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Buffalo Wild Wings

e-Learning Storyboard for Solving the Mystery about Mystery Shops: Ways to Incorporate
Suggestive Selling
Unit #: 1
Screen Info
ID: C1_1_010
T: Title slide
H1: Solving the Mystery
About Mystery Shops
H2: Introduction
Color scheme: Black,
white, yellow (Buffalo
Wild Wings official
colors). White
background. Pronounced
border.

Lesson #: 1
Text
[1] Welcome!

Audio
[1] Welcome to the Buffalo
Wild Wings team!

Graphics
[1]BWW logo

Programming Notes
Bold text
Pictures appear as sections
are discussed

[2]As a server, you have one


of the most rewarding
positions in the restaurant.
Using your menu knowledge
and suggestive selling, you
have the opportunity to create
connections with guests and
develop real relationships that
will result in repeat visits.

[2]Group shot of coworkers

Font: Open Sans

Unit 1
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Buffalo Wild Wings Confidential


Page 1

Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info
ID: C1_1_020
T: Question with media
layout
H1: Solving the Mystery
About Mystery Shops

Text
[1] Objective of the course:
Demonstrate knowledge of
the Buffalo Wild Wings menu
and the corporate mystery
shop process

Audio
[1] This section will provide
you a general overview of the
mystery shop process as well
as detail the way you can
incorporate your suggestive
sell categories.

Graphics

Programming Notes
Objective is bolded
Picture is shown throughout
whole slide

H2: Objective

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Buffalo Wild Wings Confidential


Page 2

Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info

Text

ID: C1_1_030

[1] What is a mystery shop?

T: Question with media


layout

[2] The restaurant as a whole


is evaluated by pre-selected
guests

H1: Solving the Mystery


about Mystery Shops

[3] Evaluation Criteria:

H2: What is a mystery


shop?

- [4] Cashier/Greeters: friendly


greeting, seating preference,
tablet offered to guests
- [5] Servers: enthusiasm and
suggestive sell categories
- [6] Cooks: food preparation,
temperature, prepared
correctly
- [7] Managers: Interactions
with guests

Audio
[1] So what exactly is a
mystery shop?
[2] Each month, the restaurant
is evaluated by guests that
are chosen by Buffalo Wild
Wings. You wont know who
they are, because they are
regular diners like everyone
else. They evaluate the
following aspects of the
restaurant and send a report
detailing the experience.[3]
Here are a few examples of
evaluation criteria.

Graphics

Programming Notes

[4]Greeter greeting guests


Pictures appear as
corresponding number
appears on screen; pictures
disappear as their section is
completed

[5]Servers talking to guests

[4] Cashiers and greeters are


evaluated on aspects such as
a friendly and welcoming
greeting, if he or she offers a
seating preference, or if he or
she offers a tablet for gaming.
[5] Servers are evaluated
mainly on their enthusiasm
and suggestive sell
categories. You will learn
more about the categories in
the upcoming slides.
[6] Cooks are evaluated on
aspects such as food
preparation time, temperature
of food, and if the food was
prepared correctly.

[6]Picture of food

[7]Manager talking to guests

[7] Managers are evaluated


on interactions with guests
and stopping at tables, which
is known as table touching.

Unit 1
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Buffalo Wild Wings Confidential


Page 3

Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info
ID: C1_1_040
T: Question with media
layout
H1: Solving the Mystery
about Mystery Shops
H2: Importance of mystery
shop scores

Text

Audio

[1] The restaurants score will


be out of 100

[1] The restaurant will receive


a score out of 100, with the
goal of at least an 80.

[2] Consequences of not


passing:
- [3] stores could lose training
privileges
- [4] employees are put on reevaluation plans
- [5] in some cases
employee termination

ID: C1_1_050a

[1] Wow em in!

T: Tabs interaction layout


(yellow tabs)

- When the guests first arrive

H1: Solving the Mystery


about Mystery Shops
H2: (Tab 1) Wow em in!

- [2] Greeters are expected to


greet in a timely fashion with
enthusiasm
- [3] Appearance of the
restaurant
- [4] floors free of debris
- [5] Menus, caddies, and
silverware are clean

Unit 1
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Graphics

Programming Notes

Page of mystery shop with


score

Rollover: This is the cover


page of a sample mystery
shop evaluation.

Graphic: section on mystery


shop

Categories are in bold

[2] Mystery shops may not


seem important, but if they
are not passed, [3] stores
could lose training privileges,
[4] employees are put on reevaluation plans, and in some
cases, [5] employees could be
terminated.

[1] Now, lets look at an


overview of the five mystery
shop categories, with the first
being Wow em in.

Slide will have tabs that


accompany each category
Second picture appears as
category is explained

This is associated with the


arrival of the guests. [2]
Greeters are expected to
greet the guests within 30
seconds with enthusiasm.
[3] Wow em in also has to do
with the appearance of the
restaurant. [4] The floors are
free of debris, and the [5]
menus, caddies, and
silverware are clean.

Buffalo Wild Wings Confidential


Page 4

[5] Proper look of menu


caddies and silverware

Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info

Text

Audio

ID: C1_1_50b

[1] Quench and Assist

[1] Quench and assist.

T: Tabs interaction layout


(yellow tabs)

[2] Suggestive sell categories

[2] This is where your


suggestive selling will come
in, which will be detailed in a
few slides. In this category,
you will be using four of your
five suggestive sells.

ID: C1_1_50c

[1] N.O.W. = No Order Waits

[1] Serve it N.O.W.

T: Tabs interaction layout


(yellow tabs)

[2] Focuses on the food itself

This category mainly [2]


focuses on the food itself,
such as [3] food delivery time,
which is within 12 minutes, [4]
temperature of food items, [5]
correct food order, and if the
[6] guest had everything to
begin eating the meal, such
as silverware.

H1: Solving the Mystery


about Mystery Shops

Graphics
Quench and assist graphic

Programming Notes
Quench and assist in bold
Picture appears for the whole
slide

H2: (Tab 2) Quench and


assist

H1: Solving the Mystery


about Mystery Shops
H2: (Tab 3) Serve it
N.O.W.

- [3] food delivery time (within


12 minutes)
- [4] temperature of food items
- [5] correct food order

[1]Serve it NOW section

First picture appears for whole


slide
Second picture appears when
food itself is discussed

[2]

- [6] guest has everything to


eat the meal

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Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info

Text

Audio

ID: C1_1_050d

[1] Are We Blazin?

[1] Are we Blazin?

T: Tabs interaction layout


(yellow tabs)

[2] Server verified meal was


up to expectations

H1: Solving the Mystery


about Mystery Shops

[3] Server offered dessert

This category has involves the


experience the guest has
during the best part of the
experience eating!

[4] Manager interaction with


guests

[2] Did the server verify if the


meal was up to expectations?

H2: (Tab 4) Are we


Blazin?

Graphics
[1] Are we Blazin section

Programming Notes
First picture whole time
Second picture appears with
#3

[3]

[3] Did the server offer


dessert?
[4] Did the manager interact
with guests as well as other
tables?

ID: C1_1_050e

[1] Wow em out!

[1] Wow em out!

T: Tabs interaction layout


(yellow tabs)

[2] Payment transaction time

As the experience comes to a


close, Wow em out evaluates
aspects such as payment
transaction time, engagement
with guests as they are
leaving, and the cleanliness of
restrooms.

H1: Solving the Mystery


about Mystery Shops
H2: (Tab 5) Wow em out!

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[3] Engagement with guests


as they leave
[4] Cleanliness of restrooms

Buffalo Wild Wings Confidential


Page 6

Wow em out section

Picture appears for whole


slide

Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info

Text

Audio

Graphics

Programming Notes

ID: C1_1_060

[1] Knowledge Check

T: Sequence
drag & drop
question

[1] Now it is time for a knowledge check of the mystery shop categories. Drag and place the categories in chronological order as they occur during
the dining experience.

H1: Solving the


Mystery about
Mystery Shops
H2: Knowledge
Check

Correct Order

Feedback

Wow em in!

Correct. Wow em in occurs as the guests enter the restaurant.

Quench and Assist

Correct. This is where you engage with guests, incorporate your


suggestive selling, and take the guests orders.

Serve it N.O.W.

Correct. The food arrives in time with the correct preparations.

Are we Blazin?

Correct. After the food arrives, the server verifies that order was
correct and offers dessert.

Wow em out!

Correct. The server processes the transaction in a timely manner and


has one last engagement with guests as they leave.

Feedback after completion:

Try

Correct

Incorrect

First try

Correct! You are well-versed in


the steps of ensuring Blazin
service to your guests. You are
ready to move on to
incorporating your suggestive
selling.

Incorrect. Review the slides on the categories and try again.

Second
try

Correct! You are well-versed in


the steps of ensuring Blazin
service to your guests. You are
ready to move on to
incorporating your suggestive
selling.

Incorrect. We will now show you the correct order. Make sure to review the categories
before moving on to the next section on suggestive selling.

Unit 1
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Buffalo Wild Wings Confidential


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Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info

Text

ID: C1_1_070

[1] Quench and Assist

T: Question with media


layout

[2] ONE specific beverage

H1: Solving the Mystery


about Mystery Shops
H2: Examination of
Quench and Assist:
Specific Beverage

[3] Examples:
[4] our beer of the month,
which changes monthly
[5] Sam Adams Rebel IPA
[6] Ways to personalize:
[7] For seasonal beverages:
Can I get you something to
drink? We have Sam Adams
Winter Lager if youre in the
mood for a winter beverage.
[8] If they are out of town or
on vacation: New Glarus
Spotted Cow is great if you
want to try a local beer.

Audio
[1] Now lets take a closer
look at the most important role
for the server Quench and
Assist. This is where you will
use your suggestive sell
categories and menu
knowledge.
[2] You will need to suggest
one specific beverage. Since
Buffalo Wild Wings carries 24
tap beers, a specific beer
would be a great suggestive
sell, not to mention it would
increase your check average.

Graphics
[1] Picture of quench and
assist section from card

[2]

[3] Examples include:

Programming Notes
Pictures appear with
corresponding number.
Picture 1 stays for whole
time; other pictures appear
and disappear as their
section is mentioned.
Rollover: You cannot
mention two specific
beverages. If you want to
tell them what kind of soda
products, make sure to say
Pepsi products, so Pepsi
is the just brand name, not
the actual product.

[4] our beer of the month,


which changes monthly
[5] Sam Adams Rebel IPA

[4]

[6] Here are some ways you


can personalize it to your
guests:
[7] For seasonal beverages:
Can I get you something to
drink? We have Sam Adams
Winter Lager if youre in the
mood for a winter beverage.
[8] If they are out of town or
on vacation: New Glarus
Spotted Cow is great if you
want to try a local beer.

Unit 1
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Page 8

[5]

Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info

Text

ID: C1_1_080

[1] Specific Shareable

T: Question with media


layout

[2] Happy Hour (MondayFriday, 2-7 pm / 10 pm-12


am)

H1: Solving the Mystery


about Mystery Shops
H2: Quench and Assist:
Specific Shareable

- We have happy hour


until 7:00, and here are
some $4 shareables. The
fried pickles are very
popular.
[3] LTO menu
- Here is our limited time
offer menu. The beer
cheese dip is back and
would be great to start your
meal.
[4] Quick shareables:
- chips and salsa
- chili queso dip
- mozzarella sticks

Unit 1
Version 1 (02/26/16 6:28 PM)

Audio
[1] After you mention the
beverage, the next step is
a specific appetizer,
otherwise known as an
shareable. Here are a few
ways to incorporate:

Graphics
[2] Happy hour menu
shareables section

[4] If they are in a hurry or


extra hungry, there are a
few shareables that can be
out to the guests in a short
time, like the chips and
salsa.

Buffalo Wild Wings Confidential


Page 9

[1] bold heading


Fried pickles bold
Beer cheese dip bold
[2] highlight shareables on
happy hour menu

[2] Happy hour offers $4


shareables pick one from
that menu, like the chili con
queso dip. Guests love a
deal!
[3] There are always
shareables on the limited
time offer menu, such as
the beer cheese dip. If you
do it this way, you are also
doubling up by taking care
of the LTO and shareable
at the same time.

Programming Notes

Pictures appear as their


section is discussed

[3] LTO menu beer


cheese dip

[4] quick shareable

Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info
ID: C1_1_090
T: Question with media
layout
H1: Solving the Mystery
about Mystery Shops
H2: Quench and Assist:
Signature Sauce /
Seasoning

Text
[1] Signature Sauce /
Seasoning
[2] Sauce of the month
(LTO menu):
Our sauce of the month is
the Mumbai Masala, a
tomato-based sauce with
spices such as turmeric,
coriander, and cumin. Our
Guest Experience Captain,
Emilie, can get you a
sample if you wish.
[3] Menu item that includes
a sauce:
- Buffalo mac and cheese
with Parmesan Garlic
sauce
[4] Dry seasoning example:
- Fries with salt and
vinegar seasoning

Audio
[1] Now it is time to
suggest a signature sauce
or seasoning. Here are a
few different options you
can use.

Graphics
[1]

Programming Notes
[1] heading = bold
Pictures appear as their
section is discussed

[2] Buffalo Wild Wings will


always have a sauce of the
month, found on the LTO
menu. This is another way
to double up as well as
utilize your Guest
Experience Captain.
[3] Sometimes a menu
item will require the guest
to choose a sauce this is
another way to incorporate
this category.
[4] Dont forget about the
dry seasonings! They taste
great on fries and Buffalo
chips. This option is
important, especially if you
forget to mention a sauce
at first.

[2]

[3]

[4]

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Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info
ID: C1_1_110
T: Question with media
layout
H1: Solving the Mystery
about Mystery Shops

Text
[1] LTO (limited time offer)
item
[2] Will have at least one
shareable, sauce, and
entre
- Beer cheese dip

H2: Quench and Assist:


LTO item

- Mumbai Masala
- BBQ Ranch mac and
cheese
[3] Double up!

ID: C1_1_120

[1] Dessert

T: Question with media


layout

[2] Are we saving room for


any cheesecake bites?

H1: Solving the Mystery


about Mystery Shops
H2: Dessert

Unit 1
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Audio

Graphics

[1] The LTO menu will


always be found as the
insert inside the dinner
menu. One item from that
menu needs to be
mentioned.
[2] There will always be at
least one shareable, one
sauce, and one entre on
this menu.

Programming Notes
Picture stays for whole
time

[1]

[3] Remember, you can


always double up on your
other categories with this
menu.
[1] The last category is a
specific dessert.
Remember, dessert is
technically part of Are we
blazin, but it is still part of
your suggestive selling.

[1]

Picture stays for whole


time

[2] Some items are


cheesecake bites,
chocolate fudge cake, or
dessert nachos.

Buffalo Wild Wings Confidential


Page 11

Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info
ID: C1_1_130
T: True/false
assessment

Text

Audio

Graphics

Programming Notes

[1] Now it is time for a knowledge check about Quench and Assist and suggestive selling. Click on true if you think the statement is true and
false if you think the statement is false.
Question

H1: Solving the


Mystery about
Mystery Shops
H2: Knowledge
Check: True /
False

Unit 1
Version 1 (02/26/16 6:28 PM)

Correct Answer/Feedback

Incorrect Answer/Feedback

1.

The LTO (limited time offer) menu


will always have at least one
shareable, sauce, and entre.

True - Correct! Remember, you can always


double up on your suggestive selling using
this menu.

False - Incorrect. Remember, the LTO menu


is a great resource, because it will always
have at least one shareable, sauce, and
entre.

2.

Would you like a Coors Light or


Mountain Dew would be a correct
beverage suggestion.

False Correct! Remember, its important to


mention only one specific beverage. Beer
would be an excellent choice!

True Incorrect. Remember, you need to


mention only one specific beverage.

3.

The dessert recommendation is part


of the Quench and Assist section of
the mystery shop.

False Correct! It is part of Are we Blazin.

True Incorrect. Remember, even though


dessert is the last category of suggestive
selling, it is part of Are we Blazin.

4.

If you forget to mention a signature


sauce, it is acceptable to mention a
dry seasoning.

True Correct! Remember, dry seasonings


taste great on fries or buffalo chips, which
many people get as sides.

False Incorrect. Remember, dry seasonings


and signature sauces can be used. Dry
seasonings taste great on fries or buffalo
chips, which many people get as sides.

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Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info

Text

Audio

Graphics

Programming Notes

ID: C1_1_140

[1] Text: Final Assessment: Mystery Shop

T: Drag and drop


assessment

Employees will perform the steps for a mystery shop, and it is your job to decide if they are being performed correctly. If it is performed correctly,
choose yes. If it is performed incorrectly, choose no.

H1: Solving the


Mystery about
Mystery Shops

[1] Audio: Now that you have demonstrated knowledge on the mystery shop process and suggestive selling, now it is time to be a mystery shop
guest. Employees will perform the steps for a mystery shop, and it is your job to decide if they are being performed correctly. If it is performed
correctly, choose yes. If it is performed incorrectly, choose no.

H2: Final
Assessment:
Case Study

Scenario

If learner chooses yes

If learner chooses no

The greeter had a friendly greeting and asked


if they had a seating preference. She did not
offer a tablet.

Correct. A tablet or other technology needs to


be offered to guests to have the ultimate
experience.

Incorrect. Remember, a tablet for gaming


needs to be offered to guests.

Ashley, the server: Hi, how are we doing


today? Im well, thank you! My name is
Ashley and I will be taking of you today. What
brings you in to eat?

Correct. Ashley was friendly and inquired if a


special occasion brought them in.

Incorrect. Ashley was friendly and inquired if


a special occasion brought them in.

Ashley: Can I get you something to drink


right away? We have Pepsi products.

Incorrect. Ashley needed to mention a


specific beverage. In this case, Pepsi is used
as the brand, not the drink.

Correct. Ashley used Pepsi as the brand, not


the specific beverage.

Ashley brought the drinks in less than one


minute.

Correct. Beverages should be delivered in


less than two minutes.

Incorrect. Beverages should be delivered in


less than two minutes, which Ashley did.

Did you want to start with any appetizers


tonight?

Incorrect. Ashley needs to mention a specific


shareable, like mozzarella sticks.

Correct. Ashley needs to mention a specific


shareable, like mozzarella sticks.

Our limited time offer menu is in the middle


here with all of our newest items, and our
sauce of the month is Mumbai Masala.

Correct. Ashley mentioned the LTO menu


that features the Mumbai Masala sauce,
which is only available for a short time. In this
case, she covered both the LTO item and a
signature sauce with one mention.

Incorrect. Ashley mentioned the LTO menu


that features the Mumbai Masala sauce,
which is only available for a short time. In this
case, she covered both the LTO item and a
signature sauce with one mention.

Ashley brought the food in 14 minutes.

Incorrect. There is a 12-minute ticket time for


entrees.

Correct. Food must be delivered in 12


minutes.

After a couple of minutes, Ashley verified that


everything was up to expectations.

Correct. This is part of Are we Blazin.

Incorrect. Ashley must verify that food is up to


expectations. This is part of Are we Blazin.

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Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info

Text

Audio

Graphics

Programming Notes

Scenario

If learner chooses yes

If learner chooses no

The manager was seen chatting with


employees and stopping at a few tables.

Incorrect. The manager needs to touch each


table on the floor, not just a few.

Correct. The manager needs to touch each


table on the floor, not just a few.

Did we save room for any dessert tonight?

Incorrect. Ashley needs to mention a specific


dessert, like dessert nachos.

Correct. Ashley needs to mention a specific


dessert, like dessert nachos.

Ashley completed the credit card transaction


in two minutes and chatted with her guests
about their weekend plans. The guests
stopped in the restroom, which was fully
stocked.

Correct. Ashley was timely about the


transaction and engaged with her guests one
last time, and the restrooms were clean.

Incorrect. Ashley was timely about the


transaction and engaged with her guests one
last time, and the restrooms were clean.

Feedback after completion:


Try

Pass

Fail

First try

Great job! You have mastered the


mystery shop as well as suggestive
selling. You are now ready to write
your own script, which is the next
step to Blazin service!

Almost there. Review the slides on suggestive selling and try it one more time.

Second try

Great job! You have mastered the


mystery shop as well as suggestive
selling. You are now ready to write
your own script, which is the next
step to Blazin service!

We will now show you the correct order. Make sure to review before you start
writing the script to ensure Blazin service to your guests.

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Page 14

Lesson #: Solving the Mystery About Mystery Shops


Storyboard

Screen Info
ID: C1_1_150
T: Title and content layout
H1: Solving the Mystery
about Mystery Shops
H2: Final Words

Text
[1] You have now learned
about mystery shops and
suggestive selling
congratulations!
[2] Next module: Writing
your own script

Audio
[1] Congratulations! You
are finished with this
module. The mystery shop
process may seem
overwhelming, but once
you master your script and
practice with your trainer
and coworkers, you will be
well on your way. It may
seem daunting to
incorporate everything, but
when you do, you will see
true engagement with your
guests, which will result in
repeat visits as well as
higher check averages!

Graphics

Programming Notes
Text appears by section

[2] The next module will


provide you with the tools
you need to write your own
script that is unique to you
and your personality. Good
luck!

Unit 1
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Page 15

Lesson #: Solving the Mystery About Mystery Shops


Storyboard