BASIC KNOWLEDGE Q & A
1. What is customer maniac?
➢ To deliver 100% CHAMPS with a yes attitude
➢ To do the ordinary things in extra ordinary way
➢ To go one step forward from Customer’s Expectation
2. What is Moment of Truth? What are the 10 Moments of Truth?
➢ Moment of truth is an opportunity to ”touch” the customer- to demonstrate customer mania-and make
a huge impact on overall experience. It can be negative or positive
1. Greeting
2. Seating
3. Taking the order
4. Serving drinks
5. Serving the appetizer
6. Serving the main course
7. Follow-up after the main course
8. Offering the dessert
9. Serving the dessert and asking for payment
10. Clearing the dessert, Taking payment & thanking
3. What is C.H.A.M.P.S?
➢ CHAMPS is the minimum expectation of customer from us
C: Cleanliness
H: Hospitality
A: Accuracy
M: Maintenance
P: Product quality
S: Speed of service
4. What is Mystery Check? Why it is important?
➢ It is champs check which is taken deeply mostly focus on hospitality
➢ It is important because it help us to find out where we are lacking behind
5. What are the factors that influence decision to return? How much weightage is each one of those factors
given?
➢ Service and Ambience-56%
➢ Product quality-31%
➢ Value for money-13%
6. What are HWWT-2 principals?
➢ How We Win Together
1. Believe in people
2. Be Restaurant and customer maniac....Now
3. Go for breakthrough
4. Build know how
5. Take the hill team work
6. Recognize, Recognize, Recognize
7. Under YUM Indian subcontinent how many countries are available?

➢ 5 countries
➢ India, Bangladesh, Nepal, Srilanka and Mauritius

8. What is core value?
1. Ownership
2. Customer first
3. Profitability
4. Growth
9. What is zero tolerance?
➢ Brand threat
➢ Safety for customer and people
➢ Pest activity
➢ Abused temperature, Discard product
➢ Product unavailability
10. What is our formula for success?

➢ People capability first
➢ Satisfied customers
➢ Profitability will follow
11. When was first pizza hut opened? Who opened it?
➢ 1st pizza hut was opened in the year 1958 in Wichita Kansas U.S
➢ Frank and Dan Carney were two brothers who borrowed 600 dollars from their mother and opened
pizza hut
12. When was 1st first pizza hut opened in India?
➢ 1st pizza hut was opened in the year 1996 on 19th June in Bangalore

13. What is Pizza Hut service goal?
➢ T o give every customer a reason to return

14. What is Pizza Hut mission statement?
➢ To become favourite Pizza Restaurant Brand in every country
15. What is the culture of Pizza Hut?
➢ The culture of Pizza Hut is OLIP
O: Openness
L: Loyalty
I: Integrity
P: Pro activity
16. What is Pro Activity?
➢ Pro activity means planning for the future and taking action at the present
17. What are 5 problem handling principles?
1. Never argue with the customer
2. Never let the customer go unhappy
3. Never blame any crew member
4. Solve the problem before it becomes a complain
5. Treat the customer as you would like to be treated
18. What are 7 telephone essentials?
1. Pick up the phone before 3rd ring

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Never put the customer on hold, if on hold call back within 30 secs
Put a smiling voice
Suggest one additional item apart from beverage
Repeat the order
Quote accurate time and total amount due
Thanks the customer by name

19. What are 2 common telephone turnoffs?
1. Never pick up the phone before 3rd ring
2. Always put the customer on hold
20. What are deadly sins (comb to perfection)?
1. Broken
2. Torn
3. Grows
4. Crawls
5. Stealthy & filthy
6. Stinking
7. Doesn’t work
8. Un available product

21. What is T.M.T.S?
➢ Team Member Training Score card
➢ It is a process to check whether all the team members are following all the standards, maintaining the
hygiene and are aware of basic knowledge and station knowledge.
22. How we make action plan?
➢ We make action plan by following the module of E.A.R.S
E: Explore
A: Analyze
R: Respond
S: Stick to it
23. What is pizza?
➢ Pizza is an Italian dish which is made up of flour, top cheese bottom cheese toppings and garnishing
24. What is pasta?
➢ Pasta is an Italian dish which is made up of flour, fat and oil which comes in different shapes and sizes
25. What is LAST?
➢ We follow LAST when customer complain
L: Listen
A: Apologize
S: Satisfy
T: Thanks
26. What is ERA?
➢ We follow ERA after following LAST
E: Exact
R: Repeat
A: Agreement
27. What is team of Two Process?
1. Apologize and show concern
2. Offer a solution

3. Inform the manager
4. Check back on customer’s satisfaction
28. What is DEFUSE?
➢ We follow DEFUSE when the situation of complain is out of control
D: Don’t lose your cool
E: Encourage venting
F: Focus on feeling
U: Uncover the fact
S: Suggest a solution
E: End positively by checking
29. How do we treat our customer?
➢ We treat our customer with CARE
C: Courtesy
A: Attentiveness
R: Respect
E: Enthusiasm
30. What are the symptoms of Food Borne Illness?
➢ Vomiting
➢ Diarrhea
➢ Cramps
➢ Nausea

31. What is solenoid valve?
➢ It is an in built device which regulates the oven temperature by cutting the gas link automatically
32. What is the difference between cleaning and sanitizing?
➢ Cleaning: Procedure by which all visible traces of dirt and soil grease residue are removed
➢ Sanitizing: Procedure by which an item or area is treated to eliminate or minimize germs & bacteria
33. What are the 5 food safety rules?
1. Wash your hands often
2. Sanitize all food contact area
3. Keep food out of danger zone (5*c to 65 *c)
4. Date, rotate, and eliminate (FIFO)
5. If sick, stay at home
34. What is Danger Zone?
➢ The Temperature in which Bacteria can survive and grow very rapidly is called Danger Zone
➢ It is 5*c to 65*c
35. What are the 4 accident prevention rules?
1. Clean as you go
2. Use things as they are intended
3. Respect the equipment
4. Lift heavy items properly (knee bent back straight)
36. What are the classes of fire extinguishers in the restaurant?
A. For Solid
B. For Liquid
C. For Gas
D. For Electrical

37. What is the purpose of OFR and how often is it conducted?
➢ OFR is Operation Facility Review
➢ It is a process to check that all the equipments are giving proper temperature or not. If not then call the
maintenance people to rectify it immediately.
➢ It should be taken Twice a Day.
Before 11 am & in the evening before PRP
38. What are the mopping standards?
1. Area to be blocked with “caution wet floor sign”
2. Dedicated mops to be used for different places
3. Mob to be damped in area “3M X 3M” using S-shaped motion
4. Mop trolley with correct amount of chemical to be used (suma extra 2%)
45. What is the process for effective hand wash?
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Use dedicated sink for hand wash
Water temperature should be 32*c to 38*c
Wet the hands
Apply anti-microbial soap (soft care plus) on hand from finger nails to elbow
Scrub it till 20 secs
Rinse your hand
Use hand dryer or tissue paper to dry your hand
Close the tap with tissue paper or elbow

46. What is cross contamination and how can we prevent it?
➢ When bacteria gets transferred from contaminated Food to non-contaminated food it is known as cross
contamination
➢ We can prevent cross contamination
1. By following 5 food safety rules
2. Keeping all veg and non-veg products separately
3. No evidence of pest in the storage area
4. Should have different dusters for veg and non-veg products
47. What are the storage procedures for frozen products?
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Deep freezer temperature should be -18*c to 23*c
All foods are covered or in sealed containers
No products should be kept on the floor
All products should keep at least 15cm above from floor and wall
All products must be dated immediately and transferred to appropriate areas
All products should have receiving date
FIFO/FEFO should be followed while storing products
Veg and Non Veg products should be kept separately
All expired, damaged products should be eliminated

No evidence of pest in the storage area

48. What are the standards for maintaining the dry stores?
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Dry store temperatures should be 25*c to 28*c
No products should be kept on the floor
All products should keep at least 15cm above from floor and wall
All products should have receiving date
All expired, damaged products should be eliminated
FIFO/FEFO should be followed while storing products

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All heavy products should be kept at the bottom and lighter items on top
Can products should not be stored more than 2 high
No dented or rusted cans to be stored
No evidence of pest in the storage area

49. What is thawing? What is the 3 crate method of thawing frozen products?
➢ Thawing is the process that soften the frozen products to use, and we use 3 Crate Method
➢ 1st Crate- we put product for thawing
➢ In 2nd Crate- the products are ready to use
50. How often should the pest control be completed?
➢ Every 15 days.(If pest is present in the store then every 7 days)
51.What precautions will you take while storing your packaging material?
1. All packaging materials should be kept at least 15 cm above the floor and wall
2. No evidence of pest
3. No chemical or liquid products should store near the products.
52.What is duster management?
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Bucket 1: Suma D1 Star plus (10 ltr water 10 ml star plus)
Bucket 2: Suma San (10 ltr water 10 ml Suma San)
At shift start have 2 clean dusters from each station immersed in bucket 2
Every 30 minutes take a sanitized duster from bucket 2
Sanitize food surface area, drop duster into bucket 1
Every 2 hours, have housekeepers replace both bucket with
Fresh solution, Fresh set of clean dusters immersed in bucket 2

53.What is the function of each sink in the 3 sink method of dish wash?
➢ Wash
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Use Suma Star D1 Plus (in 10 Ltr water 20 ml)
Water temperature should be 49*c to 54*c
Soak items for 3 minutes or more to loosen dirt
Wash the items with 49*c to 54*c
Scrub the items with a scrubbing brush or Teflon scrubber
Clean hot water 49*c to 54*c
Rinse the items to remove soap totally.
Use Suma San (in 10 Ltr water 10 ml)
Water temperature should be 38*c
Soak items for 2 minutes into the solution
Sanitize the items properly
Sanitize the items properly

54. How will you handle a bomb threat call?
➢ Caller’s voice- Sex, Age, Accent
➢ Speech impediment- Did you recognize the voice?
Questions to be asked

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When is the bomb going to explode?
Where is the bomb?
What does the bomb look like?
Why was the bomb placed?
What will make the bomb explode?
What is your name?
What is your address?

55. How will you handle a complaint on food borne illness?
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Express concern but do not admit liability
Written document complain. (Name, Address, Telephone No.)
Obtain sample (When and what they ate)
Ask the Manager to speak to them.

56. What will you do in case of emergency in your restaurant?
➢ In case of fire:
• Stay calm do not get panic
• Find out promptly origin of fire
• Switch off all electric circuit
• Activate fire alarm
• Vacate the restaurant
• Call fire brigade
• Go to fire assembly point
➢ In case of robbery:
• Do not try to be hero
• Be a good witness
• Do not touch anything
• Do not maintain eye contact
• Write down whatever you looked and heard
• When robbers leave call the police

57.At what time Robbery mostly take place:
➢ Before Opening
➢ After Dark
➢ At Close
➢ At the back door while emptying trash.
58. What are the Elements of Fire?
➢ Heat
➢ Oxygen
➢ Fuel
59. What are the condition require to grow bacteria?
➢ Temperature, Time, Air, Moisture and Food.

60. What are the cleaning chemicals used in your restaurant?

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Suma San - Sanitize (10 ml in 10 lt water)
Suma Star (D1 Plus) - Wash (10 ml in 10 lt water)
Suma Extra (D 2.2) - Floor, Cleaning purpose (100%)
Suma Grill (D 9) - Oven cleaning (100%)
Suma Nova- Dish wash machine (100%)
Suma Rinse- Dish wash machine (100%)
Suma Tab- Vegetable sanitize (1 tablet)
Suma Inox (D 7) - SS polish (100%)
Suma Dip (K 1) - Cutlery and Crockery & separator cleaning (2% in 1 lt)
Suma Force (D 3.5) - Pan cleaning (30%)
Suma Scale (D 5.2) - Brain Marie cleaning (10% in 1 lt)
Suma drain- Drain cleaning (100%)
R2- Glass cleaning (2% in 1 lt)
R5- room freshener (100%)
R6- restroom cleaning (100%)
Suma Total- All purpose

61. How will you calibrate Thermometer?
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Step 1: Take 200 gms of ice cubes in a clean and dry chunky glass
Step 2: Measures 100 gms of R.O water and pour into the glass
Step 3: Allow water and ice to rest for 90 seconds
Step 4: Place the Digital thermometer stem in the centre of the glass. Immerse 3/4th of the stem only &
start the stop watch
➢ Step 5: Hold thermometer for 120 seconds
➢ Step 6: The thermometer should give a reading between 0+_1*C

62. What are the food safety critical points?
1. Pest activity present and documentation not available that the PMP has been contacted within the past
7days
2. Pest infestation present & documentation not available that the restaurant immediately contacted the
PMP...
3. Using unapproved ingredients or food is evident
4. Hot water not available in the kitchen
5. Cross-contamination is observed
6. Cold potentially hazardous food not held <4*c and within hold times per brand standards
7. Hot potentially hazardous food not held >60*c and within hold times per brand standards
8. Spoiled potentially hazardous foods/ingredients in use and for sale
9. Raw animal foods not cooked to the proper internal cooking temperature per brand standard
10. Non animal/raw foods not cooked to the proper internal cooking temperature per brand standard
11. Calibrated thermometer not available for use
12. Chemical contaminating food
13. Proper hand wash procedure not observed
14. Team member observed working with symptoms of illness
15. Failed health department inspection report is not remediated per YUM Health Department…
63.What is CHAMPS communication board?
➢ CHAMPS communication board is a tool to share communication based on:
1. Daily opportunity
2. BSC (Balance score card)
3. CMS score & action plan

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5. Recognition
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YRI: Yum Restaurant International
DIL: Divyani International Limited
ACDR: Affordable Casual Dining Restaurant
CAYG: Clean AS You Go
ARM: Assistance Restaurant Manager
RM: Restaurant Manager
RGM: Restaurant General Manager
TMTS: Team Member Training Scorecard
TMRI: Team Member Readiness Inventory
TMTO: Team Member Turn Over
CER: Champs Excellence Review
CSL: Champs Standard Library
CMS: Champs Management System
LCMS: Learning Content Management System
PRP: Peak Revenue Period
MRD: Make Ready Discard
MOD: Manager On Duty
EOD: End Of Day
FIFO: First In First Out
FEFO: First Expire First Out
KOT: Kitchen Order Taking
SOS: Speed Of Service
SOP: Standard Of Procedure
POS: Point Of Sale
POD: Point Of Delivery
DSC: Delivery Service Challenge

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APC: Average Per Check
MSDS: Materials Safety Data Sheet
TIP: To Ensure Prompt Service
LTP: Late To Promise
CCIR: Customer Complain Investigation Report
PPT: Perfect Product Tracking
PMS: Post Mix System
QCD: Quick Changing Dispenser
BIB: Bag In Box
TDS: Total Dissolve Solvent
RO: Reverse Osmosis
LPG: Liquefied Petroleum Gas
PSI: Pound Square Inch
PCI: Pest Control of India
RSC: Restaurant Support Center
SSTG: Same Store Transaction Growth
SSSG: Same Store Sale Growth
RBD: Restaurant Base Delivery
RBD OIL: Refine Bleached Deodorized Oil
RR: Red Roof (DINE IN & TAKEWAY)
DELCO: Delivery Carryout
EXPRESS: Takeaway
BSC: Balance Score Card
LS: Landsteinar Strengur
PRIDE: Performance, Recognition, Integrity,
Development, Education