SHIFT LEAD
TEST (MASTER)
- A good example of being specific when communicating is:
“You’re late today.’
“When you’re late like this, everyone has to work harder.”
“You were scheduled to come in at 4:30. You just got here and it’s 5:15.”
2. A good example of paraphrasing the following statement is:
Tracey: “I hate it when you make me take out the trash. The dumpster area stinks and no one ever closes the lid so there’s all kinds of flies in there.”
“Because of the smell and flies, you don’t like to take out the trash.”
“We all need to keep the dumpster area clean.”
“You want someone else to take out the trash.”
3. What is a coaching question you might ask yourself to identify performance barriers?
“Have I been clear about what I expect her to do?”
“Is there anything stopping her from doing the job right?”
“Does she want to do the work?”
4. You should give positive feedback to crew members when:
They are doing a job very well.
They have made progress on improvement areas.
All the above.
5. What should you do right after a crew member has completed a job assignment?
Assign another task.
Give feedback on their performance.
Consider the job completed.
6. Read the following narrative and identify which Dynamic Discussion step is missing:
Manager:“George, I want to talk to you about the “clean as you go” procedures. I’ve noticed
that you are not following all procedures while working the Stuff station. For example,
the taco rail and counter need to be wiped down continually because of sanitation and
it’s in view of guests. You are wiping down the rail only after a rush period. Why is this
happening?” (George explains.)
Manager:“You’ve brought up some good ideas. Which ones do you think would be best?”
(George Comments.)
Manager:“I agree with your suggestions to check that you have a clean towel at your station and
that you try wiping down the area after every three orders.
6. continued
Missing Step:
Explain the purpose.
Ask for the employee’s view.
Describe a course of action or ask for solutions.
Agree on a plan of action
Get commitment and schedule follow-up.
Read the following scenario and answer questions 7 and 8.
John is a Crew Member who is your top Steamer. Today, however, you have assigned him to the Drive-thru Cashier position. While working the position, he has made several errors with guest orders.
7. What is the best way to approach John about the performance problem?
“John, I asked you to work the drive-thru and you’re really doing poor job at it.
Are you mad at me?”
“John, two guests have complained that they didn’t get what they ordered. What’s going on?”
“John, don’t you like working the Drive-thru Cashier position?”
8. What action would you take to improve John’s performance?
Tell John how important it is to give out accurate orders.
Write him up.
Make sure John is STP 1 certified in the Drive-Thru Cashier position.
9. You notice Sara challenging one of your guests about a complaint made. They are out right rude. What is the best way to handle this situation?
a.- Tell the guest Sara is new.
- Apologize to guest for her behavior.
- Tell Sara never to do that again.
- Save the guest.
- Catch them before they leave and make it right.
- Talk to Sara using EARS
- Work with the RGM to provide proper consequences
c.
- Tell Sara to clock out.
- Give the guest what they wanted
- Tell all team members on shift, if I ever catch anyone doing that you are fired!
- Try to lighten the moment and laugh at the situation
- Try to make guest understand how hard this job is
- Tell the guest “What do you expect for a minimum wage job”
10. What is the best method for reinforcing the importance of guest service to team members?
Have them read the Answer System and take guest service tests.
Have team members visit and evaluate other restaurants.
Manage by example.
Conduct role plays
11. A guest returns to the register and complains that he was shorted $3.00 in change when he paid for his order just a few minutes ago. The cashier insists she gave him the correct change. Which of the following is your best course of action?
Apologize for the error and give the guest $3.00.
Audit the cash drawer and if the drawer is $3.00 over, return the money to the guest.
Audit the cash drawer and if the drawer is not $3.00 over, offer the guest a free Pepsi for his inconvenience, but do not return any money.
Investigate the situation immediately by questioning both the cashier and the guest.
12. Speed of service “order to delivery” is measured by the drive-thru timer as:
The time the guest arrives on the lot to the time they drive off the lot.
The time the car pulls up to the menu board until the car pulls away from the window.
The time the order is placed to the time it’s cleared from the monitor.
13. Tony, our cashier, tells you a guest is asking to see the MIC after complaining that he ordered a Burrito Supreme and got a regular Burrito. Tony says that’s what the guest ordered. What do you do?
Tell Tony to give the guest the Burrito Supreme and continue your own work.
Apologize to the guest and get him a freshly made Burrito Supreme.
Explain to the guest the extra charge for Supreme items and ask if he’s like to pay the difference.
What are the correct equipment temperatures for the following piece of equipment?
- 195F Steam Table
- 120F Steam Cabinet (tortillas)
- 40F or colderProduce Bin
17. 165FDry Heated Cabinet
18. 36F - 40FWalk-in
19. 365FFryer
20. Which of the following is an example of an emergency issue where you would call the QA Hotline
and the Accident Report Hotline?
An employee cuts his hand while opening a case of tortillas.
A guest claims he and his family got sick after eating at Taco Bell.
The reach-in refrigerator breaks down and all back-ups must be discarded.
21. Back-up pans of meat are 140F. What action should you take?
Turn up the cabinet temperature and check the meat again after 30 minutes.
Put the meat in the walk-in and treat it as if it were carried over from last night.
Discard the meat. Check the equipment temperature and temperatures of other items in the cabinet.
22. What are Material Safety Data Sheets?
A description of each chemical used in the store listing how to use it safely and what to do if used improperly.
A description of all materials found in the store and how to teach others to work safely.
A description of each type of store accident and all reported guest injuries.
23. Which of the following is a weekly cleaning task?
Clean drink system lines.
Scrub drive-thru pad.
Empty and clean drink machine water bath.
24. The steam table is at 155F. What do you check first?
Call a vendor to repair it.
Try trouble shooting using Answer System Book 5.
Call Quality b Assurance Help Desk.
Close the restaurant.
25. It’s getting stuffy with a light haze in the kitchen area. What do you check first?
Air conditioner
Exhaust fans
Fryer
26. What if the first thing you should do when damage to company property occurs?
Secure the premises, eliminate hazards and resume operations.
Repair the damaged property.
Report damage to Accident Report Hotline.
27. Which of the following is an example of the “Guided Practice” Step of the 4-Step Training Method? 4 Practice stuffing burritos.
□ Read the appropriate Answer System pages.
Complete the Knowledge Test.
28. Which of the following is a statement you might use during the “Show & Tell” step of the 4-Step Training Method?
“Let me show you how to cook beans.”
“Here is the feedback for your Skill Observation.”
□“I noticed you forgot to put a hold time on the rice.”
29. To pass a Skill Observation, a trainee must _____.
Complete 90% of the items listed.
Meet all standards listed.
Demonstrate all skills at least three times.
30. Sam is a good performer who has worked at Taco Bell for almost a year. You notice that he is not using the lifting belt when putting away the truck order and he is not using the right techniques for lifting. What should you do first?
Give Sam a written warning.
Tell Sam to use the lifting belt and proper lifting techniques, and then document what was done incorrectly in his personnel file.
Stop Sam from lifting. Explain the importance of using the lifting belt to Sam and show him the proper lifting techniques.
31. If an employee is seriously injured while at work, you should first:
Help or get help for the employee.
Remove the safety hazard.
Call the Accident Report Hotline.
32. What is the phone number for the TACO Help Desk?
1-800-RED-TACO
1-800-GET-HELP
1-800-SOS-TACO
33. If the gross sales on a register are $150 for the shift, the acceptable cash over/short is:
$+/- .30
$+/- .15
$+/- 1.50
34. Where do you record daily bank deposit summary information?
COCR form
Operating Fund Audit form
Daily Control Sheet and TACO Sales and Cash
35. When is it acceptable to leave the office while cash is left unsecured in the office?
To handle a guest complaint.
To get change for a cashier.
If you lock the door.
Never.
36. Which of the following statements regarding promotional coupons is true?
Coupons should be destroyed each night after balancing amounts to the daily shift tapes.
Coupons should be retained, compared and balanced to the promotion amount on each shift tape.
Coupons should be destroyed and discarded upon redemption
37. Which of the following is not a violation of management cash handling policy?
You lock an unused cash drawer in the safe.
You are the MIC of the day shift. The night manager comes on shift, opens the safe and says you are $20 short.
You are with a guest when a cashier asks you to change a $20. You toss the cashier the keys to make change from the other cash drawer.
38. Which of the following is the correct way to document an overring?
Dollar amount, cashier signature and explanation.
Dollar amount, cashier and MIC signature, and explanation.
Dollar amount, cashier, guest and MIC signature, and explanation.
39. Deletions should not exceed _____ for Par registers.
7%
3%
5%
40. The operating fund is $8 over. What should you do?
Put the money in the voucher fund.
Put the money in the next deposit.
Put the money in the change fund.
41. Why do you monitor beef and cheese inventories every day?
To spot portioning or theft problems early.
These are both high cost products.
All the above.
42. What information must be on the back of each purchase receipt in the Voucher envelope?
Restaurant number and date.
Cashier’s signature.
Manager’s signature.
Both a and c
All the above.
43. When counting inventory, you have 4 cases of seasoned beef in the walk-in plus 14 lbs. of carryover. Each case contains eight 5 lb. Bags of seasoned beef. The shelf unit of measure on the Inventory Count Sheet is in pounds. How would you record the inventory for seasoned beef?
18 lbs.
34 lbs.
174 lbs.
4 cases and 14 lbs.
44. When transferring a product to another store, when should you enter the information into TACO?
At the time of the transfer.
At the end of the day.
Anytime before the end of the business week.
Anytime before the end of the period.
45. Which of the following messages should not be documented in the Manager’s Communication Log?
“Paul who was scheduled to close, called in sick. Sam will replace him.”
“The street fair is scheduled for this evening so business may be busier than usual.”
“Jane, a new crew member, doesn’t seem to be learning the job very quickly and may need to be terminated. Please give me your feedback to Sue.”
46. How do you know where to hang POP in your store?
Use the diagrams in the program implementation guide.
Refer to the Answer System.
The general manager will direct you.
47. How late in the evening can a 16-year old, full-time student work on a weeknight while school is in session?
Up to four hours after school lets out.
Through closing.
As late as the employee is willing to work.
As late as the state law dictates.
48. You ask George to go home after working 1-½ hours of his 5-hour shift due to slow business. How many hours must you pay George for his shift?
1 ½ hours
2 hours
4 hours
5 hours
49. You ask Norbert to clock back in to work after he’s taken 15 minutes of his 30-minute break. How much time should Norbert be charged for his break.
0
15 minutes
30 minutes
50. After clocking out from an eight-hour shift, you ask Jamal to stay and put away the truck order. How should you handle Jamal’s time?
Add it to tomorrow’s hours.
Add it to today’s hours.
Ask Jamal to come in an hour late for his next shift, but pay him for that hour.
51. If an employee tells you he or she has been sexually harassed at work, you should:
Write down the employee’s comments and immediately inform your manager.
Talk to the person accused of harassment in form of the person making the claim.
Suspend the person accused of harassment.
52. Which is not considered a work rule violation?
Asking another employee to clock in for you.
Making embarrassing jokes about another employee.
Calling in at 4:00 PM to say you’ll be 15 minutes late for your 6:00 PM shift.
53. All 30-minute meal breaks must be recorded on the time card or time clock.
True
False
54. Actual Allowed Hours are:
The total number of labor hours used for the day.
The number of labor hours approved by the Market Manager.
The ideal number of labor hours that should have been used based on the actual sales for the day.
55. The goal of proper labor management is to meet the needs of your ______and your ______.
Guests, labor goals.
Employees, forecast
Deployment plan, fixed hours.
56. The Monitor Option in the SMART System:
Gives you all the steps needed to create a Weekly Schedule.
Lets you check your current labor variance.
Allows you to enter borrowed employees.
57. TACO’s Time and Attendance System allows you to:
Verify the accuracy of employee clock in and out times.
Enter tomorrow’s hours and projected sales so you can make schedule adjustments.
Revise hours from prior pay weeks.
58. The most important thing to think about when cutting back hours due to slow sales is the impact on ______.
Overtime hours.
Labor variance.
Guest service.
59. What is the primary objective of deployment?
To remove bottlenecks.
To ensure team member productivity.
To put the right person in the right place at the right time.
60. What is an example of slide deployment?
The shift lead asks the employee in the dining room to clean windows.
A steamer with no customers helps the wrap/expediter tray an order.
The prep person finishes cooking meat and starts refilling lettuce pans.
61. How often should you adjust your shift deployment plan?
Once, at the beginning of the shift.
Each time two or more people start or leave a shift.
Every time there is a service bottleneck.
62. If an employee calls in sick just before his shift, the first thing you should do is:
Immediately find a replacement.
Ask employees working the current shift if they want to work more hours today.
Check today’s sales trends to see if you need to replace the hours.
Identify who is responsible for doing the following tasks at shift change:
D = Departing MIC
I = Incoming MIC
B = Both MICs
63. DComplete both cash drawer audits for day shift cashiers.
64. BVerify the operating fund.
65. DFinish and file all day shift paperwork.
66. DSee that needed positions are covered for the night shift.
67. IMake a shift plan for the evening shift.
Put the following opening activities in order.
Order Activity
68. BFirsta. Post Prep Guide
69. ESecondb. Turn on steam table.
70. CThirdc. Verify last night’s inventory count.
71. AFourthd. Conduct Guest Satisfaction Walk.
72. DFifthe. Audit operating change fund.
73. Which is not an opening shift security procedure?