5 Star Team Member is a team member who fulfills the...

Team Member's Name:

Store#:

Menu, Policies and Mission KnowledgeCUSTOMER SERVICE: Order taking, speed, and friendlinessPizza Making: Make-line quality and speed (sauce, cheese and top) in under 50 secondsOven Tending: Speed during the rush and quality controlMaking a Large Pepperoni pizza under 60 seconds (the 5th star!)

Day 1 What is a 5 star store (go through the OER and the BIG 5)……. How you can impact the score of the OERMemorize the menu: All pizzas (sizes, crusts, recipes of specialties) + Sides (sizes and how to describe them)Know our GOALS and MISSIONKnow our policies that we ask you to follow

Day 2 Revisit our MISSION: Making GREAT PIZZAS Fast and out the door fast (drive safely). How customer service plays into this.Customer Service Know how to navigate the entire order taking system (all screens and where to find all menu items)Average 7 seconds Speed in taking an order (on specific items)or less on POS test The perfect order taking process: Friendly, knowledgeable and accurate (and fast!). Role play actual orders until 100% on audit

How to handle a customer concern like a PRO! (Friendly and Fast)…

Day 3 Revisit our MISSION: Making GREAT PIZZAS Fast and out the door fast (drive safely). How pizza making is a key step in this.Pizza Making Go through the pizza grading tool and know the 5 keys of a GREAT PIZZA and how to evaluate.

(makeline) Master saucing50 seconds on Master Cheesing to portion weightsauce thru top Master topping FAST, out to the edge and portioned to specifications

Put it all together…….. Sauce, cheese and top a GREAT pizza in less than 50 secondsKnow how to "slide" when on the make line with others and know not to "leap frog" over people on the make line. Keep it smoothClean the bins throughout the rush!!!

Day 4 Revisit our MISSION: Making GREAT PIZZAS Fast and out the door fast (drive safely). How oven tending plays into this.Oven Tending Time them on the make line again (under 50 seconds sauce, cheese and top)

Work 1 rush on Oven tending basics- what sauces go with each product…… dipping cups and proper cutting and packaging of all side itemsovens How to actually TEND the oven for quality control (bubbles, miss-made pizzas, or calling remakes)

Successfully tend the oven during the rush mistake free……. Accurate packaging and keeping heat rack organizedRouting basics and helping bag and tag the order to save seconds and minutes for our drivers

Day 5 The "FIFTH" star….. Stretching dough fast and GREAT!Edge Stretching Watch the Edge stretching video on HPU!!!Large pep < 60sec Learn the technique for great pizza making (stretching the dough)

Make a GREAT Large Pepperoni pizza from start to finish in under 60 seconds

5 Star Team Member is a team member who fulfills the following 5 key areas:

*** 10 CENTS RAISE is AWARDED AFTER EACH STAR IS COMPLETE with "MEETS EXPECTATIONS" on the attached evaluation PLUS CERTIFIED by ERIC MARLOW and recommended by GM

STORE #: List how you can impact each goal:

Weekly Sales Goal ("AWUS") Tactics:

Last year's AWUS

Food % Goal Tactics:

Labor % Goal

Food & Labor % Goal:

Load Time Goal: Tactics:

Wait Time Goal (on the rack before delivery)

Out The Door Time Goal:

What was your average ticket from 4 weeks ago through 2 weeks ago?

Did your average ticket grow over the past 2 weeks versus your trend?

Are you selling more bread sides than the internet?

What must we all say when someone Enters our store?

THREE steps in handling a customer concern:

Three steps at the door (or carry-out customer)

SALES GOALS

PROFITABILITY

5 STAR OPERATIONS

STAR #1KNOWLEDGE

* GOALS* OER

* POLICIES

1. Get a menu from the store and review. Memorize ALL of the following items:* Sizes and crust types of pizzas* Specialty Pizzas/Legends/Feasts Pizzas* Specialty Chicken* Chicken (flavors and sizes)* Bread sides* Sandwiches* Pastas* Desserts* Salads** THERE WILL BE A TEST ON THE MENU!2. Review the following attendnance policySpecialty Chicken:

3. Review our employee meal policy with your General Manager:

4. Review our break and no smoking policy:

5. Review our professional conduct policy with your General Manager:

Signature

SIGN that you have reviewed the attendance policy and agree to this policy:

SIGN that you have reviewed the employee meal policy and agree to this policy:

Signature

SIGN that you have reviewed the employee meal policy and agree to this policy:

Signature

* In full uniform (clean and in good repair) AND meet grooming standards BEFORE you clock in. * Unexcused absences or tardiness will result in acEon…… depending on the severity-‐ verbal, then wriKen and then acEon (suspension or terminaEon). If you are sick or transportaEon issue, you must find someone to cover your shiM. The MANAGER is NOT responsible for finding coverage… * TransportaEon issues : Mechanics note and we sEll may ask for you to help on the inside. Car issues is not a valid reason not to help our store. * When it SNOWS or RAINS……. Please show up early! Even an hour before your shiM. You will make more money and your store will appreciate it * Please show up with a full tank of gas (drivers) and ALL employees eat before your arrive.

* We offer 50% off pizzas and bread sides. We also discount our beverages for all employees. CARRY OUT only. * Only valid during a break. Not valid for friends or family * You must ring up your item BEFORE it is made or consumed!!! Or it will be considered theM. * NEVER eat (or break) between 10am – 1pm and 4:30pm – 8pm. * Please eat BEFORE you come to work (and a full tank of gas!) * All food/drinks must have a label and paid or it is theM

* Breaks must be approved and never between lunch and dinner rush * Smoking on deliveries (or in uniform) will result in suspension or terminaEon

Signature

SIGN that you have reviewed the professional conduct policy with your GM:

• Treat co-‐workers, customers, suppliers and visitors with courtesy and respect. • Do not use or be under the influence of alcohol, illegal or controlled substances while at work, in Domino’s Gear or on company property. • Work cooperaEvely with others and resolve conflicts in a professional manner. Verbal or physical altercaEons, inEmidaEng behavior, threats of violence or any other sort of unprofessional conduct is strictly prohibited. • Refrain from the use of foul or abusive language, or profanity of any sort. • Do not send, receive or post informaEon that could be considered defamatory or disparaging to the company. • Handle difficult customer situaEons professionally, without argument or disagreement. • Refrain from making false, fraudulent or malicious statements about the company, team members, customers, suppliers or visitors. • This does not prohibit team members from discussing publicly known informaEon about their jobs with other team members.

Uniform apron worn by pizza makers, not Dirty, Torn, FadedUniform pants clean and NOT: Dirty , Torn, Faded, Wrinkled

Here are the 5 attributes of a great pizza (have GM make a pizza and use the pizza grading tool

2. Dough properly managed: Watch the D-Live Dough proofing video.

3. Review dating procedures and how they can help make sure we are in standard

Review stages: Under proofed Over proofed Blown ExpiredWhy we don’t use dough on DAY 1

Review the following key areas of the OER and what an OER is and why it is important. After review, go through each section while inspecting your own store demonstrating what is needed to be in compliance

4. Team Members in Proper Uniform Attire

Uniform jacket DOMINO'S ONLY and NOT: Dirty, Torn, Faded, WrinkledUndershirt must be tucked in and have no visible markingsPants/Capris/Shorts/Skirts not worn at the natural waistline

Grooming Standards Maintained

Rim Size Portion Placement Bake

Uniform shirt must be tucked in and NOT: Dirty,Torn, Faded,Wrinkled Uniform hat clean. Not Dirty ,Torn ,Faded, Unapproved

Review dating proceduresShow how to determine the expiration date for all products

Shelf life of PREPPED BREADS and PANS

THE BIG FIVE (OER: Operations Evaluation Review)1. GREAT PRODUCT: GREAT / Remake (20 points)

Team Members: clean-shaven & Facial hair does not exceed 1/2"Fingernails: Clean and no Longer than 1/4" Team member was wearing unapproved earrings. (2 max per ear)Team member wearing NOT wearing Ear gauges, Tongue ring, Body piercingHair clean and NOT: Unkempt, Dyed, Needs to be restrainedTeam Member NOT smokingTeam member had an offensive tattoo

Review other questions from the OER that the crew must know and follow:

Customer greeted within 9 seconds with "WELCOME to DOMINO'S"

** Carry correct change for a dollar

WOW Step 1 - ApologizeWOW Step 2 - Give them what they wantWOW Step 3 - Give them something extra

3 Steps in handling a customer concern:

Following are clean and organized: Mop sink, Dish sink, Storage racks, Coke Cooler, Prep table, trash cans,

** Safety belts in use and driving safely

Drivers:

Ceiling Tiles and Grid: Dirty Damaged Stained Rusty?Ceiling Vents: Dirty Damaged Rusty?

Pans / Pizza Screens were dirty?Sandwich mats: Dirty Damaged Frayed?Storage container was not clean?Restroom: Dirty In poor repair?

5. Store Interior Clean and in Good Repair

** When we should do a customer call back?

Outside Entry Area Clean: Free of debris, trash…..

** Drivers making drops and carrying less than $20

Walls: Dirty Damaged?Floors and Baseboards: Dirty Damaged?

They know the 3 steps at the door: SMILE + EYE CONTACT + & say THANK YOU

Lights: Burnt out Dirty Cracked Missing Bugs?

Star #2Customer Service

* Order Taking FAST & Friendly* Total Satisfaction Guarnatee

* Customer Concern Policy

WHAT YOU WILL LEARN AND MASTER:1. The customer is the priority in the store. When they call or walk into the store* 2 or less rings on the phone…… we must answer it!* When is it appropriate to put them on hold and HOW* Smile and make eye contact with a customer when they walk into our store and say "Welcome to Domino's* When they call….. SMILE when you talk to them- they can "hear" your smile!

2. FOUR BASICS of GREAT CUSTOMER SERVICE! (yes…. This will be on the final)

3. List the types of Specialty Chicken recipes we sell:Specialty Chicken:

3. Successful order taking:* FRIENDLY GREETING!* Knowledgeable of our menu and pizza crusts- give customer the options* Proper upsell techniques* Confirming the order* SPEED when taking an order on the Pulse system (knowing how to navigate the order taking system with ease)

4. Know our total satisfaction guarantee and 3 steps in handling a customer concern:We will replace a customer's product/order OR REFUND their money in full if they are not satisfied with their order!

5. How to handle a customer concern to win back the customer:Step 1: APOLOGIZE IMMEDIATELY! Step 2: Give them what they wantStep 3: Give them something extra** NEVER defend the company- just listen to the customer and follow the above

CUSTOMER SERVICE

#1. First impressions: * What a customer sees when they walk into our store * The Driver at the door may be the only face of Domino’s they will ever see-‐ * Clean uniform and complete * Grooming standards followed (professional) * Smile and Eye Contact #2. Courtesy counts * Manners count * “Please” and “Thank you: * Use their name, or “Sir”, “Ma’am”….. * SMILE when you talk * Proper grammar #4. Posi7ve A:tude * Customers will ALWAYS remember your AQtude! * Example of a 100% score on a mystery shopper call but we sWll “failed” * How we sound-‐ (They can hear our SMILE) #5. Find a way to say “YES” * Examples of how we can offer what we CAN do versus what we Can’t do…….. * We will find a way!!! * Try to find a way to say “YES”

Complete the following 5 Steps (and the appropriate Certification Requirements) to earn CSR Expert Certification and become Makline Certified. Work through the learning during 5 of your regularly scheduled shifts. The individual pieces are small enough to complete alongside your regular responsibilities or at the beginning or end of your shift. Make sure you supplement the modules/exercises with lots of hands-on practice. Complete Phase 1 within 2 weeks of your onboarding. Phase 2 (Expert Pizza Maker Certification), where you’ll learn how to stretch dough and do the more complicated aspects of product making, should be completed as directed by your store leadership.

(Manager must fill in the certification requirements for the store/organization)

Pass Customer Service Expert Knowledge Test

Pass Performance Skills Test conducted by Trainer

Achieve passing scores on Customer Experience Modules as indicated

Scores must be verified by trainer

Trainer Review Performance Skills Test expectations

Show how to set up sinks

Provide feedback when you see great customer interactions

Observe trainee setting up sinks

Observe 3 phone calls: listen for reassuring language and upselling

Review store’s robbery policies and procedures

Walk trainee through a product incident report

CSE-Knowledge Test:

____________

Performance Skills Evaluation Test:

____________

Shift Focus Pulse Practice: - Previous order lookup - Change existing order - Locate order in process - Special delivery

instructions

Reassuring Language: avoid uh huh, alright, okay.

Identify and use your store’s current specials and coupons

Cash Handling: - Check till at least 3x’s

during the shift

Communication: - Special instructions to

drivers - Customer waiting in

lobby

Communicate with makeline to “jump” orders when busy

Handling customer situations on your own

Take a practice test: - Review 1 version of the

CSE Knowledge Test

Pass Makeline Certification Quiz

Pass Makeline Performance Evaluation

Scores must be verified by trainer

Toppings Module

Recipe Roulette Level 1: complete 5 Build Your Own worksheets

Recipe Roulette OJT: Complete recipe study guides

Recipe Roulette Level 2: Play all categories.

Goal: 70%

Top til You Drop: Play 5x

Recipe Roulette Level 3: Goal: 70%

Top til You Drop: Goal: 80%

Recipe Roulette Level 3: Goal: 80%

Top til You Drop: Goal: 100%

Recipe Roulette Level 3: _________

Top til You Drop: _________ Grab & Weigh Score & Time:

_________

Makeline Focus

Pay attention to build order and portion groupings

Grab the right amount the first time

Speed & accuracy

Memorize portion/build - Deluxe - Extravaganzza - Pacific Veggie

Topping timings: LG Pep: 30 sec Extrav: 1min Pacific: 1 min

Focus on areas of opportunity: whatever you need to pass the Grab & Weigh challenge.

Most stores need their CSRs to stretch dough and have a real command of the entire pizza making process. When your manager says you’re ready, complete the steps to become Expert Pizza Maker Certified, found on the Domino’s Pizza Training Path. The good news is, since you’re already Makeline Certified,

CSE Performance Evaluation Guide | pub. 6/12/2014 | exp. 06/12/2015 Page 1 of 4

Directions: This performance evaluation is to be given to team members after the completion of Day 1 - 3 Learning modules to test their performance skills application of the materials. Complete the bottom section of the Customer Service Expert Certification Test Answer Form labeled “Performance Skills Evaluation.”

APPLIED TECHNICAL KNOWLEDGE

1. Cell Phone or Private Caller. 1 pt.

Team member demonstrates the store’s procedure as it relates to cell phone order and/or private caller #s.

Please refer to your store’s specific cell phone policy.

Example: take down home phone # as a reference.

2. Special bake instructions. 1 pt.

Team member shows where special bake instructions are entered in the Pulse system.

3. Special delivery instructions. 1 pt.

Team member is able to identify where special delivery instructions are entered in the Pulse system.

4. Coupon by product. 1 pt.

Team member is able to locate the tab in the Pulse screen that brings up all of the coupons sorted by product type.

5. Timed order. 1 pt.

Team member identifies where and how a timed order is entered into the Pulse system.

6. Estimated delivery times in Pulse. 1 pt.

Team member is able to identify the (2) locations in the Pulse ordering screens that provide estimated delivery times (across the top of the screen and in the finish screen when they are reading back an order.)

Team member should also be aware that these times in the Pulse are estimates only and during the rush they should rely on the manager for more accurate information.

7. Split tender payment. 1 pt.

Team member is able to enter partial payment in cash and partial payment in credit card or demonstrate how this is done.

8. Gift card payment. 1 pt.

Team member demonstrates how a gift card payment is entered in the correct location in the Pulse system.

Team member finds the balance of a gift card.

APPLIED TECHNICAL KNOWLEDGE


9. Read back customer’s order. 1 pt.

Team Member should read back all items listed on the order and then state “Your total with tax & delivery charge is $____, and your order should arrive to you in ____ minutes.”

10. Demonstrate how to count change back. 1 pt.

Team member should take change out of till to demonstrate how to give back proper change (Use example: “Order is $13.79, customer paid with $20 bill.”)

The best method is to count starting with change first, then bills (smallest to largest).

Total change= $6.21

11. Customer’s previous order history. 1 pt.

Demonstrates where in the Pulse system you can find a customer’s entire order history.

12. Change an order sent to makeline screen. 1 pt.

Demonstrates how to change an order that has already been processed.

Brings up customer’s order from “today’s orders” and is able to bring up that order to edit it.

Team member should also demonstrate what happens with the labels for this order.

Team member verbally communicates the order change to the makeline and/or cut table crew.

13. Locate order in process. 1 pt.

Team member correctly uses the order status screen on the Pulse system to locate an order in the process in the event that a customer calls to ask where their order is.

14. Three Compartment Sink set up. 1 pt.

Demonstrates setting up a 3 Compartment Sink.

Left sink = dish soap + warm water.

Middle sink = clean warm water.

Right sink = lukewarm water + sanitizer.

Team member also checks sanitizing solution with test strips to proper ppms.

SAFETY AND SECURITY KNOWLEDGE

15. Proper lifting technique. 1 pt.

Demonstrates proper lifting technique.

Bends at the knees and lifts straight up.

Does not lift more than 2 trays of dough at a time.

16. Procedure if robbed. 1 pt.

Demonstrates walk-through of robbery procedure:

Keep it short and sweet.

Obey the robber’s commands, don’t fight.

Observe as much as possible.

Call the police immediately, then your manager/supervisor/franchisee.

Call the Safety Hotline.

SAFETY AND SECURITY KNOWLEDGE


17. Cash drop procedure. 1 pt.

Demonstrates - Team member drops all bills $20 and larger.

18. Max till procedure. 1 pt.

Demonstrates knowledge of maximum till amount & what to do with amounts over maximum.

Team member ensures that the till doesn’t contain more than $150 ($75 for Team USA stores) at any given time.

CUSTOMER FOCUSED SKILLS

19. Walk-in customer while on the phone. 1 pt.

Team member smiles, acknowledges the customer and lets them know he/she will be right with them.

20. Customer calls looking for order. 1 pt.

Team member apologizes that the order has not yet arrived and immediately uses the Pulse system to identify where the pizza is in the process.

21. Upselling technique - descriptive words. 1 pt.

Team member demonstrates the use of descriptive words in the upselling process.

Examples: “icy cold cokes” or “hot & fresh breadsticks.”

Customer Focused Role Play Exercises *Trainer acts as customer.

Skills Check

The customer calls in an order of a large sausage and onion pizza along with an order of breadsticks. In their previous order history, they have also ordered this with chocolate lava crunch cakes and a two liter of Sprite.

Team Member demonstrates an effective upselling technique; using descriptive words, open ended questions and finding the “hole” in the order and trying to fill it.

22. Displays great customer interaction skills. 1 pt.

Smiles when answering the phone or greeting customers in the lobby.

Says “please” and “thank you.”

Demonstrates proper phone greeting and carryout greetings.

Demonstrates how to interact with customers waiting in the lobby.

CUSTOMER FOCUSED SKILLS


23. Sincerely apologize. 1 pt.

The key here is “sincerely”, demonstrates the difference between a robotic apology and a sincere and heartfelt apology.

Example: “I’m truly sorry you had to wait so long to order.”


Skills Check

The customer called into the store during a dinner rush and was placed on hold. It is now 5 minutes later and the CSR just answered the phone. You are not happy to have been waiting so long as your family is hungry for dinner.

Team member sincerely apologizes.

Gives the customer something extra for their wait.

24. Fully comprehends and uses the 3 steps to “wow-ing” a customer concern. 1 pt.

Team member apologizes sincerely.

Offers the customer to keep the current pizza.

Tells the customer that they will happily remake their order and send the next driver out with the correct order.

In addition to sending out the correct order, tells the customer that they will also send along cinnastix (something extra) for their trouble. (or your store’ specific policy on giving “something extra.”)


Skills Check

1. A customer picked up a carryout order from the local Domino’s Pizza and drove back home with it. When the customer gets home, the kids are yelling because it took so long. They open the box and almost can’t believe their eyes. The pizza was made wrong! The customer calls the store back and is very upset.

Team member sincerely apologizes.

Gives the customer what they want.

Gives the customer something extra.

25. Doesn’t blame the customer. 1 pt.

Example: team member didn’t simply say “you didn’t order.” Always assumes the customer is right, regardless.


Skills Check

You are working a slow day shift. Since it is slow, you have answered all phone calls yourself. A customer walks in and says he/she is picking up an order he/she ordered by phone about 15 minutes ago. You have no record of the order and you’re sure you took no calls for carryout orders all day. What would you do in this situation?

Did not blame the customer. Sincerely apologizes. Gave the customer what

they want. Gave the customer

something extra.

SELF SELF OTHER

Use Customers Name 3+ times throughout process: Greet them by name, upsell by name, thank them by nameTeam Member greeted customer with the following" THANK YOU FOR CALLING DOMINO'S PIZZA, THIS IS (NAME)…….."Confirm Name, Delivery address and phone number? (if carry out order- confirm our location)When asked for specials- ask how MANY PEOPLE they are feeding and only use PHONE SCRIPT SPECIALS!!!!Team member knows the current NATIONAL PROMOTION but only offer after other specials!!IF customer wants the national offer- did team member UPSELL using phone scriptDid the team member upsell with SPECIFIC side item (call side item by the brand and the name)Did the team member REPEAT the order and give accurate delivery time, give total saying it included tax/deliveryDid the team member THANK the customer for their business?

KEY OBJECTIVES:

FRIENDLY? Smile while taking order, enthusiastic and sincereFAST? (not rushing customer….. But keep up with speed of customer)KNOWLEDGEABLE? (Efficient with Pulse order and system, answer questions on own)

Customer Concerns- MUST PASS ROLE PLAY with 100%APOLOGIZE + GIVE THEM WHAT THEY WANT + GIVE THEM SOMETHING EXTRA

1 LISTEN & Truly UNDERSTAND the customer's concern ("feel their pain")When the customer mentioned a "concern", did the team member sound like they cared about the initial concern?Did the Team Member who answered the phone also handle the concern (and NOT pass the phone to someone else)

2 APOLOGIZEDid the team member sincerely apologize to the customer IMMEDIATELY after hearing issue (A "caring" apology)

3 DO WHAT IT TAKES!!!!!!!!!!!!!Did the Team Member Immediately offer a REPLACEMENT of the Product AND ask "how can we make this right for you?"

4 GIVE THEM SOMETHING EXTRADid the Team Member also offer a FREE side item in addition the replacement/solution (free 2-liter of coke, bread side….)Finally, did the Team Member offer $10 store credit IN ADDITION to the above solution (for their next order)?

KEY OBJECTIVES:

FRIENDLY? Smile while taking order, enthusiastic and sincereFAST? (not rushing customer….. But keep up with speed of customer)KNOWLEDGEABLE? (Efficient with Pulse order and system, answer questions on own)

SUCCESSFUL ORDER TAKING: MUST PASS ROLE PLAY with 100%

SPEED on PULSE ORDER TAKING (Always START from the Customer screen to each of the following and time)Have TRAINER stop watch the team member for each task, THEN have the TRAINER be timed and compare

TIME each participant from first screen to complete following: TEAM MEMBER TRAINER PASS?* Timed order (10pm next day)* 5 Top pizza: Large, HT, Chicken, BBQ, Light cheese, Bacon, Mushroom, Sausage, HAM* Philly cheesesteak Sandwich* Pacific Veggie- Thin crust large* Pasta: Alfreddo… change to NO bread bowl* 8 piece boneless chicken with Blue cheese* Stuffed Cheesybread- Feta/spinach* Lava Cakes* 2 liter of coke* Gift Card* Cheese Pizza Well Done* Large Hand Tossed: All Pep, Half Ham, and other half bacon* What to do when a customer calls back and changes the order (already went to makeline)

Go to your Manager and teach them the 4 Basics of Customer Service (from the first page of your Day 2)(Manager: Initial when they can recite the following from memory)

TASK: GM Initial1. List the 4 Basics2. Explain the 4 Basics3. Have them tell you how the benefits to the store (and them) when practicing all 4 daily:

WRITE IN SECONDS

1. Go to HPU on D-Live (ask manager)(After "DAY 3", select "CUSTOMER SERVICE EXPERT"

2. Take tests on Hive.Dominos.com (or you can print out test)* ALL EMPLOYEES TAKE CUSTOMER SERVICE TRAINING

3. Confirm you passed!

HIGH PERFORMANCE TRAINING: ALL TEAM MEMBERS

1. Go to HPU on D-Live (ask manager)(After "DAY 3", select "CUSTOMER SERVICE EXPERT"

2. Take tests on Hive.Dominos.com (or you can print out test)* ALL EMPLOYEES TAKE CUSTOMER SERVICE TRAINING

3. Confirm you passed!

HIGH PERFORMANCE TRAINING: DRIVERS & AMs ONLY!

Complete the following 5 Steps (and the appropriate Certification Requirements) to earn Delivery Expert Certification and become Customer Certified. Work through the learning during 5 of your regularly scheduled shifts. The individual pieces are small enough to complete alongside your regular responsibilities or at the beginning or end of your shift. Make sure you supplement the modules/exercises with lots of hands-on practice. Complete Phase 1 within 2 weeks of your onboarding. Phase 2 (Makeline Certified), where you’ll focus on topping pizzas and be assisting on the makeline, should be completed as directed by your store leadership.

(Manager must fill in the certification requirements for the store/organization)

Pass Delivery Expert (DE) Knowledge Test

Pass Performance Skills Eval. conducted by Trainer

Trainer Review Safety and Security section of DE Performance Eval.

Provide feedback when you see great hustle and safety procedures (drop, callbacks, etc.)

Review Driver Checkout procedures

Perform Exercise 2 on the Delivery Scenarios Coaching Guide

Review store’s robbery policies and procedures

Review Applied Operational Knowledge section of DE Performance Eval.

Review Vehicle Inspection form

Conduct WOWing the Concern OER role-play

DE Knowledge Test

____________

Performance Skills Evaluation:

____________

Shift Focus Do callbacks on all “suspicious” orders

1-minute turnarounds—time yourself with a stopwatch

Call Out the Door times with every order

Review Image Standards poster and make sure you’re in perfect image

Continue calling Out the Door times

At-the-door greetings: how are you making it personal?

Review all daily/weekly/monthly cleaning responsibilities and possible side projects for drivers

Practice bagging and tagging orders for other drivers when possible

Test/Skills Evaluation review/ practice

Take a practice test: complete 1 version of the DE Knowledge Test

Review Problem Solving section of DE Performance Eval.

Take a practice test: complete 1 version of the DE Knowledge Test

Review Customer Focus section of DE Performance Eval.

Pass Performance Skills Eval. conducted by Trainer

Trainer Review Performance Skills Eval. expectations

Provide feedback when you see great customer interactions

Observe 3 phone calls: listen for energy, positive attitude, and upselling

Observe 3 phone calls and offer feedback

Shift Focus Pulse Practice: - Previous order lookup - Change existing order - Locate order in process - Special delivery

instructions

Identify and use your store’s current specials and coupons

Boxing and labeling—make sure you’re comfortable jumping in to help

Pulse practice: - Complete Additional Pulse Practice exercises (located on Day 2 of the Training Path)

Upselling: - Set a good tone on the

phone

Most stores need their Drivers to assist on the makeline. You already learned some basics during your onboarding, but when your manager says you’re ready, complete the steps to become Makeline Certified found in the Expert Pizza Maker Certification section of the Domino’s Pizza Training Path.

STAR #3Pizza Making: Make line

GO TO D-LIVE and select HPUGot to "EXPERT PIZZA MAKER" and go through all 8 steps/videos and coaching guides

DOUGH PROOFING and ITEMIZATION/PORTIONING

1. Dough Proofing:Watch the D-LIVE video on dough proofingWatch the D-Live video on pizza making (edge stretching)Explain to GM how to read a dough tray label, and the proper proofing techniques.Explain how to use the dough proofing chart/systemExplain the flavor/performance of dough when it is UNDERproofedExplain the flavor/performance of the dough when it is OVERproofed.Explain the flavor/performance of dough that is PROPERLY proofed.Explain why we should NEVER use UNDERPROOFED dough (especially "day 1 dough") or OVERproofed dough/exp.Conduct a "cut test"- if you cut a pizza w/ a razor blade- what should the rise look like w/ proofed dough and under proofed doughShow system our store uses to ensure we always have enough properly proofed dough

2. GREAT PIZZA RATING: SHOW THEM THE PIZZA GRADING TOOL and review each of the 5 attributes of a great pizza

Weigh out EACH topping to the exact specification & enter belowPizza Size BAM! (Nailed

it!)NOPE! Actual

WeightBAM!

(Nailed it!)NOPE! Actual

WeightBAM!

(Nailed it!)NOPE! Actual

Weight

Master Saucing:Master Cheesing to specifications

Master the following toppings:

Pepperoni

Sausage

Spinach

Ham

Grilled Chicken

Weigh out a Philly sandwich

Make a Pacific Veggie pizza to portion:

Time Pizza #1: Time Pizza #5

Time Pizza #2 Time Pizza #6




Time Pizza #10

3. PORTIONING: Set up scale and face away from participant (should not read scale). Call out topping & have them grab topping from bin and weigh. Do at least 3 or more times (until they get it right)

CERTIFICATION: Show them how to edge stretch a pizza and then time them from the start at SAUCING the stretched pizza through cheesing and pepperoni. Need to do this under 50 seconds and must be "GREAT" quality and weighed out. They must master this before going to the next phase.

RIM: Even borders/crust. SIZE: Fits the screen PORTION: exact amount PLACEMENT: Out to edge and evenly placed BAKE: No bubbles (smaller than 1/2 of golf ball) and proper bake quality

ALL TEAM MEMBERS MUST GO THROUGH THE PIZZA QUALITY CHECK using the PIZZA GRADING TOOLWatch the EDGE STRETCHING Video on D-LIVE again*** Use the below checklist to determine rating (1/2 point can be for a minor infraction)*** GRADE 10 PIZZAS using PIZZA TOOL and 5 point grading system (do 1 cut test)*** USE GRADING TOOLDRIVERS: Must be able to sauce and cheese to specification; but will not be raise eligible until they can edge stretch

1 2 3 4 5 6 7 8 9 10RIM: Rim width 3/4" HIGH and 1/4"-3/4" WIDE (2 slices can be 1/2-1")

SIZE: CENTER rise at least 1/2" and Size can't be 3/4" smaller or bigger than inside of box.

PORTION: Proper amount of sauce, cheese and toppings (up to 10% over portioned)

PLACEMENT: Sauce, cheese and topping evenly distributed. Sauce border correct. Tops out to edge

BAKE: Bubbles smaller than 1/2 of a golf ball

Great or Remake:Team member must rate pizza using PIZZA GRADING TOOL Overall Rating (Must get a minimum of 7 pizzas rated 9.5 or greater < 60 seconds)

(DRIVERS must make a Large Pep under 70 seconds in order to get a raise, but the minimum for drivers is to just TOP a Large pizza with PEPPERONI in under 20 seconds)`( CSRs must be under 60 seconds; Pizza Makers under 45 Seconds; and ALL MANAGERS under 40 seconds)

Pizza

#1

#2

#3

PIZZA MAKING SPEED

Pizza Number

BASIC PIZZA MAKING: Sauce- Cheese - Toppings

Time: (Insiders)(DRIVERS- Sauce

and Cheese

The following steps must be completed and the new team member understands our systems and prep

Completed Task

Team member knows how to read the Deployment chart and understands how to complete task before clocking outReview each task on deployment chart-Team member can prep all food items on food prep sheet Have team member properly prep chicken (and show how to use scale and eye to only select sellable chicken)Team member can properly mix sauce with the exact amount of measurementsTeam member can demonstrate how to use cleaning supplies and chemical system. Calibrate 3 compartment sinkTeam member can clean and restock cut table after rushTeam member can clean and restock makelineTeam member knows how to read dough trays and where to find the proofed dough when asked.Show team member how to break down boxes and where to empty garbageTeam member knows where to find the tempered cheese in the walk-in (versus frozen cheese)Have team member detail clean the lobby: Floors, counters, windows, exterior

Star #4OVEN TENDING* Quality Control

* Packaging/Boxing* Oven tend FAST and ACCURATE

Make it Right!Double checking labels on boxes BEFORE boxing pizza! Avoid mis-boxingDiscuss the cost of mis-boxing

CUTTING:Show the inside of the box and the scored line to show where to cut for an even cutCut a large hand tossed pizza and apply garlic seasoning in under 10 secondsShow how to cut a pizza in 6 pieces, 10 pieces and 12 piecesHow to cut a chicago cut thin crustImportance of even cutting especially for school lunch!

Qaulity Check:Have them show you how to grade a pizza using the pizza grading toolWhen to call a remakeHow to use a bubble fork and to always look out for bubblesNEVER send out a product that is not GREAT!!!`

Packaging:Garlic Oil to exact weight and portion (we miss this on our OER too many times!!)Buffalo Chicken PizzaCorrect portion of Chicken Habanero Sauce on the sandwichFiery Hawaiian adding hot sauce at the endCinnastix and what dipping cup… VanillaBreadstix (which dipping cup….. Marinara)Stuffed cheesybread- dipping cup extraLava Cakes: Powder and forkGarlic oil on FEAST PIZZAS but not legendsParm bitesBrooklyn pizzaHeat rack management: How to place pizzas on the heat rack (turn when order is complete)

Test: Oven tend for at least 1 hour during a busy rush mistake freeDate:

OVEN TENDING

GM Sign below that the crew member is fully qualifed to tend oven, otherwise, schedule more time to work the oven.

GM SIGNATURE

Star #5Edge stretching

* GREAT PIZZAS* Large Pep under 60 seconds

1. 3 steps in handling a customer concern

2. What is our telephone policy?a. How many rings do we answer the phone in?

b. When do you put a customer on hold?

c. What must you do after you take someone off hold?

Description (How you would describe it to a customer)

4. Name the 8 American Legends Pizzas.Name Description (How you would describe it to a customer)

5. Name the 6 Feast Pizzas.

6. Name the 8 Oven Baked Sandwiches.Name Description (How you would describe it to a customer)

7. Name the 5 Penne Pastas.

Name Description (How you would describe it to a customer)

Name Description (How you would describe it to a customer)

8. What bread sides do we have & what dipping sauces go with each? (Breads and desserts)Name Description (How you would describe it to a customer)

9. What flavors of Buffalo Wings do we offer?

10. What are the four types of pizza crust that we offer (Large Pizzas)?

11. Describe our Pan pizza and what sizes do we offer our pan pizza?

12. Describe the types of desserts we offer

13. What do you need to see and check when a customer signs a credit card receipt?

14. How do you greet a carryout customer?

15. How early do you report to work every day?

16. How early do you show up for work when it is raining/snowing?

17. What sizes do offer thin crust?

TEAM MEMBER:EVALUATOR:

What is the Sales goal of your store?What is our goal in loading a pizzain the oven (in minutes after taking the order)?What is the maximum amount of minutes a customer's order should be on the warming rack after it comes out of the oven?What is the maximum number of seconds a driver should be in the store when they have a delivery waiting on the rack?What is our out the door time goal (minutes from time order is taken to out the door)?

Skill/StepsMeets

ExpectationsMaking Progress

Needs Attention

Completed 5 Star Training ProgramOn-time for every shift (and EARLY when it is raining/snowing)Arrive to work in CLEAN COMPLETE UNIFORM, Grooming standards and clean car (car if driver). GREAT IMAGE100% of the time say "WELCOME to DOMINO'S" when customer enters store (within 3 seconds)Sense of Urgency: Insiders & Drivers: Jump on phone on 1st ring and rush to makeline to get order in oven less than 1 minuteEnthusiastic and customer friendly when taking orders or handling concernsEffectively upsells every customer using brand names of products and uses appetizing adjectives when upselling.Knows and follows the 3 STEP customer concern policy.Always washes hands before going to makeline or cut tableCan make a GREAT LOOKING PIZZA in less than 60 secondsAccurately Tend Oven and ONLY allow great product to be deliveredAlways attentive to store cleanliness, organization and prep (without being told)Effective communication with Management Team- follows Management's request with a positive attitude and voices concerns in professional manner

Understands 3 STEP delivery @ doorDRIVERS: Always has a lit car top and car is clean (inside and out).DRIVERS: Always leaves store with less than $20DRIVERS: Always carrys loose change (change for a dollar) to the doorSense of Urgency: Drivers- "smart hustle" when an order is ready for delivery- in store less than 30 seconds. Walk with safe hustle!

Delivery Time CSR Tkt $

Delivery/Hr CSR Time/order

Comments/Recommendations/Actions:

Managers Signature: Date______ I have read this evaluation and discussed it w/ my manager and I (agree) or (disagree):

Team Member's Signature Date______

FOLLOWING IS FOR DELIVERY EXPERTS ONLY:Drivers fully understand that safe delivery means ALWAYS driving speed limit, wearing seatbelts and

demonstrating safe driving. Delivery times are impacted IN the store- not on the road! If driver feels pressured to speed or drive unsafe- they must contact David Cesarini immediately

EVALUATIONAsk the Team Member and do they know?

Write in their answer- if they don't know, then write in "NO"

5 Star Team Member is a team member who fulfills the...

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