Station OverviewThe customer’s visit to Little Caesars® will be greatly affected by how you handle the

Front Counter/Greeter Station. Customers must always be greeted with a smile and

a genuine “Hello!” As the Front Counter/Greeter you have more responsibility than

just running the Front Counter. You need to be aware of what is going on in the lobby

and in the parking lot as well as the flow of our products. The Front Counter/Greeter

needs to keep track of how much product is available and be able to communicate

this information to the rest of the store staff. The Front Counter/Greeter is key to

building sales, growing relationships and executing the HOT-N-READY® Promise.

Key Responsibilities

• Immediately greeting every customer with a smile upon their arrival.

• Calling back products that are sold and listening for a response.

• Recommending products to the customer that might complement their meal.

• Keeping the soda cooler, merchandisers, all Grab-N-Go items and napkins stocked.

• Keeping the lobby and customer view clean and organized.

• Use FIFO (First In, First Out) rotation to ensure that the oldest products are sold first.

Front Counter/Greeter

Station Introduction: 1 Hour

Job helpers are additional quick reference tools for each station.

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• Start with a clean lobby.

• Confirm which register you are assigned to.

• Make sure register is operational and has enough journal tape.

• Review product build-to charts.

• Fill soda cooler.

• Stock Grab-N-Go items.

Greet the CustomerSuggested Greetings:

• “Welcome to Little Caesars, which HOT-N-READY® pizza would you like?”

• “Welcome to Little Caesars, which HOT-N-READY® items would you like to try today?”

• “Welcome to Little Caesars®, have you heard about HOT-N-READY®?”

Take the Order• Enter order into register.

• Suggestive sell to complete their order.

• State total, collect payment and make change.

Fill the Order• If using an Expeditor, the

Expeditor hands the order to the customer.

• If not using an Expeditor, fill the order making sure to call back what you are taking (CCRS).

Specialty Orders• If customer has a special

request (a non HOT-N-READY®

product), take his/her order using a Guest Check, assure him/her it will only be a short wait and act with urgency.

• The Expeditor or Front Counter person takes all special order tickets to the Pizza Dress Station.

Completing the Transaction• Offer all children kids premiums.

• Thank the customer and ask him/her to return soon.

• Inform your manager when your drawer exceeds $100 before 9 p.m. and $50 after 9 p.m. so they can assist you with a cash drop.

Front Counter/GreeterCARD 1: Proper Greetings

Getting Started

Communication is critical to store success. Management is focused on the overall flow so it is not possible for them to be aware of every transaction and customer. Front Counter/Greeters call back every HOT-N-READY® order that comes through the door, so the employees at the Pizza Dress Station and Landing Station can continue to load the oven and the store remains HOT-N-READY® at all times.

“Welcome to Little Caesars®!”

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1. Serve the Customer• Greet the customer with a

genuine smile.

2. Complete Station Responsibilities

• Suggestive sell.• Ring in the sale and collect

payment.• Hand the customer his/her

HOT-N-READY® pizza or Crazy Bread®.

• Thank the customer and ask them to return again.

3. Help Those Who Are Serving the Customer

• Help someone else who is already helping the customer.

• Bump & Slide to open another register or to Expeditor.

• Assist customers with large orders.

4. Prep and Re-stockWhen there are no customers waiting:

• Re-stock dippers, kids premiums, sauce cups, etc.

• Re-stock soda cooler and other merchandisers.

• Check journal tape and availability of guest checks.

5. Clean! Clean! Clean!When there are no customers waiting:

• Clean your station and customer view areas.

• Sweep, mop, clean windows, etc.

Front Counter/GreeterCARD 2: Responsibilities

5 Priority Guidelines

HOT-N-READY® System

The Greeter or Expeditor must call back the number of pizzas being sold to Pizza Dress.all

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ack

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CCRS

Load the number of pizzas that you need to replace what was sold. Always call back what you are loading.

Sauce, cheese, dress and rack the number of pizzas that you cooked. This will ensure that we have accurate levels on the Ready Rack.

Replace stacks of sheetouts as they are being used. This ensures that we have the correct number of sheetouts and that they have the proper time to proof.

Would you like an order of freshly baked Crazy Bread®?

Suggestive sell to every customer every time.

Suggestive SellingSuggestive selling educates customers about other products and boosts our ticket average. Ask customers if they would like any additional items.

Examples of this are:

• “Would you like a hot, fresh Crazy Bread®?”

• “We have Caesar Wings® HOT-N-READY®, would you like to add those to your order?”

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The Remedy Process

HOT-N-READY® PizzaA Large, round 14˝ pizza with pepperoni or just cheese immediately available hot and fresh out of the oven all day, every day.

Original 14” RoundA Large, round pizza with medium-thickness crust made with freshly baked dough, tangy tomato sauce, a blend of 100% real cheeses and your choice of toppings.

DEEP!DEEP!™ Dish A delicious, 8 corner large deep dish pizza. It has a crunchy crust with caramelized cheese edges, topped with pepperoni and cheese.

Crazy Bread® Eight warm sticks of freshly baked bread seasoned with garlic spread and parmesan cheese.

Crazy Sauce® A tangy, tomato sauce made as a dip for Crazy Bread®. Also used for Italian Cheese Bread and as a dip for your pizza crusts.

Caesar Wings®

Eight-piece order of oven-roasted chicken wings, freshly baked and topped with flavorful hot sauce, BBQ sauce or served plain. (Additional flavors may be offered at your location. See your store manager for details.)

Caesar Dips® A variety of dips available for creating and adding your own flavor to your favorite Little Caesars® products. They taste great with Caesar Wings®, Crazy Bread®, ICB, PCB or to enhance pizza crust.

Italian Cheese Bread Ten pieces of freshly baked Deep Dish style bread covered with a blend of melted cheeses, seasoned with garlic spread and Italian spices.

Pepperoni Cheese Bread Freshly baked Deep Dish style bread covered with a blend of melted cheeses, topped with pepperoni and seasoned with garlic spread and parmesan cheese.

Product DescriptionsUsing these appetizing descriptions will create a craving with your customers and increase your sales.

LISTEN• Stop what you are doing and give the

customer your full attention.

• Don’t take anything personally or get defensive.

APOLOGIZE• Apologize sincerely while restating the

customer’s concerns.

• Never deny the problem or make excuses.

DECIDE ON A REMEDY• Involve the customer in the decision.

• Satisfy the customer - fast and with no reservation.

• If possible, give them more than they ask for - exceed their expectations.

TAKE ACTION• Explain to the customer what you are

going to do to remedy the problem.

• Implement the remedy immediately or record it in the Customer Satisfaction Log if the remedy is to be performed on the next visit.

• Apologize again and thank the customer for bringing the issue to your attention.

FOLLOW UP• Make sure that remedy has satisfied

the customer before they leave.

• Whenever possible, also follow up by phone to ensure customer satisfaction.

How to Handle Customer Concerns.

Front Counter/GreeterCARD 3: Odds ‘n’ Ends

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Good To Know• Wash your hands a minimum of every 30 minutes and every time you

switch jobs.

• Customer Service is our #1 priority. Greet customers immediately when they walk in. This assures them that they’re important to us.

• When the customer walks in, drop what you’re doing and serve them – don’t even finish your sentence to a co-worker!

• “Two Deep is Too Deep.” If you have two customers in line, notify management so another register can immediately open. The Front Counter must be properly staffed at all times.

• Bump & Slide - The art of shifting employees from station to station in order to serve the customer and keep the HOT-N-READY® Promise. Example: landing person moving to take a customer’s order while the pizza dress person moves to cover landing.

• Handle customer concerns calmly and compassionately. If for some reason you are unable to answer a question or have a customer concern you cannot rectify, politely let the customer know you are getting a manager.

• Make following the Remedy Process second nature. The customer should remember the solution, not the problem.

• Use the Customer Satisfaction Log – letting the customer know his/her name is in the log shows them that we care.

• Having the right answer helps to make the customer experience great!

• Take a customer’s order professionally. Be knowledgeable, make them feel comfortable about what they are ordering and do it with a smile in 30 seconds or less.

• Stay focused on the customer.

• Know product descriptions.

• Never make excuses.

• Remember, customers are really everything.

• First impressions are the most important. . . you never get a second chance to make a first impression.

Building Customer LoyaltyA great way to exceed customers’ expectations and increase brand awareness is paying special attention to children.

Give them a small gift such as balloons, coloring sheets, activity books, cookies, bracelets, tattoos, pencils and whatever giveaways we make available.

Remember, children are not only future customers but influence where parents spend their money.

• Be happy

• Know your station

• Suggestive sell – every time

• Smile sincerely and brightly

• Make eye contact with every customer

• Communicate effectively and clearly

• Stay calm, be patient

• Say “please” and “thank you”

• Invite them back

Front Counter/GreeterCARD 4: Exceeding Expectations

Serve every customer with a smile and a perfect pizza,

in less than 30 seconds every time!

The HOT-N-READY® PromiseCONFIDENTIAL

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Spend 15-20 minutes role playing to get the best training possible at the Front Counter/Greeter Station.

Always work on quality first and speed second. Speed will come with practice.

Have trainee demonstrate and explain the following procedures:

1. Explain HOT-N-READY®.

2. Describe Italian Cheese Bread.

3. Demonstrate how to use the proper greeting.

4. Demonstrate how to handle the complaint, “My pizzas are not the way I asked for them. What can you do about it?”

5. Demonstrate how to satisfy a customer who has been waiting too long.

6. Demonstrate how to determine Build-To levels.

7. Demonstrate how and why we communicate levels when selling HOT-N-READY®.

8. Explain “Two Deep is Too Deep.”

9. Demonstrate how to suggestively sell the following items:

A. Crazy Bread®

B. Caesar Dips®

C. Caesar Wings®

D. Soft Drinks

Pre-test with Manager or Station Trainer Final Certification by Supervisor

1. What impression is the most important when we greet our customers?

2. What are two items we communicate each and every shift as the Front Counter/Greeter?

3. What areas need to be monitored during a shift that the Front Counter/Greeter is responsible for cleaning and maintaining?

4. Give an example of how we greet our customers when they enter our store?

5. Explain HOT-N-READY®.

6. Give an example of a product to suggestively sell.

7. Explain what the HOT-N-READY® Promise is and why it is important to know and understand when working at the Front Counter/Greeter station.

8. What is the customer satisfaction log and how is it used?

9. Give three examples of how to exceed customer expectations.

10. In CCRS, what is the Front Counter person’s responsibility?

Four Step Method of Training

1. Explain the task in detail.

2. Demonstrate and explain the task in detail.

3. Have employee demonstrate and explain task.

4. Provide positive feedback.

Front Counter/GreeterDemonstrate & Explain

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Congratulations! With a score of 100%, you are CARDS certified at this station.

Front Counter/GreeterDemonstrate & Explain Answers

1. A large, round 14˝ pizza with pepperoni or just cheese immediately available hot and fresh out of the oven all day, everyday. (CARD 1)

2. Ten pieces of freshly baked Deep Dish style bread covered with a blend of melted cheeses, seasoned with garlic spread and Italian spices. (CARD 1)

3. “Welcome to Little Caesars, which HOT-N-READY® pizza would you like?” (CARD 1)

4. Apologize and select another pizza, show them the product, get their approval and give them new product, apologize again and offer a free Crazy Bread®. (CARD 3)

5. Apologize, check on order, let them know when it will be ready. Offer them something while they wait. You might offer them a free soft drink or Crazy Bread® for their order being delayed. Above all else, get their order to them quickly and show your concern. (CARD 3)

6. Check the HNR Build-To charts and confirm levels with manager. (CARD 1)

7. Call back all HNR items sold and wait for a response from the person loading the oven. This will ensure that we keep the HOT-N-READY® Promise. (CARD 1)

8. Two people in line is one person too many. (CARD 4)

9. Demonstrate how to suggestively sell the following items:

A. Crazy Bread® – “Would you like some freshly baked Crazy Bread® with your order?

B. Caesar Dips® – “We have a variety of great-tasting sauces to create and add your own flavor to your favorite Little Caesars® product.”

C. Caesar Wings® – “We also have our 8-piece orders of Caesar Wings® ready. Would you like an order of wings with your meal?”

D. Soft Drinks – “Would you like an ice cold Pepsi to complete your order?” (CARD 3)

Pre-test Answers

1. The first impression

2. When we are “Two Deep”, when we need more help at the front counter, when we sell a product (i.e. “Taking one... taking two...”). Employees may also answer “Bump & Slide”.

3. Lobby and parking lot conditions, soda cooler levels, Grab-N-Go items, dirty windows, trash cans emptied, sweep and mop lobby.

4. “Welcome to Little Caesars®, would you like to try something from our HOT-N-READY® menu?”

5. A large, round 14˝ pizza with pepperoni or just cheese immediately available hot and fresh out of the oven all day, every day.

6. Crazy Bread®,Caesar Wings®, Caesar Dips®, Soda, etc.

7. Serve every customer with a smile and a perfect pizza in less than 30 seconds every time. It is important to keep our promise and it is our job description.

8. It is found in the back of the Quarter Book. It is used to record orders that need to be replaced with the customer’s name and contact information. (Some stores may have this electronically)

9. Carrying orders out for customers that need assistance, using a customer’s name whenever possible, suggestive selling to complete their order, handing premiums to their children, honoring competitors coupons, etc.

10. The Greeter or Expeditor must call back the number of pizzas being sold to the customer. Listen for response from the Pizza Dress Station.

Final Certification Answers

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