PHONE BASED ORDERS

Answering the phone is often the first touch point your restaurant will have with a catering customer, so it’s important to make a great first impression. Ensure that your restaurant team knows how to interact with customers, what information you need to ask, and how to answer questions about catering menu offerings.

Remember, only Catering Leaders or Managers should take catering orders. If a Team Member answers the phone, direct them to place the customer on hold and get a Manager.

Tips!

• Some restaurants may set up a dedicated catering phone number to help centralize catering orders and avoid missed opportunities. Make sure the phone number is correct in the store locator on www.KFC.com – if it isn’t, contact your franchise administrator.
• If your restaurant is using a cordless phone, bring the phone out of the office so you can hear it ring and so that it is easily accessible.

PHONE BASED ORDERS

Know the Menu

• Know the catering menu and be able to inform customers of their options.
• Suggest additional items that would complement a meal, such as beverages or desserts.
  • Encourage at least 2 sides with every order to provide variety.
• If a customer is not sure how much to order, follow these guidelines:
  • Recommend 2 pieces of chicken per person.
  • Recommend 3 pieces of chicken for big eaters (for example, sports teams)
  • Small sides feed approximately 10 people.
  • Large sides feed approximately 20 people.

Use Good Phone Etiquette

• Answer the phone with a pleasant greeting.
  • o Example: “Hello! Thank you for calling my KFC, my name is Mike, how may I help you today?”
• If you need to check something about the order, always place the customer on hold so that they do not hear restaurant background noise.
• Always be polite and friendly – customers can tell if you’re smiling, even through the phone.
• Keep the conversation professional. Avoid personal conversations or talking negatively about another KFC or competitor

PHONE BASED ORDERS

Sample Phone Script

Answer Phone

• “Hello! Thank you for calling my KFC, this is Mike, how may I help you?”
  • If a team member answers the phone, direct them to get a manager to take the order.

Get Customer Information

• “May I please get your first and last name, and your phone number?”
  • Record the information on the catering order form.

Ask for the Date/Time that Order is Needed

• “When will you want this order ready?”
  • Record the information on the catering order form.

Take Order

• “May I have your order?”
  • Record the information on the catering order form.

Make Suggestions

• “May I suggest ________ to help complete your order?”

Repeat Order

• “You have ordered ________. Is that correct?”
  • If there are any errors, make corrections and repeat the order again.

PHONE BASED ORDERS

Give Total and Confirm Date and Time

• “Your total comes to _________ and that will be ready at (date/time).”

End Call

• “Thank you for calling our KFC. We look forward to seeing you on (date) and (time). Bye!”

Order taking watch-outs

• If your restaurant offers delivery for catering, ensure that every customer is asked if the order is for pick-up or delivery.
• If a customer chooses delivery for their catering order, explain your restaurant’s payment process to the customer in advance.
  • If payment is allowed upon delivery and not required in advance, let the customer know of acceptable payment types and be prepared to accept them.
  • Inform the customer if there are any delivery fees.
• For all delivery orders, ask the customer if they need the buffet set upon delivery.

ONLINE ORDERING

Given below are examples of catering website from KFC US and KFC Australia. You may check these websites for reference

KFC US : http://www.gokfc.com/catering/

KFC Australia : http://kfc.com.au/bucket/?catering=showCatering

WHAT IF YOU HAVE PROBLEMS FULFILLING AN ORDER?

Ideally, we want to fulfill every catering order that we receive, but sometimes it is just not possible. Sometimes constraints or requests for very large orders are something that your restaurant may not be able to accommodate. Review the problem below and know how to interact with customers when tough situations arise.

Problem

A customer calls on a Thursday morning, places a catering order for 100 people and needs it for dinner on Friday. Your restaurant does not have enough chicken to fulfill the order and still support base business. Your next delivery isn’t until Saturday morning. What should you do?

Possible Solutions

• Check with a nearby KFC to see if they are able to assist with the order.
• Call your distribution center to see if a special delivery can be arranged to get product to your restaurant prior to the catering order.
  • While you look into possible solutions, let the customer know of the issue. For instance: “Ma’am, I’ll need to confirm that we are able to fill this order since Friday is so close.
    May I give you a call back in the next hour to confirm?”

WHAT IF YOU HAVE PROBLEMS FULFILLING AN ORDER?

Result

• If you are able to fulfill the order, call the customer back and let them know. Confirm the order information and pick-up date/time again for accuracy.
• If you are not able to fulfill the order:
  • Call the customer back immediately so that they can make alternate arrangements. Say something like, “I’m so sorry ma’am, but our KFC will not be able to fulfill your catering order. This is a large order and we would need 48 hours to ensure we have everything for your order in our restaurant. I do apologize.”
  • Depending on the situation, you may want to ask additional questions and/or offer alternate solutions. For instance, find out if the date for the order can be moved, provide the food quantity that you CAN produce, etc.
• Offer the customer an incentive to come back and get KFC catering at a later date for their inconvenience. Offers can vary, but may include a small catering side or giving 10% off their next catering order. This is a great way to make sure they come back and continue to order from your restaurant’s catering program.