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The Approach Quiz
Question or Hint
Answer or Word
- A customer arrives and pulls into the cashier lane. According to the approach flowchart, what is the FIRST thing a team member must do before saying anything? Greet with NOW Service — be present in the lane, smile, and make eye contact (wrong answers: Ask the customer if they are a member , Verify the license plate on the qPad and qualify the vehicle, Recommend the Ceramic Duck membership )
- A limited (non-member) customer pulls into the cashier lane. Which of the following is the EXACT welcome message that must be delivered word for word? "Welcome to Quick Quack Car Wash. My name is [your name]. Let me get you checked in." (wrong answers: "Hi there! Welcome to Quick Quack. How can I help you today?", "Welcome to Quick Quack Car Wash. My name is [your name]. What can I get started for you?", "Thanks for coming in! Let me pull up your account and get you taken care of.")
- After greeting a customer in the cashier lane, you determine they are NOT a current member. What is the correct scripted question you must ask them next? "Which unlimited membership were you looking at starting with us today?" (wrong answers: "Would you like to sign up for a membership today?", "Thank you for being an unlimited member. Are there any additional vehicles we can add for a discount today?", "Are you interested in our Flock Program for additional vehicles?")
- A customer in the cashier lane is considering either a single wash or an unlimited membership. When should the Ceramic Duck recommendation be made, and what is the correct script? For both single wash and membership purchases (unless the guest already asks for ceramic); say: "I recommend the Ceramic Duck because it offers the longest-lasting protection." (wrong answers: Only when the customer asks about upgrades; say: "The Ceramic Duck is our best option.", Only for membership purchases; say: "I recommend the Ceramic Duck because it's the most popular.", Only after completing the transaction; say: "Next time, consider the Ceramic Duck for better protection.")
- After completing a transaction, what does the Quick Quack approach require a team member to do as the customer leaves, and which of the following best represents an acceptable farewell? Give a farewell greeting the team member is comfortable with that enhances the experience, such as "Enjoy your wash!" or "Have a great day!" (wrong answers: Ask the customer to complete an online survey before leaving, Remind the customer of their membership renewal date as a farewell, Say nothing — let the customer proceed through the wash without interruption)
- Where are we supposed to be displaying our three smiles? QOS, Prep, and Pond (wrong answers: We dont, Break room only, While on lanes )
- How many points is each area worth? 20 Points (wrong answers: 10 Points, 100 Points , 15 Points)
