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CONTENTS INTRODUCTION

FOUR STEP TRAINING METHOD

CARHOP RESPONSIBILITIES

HANDLING GUEST COMPLAINTS

ASSISTING SPECIAL NEEDS AND HEARING IMPAIRED GUESTS

CARHOP CHECKLIST

FINAL EXAM

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INTRODUCTION

WELCOME TO THE SONIC STAR PROGRAMKeep in mind, as you follow this guide, that you are a team member, and as part of a team, you

are responsible for more than your own station. A good team member will learn how to help

other stations and strive to qualify for those stations as well.

In this STAR Guide, you will find information needed to work the Carhop position at Sonic.

To be certified in the Carhop station you will need to complete:

• Guest Service e-STAR Course

• This Training STAR Guide

• Proficiency Checklist

• Certification Test

• Watch Training Videos

• Sonic Safe Training Video Course

• Joe Zacher Food Safety Training Video Course

• Hands on Experience

All Sonic crew members must also be certified in Sonic Safe™, Sonic’s food safety and sanitation

program. To be certified you must complete the Sonic Safe e-STAR Course.

See Guest Service e-STAR Course for Appearance and Uniform Standards

and Sonic Safe e-STAR Course for Sonic Safe procedures.

As you follow the entire training process,

remember the Sonic Mission Statement:

TO BECOME AMERICA’S MOST

LOVED RESTAURANT BRAND

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PREPARE: REVIEW ALL MATERIALSThe trainer must:

• Be well prepared, organized, and set-up for the trainees success!

• Have all materials ready in advance and be comfortable that you as a trainer

understand the materials as well as the required results. If not, then study and

practice before you train!

• Put the trainee at ease.

• State what the trainee will actually be doing.

• Explain the importance and relevance of the task(s).

DEMONSTRATE: SHOW AND TELL• Through proper communications; VERBAL (What you say), VOCAL (How you

say it), and VISUAL (Show them), demonstrate the required procedure(s) and

expected results!

• Use simple words when explaining and keep them consistent to the training

materials.

• Explain step by step what you are doing as you demonstrate.

• Don’t assume the trainee understands, ask probing questions.

• Point out safety measures and possible difficulties.

PRACTICE: PERFORM WITH SUPERVISION• Ask the trainee if they have any questions and if they are ready to try the task(s).

• Practice the demonstrated procedure(s) as often as needed to achieve the

required results! Remember repetition in training is the key to long term results!

• Stay with the trainee during their practice performance.

• Give feedback to trainee throughout the training process as to how they are

doing and provide positive or corrective feedback as needed.

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FOLLOW-UP: TRAINER TESTS FOR KNOWLEDGE• “Check-Back” on the trainee often throughout the process and after the

training has been completed to ensure that procedure(s) as well as results are

ongoing as required!

• Have the trainee critique their own practiced performance.

• Provide any additional feedback – positives, opportunities, and end on a

positive.

• Trainee should be tested for skill comprehension by way of written testing and

proficiency testing.

• When ready, assign the trainee to perform the task(s) on their own.

Trainees only retain 20% of what they hear, 50% of what they hear and see,

but retain 90% of what they hear, see, and do!

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CARHOP RESPONSIBILITIES

The best service rule to remember is . . . deliver all food items to the guest the same as you

want them delivered to you! You, the Carhop, are the last crucial checkpoint for quality control.

Therefore, it is important to be friendly, fast, neat, accurate, and to SMILE! Always THANK the

guest for their order and invite them to return.

The following seven steps will show you how to work the Carhop position:

1. ANTICIPATE DELIVERY

2. FINAL APPEARANCE CHECK

3. THE APPROACH

4. THE GREETING

5. THE TRANSACTION

6. THE WRAP-UP

7. THE CHECKBACK

1. ANTICIPATE DELIVERYBefore a carhop delivers an order, it is important to know the layout of the drive-in stalls,

drive-thru, hop-thru, patio tables, etc. It is also important to know how to read a guest receipt

and understand the Sonic operating process. All guest orders are delivered to stall or patio on a

carhop tray (only one order at a time). Carhops are to assist with the drive-thru and hop-out as

needed.

2. THE FINAL APPEARANCE CHECKPerfection is golden. Performing a Final Appearance Check is an important step in our obtaining

that perfection.

1. Ensure that the order is correct by checking it with the receipt.

2. Make sure that food and packaging appearance is presentable. Wipe off outside of drink

cups with a clean sanitized towel.

3. Make sure all appropriate condiments and utensils accompany the order. IMPORTANT:

SONIC® Mints accompany every order (excluding Wacky Pack).

4. Place the items or sack near the edge of the carhop tray and carry with Sonic’s logo facing

the guest.

5. Carry the carhop tray so that the hooks are away from you.

It is extremely important for

the Carhop to exhibit positive

behavior that will create a pleasant

experience for the Sonic guest.

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3. THE APPROACHThe way you leave the building and approach a car sets the stage for our guest’s Sonic

experience. If you are smiling and moving with a “sense of urgency” the guest will get the feeling

that they are receiving their food as quickly as possible.

• Display a “sense of urgency” and skate or “hustle” (walk hurriedly/run) to deliver the order.

• Approaching the guest’s car, show a genuine SMILE that indicates “Hi, I’m glad to see you at

Sonic today.”

4. THE GREETINGThe SMILE, eye contact and greeting are very important to our Sonic guests. The greeting must

convey a positive message. The carhop needs to introduce himself/herself to the guest. The carhop

is encouraged to personalize his/her own special greeting or refer to these examples:

MAKE EYE CONTACT, SMILE and say

“Hello, thanks for coming to our Sonic today. My name is _______________.”

MAKE EYE CONTACT, SMILE and say

“Hi, how are you today? My name is _______________.”

MAKE EYE CONTACT, SMILE and say

“Hi, thanks for your order. I hope you enjoy your food today. My name is _______________.”

5. THE TRANSACTION1. Repeat the order as you hand the food items to the guest.

2. Offer additional condiments.

3. State the total of the order.

4. Handle the money transaction, (the collection and giving back of change). For accuracy,

keep bills visible at all times until the transaction is complete. Do not make change outside for

$50 and $100 bills; take inside for management to make change.

5. Give guest(s) a receipt.

• In concluding the transaction, the carhop needs to state to the guest, “If you need anything

else, please press the Red Button and someone will be happy to assist you further.”

REVIEW QUESTIONIt is important for the carhop to be friendly, quick, neat, efficient, and to ____________________.

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• CASH TRANSACTION: The receipt should be given to the guest, not just offered. Give the

receipt to the guest with their order or with their change.

CASH TRANSACTION EXAMPLE: “Your order is a Sonic Cheeseburger with mustard, a

medium order of Tater Tots and a large soft drink. Your order comes to $4.67 out of $5.00.

Three cents makes $4.70 and thirty cents makes $5.00 even. Thank you”. SMILE!

• CREDIT CARDS: Guest(s) paying with a credit card should receive their order, an item

receipt and a credit card receipt.

CREDIT CARD TRANSACTION EXAMPLE: “Your order is a Sonic Cheeseburger with

mustard, a medium order of Tater Tots and a large soft drink. $4.67 has been charged to

your credit card. Thank You.” SMILE!

• MY SONIC™ CARD: Guest(s) paying with My SONIC™ Card should receive their order, an

item receipt and a My SONIC™ Card receipt.

MY SONIC ™ CARD TRANSACTION EXAMPLE: “Your order is a Sonic Cheeseburger with

mustard, a medium order of Tater Tots and a large soft drink. $4.67 has been deducted

from your My SONIC™ Card. Your remaining balance is $15.33.”

AFTER YOU HAVE CONDUCTED THE CASH, CREDIT CARD, OR MY SONIC™ CARD

TRANSACTION, HAND THE GUEST THEIR RECEIPT(S).

NOTE: For additional and more specific details see the “Carhop” section of the Sonic Operations

Manual, Vol. 2.

6. THE WRAP-UPAfter completing all necessary steps and delivery, remind the guest that if they require additional

assistance they can press the Red Button and someone will assist them. End the wrap-up by

thanking the guest for their business -- say this with eye contact and a SMILE.

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WRAP-UP EXAMPLES:“Thanks for visiting Sonic. If you need anything else, please press the Red Button and we will

be happy to help you.”

“Thanks for eating at Sonic today. Enjoy your food and please come back again.”

Before leaving the stall, make sure all discarded trash is picked up and placed in the outside trash

container. NOTE: Wash and sanitize hands, per Sonic’s 20/20 Handwashing Rule, after handling

trash.

Do not ask or keep the guest’s change as a tip! Never assume that the guest’s change

from their order is yours to keep as a tip. Tipping is optional and typically a gesture of

excellent service, the guest will offer you a tip, if they choose to do so, at the close of the

transaction.

7. THE CHECKBACKThe extra special checkback service that Sonic is famous for is called the Sonic Difference.

Checkbacks are very important to our guests. Check backs are performed using the SONIC

SMILE TRAY.

THE SONIC SMILE TRAYThe checkback is accomplished approximately every ten minutes or less using a well stocked

Smile Tray. The Smile Tray contains condiments, straws, mints and napkins, and other items

guests may need midway through their meal.

Using the Sonic Smile Tray, when approaching guests, accomplishes two tasks:

1. Offers guests additional items.

2. Provides an opportunity to suggest additional items from the frozen desert menu.

• Always pick up any trash or items guests have finished with during checkbacks.

REVIEW QUESTIONSBefore leaving the stall, make sure all __________________________________________________.The ______________________________ is actual delivery and payment of food.

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Use the checkback to ensure the guest has the best Sonic experience possible. Some examples of

questions to ask to get the conversation started include:

“Hi, how was your meal today?”

“Is there anything I can get you from our dessert menu?”

“Hi, was your meal prepared as you requested? Is there anything else I can get for you?”

Checkbacks usually don’t take much time and are easy to forget when the drive-in is busy. As a

carhop, it is your responsibility to remember the checkback. Checkbacks help to keep our guests

coming back!

HANDLING CASHSince carhops are directly responsible for their own “Cash Banks” it is very important for Carhops

to know how to handle cash transactions properly.

A typical “Cash Bank” would consist of $35.00.

For example, when broken down, the paper currency and change could be: (3) $5 bills, (10) $1 bills,

$10.00 in mixed change (provided in a coin changer).

FOLLOW THESE RULES WHEN HANDLING CASH:

• Carhops are to follow the 60/60 Rule - deposit when you have taken in $60 or every 60

minutes (which ever comes first). Deposit cash with a member of management in the safe

and record the amount deposited.

• Organize bills and keep all denominations together; $1.00 bills together, $5.00 bills together;

and $10.00 bills together.

• Any $50.00 or $100.00 bills must be taken inside the drive-in for management to make

change and to verify that the bills are not counterfeit.

• At the end of the your shift, you and a member of management will jointly count your “Cash

Bank” verifying and documenting that the accurate amount has been checked in.

• All shortages must be documented and handled according to state and federal law.

CASH HANDLING SECURITY:

Handling money means you need to be very aware of security procedures. There are some

general rules for safe cash handling that are important for you to follow.

• Limit the amount of cash you carry. Follow Sonic’s 60/60 Cash Rule and your drive-in’s

procedures for turning in extra cash to the manager for safekeeping. Carrying large amounts

of cash makes you a tempting target for potential thieves.

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• Keep your money organized – all one’s together, five’s together, etc. This prevents you from

having to shuffle through your money looking for change. It also prevents you from handing

out a wrong bill by mistake.

• Take all large bills inside for the manager to change. If you can change a $50.00 or a $100.00

bill, you are carrying too much cash!

• Repeat how much the guest has paid you before making change. “That will be $5.68 out of

$20.00.”

• Count back the change to the guest.

• Keep all the money the guest gives you for payment out, visible until the guest has accepted

the change as correct. This heads off any questions such as

“I thought I gave you a twenty, not a ten.”

• Handle one transaction at a time. A common trick people play is to try and confuse you by

asking for change from a large bill while you are giving change back for the payment of the

food. Finish counting back the change for the order first, put that money away before making

change for a large bill. Otherwise, it is easy to become confused and give back the wrong

amount.

HOW TO HANDLE MY SONIC CARD™The My SONIC Card™ is accepted as legal tender and treated similar to credit/debit card

transactions.

My SONIC Card™ can be purchased by Sonic guests at the drive-in, or via the internet, for a

requested value of $5 to $100. When purchased at the drive-in, the guest should always be given

the My SONIC™ Card and the receipt indicating the amount loaded on the card.

Guests paying with a My SONIC™ Card should receive their order, an item receipt, and a My

SONIC™ Card receipt. Always check the receipt. If the My SONIC™ Card has insufficient funds

to pay for the complete order, the My SONIC™ Card receipt will show the amount of cash to be

collected.

PARTIAL PAYMENT PROCEDURE: Some orders may total more than the balance on the My

SONIC™ Card and therefore partial payment requires collection of the rest of the order total.

In these instances, the receipt will print the deducted amount. NOTE: At PAYS locations the

terminal will prompt the guest if the card has insufficient funds to pay for the food order.

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As the My SONIC™ Card value is depleted, return any zero balance card back to the guest as it

can be reloaded for an amount up to $100 at the drive-in or via the internet at http://sonicdrivein.

com.

HOW TO HANDLE CREDIT CARDSThe following are recommended procedures for credit card sales and processing:

1. If the guest has swiped their credit card at the stall; hand the guest their food order and

receipts. Make sure all appropriate condiments and utensils accompany the order.

• NOTE: Guests paying with a credit card should receive their order, an item receipt and a credit

card receipt.

2. If the guest has not swiped their credit card at the stall, (prior to the order being scanned), at

the time the order is delivered, the carhop should not take the credit card inside the drive-in.

The carhop:

• Presses the 2nd Arrow Key on the PAYS unit at the stall.

• Enters the Carhop Security Code and presses “enter”.

• Enters the receipt number and presses “enter”. The guest may then swipe their credit card.

• Go inside drive-in to retrieve receipt.

IMPORTANT:

• Cash back processes are not permitted.

• Credit card authorizations are only for the amount of purchase.

• Should the credit card be declined for processing, inform a member of management and

allow them to address the situation with the guest.

• Should a PAYS unit be unavailable, the carhop should complete the transaction at the

closest open stall and PAYS unit. Never take the guest’s credit card inside the drive-in.

REVIEW QUESTIONDo not carry more than ______________ at any time.

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HOW TO HANDLE CHECKSTo enhance guest satisfaction, many Sonic Drive-Ins accept personal checks for payment. Since

accepting checks is an option for Sonic Drive-Ins, your trainer or manager will review your drive-

in’s policy with you.

The following represents general “best practices” guidelines that may be used if checks are

accepted:

• Accept only local checks. Do not accept out-of-town, out-of state or out-of-market checks.

• Do not accept counter or temporary checks.

• Accept only checks that have the name, address and phone number of the guest printed on

the check.

• Ask to see a Photo I.D. and match the information on the check with the I.D.

• If a P. O. Box Number is printed on the check, ask for a home address and write it on the

front of the check.

• Do not accept “two party” checks. These are checks written to your guest by someone else.

This includes payroll “two party” checks as well.

• Do not accept checks for more than the amount of purchase.

• The team member who accepts the check is responsible for verifying and initializing the

front of the check.

SONIC SERVICE GOALSSTALLS LESS THAN 3:30 MINUTES

DRIVE-THRU LESS THAN 3:00 MINUTES

DRINK ONLY LESS THAN 2:00 MINUTES

CRITICALLY LATE TICKETS: Sonic’s goal is to make every effort as a team to get all orders

to EVERY guest within the Service Time Goals outlined above. In some cases, orders may not

always reach our guests within these service time goals and will become what are known as late

receipts. Critically late receipts are orders over five minutes. The five minute time frame

becomes critical because studies have shown that this is the point where our guests can become

frustrated and are less likely to return. Through proper teamwork and communications, EVERY

effort must be made to prevent any guest orders from reaching this point.

REVIEW QUESTIONCan you give cash back on Credit Card transactions? ________ Yes _________ No

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HANDLING GUEST COMPLAINTS

No matter how hard we try, we will make mistakes. There will be times when you will need to

handle a guest complaint.

There are five steps to successfully solving a problem with a guest. All you have to remember is

the word B.L.A.S.T.

Never argue with a guest. Instead, approach the situation with the attitude of: “What can I do

to solve this problem?” Try to look at the complaint as an opportunity. The guest is giving us a

second chance. We need to use it!

B.L.A.S.T. stands for:

• BELIEVE the guest.

• LISTEN to the guest: Listening is the highest form of courtesy.

Never interrupt the guest. Empathize – “ I understand why this

would make you unhappy.”

• APOLOGIZE for the mistake even when it was not your error. Tell

the guest, “I am sorry this happened” not “It wasn’t my fault” or

“the cook is new” or “we are short handed today.” Remember, the guest just wants the

problem corrected.

• SOLVE the problem. Take care of it immediately. Ask the guest what you can do to make

it better. Bring the manager in to solve the problem if you don’t know what to do. Always

keep the manager informed, even if you can solve the problem yourself.

• THANK the guest for bringing the problem to your attention. Check back with the guest to

ensure everything is all right.

B.L.A.S.T:BELIEVE

LISTEN

APOLOGIZE

SOLVE

THANK

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ASSISTING SPECIAL NEEDS AND HEARING IMPAIRED GUESTS

At Sonic, every guest is important as we strive to provide “Service with the Speed of SoundSM®”,

quality products and a pleasurable dining experience for all! Some guests may have special needs,

and therefore, it is especially important for the Switchboard and Carhop positions to be trained

and alert to recognize these needs.

SPECIAL NEEDSForms of disabilities that could require special assistance include: speech, language, and hearing

impaired; visually impaired; individuals in handicapped equipped vehicles; and individuals who use

handicap aids or service animals. Note: This list is not inclusive of all disabilities and every

effort should be made to assist these and others who might require extra attention at the

drive-in.

Some guests with hearing or speech disabilities may need to communicate to the Switchboard

Operators or Carhop with or without using speech. Their method of communication can vary

depending upon their disability. For example, some people who are deaf hearing impaired are

able to use speech, but are unable to understand spoken words, while others may not be able

to communicate with speech at all. These individuals may require extra time to complete their

orders and may require additional attention by the Switchboard Operator and/or Carhop. When

communication by speech is not possible, communication can be handled with pen and paper by

exchanging written notes.

Switchboard Operators and Carhops should be trained and made aware of the need to use both

speech and pen and paper as necessary. Drive-ins should have Mini Menus in their Disaster

Preparedness Kits that can be used to enable impaired special needs guests to review and use in

ordering.

IDENTIFYING SPECIAL NEEDS GUESTSAs the Switchboard Operators and Carhops are the “ears and eyes” of the drive-in, these

positions should always “focus” on guests on-lot and their needs; this includes stalls, (the

handicap accessible stalls in particular), the patio area, and the drive-thru.

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The following are some “Best Practice” techniques that can be used to help identify and assist

guests who may require additional attention:

1. Often individuals with disabilities will choose to utilize the patio areas or the drive-thru so that

they can communicate one-on-one with the Switchboard Operator or Carhop. The Switchboard

Operator and Carhops should be alert to these guests and assist them when needed.

2. Be observant of guests who park in designated handicapped spaces. Often these individuals

will require additional attention and assistance!

• The Switchboard Operator should take note that the order is coming in from the

handicapped stall and then diligently “listen and watch” for signs that the guest might need

extra help with ordering.

• Likewise, Carhops should take note of the handicapped spaces (stalls) and watch for

physical signs, movement, or activities that signify that this guest might require additional

assistance.

3. Watch the lot for obvious physical signs, movement, or activities that signify that a guest

needs assistance. Example include:

• Guest flashes car lights to signal for attention.

• Guest honks the vehicle’s horn.

• Guest uses hand signs or hand movements to signal for attention.

• Guest strives or motions to make eye contact or speech movement.

• Guest pushes a special, wireless button (if already available at the drive-in) in the handicap

accessible stall that sends a signal inside the drive-in alerting the crew to the guest’s needs

for ordering assistance.

4. Install equipment aids (which may include updated menus with expanded handicap assistance

directions, the wireless button system (if available) and stall/drive-thru stickers or placards).

Always maintain adequate supplies of pens and paper, Mini Menus (which are part of the

Disaster Preparedness Kit), and the Assisted Ordering Menus (which may be downloadable

from PartnerNet for printing).

• When practicable, offer the hearing impaired special needs guest (in the stall, on the patio,

or at the drive-thru window) the opportunity to select between using pen and paper, Mini

Menus, or the Assisted Ordering Menus.

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• When replacing the Menu Boards (semi-annually), install Menu Boards that feature the

expanded disability notice advising special needs hearing impaired guests to (1a) notify

a Carhop by flashing headlights, briefly honking the horn, or by monitoring with hand

gestures, (2b) preferably use handicap accessible stalls and repeat Step 1a or use a wireless

button, if already available, to signal inside the drive-in for curbside ordering assistance, or

(3c) use the drive-thru by pulling up the window to place an order.

• When practicable, affix a placard or sticker to the drive-thru ordering menu board that

advises hearing impaired guests to pull up to the window to place an order.

• When available, install wireless buttons at the handicap accessible stalls to signal inside the

drive-in for curbside ordering assistance.

• Sonic is evaluating the feasibility of (a) installing wireless buttons at the handicapped

accessible stalls to signal inside the drive-in for curbside ordering assistance and (b) adding

an internet address to the comments section on the Menu Boards that will provide hearing

impaired special needs guests with an alternative means to using Sonic’s 866-number for

their comments.

GUESTS WITH DISABILITIESThere are many different types of disabilities that may require Carhops to provide special

assistance to Drive-In guests. These include, but are not limited to, speech, hearing, visual, and

mobility disabilities.

Carhops should be observant when a guest parks in a designated accessible space as these are

the guests who are more likely to require additional assistance. Additionally, other spaces should

also be observed for obvious signals that a guest needs assistance. Examples include:

a. Guest flashes car lights to signal attention.

b. Guest honks the vehicle’s horn.

c. Guest uses hand signs or hand movements to signal for attention.

d. Guest is present at the menu board but is not speaking.

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Some guests with hearing or speech disabilities may need to communicate with the Carhop with

or without using speech. Their method of communication can vary depending upon the guest’s

disability. For example, some individuals are able to speak but are unable to understand spoken

words, while others may not be able to communicate using speech at all. When communication

using speech or hearing is not possible, communication can usually be achieved by gesturing or

exchanging written notes. Should a Drive-In guest need to communicate using pen and paper,

Carhops should provide a pen and paper to such guests to facilitate this process. Guests who are

blind or have low vision who are passengers may not be able to read the menu board. Carhops

should promptly read the menu to these guests.

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CARHOP CHECKLIST

OPEN__ Follow all Sonic Safe Procedures.

__ Verify changer starting balance and cash banks.

__ Set-up sanitizer buckets with clean towels and proper sanitizer solution.

__ Check the paper in the printer, refill if needed.

__ Clean windows and doors.

__ Clean and stock restrooms as needed.

__ Clean all Menu Housings as needed.

__ Check to see if Order Buttons and PAYS System is working properly.

__ Check patio tables and chairs, straighten and clean as needed.

__ Sweep lot, pick-up trash outside. Trash cans emptied; no liners showing.

__ Remove trash from planters, flower beds, and landscaping.

__ Organize stock room.

__ Check condition of menus and lighting (inform manager if issue exists).

__ Close dumpster lids and gates.

PRE AND POST RUSH READY__ Follow all Sonic Safe Procedures.

__ Carhop Trays (cleaned and sanitized).

__ Set up sanitizer buckets with clean towels and proper sanitizer solution.

__ Clean and restock station:

___ Napkins, SONIC® Mints, Salt and Pepper (PC packets)

___ Wrapped Straws (2 sizes) ___ Wrapped Spoons (2 sizes)

___ Wrapped Forks ___ Ketchup

___ Mustard ___ Relish

___ Salsa ___ BBQ Sauce

___ Ranch Dressing ___ Honey Mustard

___ Marinara Sauce ___ Sugar/Splenda™/Sweet’N’Low®

___ Creamer

__ Wipe down, clean and sanitize work area.

__ Spot clean all windows and doors as needed.

__ Assist with other position cleaning duties and equipment as needed.

__ Sweep lot, pick-up trash outside. Trash cans emptied; no liners showing.

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__ Check patio tables and chairs, straighten and clean as needed.

__ Restock and clean restrooms as needed. Sweep and mop restrooms.

__ Bag trash. DO NOT take trash out back door after dark!

__ Follow 60/60 Cash Rule, depositing money with management.

CLOSE__ Follow all Sonic Safe Procedures.

__ Sweep lot, pick-up trash outside. Trash cans emptied; no Liners showing.

__ Sweep and mop floors as assigned.

__ Restock station, clean and sanitize carhop trays, polish equipment.

__ Organize area.

__ Turn in changer, verify Cash Bank with management.

__ Bag trash, but DO NOT take trash out back door after dark!

Always remember safety first

and the 60/60 Cash Rule!

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CARHOP EXAM

1. A checkback using a Sonic Smile Tray should be performed every _______ minutes.

A. 10 B. 15

C. 20 D. 30

2. For the carhop, the typical “Cash Bank” would consist of ________.

A. $20 B. $25

C. $35 D. $40

3. The Sonic Smile Tray is used to ensure our guests have the best Sonic experience possible.

What Sonic items might you find on the Sonic Smile Tray?

A. Sonic® Mints B. Napkins

C. Condiments D. All of the above

4. When you are handling credit card transactions, it is important to remember, cash back

processes are not permitted, credit card authorizations are for the amount of purchase only,

and if a credit card is declined, _________________________.

A. keep the card and go back inside

B. let the guest have their food without paying

C. inform a member of management and allow them to handle the situation

D. take the order back from the guest

5. Sonic Service comes with a _________.

A. new car B. SMILE C. order of fries D. carhop

6. The keys to being a successful Carhop include?

A. Working quickly B. Follow safe cash handling procedures

C. Smiling at guests D. All of the above

7. Before you walk out the door with an order you should _________.

A. verify the receipt B. wipe off cups

C. have Sonic logos facing the guest D. all the above

8. In B.L.A.S.T., the L means to listen. Listening is the highest form of ____________________.

A. Flattery B. Courtesy

C. Insult D. Anti-Social Behavior

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9. Which of the following is not a safe cash handling procedure?

A. Taking large bills ($50 and $100) into manager to make change.

B. Keeping guests’ money in view until transaction is complete.

C. Counting back change to the guest.

D. Handling two transactions at once.

10. Before you leave the stall make sure you have _________.

A. picked up trash B. given guest the receipt

C. offered additional condiments D. all the above

11. The A in B.L.A.S.T. stands for _________.

A. apple B. appropriate C. annoying D. apologize

12. When handling a problem, you should never _________ a guest.

A. give in to B. argue with

C. turn away D. give away food to

13. For our guests, tipping at Sonic is _________________.

A. Optional - a gesture of excellent service

B. Not to be accepted

C. Mandatory

D. Expected - the change belongs to the carhop regardless

14. _________ is a term used to describe the actual delivery and payment of the food?

A. Barter B. Payment

C. Transaction D. Credit

15. Every guest is important at Sonic! The carhop must be _________ and ____________ to

recognize guests with special needs.

A. Bold and Sassy B. Loud and Intrusive

C. Trained and Alert D. Rude and Annoying

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