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INTRODUCTION

FOUR STEP TRAINING METHOD

SWITCHBOARD RESPONSIBILITIES

HANDLING GUEST COMPLAINTS

ASSISTING SPECIAL NEEDS AND HEARING IMPAIRED GUESTS

SWITCHBOARD CHECKLIST

FINAL EXAM

CONTENTS

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INTRODUCTION

WELCOME TO THE SONIC STAR PROGRAMKeep in mind, as you follow this guide, that you are a team member, and as part of a team, you

are responsible for more than your own station. A good team member will learn how to help

other stations and strive to qualify for those stations as well.

In this STAR Guide, you will find information needed to work the Switchboard position at Sonic.

The Switchboard is not only where orders are taken, it is the first contact our guests have with

Sonic. It is important to respond promptly, within 10 seconds, and greet them in a friendly, polite

and helpful manner. A good way to remember these very important points is to treat your guests

in the same way as you would like to be treated.

To be certified in the Switchboard station you will need to complete:

• Guest Service e-STAR Course

• This Training STAR Guide

• Proficiency Checklist

• Certification Test

• Watch Training Videos

• Sonic Safe Training Video Course

• Joe Zacher Food Safety Training Video Course

• Hands on Experience

All Sonic crew members must also be certified in Sonic Safe™, Sonic’s food safety and sanitation

program. To be certified you must complete the Sonic Safe e-STAR Course.

See Guest Service e-STAR Course for Appearance and Uniform Standards

and Sonic Safe e-STAR Course for Sonic Safe procedures.

As you follow the entire training process,

remember the Sonic Mission Statement:

TO BECOME AMERICA’S MOST

LOVED RESTAURANT BRAND

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PREPARE: REVIEW ALL MATERIALSThe trainer must:

• Be well prepared, organized, and set-up for the trainees success!

• Have all materials ready in advance and be comfortable that you as a trainer

understand the materials as well as the required results. If not, then study and

practice before you train!

• Put the trainee at ease.

• State what the trainee will actually be doing.

• Explain the importance and relevance of the task(s).

DEMONSTRATE: SHOW AND TELL• Through proper communications; VERBAL (What you say), VOCAL (How you

say it), and VISUAL (Show them), demonstrate the required procedure(s) and

expected results!

• Use simple words when explaining and keep them consistent to the training

materials.

• Explain step by step what you are doing as you demonstrate.

• Don’t assume the trainee understands, ask probing questions.

• Point out safety measures and possible difficulties.

PRACTICE: PERFORM WITH SUPERVISION• Ask the trainee if they have any questions and if they are ready to try the task(s).

• Practice the demonstrated procedure(s) as often as needed to achieve the

required results! Remember repetition in training is the key to long term results!

• Stay with the trainee during their practice performance.

• Give feedback to trainee throughout the training process as to how they are

doing and provide positive or corrective feedback as needed.

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FOLLOW-UP: TRAINER TESTS FOR KNOWLEDGE• “Check-Back” on the trainee often throughout the process and after the

training has been completed to ensure that procedure(s) as well as results are

ongoing as required!

• Have the trainee critique their own practiced performance.

• Provide any additional feedback – positives, opportunities, and end on a

positive.

• Trainee should be tested for skill comprehension by way of written testing and

proficiency testing.

• When ready, assign the trainee to perform the task(s) on their own.

Trainees only retain 20% of what they hear, 50% of what they hear and see,

but retain 90% of what they hear, see, and do!

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SWITCHBOARD RESPONSIBILITIESIn the Switchboard Position, the tone of your voice plays a crucial role in effectively welcoming

guests to your Sonic Drive-In. It is important for the Switchboard Operator to display confidence

and familiarity with all products and the ordering system; this allows the guest to know that you

are willing and eager to take their order. An important rule to remember is “be friendly in your

greeting to the guest so that they can hear a SMILE in your voice.”

THIS IS ACCOMPLISHED BY:1. Adjusting your speaker volume and method to fit each guest. Note: Hold speaker button

down 1 second prior to speaking.

2. Respond to guest within 10 seconds or less.

3. When taking orders, express a “sense of urgency”, but do not rush. Likewise, never rush the

guest when they are placing an order.

4. When in doubt, ask questions for understanding or for clarifying an order.

5. If a guest is having difficulty placing the order, have a carhop or manager go to the car to

assist them.

6. Be aware that getting the details of the order right will ensure order accuracy.

THE ELEVEN STEPS OF SWITCHBOARD SERVICE ARE:1. Greeting the Guest

2. Recording the Order

3. Clarifying the Order

4. Suggestive Selling

5. Finalizing the Order

6. Close Order and Wrap-Up

7. Manual or Hand Order Taking

8. Handling Complaints

9. Patio Procedures

10. Special Requests

11. Phone Orders

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1. GREETING THE GUESTRemember to keep a SMILE in your voice! Greeting should be warm, friendly and clearly

understood. Greeting should include mention of Sonic and/or name of Switchboard Operator and

an offer to take guest’s order.

Sonic Standard is to respond to the guest within 10 seconds.

EXAMPLES OF ACCEPTABLE GREETINGS

“Thank you for making my Sonic your Sonic, may I take your order?”

“Thank you for choosing Sonic, this is ____” or “I’m ____, may I take your order?”

“Welcome to Sonic. This is ____, can I take your order please?”

EXAMPLES OF UNACCEPTABLE GREETINGS

“Order please.” WHY: Too short and curt

“Hi, may I help you?” WHY: Absence of Sonic Brand Identification

“Can I help you ma’am/sir?” WHY: Never refer to gender; you could guess wrong!

2. RECORDING THE ORDER1. Start the POS System by holding speaker button down 1 second prior to speaking.

2. Listen carefully to what the guest is saying.

3. Key the items into the POS system.

3. CLARIFYING THE ORDER1. Repeat the order to the guest for accuracy.

2. Clarify the order and “suggestive sell.”

3. Close the order by giving the guest the total of the order.

EXAMPLES OF CLARIFICATION ARE:

“You’ve ordered a SuperSonic Cheeseburger with Mayo, Ketchup and Mustard, is that correct?

“That’s a Footlong Chili Cheese Coney and a Cherry Limeade. Would you like to make your

Cherry Limeade a Rt. 44?”

“You have ordered a Sonic Cheeseburger Combo. Would you like fries or tots with your

combo?”

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IN ANTICIPATION OF QUESTIONS, KNOW THE MENU AND BE PREPARED TO:

• Explain the menu items and know how they are prepared.

• Explain the various specials or promotions.

• Help a guest’s hesitancy by offering helpful suggestions on menu items, etc.

• End with suggestive selling, when appropriate.

4. SUGGESTIVE SELLINGDefinition: Suggestive selling is practiced by nearly all competitors and is a consciously planned

effort to help the guest complete their order. Note: Only attempt one suggestive sell per

order.

EXAMPLES OF WHAT TO SUGGESTIVE SELL:

1. “Add-ons”. Adding an ingredient to a menu item, (i.e., cheese, bacon, jalapenos, etc.). “Would

you like bacon on your Sonic Cheeseburger?”

2. Increase size. Increase the size of a menu item ordered. “Would you like to make that drink a

Rt. 44 today?”

3. Offer menu items. Offer an additional menu item, (i.e., side item, drink, dessert, etc). “Would

you like an order of handmade Onion Rings with your Chicago dog today?”

IMPORTANT: Let the guest’s voice be your guide when suggestive selling. If a guest says “that’s

all” or uses the phrase, “I don’t want anything else”, do not try to suggestive sell as the guest has

just indicated to you his/her preference. Likewise, never interrupt a guest to suggestive sell.

5. FINALIZING THE ORDERIf a guest orders a single sandwich item, a side item, and a soft drink, this is the appropriate time

to offer the guest a Combo Meal.

EXAMPLE: “May I suggest you try the Sonic Cheeseburger Combo? By ordering the Combo, you

can save money.”

Apply all applicable discounts.

For order accuracy, repeat the entire order and state the total.

EXAMPLE: “That’s a Sonic Cheeseburger with mustard, large onion rings and a large Diet Coke.

Your total is $5.57.”

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6. CLOSE ORDER AND WRAP-UPIt is important to always end the transaction in a positive manner by thanking the guest.

SUGGESTED CLOSINGS:

“Thank you for coming to Sonic today, please enjoy your meal.”

“Thanks for coming to Sonic. We’ll have your order right out, have a great day.”

7. MANUAL OR HAND ORDER TAKINGShould the POS Machine not function, follow these procedures (refer to POS Crash Kit):

1. SMILE - relax and don’t panic.

2. Explain the situation to your guests while thanking them for their patience and understanding.

3. Use manual Guest Tickets to take the order.

4. Always record and circle the stall number first.

5. Follow all other standard procedures for taking the order.

6. Record the items on the Guest Ticket.

7. Have a menu available for pricing reference.

8. Have a calculator available.

9. Total the order.

10. Have a local/state “tax chart” available to calculate the appropriate tax.

PROCEDURES IF POS MALFUNCTIONS AT THE DRIVE-THRU

Should the POS system malfunction and quit working at the drive-thru, follow these procedures

for servicing your guests:

1. Place written notice on the Drive-Thru Speaker (Post) that the order system is currently not

functioning with instructions to proceed to the drive-thru window or to a stall and someone

will assist them in placing their order.

2. Remember to SMILE, relax and don’t panic; be prepared to greet and handle the guest at the

window.

3. At the drive-thru window, explain the situation to your guests while thanking them for their

patience and understanding.

4. Use Manual Guest Tickets to take the guest’s order.

5. Follow all standard procedures for taking the order.

6. Have a Menu available for pricing reference.*

7. Have a calculator available.*

8. Have a local / state “tax chart” available to calculate the appropriate tax.*

9. Total the order.

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10. Repeat the order to the guest, hand them their order and give them a written receipt, (if

applicable).

11. Thank the guest for their order and their understanding of the situation and invite them to

return to Sonic.

*These items should be pre-assembled in a plastic box labeled as POS Crash Kit.

8. HANDLING COMPLAINTSWhen handling guest complaints, view this as an opportunity to retain individuals as Sonic guests!

Following these guidelines, you are empowered to resolve the guest’s problem! Remember and

use B. L. A. S. T. – a 5 step process of successfully solving a guest’s complaint / problem.

B. L. A. S. T. stands for:

• BELIEVE when a guest has a problem. If it is a problem to them, then it is a problem to us.

• LISTEN when a guest has a problem. Listening is the highest form of courtesy.

• APOLOGIZE for the mistake even when it was not your error. Remember – the guest just

wants the problem corrected,

• SOLVE the problem, take care of it immediately. If you need to, bring the manager in to

solve the problem. Always keep the manager informed!

• THANK the guest for bringing the problem to your attention, Check back with the guest to

ensure everything is alright.

• Listen to what the guest is saying. Be patient and express genuine concern.

• Always assure the guest that the problem will be addressed immediately.

• Never argue with a guest. Instead, say “What can I do to solve this problem?”

• Always inform and communicate to management the nature of the guest’s complaint.

• Embrace the theory that the “guest is always right.”

• Put a SMILE in your voice and say “Thank You.”

REVIEW QUESTIONAlways keep a ________________________in your voice.

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9. PATIO PROCEDURESProviding quality food and beverages to the patio area is no different than accepting orders from

and delivering to Sonic’s stalls. To ensure that Sonic’s guests have a great experience, each time

they visit, use these patio procedures:

1. It is important that the Switchboard Operators and Carhops know the numbers of the Patio

Menu Boards.

2. Once the Switchboard Operator has taken an order from the patio, the operator informs the

guest of their order number, states the order total, and tells the guest that a carhop will be

right out with their order. When possible in peak periods, manually record the guest’s name to

prevent confusion of order delivery.

3. When delivering the order, the carhop walks toward the Patio Menu Board from where the

order was placed and in a strong and cheerful voice announces the order number.

4. When the guest is identified, the carhop should deliver the order with a “sense of urgency”

and a SMILE by repeating the order to the guest, collecting the money and closing the

transaction. When the transaction is completed, thank the guest and invite them back.

10. SPECIAL REQUESTContinuing Sonic’s quest to become “America’s Most Loved Restaurant Brand”, you will receive

requests from guests for specially prepared food, beverage, or frozen favorite items. If at all

possible, honor these requests. If you are not able to honor the request, be courteous when

responding to the guest and explain why you are not able to provide the item. At this time, you

can offer an alternative item.

EXAMPLE: “I’m sorry, we are unable to make your requested product. Can I suggest one

of our other frozen dessert items? How about a banana split or a hot fudge sundae?”

11. PHONE ORDERSCall-in Phone Orders should be handled no differently from a standard order received from a

guest already on the lot. However, there are some distinct differences that have to be accounted

for:

1. Answer all phone calls with a pleasant voice and in a courteous manner.

2. The Switchboard Operator asks the guest what time they expect to arrive at the Drive-in to

pick up their order. Ask for a contact phone number for

follow-up if necessary.

3. The Switchboard Operator communicates to the kitchen that this is a call-in order and what

time the guest expects the order will be ready for pick-up.

4. The kitchen team, with guidance from the manager in charge, decides when to start making

the call-in order.

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5. Once the order is complete, it should be bagged and made ready for delivery; (be sure to

include all appropriate utensils, condiments, etc., with each order). All drive-ins should have

a designated holding area for call-in orders. Many stores hold hot food under the heat lamps

at the bagging station. Drive-ins with a large number of call-in orders or those that use the 8

Tray System should use a separate heat element/holding area.

6. Once the guest arrives, re-check the order for accuracy, then deliver with a “sense of

urgency” and a SMILE.

SONIC SERVICE GOALS

STALLS LESS THAN 3:30 MINUTES

DRIVE-THRU LESS THAN 3:00 MINUTES

DRINK ONLY LESS THAN 2:00 MINUTES

CRITICALLY LATE TICKETS

Our goal is to make every effort as a team to get all orders to EVERY guest within the Service

Time Goals outlined above. In some cases, orders may not always reach our guests within these

service time goals and will become what are known as late tickets. Critically late tickets are

orders above five minutes. The five minute time frame becomes critical because studies have

shown that this is the point where our guests can become frustrated and are less likely to return.

Through proper teamwork and communications EVERY effort must be made to prevent any guest

orders from reaching this point.

REVIEW QUESTIONWhat are the three main areas of suggestive selling?

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ASSISTING SPECIAL NEEDS AND HEARING IMPAIRED GUESTSAt Sonic, every guest is important as we strive to provide “Service with the Speed of SoundSM®”,

quality products and a pleasurable dining experience for all! Some guests may have special needs

and, therefore, it is especially important for the Switchboard and Carhop Positions to be trained

and alert to recognize these needs.

SPECIAL NEEDSForms of disabilities that could require special assistance include: speech, language, and hearing

impaired; visually impaired; individuals in handicapped equipped vehicles; and individuals who use

handicap aids or service animals. Note: This list is not inclusive of all disabilities and every

effort should be made to assist these and others who might require extra attention at the

drive-in.

Some guests with hearing or speech disabilities may need to communicate to the Switchboard

Operators or Carhop with or without using speech. Their method of communication can vary

depending upon their disability. For example, some people who are deaf hearing impaired are

able to use speech, but are unable to understand spoken words, while others may not be able

to communicate with speech at all. These individuals may require extra time to complete their

orders and may require additional attention by the Switchboard Operator and/or Carhop. When

communication by speech is not possible, communication can be handled with pen and paper by

exchanging written notes.

Switchboard Operators and Carhops should be trained and made aware of the need to use both

speech and pen and paper as necessary. Drive-ins should have Mini Menus in their Disaster

Preparedness Kits that can be used to enable impaired special needs guests to review and use in

ordering.

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IDENTIFYING SPECIAL NEEDS GUESTSAs the Switchboard Operators and Carhops are the “ears and eyes” of the drive-in, these

positions should always “focus” on guests on-lot and their needs; this includes stalls, (the

handicap accessible stalls in particular), the patio area, and the drive-thru.

The following are some “Best Practice” techniques that can be used to help identify and assist

guests who may require additional attention:

1. Often individuals with disabilities will choose to utilize the patio areas or the drive-thru

so that they can communicate one-on-one with the Switchboard Operator or Carhop. The

Switchboard Operator and Carhops should be alert to these guests and assist them when and

as needed.

2. Be observant of guests who park in designated handicapped spaces. Often these individuals

will require additional attention and assistance!

• The Switchboard Operator should take note that the order is coming in from the

handicapped stall and then diligently “listen and watch” for signs that the guest might need

extra help with ordering.

• Likewise, Carhops should take note of the handicapped spaces (stalls) and watch for

physical signs, movement, or activities that signify that this guest might require additional

assistance.

3. Watch the lot for obvious physical signs, movement, or activities that signify that a guest

needs assistance. Example include:

• Guest flashes car lights to signal for attention.

• Guest honks the vehicle’s horn.

• Guest uses hand signs or hand movements to signal for attention.

• Guest strives or motions to make eye contact or speech movement.

• Guest pushes a special, wireless button (if already available at the drive-in) in the handicap

accessible stall that sends a signal inside the drive-in alerting the crew to the guest’s needs

for ordering assistance.

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4. Install equipment aids (which may include updated menus with expanded handicap assistance

directions, the wireless button system (if available) and stall/drive-thru stickers or placards).

Always maintain adequate supplies of pens and paper, Mini Menus (which are part of the

Disaster Preparedness Kit), and the Assisted Ordering Menus (which may be downloadable

from PartnerNet for printing).

• When practicable, offer the hearing impaired special needs guest in the in the stall, on the

patio, or at the drive-thru window the opportunity to select between using pen and paper,

Mini Menus, or the Assisted Ordering Menus.

• When replacing the Menu Boards (semi-annually), install Menu Boards that feature the

expanded disability notice advising special needs hearing impaired guests to (1a) notify

a Carhop by flashing headlights, briefly honking the horn, or by monitoring with hand

gestures, (2b) preferably use handicap accessible stalls and repeat Step 1a or use a wireless

button, if already available, to signal inside the drive-in for curbside ordering assistance, or

(3c) use the drive-thru by pulling up the window to place an order.

• When practicable, affix a placard or sticker to the drive-thru speaker that advises hearing

impaired guests to pull up to the window to place an order.

• When available, install wireless buttons at the handicap accessible stalls to signal inside the

drive-in for curbside ordering assistance.

• Sonic is evaluating the feasibility of (a) installing wireless buttons at the handicapped

accessible stalls to signal inside the drive-in for curbside ordering assistance and (b) adding

an internet address to the comments section on the Menu Boards that will provide hearing

impaired special needs guests with an alternative means to using Sonic’s 866-number for

their comments.

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GUESTS WITH DISABILITIESThere are many different types of disabilities that may require Carhops to provide special

assistance to Drive-In guests. These include, but are not limited to, speech, hearing, visual, and

mobility disabilities.

Carhops should be observant when a guest parks in a designated accessible space as these are

the guests who are more likely to require additional assistance. Additionally, other spaces should

also be observed for obvious signals that a guest needs assistance. Examples include:

a. Guest flashes car lights to signal attention.

b. Guest honks the vehicle’s horn.

c. Guest uses hand signs or hand movements to signal for attention.

d. Guest is present at the menu board but is not speaking.

Some guests with hearing or speech disabilities may need to communicate with the Carhop with

or without using speech. Their method of communication can vary depending upon the guest’s

disability. For example, some individuals are able to speak but are unable to understand spoken

words, while others may not be able to communicate using speech at all. When communication

using speech or hearing is not possible, communication can usually be achieved by gesturing or

exchanging written notes. Should a Drive-In guest need to communicate using pen and paper,

Carhops should provide a pen and paper to such guests to facilitate this process. Guests who are

blind or have low vision who are passengers may not be able to read the menu board. Carhops

should promptly read the menu to these guests.

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SWITCHBOARD CHECKLISTOPEN____ Follow all Sonic Safe Procedures.

____ Wipe down, clean and sanitize work area.

____ Sweep and mop as assigned.

____ Switchboard Guide and menu present at station.

____ Check Printer Paper, refill if needed.

____ Check and stock pencil, pen and paper.

____ Have menu and current pricing available, (Crash Kit).

____ Clean and organize shelving.

____ Clean POS monitors as needed.

____ Stock all condiments and shelves as necessary.

____ Assist others as needed.

____ Be aware of current LTO offers.

____ Check and set-up headsets.

PRE AND POST RUSH READY____ Follow all Sonic Safe Procedures.

____ Wipe down, clean and sanitize work area.

____ Clean towels, sanitizer and sanitizer buckets available.

____ Sweep and mop as assigned.

____ Help support Expeditor, Fountain, and Ice Cream stations with stocking.

____ Clean POS Monitors as needed.

____ Switchboard Guide and Menu present at station.

____ Check Headset Batteries and change/recharge as necessary.

____ Bag trash. DO NOT take trash out back door after dark!

CLOSE____ Follow all Sonic Safe Procedures.

____ Hang-up headsets; leave on to drain batteries. Check Headset battery recharge station

for backup battery charging.

____ Clean up trash and debris.

____ Clean POS Monitors as needed.

____ Sweep and mop as assigned.

____ Restock station.

____ Organize area.

____ Clean and sanitize counters, shelves, and station.

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SWITCHBOARD EXAM

1. Which of the following is not one of the five steps of Switchboard Service?

A. Close Order and Wrap-up B. Recording the Order

C. Rushing the Customer D. Clarifying the Order

2. In anticipation of questions, know your menu and be prepared to ____________.

A. Explain specials

B. Suggestive Sell

C. Remember all possible drink combinations

D. A and B

3. In Switchboard position, __________ is crucial.

A. Skating B. Multi-Tasking

C. The tone of your voice D. Knowing your customer’s name

4. When suggestive selling, let the guest’s ___________ be your guide.

A. Look B. Voice C. Mood D. Demeanor

5. The Switchboard must be answered within __________ seconds.

A. 15 B. 25 C. 20 D. 10

6. If a guest orders an item that the drive-in does not have or cannot make, advise the guest

to ______________________.

A. go somewhere else

B. not to come back

C. come back later

D. perhaps order another item, suggesting an alternative

7. Smiling when you talk helps your voice sound __________.

A. professional B. friendly

C. rushed D. all the above

8. At Sonic, every guest is important, including guests with ______________.

A. special needs B. hearing impairments

C. handicaps D. all of the above

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9. If a vehicle pulls in and has trouble ordering, you should __________.

A. send a manager B. send a carhop

C. A and B D. wait

10. To prepare yourself for questions while running the switchboard, you should __________.

A. have a manual close by B. know the menu

C. have a manager close by D. dance a jig

11. The A in B.L.A.S.T. stands for __________.

A. apple B. appropriate

C. annoying D. apologize

12. When handling a problem, you should never __________ a guest.

A. give in to B. argue with

C. turn away D. give away food to

13. When a guest has a problem, all they want is __________.

A. to have some fun B. to yell at you

C. the problem corrected D. you to go away

14. Only one __________ per order.

A. shake B. suggestive sell attempt

C. smile D. thank you

15. What is the first step in correcting a problem?

A. Believe B. Getting some napkins

C. Apologizing D. Listening

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