Exam (elaborations)
BIGGBY COFFEE QUESTIONS AND ANSWERS
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BIGGBY COFFEE QUESTIONS AND ANSWERS
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BIGGBY COFFEE QUESTIONS AND ANSWERSPERC is not a ___ ___. It is a ___ practiced every ___ of every day. - Answers-single
act; habit; moment
P in PERC - Answers-Perception by customers that we respect their time and move
them as quickly as possible.
E in PERC - Answers-Every customer leaves the store in a better mood than when the
customer arrived.
R in PERC - Answers-Recognize each customer as an individual.
C in PERC - Answers-Consistently produce a high quality beverage.
PERC generally means... - Answers--the energetic, professional, and treat every order
as if it were race do...everything with a sense of urgency
-make eye contact, smile and be aggressively friendly...don't wait for the customer to
talk to you
-treat each customer as if he is your only concern...learn their names, drinks, and
stories
-never sacrifice the quality of product for Speed of service...follow the drink making
procedures, recipes and always use measurements
PERC — Cashier - Answers-P: always be present at the pop to greet customers
immediately
E: with eye contact a smile and enthusiastic welcome
R: learn names and drinks and make informed upsells
C: ring up drinks on the cash register correctly
PERC — Shotpuller - Answers-P: keep the coffee air pots full—customers should not
find empties
E: run laps every 15 minutes or more often if necessary customers will feel more
comfortable in a clean environment
R: acknowledge customers as they wait in line and encourage them in quick
conversations while you clean the lobby
C: use only fresh espresso shots
PERC — Milksteamer - Answers-P: actively engage each customer in conversation—
E:it takes their mind off the wait and their worries
R: and demonstrate what we are interested in getting to know them making them feel
special
, C: make sure the drink is perfectly presentable before serving with no spills perfect
whipped cream ect.
Essence of PERC - Answers-Making people happy
Mission Statement - Answers-Create one new Biggby fanatic per day per store who
actively promote us to others
Dress Code: Hair - Answers--must be restrained if below shoulders
-beards mustaches and goatees must be short and trimmed
-sideburns must not extend past your lobes
-hair must be natural colors
Dress Code: Jewlery/Makeup - Answers--a watch,wedding band, and stud earrings are
the only jewellery permitted
-a clear retainer may be worn to keep piercing open
-no false fingernails or nail polish
-natural makeup
-no obnoxious tattoos
Dress Code: Uniform - Answers--t-shirts maybe untucked dress shirts must be tucked
-long sleeve solid color shirts may be worn under t-shirt
-well-fitting jean, black, khaki, capris or Bermuda shorts
-black or brown slip resistant shoes
-black or brown belt
-black socks
-any Biggby outerwear or headwear is allowed
-Black apron
FIFO - Answers-First in first out
Things opened first will be used first
New things get placed behind older things
Cold foods - Answers-34 to 40 degrees
Danger zone - Answers-40 to 135 degrees
Hot foods - Answers-135 to 165 degrees
Potentially dangerous foods - Answers-Milk, cream cheese, meat, whipped cream, soy
milk, harvati
Food safety - Answers--do not prepare or store food near physical hazards including
dirt, hair, broken glass, Nails, Staples, or bits of packing materials
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