EMPLOYEE

TRAINING &

QUIZ BOOK

CUSTOMER SERVICE

Customers are the #1 priority at Subway. Customer service is the most important aspect of your job. Listed below are some steps that you should follow when a customer enters your store.

• 3 SECOND RULE - Every customer should be acknowledged within 3 seconds of entering the restaurant. This gives a positive first impression. You are the first person to make contact with our customers. You must first make eye contact, smile, and give a simple greeting, like “Hi! I’ll be right with you.” By simply taking a second to do this, even when it is busy, it lets the customer know you will be with them shortly.

• SMILE AND MAKE DIRECT EYE CONTACT - Service is first and foremost a feeling. What you do behind the counter creates feelings within your customers. A good feeling makes customers want to come back. A smile and direct eye contact make people feel important and are simple to do and mean a lot.

• GREETING - A greeting acknowledges the customer and makes them feel important. It lets them know that you are aware of their presence and will be right with them. Every customer must be greeted! No exceptions. Each customer should be treated equally without regard of race, religious affiliation, sex, age or national origin.

• TAKING THE ORDER - The key here is effective listening. Listening to your customer’s make them feel important. Listen carefully to the customer’s order and maintain eye contact. Repeat the order back to verify what you heard. Avoid talking to other employees, talking on the phone, and turning your back on the customer while you are waiting on them. The manner in which the customer is served is as important as what you serve them. Without customers, there would be no business and ultimately no jobs!

• WRAPPING & BAGGING - All footlong and six-inch sandwiches are wrapped in our logoed Sub wrap without the deli paper. It is important to ask the customer if they are dining in or out today and package accordingly.

• SUGGESTIVE SELLING - Listening, again, is an important concept. Now is the time to make the meal complete. Suggest items to complement what the customer has ordered. These items may include a drink, a bag of chips, or a freshly baked cookie.

• CUSTOMER FAREWELL - As with a greeting, the employee should give a friendly farewell. Of course, always thank the customer. Some examples of farewells are:

“Thank you. Have a good day/night.” “Thank you. Enjoy your sandwich.” “Thanks for visiting Subway.”

Rev. 5/25/2016

Customer Service Test

Name______________________ Date________________ Store #_________________

1. If you run out of bread you should immediately lock the door until you have bread to serve. _______

2. If a customer wants pepperoni instead of roast beef on their club we politely tell them they have to pay for a double meat sub. _______

3. If a customer is being rude or having a bad day you can ask them to leave and call the police. _______

4. If a customer wants you to remake the sandwich because they didn’t like it, make sure that they pay for both sandwiches. _______

5. Loud music enhances the Subway experience. Make sure that it is loud enough so that you can’t hear the customers talk in the lobby. _______

6. Never apologize when a customer complains because we can be sued. _______

7. When a customer purchases a kids pack meal there are no substitutions allowed. _______

8. It is okay to put up a sign if you are out of something. _______

9. You will not be prosecuted if you steal, give away food or discount food without a coupon. _______

10. If a customer is a regular that works in the same center they get free refills if they have a Subway cup. _______

Rev. 5/25/2016

OPENING PROCEDURE CHART

NAME____________________________________ DATE______________________ THE FOLLOWING SHOULD BE DONE SEQUENTIALLY. BEGIN ONE (1) HOUR PRIOR TO OPENING. INITIAL AFTER COMPLETION OF EACH TASK.

EMP MGR

CLOCK IN ON COMPUTER. TURN ON PROOFER AND SANDWICH UNIT. CHECK DATE AND AMOUNT OF JOURNAL/RECEIPT TAPE IN REGISTER. COUNT OPENING CASH, VERIFY WITH CLOSING KEEP. DETERMINE

WHAT ROLLED COINS ARE NEEDED. COMPLETE CREDIT CARD FORM BY 10 A.M. IF YOU HAVE ANY DISCREPANCIES WITH THESE FIGURES, COUNT

AGAIN. BEGIN PLACING RETARDED BREAD/FLOOR IN RETARDER. COMPLETE FOOD SAFETY CHECKLIST TAKE OUT TRASH. STOCK THE SANDWICH UNIT FULLY WITH VEGETABLES, MEATS, OIL,

SALT/PEPPER, CONDIMENTS, AND SELECT SAUCES. BE SURE TO HAVE A BACK-UP SUPPLY OF CUT VEGETABLES IN THE BACK REFRIGERATOR.

PLACE FRESH UTENSILS AT THE SANDWICH UNIT: KNIVES, SCOOPS, SPREADERS, ETC.

FULLY STOCK ALL PAPER GOODS; WRAP, NAPKINS, BAGS, CUPS, SALAD PLATES, LIDS, AND FORKS.

HAVE REGISTER AREA READY WITH PENS AND ONE EXTRA ROLL OF EACH TYPE COIN.

RE-ATTACH NOZZLES TO SODA DISPENSER. CHECK TO SEE THAT ALL SODA IS SUFFICIENTLY FULL AND WORKING.

FILL CHIPS IN FRONT AREA. CLEAN SPEED OVEN. HEAT MEATBALLS TO 165º AND THEN PLACE IN FOOD

WARMER/HOTWELL BY 9 AM.

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CLOSING PROCEDURE CHART

NAME____________________________________ DATE______________________ THE FOLLOWING SHOULD BE DONE SEQUENTIALLY. BEGIN FOUR (4) HOURS PRIOR TO CLOSING. INITIAL AFTER COMPLETION OF EACH TASK.

EMP MGR FINISH FOOD PREPARATION. USE BUILD TO CHART COMPLETE SCHEDULED CLEANING ASSIGNMENT. TAKE SUFFICIENT STOCK OUT OF FREEZER (ROAST BEEF, ETC). PAN

BREAD AND PLACE IN THE RETARDER CABINET. CLEAN SLICER, COUNTERS, AND WALLS. SWEEP AND MOP BACKROOM, BATHROOM, AND BACK WORK AREA

FLOORS, INCLUDING WALK-IN FLOOR. CLEAN MICROWAVE THOROUGHLY. CLEAN AND REFILL CONDIMENT BOTTLES EMPTY ALL TRASH RECEPTACLES & CLEAN INSIDE TRASH

RECEPTACLES. CLEAN OVEN AND PROOFER, INCLUDING RACKS. LEAVE PROOFER

DOOR OPEN. TURN OFF FOOD WARMER. PUT CONTENTS IN PLASTIC CONTAINERS

AND REFRIGERATE. BREAKDOWN SANDWICH UNIT AS FOLLOWS: A. REFILL MEAT AND VEGETABLES INTO CLEAN CONTAINERS AND

PLACE IN REFRIGERATOR. ROTATE NEW STOCK. DO NOT LEAVE FOOD IN SANDWICH UNIT OVERNIGHT.

B. CLEAN INSIDE AND OUTSIDE OF UNIT COMPLETELY. C. WASH AND REPLACE CUTTING BOARD AND LETTUCE CATCH. WASH AND AIR DRY ALL DISHES AND CONTAINERS AND PUT THEM

AWAY. CLEAN SODA MACHINE, SOAK NOZZLES OVERNIGHT. CLEAN TABLES AND CHAIRS. SWEEP AND MOP FRONT ROOM AND CUSTOMER AREA FLOORS. TURN OFF LIGHTS, LEAVE AIR CONDITIONER, AND/OR HEAT SETTING

AT 70°F. CLOCK OUT ON COMPUTER. SET ALARM. LOCK DOOR.

Rev. 5/25/2016

DATE EMP MGR ORIENTATION CHECKLIST ORIENTATION HANDBOOK SIGNED & COMPLETED

EMPLOYEE ACKNOWLEDGMENT SIGNED AND FAXED TO

BOOKKEEPER. PUT ORIGINAL IN LOCKED EMPLOYEE FILE. W-4 COMPLETED AND FAXED

I-9 COMPLETED AND FAXED

DIRECT DEPOSIT FORM FILLED OUT& FAXED TO BOOKKEEPER

FEDERAL EMPLOYMENT SURVEY CALLED IN & COMPLETED

VISION INSURANCE FILLED OUT & FAXED

HEALTH INSURANCE REQUIREMENTS FILLED OUT & FAXED

PARENTAL CONSENT, IF A MINOR

BASIC ORIENTATION EMPLOYEE PARKING

INTRODUCTION TO THE STAFF

TOUR OF THE STORE

OSHA – SDS FOLDER SIGNED

CONFIDENTIALITY POSTER (WHERE TO FIND/READ)

WORK SCHEDULE

EMERGENCY NUMBERS

CUSTOMER SERVICE WELCOMING THE CUSTOMER

TAKING THE ORDER (SANDWICH, PARTY, PHONE)

SUGGESTIVE SELLING (DELUXE/DOUBLE MEAT)

GLOVE USAGE

SANDWICH MAKING (12”,6”), (FLATBREAD)

1.) BREAD CUTTING

2.) FORMULA ADHERENCE

3.) MEAT PLACEMENT

4.) VEGGIE FORMULAS AND SEQUENCE (WEIGH OUT THE

CORRECT AMOUNTS USED FOR A FOOTLONG BREAD) SEASONING & CONDIMENTS

VISUAL APPEAL

QUALITY INGREDIENTS

WRAPPING AND BAGGING (DELI PAPER SHOULD NEVER BE

WRAPPED WITH SANDWICH) THANKING THE CUSTOMER

SALAD PREPARATION

KIDS MEAL

CASH REGISTER (POS)

1.) CLOCKING IN

2.) RINGING UP THE SALE (CASH CARD, CREDIT CARD,

MOBILE CREDIT SALE, CATERING CALL CENTER) 3.) ONLINE ORDERS

4.) PROPER CHANGE GIVEN

5.) FREE COUPONS – STAPLE WITH RECEIPT

6.) DISCOUNT COUPONS

Rev. 5/25/2016

DATE EMP MGR ORIENTATION CHECKLIST 7.) REFUNDS

8.) MISRINGS THAT ARE CASH OUT. KEEP RIGHT & WRONG &

SAVE FOR MANAGER TO VOID 9.) CASH INS

10.) CREDIT CARDS

11.) CASH CARDS

12.) CHANGING THE TAPE

PAPERWORK MONEY/BREAD (CASH IN)

CASH DROPS

CLOCKING IN/OUT

PAID OUTS

COST CONTROL FOOD COST

MONEY OVER/SHORT

BREAD OVER/SHORT

CUP/CHIP/COOKIE OVER/SHORT

PRODUCT RECEIVING AND ROTATION

STOCK LEVELS

CREDITS (WHAT TO DO WITH ANY CREDITS)

STORE APPEARANCE OUTSIDE LITTER

WINDOWS & FRONT DOOR

DINING AREA

FRONT ROOM ORGANIZATION

FOOD PREP AREA

FLOORS AND WALLS

BACKROOM CLEAN AND STOCKED

CLEANING CHARTS

TRASH CONTAINERS W/ LIDS

INSPECTION

ACCEPTABLE RADIO STATIONS AND VOLUME

EQUIPMENT SANDWICH UNIT

MICROWAVE

HOT WELL

TOMATO SLICER

SPEED OVEN (USING CORRECT SETTINGS)

REFRIGERATED BACK COUNTER AND WALK IN

FREEZER

SINKS/DISH SOAP & SANITIZER DISPENSER/ USING PROPER

SANITIZING SOLUTION AIR CONDITIONING AND HEATING CONTROLS

Rev. 5/25/2016

DATE EMP MGR ORIENTATION CHECKLIST ICE MACHINE

DISPENSER – SODA/TOILET PAPER/PAPER TOWEL/ HAND SOAP

CHANGING BIB (SODA)

FUSE BOX/LIGHTS

OVEN/PROOFER

POWER FAILURE (WHAT TO DO)

ROBBERY

FOOD PREPARATION STOCK LEVELS/ROTATION

DATES AND TEMPERATURES

ONIONS

LETTUCE

TOMATOES

CUCUMBERS

PEPPERS

PICKLES/OLIVES/HOT AND BANANA PEPPERS

MEATBALLS

STEAK

TUNA

CHICKEN

BACON

WHERE TO FIND MEATS

CONDIMENTS

SAUCES

GIANT SUBS AND PLATTERS

BREAD BAKING PROCESS

COOKIE BAKING

TESTING & QUIZ SESSION SANDWICH ARTIST CERTIFICATION

BREAD BAKING CERTIFICATION

QUIZ 1

QUIZ 2

QUIZ 3

QUIZ 4

Rev. 5/25/2016

SESSION 1 QUIZ NAME _______________________________________ DATE _______________________________________

1. The SUBWAY week begins on ____________ and ends on _____________. 2. Paychecks are direct deposited/distributed every _____________.

3. What is the #1 PRIORITY while working at a SUBWAY restaurant? __________________. 4. How does the “3 second rule” help welcome our customers?

____________________________________________________________________________________ ____________________________________________________________________________________

5. What is the correct order of placing vegetables on a SUBWAY footlong and 6-inch sandwich? ____________________________________________________________________________________

6. You should wash your hands after: (circle all that apply) sneezing handling money cleaning using the restroom doing dishes using the telephone doing food prep touching your clothes punching in

7. What is suggestive selling? Name 3 items you can offer when you suggestive sell to a customer. ____________________________________________________________________________________ ____________________________________________________________________________________

8. How many napkins are given with a 6-Inch? Footlong? Salad? ____________________________________________________________________________________ ____________________________________________________________________________________

9. Give 2 examples of a friendly customer farewell. ____________________________________________________________________________________

10. What on-request item would be placed on a sandwich last? ____________________

Rev. 5/25/2016

SESSION 2 QUIZ NAME _______________________________________ DATE _______________________________________ 1. To maintain fresh baked quality, bread should be baked___________________.

once a day twice a day

every 4 hours once a week

2. Cash deposits to the safe should be made _________________________.

at store closing hourly

once a day whenever

3. What color should properly baked bread be? ___________________________.

4. Free sandwiches should be added to the hourly readings.

TRUE FALSE

5. How long must you lather with soap for a proper hand-washing? ____________.

6. There are 3 steps we use to clean dishes, they are w_________________, r________________ and s________________.

7. The temperature danger zone, where bacteria grow best is over __________ & under _____________. (Note: This is the most common factor associated with foodborne illness.)

8. What would you do with stale, spoiled or low quality bread?

____________________________________________________________________________________

____________________________________________________________________________________

9. What is cross-contamination?

____________________________________________________________________________________

10. Why is it important to wash peppers, onions, cucumbers, and tomatoes before you slice them?

____________________________________________________________________________________

____________________________________________________________________________________

Rev. 5/25/2016

SESSION 3 QUIZ

NAME _______________________________________

DATE _______________________________________

1. You should never serve any food to a customer that you wouldn’t ________________ yourself.

2. Where is the receipt tape located in this restaurant? ___________________________

3. Handling difficult customers or complaints is hard. What is the procedure?

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

4. What is the highest concern in any security-threatening situation?

____________________________________________________________________________________

5. Who performs the SUBWAY Evaluation & Compliance Review? (Circle One)

restaurant owner local DA office representative local health department

6. What is food cost and why is it important? __________________________________________________

7. Explain a Cash-In.

____________________________________________________________________________________

____________________________________________________________________________________

8. Bread is proofed for approximately ___________ minutes or until it reaches ___________% of its desired baked size.

9. Why must you stir bulk products when the microwave pauses during its heating cycle?

____________________________________________________________________________________

10. How many people can a Six Foot Sub feed?

____________________________________________________________________________________

Rev. 5/25/2016

SESSION 4 QUIZ

NAME _______________________________________

DATE _______________________________________

1. What is the process of transferring unopened tuna pouches and mayo pouches to the cooler called?

____________________________________________________________________________________

2. Gift cards are used as cash and change can be given to a customer.

TRUE FALSE

3. Name 2 items that Health Inspectors check in a restaurant.

____________________________________________________________________________________

____________________________________________________________________________________

4. Where do you place panned dough overnight?

____________________________________________________________________________________

____________________________________________________________________________________

5. What does “FIFO” stand for?

____________________________________________________________________________________

____________________________________________________________________________________

6. An employee should stay home from work if experiencing which of the following conditions. Circle the correct answer.

Fever Diarrhea Vomiting

Sinus Infection All of them

7. Name 3 safe food handling procedures.

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

8. What is the correct way to cut footlong bread? ____________________________________________________________________________________

____________________________________________________________________________________

Rev. 5/25/2016

Sandwich Artist Bread Prep Certification Test

Name: ______________________________________ Date:__________________ 1. When baking bread, please put the following stages of the baking process in the correct order: Italian and Wheat Bread: Seasoned Breads: (Except Cheese & Jalapeño) Storage ____ Panning ____ Storage ____ Panning ____

Retarding ____ Spraying ____ Retarding ____ Spraying ____

Baking ____ Proofing ____ Baking ____ Proofing ____

Floor Retarding ____ Cooling ____ Floor Retarding ____ Cooling ____

Seasoning ____

2. What is important to remember about panning bread in the bread forms:

a.) Always stretch bread stick from end to end b.) Place the seam side down in the form c.) Place the bread stick in the center of the form d.) All of the Above

3. What pieces of information must be written on an open box of bread? _________________________________________________________________________________________________________________________________________________________________________________________________________ 4. Why is it important to ensure that the bread sticks reach end to end when placing them into the bread form?

______________________________________________________________________________________________________________________________________ 5. When preparing seasoned breads, how much of the bread stick must be covered with the seasonings?

___________________________________________________________________ ___________________________________________________________________

Rev. 5/25/2016

6. Which bread seasonings go on which breads:

a.) Parmesan Oregano seasoning on Italian bread and Honey Oat seasoning on Wheat bread

b.) Parmesan Oregano seasoning on Wheat bread and Honey Oat on Wheat bread c.) Parmesan Oregano seasoning on Wheat bread and Honey Oat on Italian bread d.) Parmesan Oregano seasoning on Italian bread and Honey Oat on Italian

7. Why is floor retarding a necessity?

___________________________________________________________________

___________________________________________________________________ 8. When do you spray the following breads with water during preparation:

Italian ______________________________________________________________

Wheat ______________________________________________________________

Italian Herbs & Cheese___________________________________________________

Honey Oat____________________________________________________________

9. What should be used to spray breads during preparation?

___________________________________________________________________ 10. Just before placing breads into the proofer, what steps must be taken?

___________________________________________________________________

___________________________________________________________________ 11. How much bread should be placed into the proofer at one time? Explain Why.

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________ 12. To proof bread properly, the proofer humidity level should be set so that on the door you see:

a.) A light mist b.) Water running down it c.) No mist at all, it should be dry

13. How big should bread be when it’s removed from the proofer and placed into the oven?

___________________________________________________________________

___________________________________________________________________

Rev. 5/25/2016

14. If you are preparing a bread that has shredded cheese in the formula, when is the cheese added & how much?

___________________________________________________________________

___________________________________________________________________ 15. When bread pans come out of the proofer, are they hot to the touch?

a.) Yes b.) No

16. What process does the bread go through once it’s placed in the proofer?

___________________________________________________________________ 17. When bread is properly baked, what color should it be?

___________________________________________________________________ 18. When removing hot bread from the oven, where should it be placed? Explain why.

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________ 19. When hot breads are placed in the bread cabinet to cool, should the vent be opened or closed? Why?

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________ 20. Match the following common proofing problems to the correct description:

___ Over-Proofing A. Bread collapses after baking

___ Proofer Temperature is too high B. Bread has large holes inside and crusty shell

___ Over proofing/improper cooling C. Bread is dried out and dark brown ___ Over-baking D. Bread has bubbles on it 21. Lunch customers (after 11 a.m.) must receive bread that was baked fresh that morning.

TRUE FALSE 22. How often does bread need to be baked?

_______________________________________________________________

Rev. 5/25/2016