so you can ask the customer, “May I have your name so I can let you know when your order is ready?”

Use the keypad to enter their name, and then press “Enter”
Tell the customer the amount of the order
If it is a frontline customer, call out the order to the backline
If a customer requests an item be prepared “Special”, call out “Special” followed by how many, the product, and how the customer wants it prepared
Remember to use Chef Jack’s terminology, and use as few words as possible when calling out an order (See Chef Jack’s Terminology)
If an expeditor is being used, they will fill the order
Place the receipt on a serving tray
If it is a frontline take-out order, remove the tray liner from the serving tray
Assemble sandwich or plate first, then fries
If the order is take-out, place the cup(s) on the serving tray right side up so the lip of the cup does not come in contact with the tray
If needed, ask the customer if they would like a cup holder
Place clamshell containers in a large plastic bag for take-out orders

Breakfast Item Ordered	Called Out as:	Lunch/Dinner Item Ordered	Called Out as:
Bacon Biscuit	Bacon	Hamburger	Regular
Butter Biscuit	Butter	Cheeseburger	Cheese
Chicken Biscuit	Chicken	Double Cheeseburger	Double Cheese
Jelly Biscuit	Butter	Big Jack	Big Jack
Sausage Biscuit	Sausage	Big Bacon	Big Bacon
Steak Biscuit	Steak	Bigger Jack	Bigger Jack
Pork Chop Biscuit	Pork Chop	Chicken Sandwich	Chicken Fillet
Add Cheese	Add Cheese	Grilled Chicken Sandwich	Grilled Chicken
Add Egg	Add Egg	Fish Sandwich	Fish
Single Gravy	Single	Kid’s Meal with Hamburger	Kid’s Regular 1 Fry
Double Gravy	Double	Kid’s Meal with Cheeseburger	Kid’s Cheese 1 Fry
Pancakes	Pancakes	Kid’s Meal with Chicken fingers	2 Fingers 1 Fry
Breakfast Special	Breakfast Special with (meat choice)	Combos	Sandwich & Fry (size)
Deluxe Breakfast	Deluxe with (meat choice)	Regular French Fries	Fry
Side Order Gravy	Side Gravy	Large French Fries	Large Fry
Side Order Ham	Side Ham
Side Order Bacon	Side Bacon
Side Order Sausage	Side Sausage
Side Order Steak	Side Steak
Side Order Egg	Side Egg
Regular Hashbrown	Hashbrown
Large Hashbrown	Large Hashbrown

Three Tray System

Ensure serving trays are cleaned and sanitized
Place a tray liner on a serving tray with the liner facing the customer
If the order is “Take Out”, remove the tray liner and place the receipt on the serving tray. Place any cups on the tray right side up.
If the order is “Eat In”, place the receipt on the serving tray, and any cups on the tray liners upside down

Position 1

If there are currently no customers, or if there is one customer, there will always be one serving tray next to the register (Position 1)
When a customer comes in, ask them if their order will be “Eating In” or “Taking Out”
If the order is “take out”, remove the tray liner
Always place the receipt on the serving tray

Position 2

If there is a second frontline customer, move the first customer’s tray to position 2 (See picture)
The second customer’s tray will be in position one
Ask the second customer if their order will be “Eating In” or “Taking Out”
If the order is “take out”, remove the tray liner
Always place the receipt on the serving tray

Position 3

Three or more frontline customers
Never take more than three customer’s orders at one time
If there are three or more frontline customers, move the first customer’s tray to position three, and move the second customer’s tray to position two
The third customer’s tray will be in position one
Ask the third customer if their order will be “Eating In” or “Taking Out”
If the order is “take out”, remove the tray liner
Always place the receipt on the serving tray

Four Keys to a Happy, Satisfied Customer

Key #1

Making them feel welcome

Greet the customer as you would a friend Never follow a “script”. Be yourself Make sure they feel welcome
Call the customer by name if you know it.
Always determine if the order will be “Eat In” or “Take Out”. We never want to say, “Here or to go?” This sounds very unfriendly and robotic.
Be friendly. Be sincere. Treat customers like a guest in your home. Be yourself, not robotic. Just an example, (“Good Morning, Mr Jones! It is good to see you Will you be eating in our dining room today?”) Remember to be yourself.

Key #2

Determining their needs

If suggestive selling, do not be pushy If we are suggestive selling something we are promoting, just let the customer know. Example, (“Would you like to try our triple chocolate shake?”)
Never interrupt a customer while they are placing their order. This will be perceived as rude.
If upselling, never be pushy. Never upsell more than one item, and only at certain times as you may be directed by your manager. (Example: A customer orders a Big Jack Combo You may ask the customer if they would like to make the combo “large”)
After a customer completes their order, always ask, “Can I get you anything else?”. This sounds much better than saying, “Is that all?”
Confirm the order. Always repeat the order back to the customer. This will ensure the order is entered correctly, and will eliminate a lot of incorrect orders going out to our customers.
Give the customer the total. Always give the total in dollars and cents at drive-thru Example: “That will be four dollars and 23 cents”. This will be easier for customers to understand and enable them to have their payment ready when they arrive at the window.

Key #3

Taking care of their needs

Frontline customer’s orders must be called out correctly to the backline
Do not use a lot of “wasted” words This may confuse the backline. Use as few words as possible (See Chef Jack’s Terminology Table in CTG #2).
Never interrupt a customer when they are placing their order. Wait until they are finished before calling the order out to the backline.
If the customer is using a debit or credit card, and the card will not read or is declined, make sure you do not embarrass the customer or upset them by what you say..... Apologize, and politely ask for another form of payment.
If a customer is using cash, always lay the bill in view of the customer until change is accepted
When assembling an order on frontline without an expeditor, always place the cup on the tray first Any fries ordered are placed on the tray last to ensure they stay hot
When assembling a drive-thru order give them their drink first
Always make sure the drink has a marked lid and to give the customer a straw
When assembling a drive-thru or take out order, the bag should always have the sandwich on bottom and fries on the top
Place napkins, condiments, and sauces in the bag as well and let the customer know they are in the bag
When assembling a frontline or drive-thru order, always visually confirm the order to make sure it is correct before presenting to the customer
Verbally confirm the when presenting to the customer (Example: Here’s one Big Jack no mayonnaise, one fry, and one apple pie)

Key #4

Making sure they come back

Make sure the customer is satisfied
Always say “Thank You”, and ask the customer to come back Use your own words
Your smiling face and your friendly service will make the customer want to come back
Remember: “Smiling Faces & Friendly Service” is not a phrase It is who we are!

Drive-Thru

Prior to the next customer in line arriving at the window, press the “Oldest Unpaid (recall)” button on the recall register to obtain the amount of the order
Tape receipt to the last bag of the order (Tape to the cup if only item)

Secondary Responsibilities Drive-Thru

Keep drive thru windows clean
Keep drive thru area clean and organized
Keep cups, lids, straws, condiments, etc. stocked
Expedite for frontline if no customers at drive thru
Complete 5 minute jobs

Secondary Responsibilities Frontline

Expedite for other frontline cashiers if no customers
Expediter for drive thru cashier if no customers
Assist in keeping lobby, dining room, restrooms, and counter area clean and stocked.
Refill ice bins
Keep cups, lids, straws, condiments, etc. stocked
Complete 5 minute jobs