Chick-fil-A Certified Trainer Knowledge Practice Test

With mobile orders, which of the following scenarios will need troubleshooting from a Team Member?

1. Guest has arrived at the restaurant but server can't find guest.

2. Guest arrives at the wrong restaurant to pick up order.

3. Guest taps "I'm Here" but gets a message they have not yet arrived at the restaurant.

4. All of the above.

The correct answer is: All of the above.

Troubleshooting mobile orders is essential to ensuring a smooth experience for guests. Each scenario presented indicates a potential issue that could disrupt the order pickup process, requiring assistance from team members. In the first scenario, if a guest has arrived but the server cannot locate them, it indicates a problem with either the guest's check-in process or the order's visibility to the server. This situation necessitates intervention to either track down the guest or resolve information discrepancies. The second scenario highlights a common issue where a guest mistakenly goes to the wrong location to retrieve their order. This often stems from confusion between multiple restaurant locations or incorrectly set preferences in the mobile application. Team members need to assist in resolving this by guiding the guest to the correct restaurant or helping them understand how to correctly choose their pickup location. Similarly, if a guest taps "I'm Here" but still receives a notification indicating they have not arrived, it may indicate a technical glitch or a synchronization issue between the mobile app and the restaurant’s system. Addressing this issue is crucial to ensure that the guest's order is recognized as ready for pickup. Since all the scenarios presented involve troubleshooting needs from team members, collectively they underscore the importance of having staff readily available to assist guests in resolving these potential issues for a