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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

Greeting and First Impression

Uses a clear, friendly greeting within a reasonable response time and sets a positive tone.
Voice is audible, courteous, and easy to understand through the speaker.
Uses approved guest-facing language throughout the interaction.

Order Accuracy and Repeat-Back

Restates items, sizes, modifiers, and quantities without omission or substitution.
Captures allergies, substitutions, sauces, and other guest requests correctly.
Uses appropriate questions to resolve unclear items before finalizing the order.
Observed order entry matches the guest's spoken order and repeat-back.

Suggest-Sell and Upsell

Offers a relevant add-on, combo, side, dessert, or beverage suggestion when appropriate.
Suggestion matches the guest's order and does not feel forced or off-script.
Uses brand-approved phrasing and avoids pressure tactics.

Guest Experience and Shift Readiness

Maintains composure during corrections, questions, or busy periods.
Demonstrates readiness to operate the order point independently with minimal assistance.
Select whether the crew member is approved to work solo at the order point.

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