Drive-Thru Order Taker Certification Scorecard

Live shift observation scorecard for certifying drive-thru order takers on greeting, upsell, repeat-back, and suggest-sell performance before they work solo at the order point.

Certification Details

• Crew member name
• Store location / unit number
• Date and time of live observation
• Trainer / evaluator name

Greeting and First Impression

• Greets guest promptly and professionally
  Uses a clear, friendly greeting within a reasonable response time and sets a positive tone.
• Uses appropriate tone, volume, and pace
  Voice is audible, courteous, and easy to understand through the speaker.
• Maintains professional language and avoids slang
  Uses approved guest-facing language throughout the interaction.

Order Accuracy and Repeat-Back

• Repeats back the full order accurately
  Restates items, sizes, modifiers, and quantities without omission or substitution.
• Confirms special instructions and modifications
  Captures allergies, substitutions, sauces, and other guest requests correctly.
• Asks clarifying questions when needed
  Uses appropriate questions to resolve unclear items before finalizing the order.
• Order entry accuracy observed
  Observed order entry matches the guest's spoken order and repeat-back.

Suggest-Sell and Upsell

• Uses at least one appropriate suggest-sell opportunity
  Offers a relevant add-on, combo, side, dessert, or beverage suggestion when appropriate.
• Upsell recommendation is relevant to the guest order
  Suggestion matches the guest's order and does not feel forced or off-script.
• Offers menu items using approved language
  Uses brand-approved phrasing and avoids pressure tactics.

Guest Experience and Shift Readiness

• Handles guest interaction confidently and calmly
  Maintains composure during corrections, questions, or busy periods.
• Follows drive-thru workflow without prompting
  Demonstrates readiness to operate the order point independently with minimal assistance.
• Final certification decision
  Select whether the crew member is approved to work solo at the order point.

Evaluator Sign-Off

• Evaluator comments
• Crew member acknowledgment signature
• Evaluator signature