Podcast
Questions and Answers
What should be studied prior to the visit to the outlet?
Sales, bills, product mix, training performance of TL/RSP/TMs, trip report & action plan from a previous visit, customer compliments/complaints, internal audit & QSC.
Which of these are components of SMART goals?
Enter the Outlet as a ______.
customer
The customer log should be available in good condition at the cashier station.
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What is the standard freezer temperature range that should be checked?
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What should be observed about the topping cabinet?
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What is emphasized for cleanliness behind the I/C cabinet?
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Before entering the outlet, stand outside and observe the details outside the ______.
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What should be checked regarding the cash register?
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Study Notes
Effective Outlet Visits
- Area Coaches should verify the frequency and completion of action plans for QSC, Sales, Incentives, Product Availability, and Maintenance during their visits.
Preparation
- Analyze sales data, including bills and product mix.
- Evaluate Training performance of Team Leaders (TL), Restaurant Service Personnel (RSP), and Team Members (TM).
- Review previous Trip Reports and Action Plans.
- Assess customer feedback, including compliments and complaints.
- Review Internal Audit and Quality, Service, Cleanliness (QSC) reports.
Setting Clear Objectives and Goals
- Utilize SMART goal setting principles:
- Specific: Clearly define the goals.
- Measurable: Define objective criteria for tracking progress toward achieving goals.
- Attainable: Ensure goals are realistic and achievable.
- Relevant: Align goals with overall business objectives.
- Time-bound: Establish a specific timeline for achieving goals.
Visiting the Outlet
- Approach the outlet as a customer.
- Before entering:
- Observe the condition of the exterior, including the glass door, signage, and Point of Purchase (POP) displays.
- Ensure everything is clean and presentable.
Observational Checklist:
-
Customer Experience:
- Observe customers waiting in line, receiving service, and seated at tables.
-
Ice Cream Cabinets (I/C):
- Check visual merchandising:
- I/C appearance is appetizing.
- Cleanliness of the I/C cabinet.
- Correct placement of name tags.
- Cleanliness and organization of POP displays and cup presentations.
- Check visual merchandising:
-
Topping Cabinet:
- Check visual merchandising:
- Toppings are well-stocked.
- Cabinet cleanliness and organization.
- Correct placement of name tags.
- Check visual merchandising:
-
Cashier Station:
- Assess cleanliness and organization of the cashier station.
- Ensure adequate stock of napkins, spoons, lids, and bags.
- Verify availability and condition of the Customer Log book.
-
Dining Area:
- Check cleanliness of the dining area, including tables, chairs, windows, floors, floor mats, water dispenser, lights, and fixtures.
-
Behind the I/C Cabinet:
- Ensure cleanliness and organization of the rails and shelves.
- Check adequate stock of cups.
- Verify that the following items are washed frequently (at least once per hour):
- Scoop
- Scoop bucket
- Glove tray
- Spade
- Verify standard freezer temperature (between -15°C and -18°C).
- Ensure Team Members wear disposable gloves while scooping ice cream.
- Confirm the scoop sterilizer is functioning properly and being used correctly.
-
Topping Cabinet:
- Ensure cleanliness and organization of the topping cabinet.
- Open the cabinet door and check:
- Standard chiller temperature (between 1°C and 5°C).
- Cleanliness of the cabinet.
- Well-stocked toppings.
- Correct placement of product name tags.
-
Cashier Station:
- Focus on the cleanliness of the weight scale and Point of Sale (POS) system.
- Check the stock of spoons and napkins.
- Open the under-counter and verify paper roll stock.
-
Store Room:
- Review:
- The organization's vision, mission, goals, core values, brand promise, and ibaco Service Excellence principles.
- Review:
-
General Observation:
- When observing, focus on employee efficiency, customer engagement, and product quality.
- Create a detailed assessment based on observations and insights gained from the outlet visit.
Follow Up
- Conduct a thorough review of previous visits.
- Ensure follow-up actions from previous action plans are completed.
- If incomplete actions are found, request clarification from the Area Coach.
Developing Action Plans
- Use the insights gained during outlet visits to identify key areas needing improvement.
- Develop specific, measurable, attainable, relevant, and time-bound action plans for all identified areas.
- Ensure appropriate resources and support are allocated for successful implementation of action plans.
- Monitor and evaluate the effectiveness of action plans to identify areas for continued improvement.
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Description
This quiz focuses on the key strategies for conducting effective outlet visits, including the necessity of action plan verification and assessment of sales performance. Participants will learn how to implement SMART goals to ensure success during their visits and how to evaluate various aspects like training performance and customer feedback.
