Suggestive Selling (Part 1): Being Suggestive: Practical Assessment Sheet

Suggestive Selling (Part 1): Being Suggestive: Practical Assessment Sheet

How to complete a practical assessment:

Once the training has been completed, the group needs to practice their newly learnt knowledge & skills.

It is imperative that you, the trainer, allow the trainee to put their theory into practice.

Please practically assess each waiter while they are completing their daily tasks. You need to OBSERVE their actions, under normal working conditions, in order to assess them.

Each waiter is to be assessed against the provided assessment sheet, which is to be completed by the trainer / assessor. NB: While assessing the waiter, compare their practices with the standards outlined in this manual / video.

Please ensure that you detail all the actions of the waiter, indicating whether they are complying with our standards or not, by making written notes on the Assessment Sheet.

The Assessment Sheet must be forwarded to your training department, with the Written Tests & completed Tracking Sheet in order for the trainee to receive a certificate.

NB:

Do not forget to give feedback to the Trainee on their performance, when you have completed the assessment.

WHEN GIVING FEEDBACK TO THE TRAINEE: PRAISE THEM FOR PRACTICES THAT WERE CORRECT BY EXPLAINING IN DETAIL ALL THE TECHNIQUES THEY SHOULD CONTINUE TO PRACTISE. WHEN CORRECTING THEIR MISTAKES, DO NOT FOCUS ON WHAT WAS WRONG, BUT RATHER, ON HOW TO IMPROVE THEIR PERFORMANCE – SO THAT THEY CAN OPERATE ACCORDING TO THE SPUR STANDARDS.

It is important that you instil good habits in the TRAINEES to ensure that their mistakes are rectified A.S.A.P. and not repeated.

Suggestive Selling – Part 1: Being Suggestive:

Practical AssessmentSheet

Assessor: / Trainee:
I.D. Number:
Assessment Date: / Store:
Marks Scored: / % Scored

Assessment Criteria:

Note to Assessor:
When assessing your waitrons’ general service skills – refer to your “10 Steps of Service” Role Play Check Sheets (Module 1: Tape 2)
CHECKLIST / YES / NO
The waiter carries out the following, whilst serving a table of guests.
GREETINGS:
Greets the guests in a friendly, positive and polite manner. Big smile. /  / 
Is able to greet guests in the guest’s language. /  / 
Introduces himself/herself to the guests. /  / 
Offers the guests a service commitment; ensuring good service. /  / 
VERBAL COMMUNICATIONS:
Speaks with a strong volume, shows confidence in themselves and their products. /  / 
Speaks slowly and clearly to guests, ensuring that guests don’t feel rushed during their visit. /  / 
Varies the tone (pitch) of his/her voice to express enthusiasm and excitement about their suggestions. /  / 
Pauses often whilst speaking, allowing guests to create clear pictures of the products in their mind. /  / 
BODY LANGUAGE:
Easily describes menu jargon to guests. (guacamole, Lazy, etc) /  / 
Maintains good posture at the table. /  / 
Uses hand gestures to describe products or maintains open palms and unfolded arms during the table visit. /  / 
Refrains from touching their face or head whilst dealing with guests. /  / 
Maintains direct, but soft eye contact. /  / 
Total of this page____/13
Gives all guests eye contact, throughout each visit. /  / 
PRODUCT DESCRIPTIONS:
Displays honest and genuine behaviors while suggesting menu items. /  / 
Offers to take a drinks order. E.g. “Could I offer you something soft to drink or something from the bar” /  / 
Suggests nibblers for the table and uses descriptive “juicy” words to describe suggestions. /  / 
Points out hanging posters and table talkers when suggesting the relevant meals. /  / 
Descriptions are kept short and sweet. K.I.S.S. /  / 
Does not pressurize guests into buying suggested menu items. /  / 
Total of this page____/07

Suggestive Selling – Part 1: Being Suggestive Assessment Scores:

Total of page 2 –13 / Trainee’s Score / = / marks
Total of page 3–7 / Trainee’s Score / = / marks
Test Total: / / 20
Test % / = / %

This Trainee needs to improve in the following areas in general:

Feedback was given to the Trainee on: [DATE:]
Signatures:
Assessor: / Trainee:
Note to Assessor:
Please do not forward this to your training department until the trainee has scored 90% + for this assessment and 85% + for the written exam & multi choice questionnaire.
In order for a certificate to be issued the above mentioned documents will need to be forwarded to the Training Department with the completed Tracking sheet.