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Run: Drive-Thru Order Taker Certification Scorecard

Use this live observation scorecard to certify drive-thru order takers on greeting, repeat-back, suggest-sell, and shift readiness before they work solo.

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Certification Details

Crew member name

Store location / unit number

Date and time of live observation critical (required)

Trainer / evaluator name critical (required)

Greeting and First Impression

Greets guest promptly and professionally critical (required)

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 critical (required)

Uses approved guest-facing language throughout the interaction.

Yes No N/A

Order Accuracy and Repeat-Back

Repeats back the full order accurately critical (required)

Restates items, sizes, modifiers, and quantities without omission or substitution.

Confirms special instructions and modifications critical (required)

Captures allergies, substitutions, sauces, and other guest requests correctly.

Yes No N/A

Asks clarifying questions when needed

Uses appropriate questions to resolve unclear items before finalizing the order.

Order entry accuracy observed critical (required)

Observed order entry matches the guest's spoken order and repeat-back.

Yes No N/A

Suggest-Sell and Upsell

Uses at least one appropriate suggest-sell opportunity critical (required)

Offers a relevant add-on, combo, side, dessert, or beverage suggestion when appropriate.

Yes No N/A

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 critical (required)

Uses brand-approved phrasing and avoids pressure tactics.

Yes No N/A

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 critical (required)

Demonstrates readiness to operate the order point independently with minimal assistance.

Yes No N/A

Final certification decision critical (required)

Select whether the crew member is approved to work solo at the order point.

Note (optional)

Evaluator Sign-Off

Evaluator comments

Crew member acknowledgment signature critical (required)

Evaluator signature critical (required)

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