TEAM TRAINING

Note: This guide is made for the intent to help stores with the activation process and is operationally focused to get restaurant teams ready.

Prepare

Schedule a training session in advance to train your restaurant team.
Order packaging and POP a week prior to your training session.
Order packaging and POP a week prior to your training session.
- Refer to “Getting Started” on page 4 of Catering Guide for a complete list of what to order.
Access training materials under the Promotions tab on TeamKFC or go to RedBox to purchase.
Familiarize yourself with the catering program and the training materials:
- Catering Guide
- Job Aids
- Order Form
- Catering SLP
- Learning Zone Tracks

Show & Tell

Catering Basics

Talk about what catering is and how it will effect each person in your restaurant.
Review the catering menu and all offerings.
Have menu handouts for each team member so that they can easily follow along.

Marketing

Discuss main catering customer groups: social and business-to-business
- Ask team members to provide examples of each
Discuss what makes a great catering restaurant: accurate orders, knowledgeable staff, friendly service, convenience/speed
- Ask team members to provide their experiences (good and bad)
Discuss ways you can drive catering within your restaurant.
Discuss the purpose of the in-store Catering Display and how it should be presented.

Receiving Orders

Inform that only RGMs or the MOD should take a catering order.
Discuss how CSTMs should be able to answer customer inquiries.
- Suggestive selling
- Guidance on how much food to order per person
- Review order form with CSTMs so that they are familiar with the content to help answer questions

Preparing Product

Review prep work that needs to be accomplished prior to the day of a catering order.
Discuss when to begin preparing product for an order.
- Reference the worksheet on the back of the order form

Packing Product

Review each piece of packaging and share its use.
Discuss the amount of product that goes into each container and demonstrate how to pack it (while referencing job aids):
- Chicken on the Bone – Original Recipe, Extra Crispy, and KGC (show in small and large catering pans)
- Tenders and Wings (show in small and large catering pans)
- Original Recipe Bites
- Side Items (show in small and large catering side containers)
- Biscuits
- Individual Meal
Demonstrate how to pack pans and containers into catering box and/or bag.
Discuss what condiments, plates, and plasticware to add for each order.
Discuss importance of execution and being very intentional that every order is fulfilled and packed correctly.

Guided Practice

Have team members demonstrate the following responsibilities

Customer Interaction

Answering the phone for a catering order
Handling customer questions about the menu
- Give specific questions for CSTMs to answer
Suggestive selling and being able to provide menu recommendations
Ringing an order
Giving catering order to customer

Preparing Product

Packing Product

Follow-Up

Track training completion to ensure that every team member has been trained on the catering program.
Continually quiz team members to check for understanding.
Continually highlight the importance of perfect execution and exceptional customer service.
Observe execution of catering orders and coach when necessary.
Hold a team huddle after large catering orders to discuss what went well and where there is room for improvement.

Catering Rollout Presentation

KFC US has developed a Catering rollout presentation, which can be referred to for training your teams Please click here to download Catering Rollout

WHO CAN DELIVER

A food safety certified team member or manager must be present during the delivery.
Driver must be 18 years or older and meet requirements, such as background check, vehicle inspection, etc.
- Check with insurance company to make sure you have proper coverage to offer catering delivery.
- Vehicle should be clean and free of trash or any other potential contaminants.
Person delivering must be in proper KFC uniform.
Be sure you have the appropriate mileage reimbursement and tips process in place.
Must be able to lift up to 50lbs.

General Driving

Follow these driving tips as you drive to and from your catering delivery destination:

Wear your seat belt at all times. Know the traffic laws and follow them at all times.
Know the traffic laws and follow them at all times.
Drive within the posted speed limits at all times.
Avoid fast starts; accelerate slowly.
Ensure delivery items are secured in your vehicle so that they do not shift or tip over while driving, and so you are not distracted by its movement.
Look behind (turn your head) when backing up, and back up slowly.
Use your turn signal at least 5 seconds before turning or changing lanes.
Scan the road ahead and antici¬pate stopping situa¬tions. Come to gradual stops rather than fast stops whenever possible.
Yield the right of way to traffic and pedestrians when entering a street from a driveway.
Don’t Tailgate. Keep a safe distance between you and the vehicle ahead. Follow the 2-second Rule: Allow at least two seconds between the time the vehicle in front of you passes a stationary object (ex. tree or sign) and the time you pass it.
Watch for children, pedestrians and bicycles.
Pull over to the right and stop for emergency vehicles.

Extreme Weather

Follow these driving tips as you drive to and from your catering delivery destination in inclement weather:

Use extra caution when driving on wet or icy roads. This includes accelerating slower, taking turns slower, stopping sooner, and keeping extra distance between you and the car in front of you.
Keep car windows free of ice, snow, and condensation.
Drive with the headlights on when it’s raining.
Prepare your car in advance for inclement weather: umbrella, ice scraper, etc.

Handling a Car Accident or Injury

Do not admit fault.
Do not leave the scene or move your vehicle.
Call the police and arrange for emergency help, if needed.
Trade the following information with the other driver:
- Name and address
- Driver’s license number
- Model, make, and color of vehicle
- Insurance company and policy number
Get the names and addresses of witnesses.
Report the accident to your MOD as soon as possible.
Obtain a copy of the police report.

Robberies

Cooperate with the robber. Do not try to be a hero.
Stay calm.
Call the police and arrange for emergency help, if needed.
Look for identifying information about the robber:
- Height, weight
- Age
- Hair color
Try not to leave with the robber. You are less likely to be harmed if you stay in public view.
After a robbery:
- Leave the location quickly
- Call the police immediately
- Call your Manager