WELCOME TO THE TABLETENDER

EVALUATION TOOLKIT!
PLEASE READ THESE INSTRUCTIONS CAREFULLY!
FOR EASIER READING YOU CAN PRINT OUT THESE
INSTRUCTIONS.
PLEASE MAKE A BACKUP COPY OF THIS FILE BEFORE
USING IT.
***
IMPORTANT: Before proceeding with the evaluation, familiarise
yourself with the Evaluation Notes in the separate word document
file.
***
This evaluation toolkit will help you evaluate your tabletenders'
efficiency, effectiveness and productivity skills both in theory and
in practice.
This toolkit contains:
- Main Menu: the 'switchboard' of the toolkit, providing you easy access to
the other components
- Efficiency Skills: practical evaluation measuring the efficiency skills in
Selling - the Art
- Effectiveness Skills: practical evaluation measuring the the
effectiveness skills in Selling - the Art
- Productivity Skills: practical evaluation measuring the productivity skills
in Selling - the Art
- Theory Questions: 110 multiple choice questions based on the
information contained in the Reference Manuals supplied
(NB: delete any previous answers before distributing the test!)
- Analysis: breaks down both practical and theoretical tests into
the three skill sets of effeciency, effectivenss and productivity, resulting in
a percentage score and pass/fail mark for each candidate in each skil,
together with a graphical representation and an overall mark
- License: Selling - the Art license certificate which can be printed out and
given to successful candidates
(The practical evaluations are conducted 'on the job' with the
facilitator/evaluator observing the participator/candidate for the application
of the practical skills in the workplace. Once the skills have been
demonstrated to a satisfactory standard they are marked on the checklist.)

TABLETENDER EVALUATION TOOLKIT

Please enter the following details
Candidate's name

T. Tender

Evaluator's name

H.E. Knows

Outlet Name

L'Outlet

Date

July 16, 2000

Name T. Tender
Evaluator H.E. Knows
Date July 16, 2000

TABLETENDER

EFFICIENCY SKILLS
1
2
3
4

PERSONAL SET-UP
Clean, neat appearance
2 pens
Lighter
Corkscrew

Sub Total

1
0
1
0
2

1
2
3
4

GLASSWARE HANDLING
Uses correct glass per specified drink
Ensure glass is clean
Ensures glass is not chipped or cracked
Glass is approriatly prepared (chilled or heated)

Sub Total

1
0
1
1
3

1
2
3
4

TABLE SET-UP
Correct cutlery
Correct plateware
Correct glassware
Correct assessories (salt, pepper, napkin, other)

Sub Total

1
0
1
1
3

1
2
3
4
5
6

SERVICE SKILLS
Carrying plated food
Serving plated food
Collecting soiled plates
Silver service
Opening a bottle of wine
Pouring wine

Sub Total

1
0
1
1
1
0
4

1
2
3
4
5
6
7

SPECIFICATIONS
Can describe named starter item
Can describe named main course item
Can describe named dessert item
Can describe 2 vegetarian dishes
Can describe 2 childrens items
Can name 2 lactose free items
Can name 2 glucose free items

Sub Total

0
1
1
0
1
1
1
5

1
2
3
4
5
6

FOOD PRODUCTS
Can recommend 3 starter items
Can recommend 3 main course items
Can recommend 3 dessert items
Can marry starter item to recommended wine
Can marry main course item to recommended wine
Can marry dessert item to recommended wine or alternative beverage

Sub Total

1
1
1
1
1
1
6

1
2
3

BEER
Pours draught lagers, stouts and ales correctly
Bottled beers - label facing customer, offers glass
Knowledge of 3 different beers available

Sub Total

1
0
0
1

1
2
3
4

WINE & CHAMPAGNE

Pours wine to correct measure
Opens bottle correctly
Knowledge of 3 different white and red wines available
Uses wine bucket when necessary

Sub Total

1
1
1
0
3

1
2
3

SPIRITS, LIQUEURS, FORTIFIED WINES & VERMOUTHS

Knowledge of 3 mixed drinks available
Knowledge of 2 different brands available
Suggestive selling technique used for selected mixed drink

Sub Total

1
0
1
2

1
2
3
4

TABLE SERVICE
Positive body language
Attentive
Places all products in front of customers
Keeps work station clean - cash register area, glassware, cutlery, napkins, menus

Sub Total

1
1
1
0
3

Total

32

OF TOTAL POINTS AVAILABLE (45):

71%

Name T. Tender
Evaluator H.E. Knows
Date July 16, 2000

TABLETENDER

EFFECTIVENESS SKILLS
1
1
1
1
1
1
1
2
1
1
0
1
0
3

Sub Total

1
1
1
1
1
14

Sub Total

1
1
1
1
0
1
5

1
2
3
4
5
6

1
1
0
1
1
2
1
1
1
3
1
1
0
4
0
1
1
5
Sub Total

1
3

Total

22

SERVICE STANDARDS
Salesmanship skills
Demonstrates that he/she is in control
Makes suggestions
Has intimate knowledge
Makes recommendations
Reads customers' needs
Adds extra value
Service excellence
Can demonstrate 3 examples of caring for the customers
Can demonstrate 3 examples of thinking of the customers' needs
Can demonstrate 3 examples of saying the right thing
Can demonstrate 3 examples of taking responsibility for their own actions
Can demonstrate 3 examples of displaying passion
Service system
Looks at the customer
Smiles at the customer
Talks to the customer
Thanks the customer
Demonstrates care for the customer
GUEST AWARENESS (asks questions)
Understands time budgets
Understands customer characteristics
Understands customer motivations
Knows outlet's Target User Groups
Knows 5 basic needs
Demonstrates empathy
PRODUCT PORTFOLIO
Vodka
Can explain the 3 special features of the brand
Can explain the distillation process
Can name 3 uses for the product
Can describe the taste characteristics of the brand
Cognac
Can explain the 3 special features of the brand
Can describe the taste characteristics of the brand
Can name the 3 age categories of the brand
Liqueurs
Can name 3 flavours in the range
Can name 3 mixed drinks using items from the range
Can explain the flavouring process
Digestif
Can explain the history of the product(s)
Can name 3 uses for the product
Can explain the difference to competitors in the same category/-ies
[Other]
Can name 3 drinks using the product/brand

OUT OF TOTAL POINTS AVAILABLE (36):

61%

Name T. Tender
Evaluator H.E. Knows
Date July 16, 2000

TABLETENDER

PRODUCTIVITY SKILLS
1
1
1
1
0
2
1
1
1
1
3
1
1
1
4
1
1
5
1
6

SALES TECHNIQUES
Push
Identifies customers
Identifies suitable time
Identifies suitable product
Execution
Pull
Identifies customers
Identifies suitable time
Identifies suitable product
Execution
Impulse
Right product
Right place
Right time
Suggestive selling
Uses descriptive words
Can explain benefits
Up-selling
Better
Bolt-on
Adds complementary product

Sub Total

1
14
1
2
3

GUEST AWARENESS
Understands time budgets
Can name and identify the 4 motivators
Can decribe a target user group

Sub Total

1
0
0
1

1
2
3

TEAMWORK (assists other tabletenders)

Takes orders for them
Helps deliver plates to table
Communicates

Sub Total

0
1
1
2

1
1
1
1
0
2
1
0
1
3
0
1
1
1
0

Sub Total

0
0
8

Total

25

4
5
6

SIX STEPS TO SELLING

Welcome
Oral
Phsical
Visual
Immediate (even when busy)
Salesmanship
Guest awareness (asks questions)
Uses sales system
Uses product knowledge
Showmanship
Organised (consistent use of skills, knowledge & procedures)
Technical proficiency
Flair (attracts, distracts, adds value)
Presentation
Quality Control
Farewell
Oral
Visual

OF TOTAL POINTS AVAILABLE (35):

71%

T. Tender

TABLETENDER

THEORY TEST
Q.1

Q.2

Q.3

Why is it important to have good product

knowledge?

Why is it important that products are

always served in the same way?

Successful bar/restaurant outlets and

businesses have a lot in common

So that you can develop yourself

So that you know more than the customers

So that you can show off

So that you can sell your products better

So that you are the best in your company

So that the customer receives what they expect

So that the my job is easier

To reduce excess left over products

So that our competitors will find it hard to copy

So that you can sell the product the same way

True

False

1
Q.4

Q.5

Q.6

A business makes money by

Gross profit is the

Why is bar/-tabletender's personal

appearance and body language so
important?

Having a prime location

Advertising

Selling its products or services

Stocking a wide variety of products

Employing more staff

Selling price minus tax minus the cost price

Selling price minus the cost price before operating costs

The selling price minus the cost price minus operating costs

The selling price divided by the cost price

None of the above

The customers want good looking people to serve them

Because people buy people first

It is not very important

It is a good way to impress the customers

If we look busy the customer will think that ours is a good place to come to

2
Q.7

Q.8

Q.9

To be a good sales professional you must

have...

Why is the actual presentation of a product

so important?

What makes a product a good product to

sell?

Q.10 Which is the most profitable drink out of

the following?

A lot of staff

Good teamwork

Efficient working stations

Good product knowledge

A sense of humor

So that you can exhibit your professional skills

So that the customers receive what they expected

So that the customers can compare it to another restaurant

So that you have consistent profit margins

So that you don't have to go and check back

Right price

It answers the customer's needs

It has a good sales campaign

It is easily produced

It fits into your job description nicely

A pint of beer

A bottled beer

A vodka and orange

A large vodka and orange

Agent Orange

Q.11 What is the role of a bar-/tabletender?

To serve customers quickly

To serve a variety of products in a clean environment

To take the customers' orders whilst entertaining them

To sell the most expensive products

To maximise sales opportunities by satisfying customers' needs and wants

5
Q.12 What are the benefits of maximising sales
for a bar-/tabletender?

Q.13 When is a suitable time to maximise sales

opportunities?

Q.14 Which of the following skills is not an

efficiency skill?

Q.15 What are the (most common) main

ingredients of beer?

Q.16 What is top fermentation?

Q.17 What occurs during the process of

malting?

Q.18 Which grain is the most commonly used

for brewing beer?

Q.19 What is the fermentable ingredient of

beer?

Q.20 In which part of the world did most of the

beer types still found today originate?

Personal income may reflect your sales efforts

Your employment becomes more secure and stable

Your customers will be satisfied

Your bar will attract more customers

All of the above

Quiet shifts

Busy shifts

Any time you have customers

When you have the motivation

When your favourite customers are in

Product knowledge

Station planning

Drink making

Pouring a beer

Using your equipment correctly

Barley, hops, sugar, water

Malt, preservatives, yeast, water

Malt, hops, yeast, water

Rice, yeast, water, hops

Rye, yeast, hops, water

Boiling malt and hops for two hours

Yeast rising to the top during process

Splitting of the sugar into alcohol

Killing off of any remaining yeast cells

Filtering the yeast

Malt, hops and water are boiled for two hours

Malt is mixed into the water

The sugar is turned into alcohol

The malt is sieved and crushed

The starches of grain are made water soluble

Wheat

Corn

Rye

Barley

Oat

Hops

Malt

Yeast

Water

Grain

USA

South America

Europe

Asia

Australia

Q.21 Where does Lambic beer come from?

Q.22 What does the word 'alt' mean when

referring to beer?

Q.23 The ideal temperature to serve lager is...

Q.24 What happened to the world's wine

production a little over a hundred years
ago?

Q.25 What country produces the most wine per

annum?

Q.26 What are 'wine belts'?

Q.27 What is one of the ways that the high

alcohol content in wine is reached?

Q.28 What is usually the alcohol content of wine

after fermentation?

Q.29 What sort of wine is produced if the skins

and pips are left to macerate when
pressing the wine?

Q.30 What white grape is high in acidity with a

honey like aroma?

England

Germany

USA

Czech

Belgium

Old

Young

Light

Dark

Pale

Eight to ten degrees

Ten to twelve degrees

Twelve to fourteen degrees

Seven to nine degrees

Five to seven degrees

White wine was invented

The production was moved to the 'new world'

Expansion of wine production areas

The Phylloxera pest struck Europe's vines

Spain lost their wine mastership to Italy

Italy

Spain

Germany

France

Argentina

Areas of soil temperature

Areas of climate

Areas of white grape varieties

Areas specifically for red wine growing

Categories of wine

Use more yeast than sugar during production

By distilling it twice

By distilling it once

By adding a distilled spirit

By allowing it to ferment for longer

20 to 25%

17 to 20%

14 to 17%

10 to 13%

under 10%

Red

White

Port

Vermouth

None of the above

Chardonnay

Chenin Blanc

Sauvigon Blanc

Muscat

None of the above

Q.31 On a champagne label what does the word

'brut' mean?

Q.32 Sparkling wines with the name 'Spumante'

are produced from which country?

Q.33 What is the traditional main flavouring

agent of vermouth?

Q.34 What is the minimum amount of years

which port needs to be kept in the oak
cask before bottling?

Q.35 What is the average alcohol content of

fortified wine?

Q.36 What type of sherry has a very distinct

'salty taste'?

Q.37 Where is the centre for the Madeira Wine

production?

Q.38 Red wines are best served at which

temperature?

Q.39 What does it mean if the wine is corked?

Q.40 Why should you store wine bottles on their

side?

Bone dry

Medium

Medium sweet

Bubbly

A good vintage

Germany

Austria

Spain

France

Italy

Caraway

Juniper berry

Vanilla

Wormwood

Wine

2 years

3 years

4 years

5 years

6 years

25-30%

21-24%

16-20%

10-13%

Under 10%

Fino

Manzanilla

Amontillado

Oloroso

Palo Cortado

Malmsey

Bual

Funchal

Verdelho

Sercial

2-4 C

4-8 C

9-11 C

15-18 C

18-23 C

The bottle has got a cork in it

You have broken the cork when opening the bottle

The wine has been decanted

The wine has reacted with chemical substances

The wine comes from Cork

To save space

So that you can see the labels

To prevent cork drying out and letting air in

So that the wine can settle

So that they taste better

Q.41 At what temperature are white wines best

served?

Q.42 How many times is cognac distilled?

Q.43 What does XO stand for?

Q.44 What grapes are used to produce cognac?

Q.45 How are American whiskeys classified?

Q.46 What is the largest whisky region in

Scotland?

Q.47 How many times is Scotch whisky

distilled?

Q.48 Which of the following is not a blended

whiskey?

Q.49 How old is Johnny Walker Black Label?

Q.50 Where does demerara rum get its name

from?

2-4 C

4-8 C

8-12 C

12-16 C

16-20 C

Once

Twice

Three times

Four times

It is not distilled

Extra taste

Stronger alcohol content

Ten years old

Extra Original

Extra Old

Pinot Noir

St Emilion

Catawba

Syrah

Camay

Location

Type

Soil

Ingredient

Percentage volume

Borders

Lowlands

Campbeltown

Highlands

Islay

Once

Twice

Three times

Four times

None

Ballantines

Laphroaig

Paddies

White Horse

Chivas Regal

Fourteen years

Six years

Eight years

Ten years

Twelve years

City Demerara

River Demerara

Admiral Demerara

Demerara was the girl that the maker was in love with

Demerara sugarcane fields

Q.51 Which country was the original home of

the House of Bacardi?

Q.52 Why is vodka filtered through charcoal?

Q.53 Where is Stolichnaya vodka from?

Q.54 What are the main flavouring ingredients of

gin?

Q.55 What is true tequila made from?

Q.56 What is B & B made from?

Q.57 What is the main flavouring of Midori?

Q.58 Which liqueur is not flavoured with herbs?

Q.59 What is the flavour of chambord liqueur?

Q.60 How much does one pint contain in

centilitres?

Jamaica

Haiti

Puerto Rico

Cuba

The British Virgin Islands

To get more flavour

To make vodka weaker

To remove all flavour, smell and colour

To make vodka stronger

To add a pungent taste to vodka

Poland

Russia

Czech Republic

Finland

Estonia

Juniper berries, cinnamon and sugar

Pepper, strawberries and sugar

Juniper berries, coriander, citrus oils and peels

Crowberry citrus oil, and sugar

Mixed peppers and sugar cane

Worms

Agave cactus plant

Sugarcane

Corn

Barley

Brandy & Benedictine

Bailey's & Brandy

Blue Curacao & Bailey's

Benedictine & Bailey's

Blue Curacao & Brandy

Apricot

Pineapple

Raspberry

Mandarin

Melons

Aiguebelle

Chartreuse

Angostura

Cointreau

Galliano

Blackcurrant

Chocolate

Melon

Raspberry

Strawberry

58.6 cl

56.8 cl

52.8 cl

49.4 cl

55.2 cl

Q.61 What is '80 proof' (US) in % vol.?

Q.62 If you had an efficient driving position, how

many steps should you take when making
drinks behind the bar?

Q.63 What % of your sales mix products should

you try to get within arms reach in your bar
work station?

Q.64 Why do we need an organised driving

position?

Q.65 When should you change the set-up of a

driving position?

Q.66 To identify our TUGs, what do we look for

in terms of their characteristics?

Q.67 Essential and semi-essential activities

together comprise how many hours?

Q.68 Outlets are competing ...

(choose the most correct answer!)

Q.69 What do we mean by escapism?

Q.70 What is the main definition of socialising?

20%

40%

60%

80%

100%

1 step

5 steps

10 steps

0 steps

2 steps

75%

80%

85%

95%

100%

So that the station is ergonomic to work in

So that it is easier to work

So that the station looks good

So that we have everything at hand to drive efficiently

All of the above

When you get bored with it

When your sales mix changes

When you sell out of certain products

When the new one will look better

When you get new members on the team

Age, sex, marital status and education

Friends, employment and sex

Marital status, education, clothing and age

Hobbies, age, marital status and sex

Hobbies, living area, age and clothing

12-14 Hours

14-16 Hours

18-20 Hours

20-22 Hours

22-24 Hours

Against other outlets

Against people's hobbies

Against other entertainment like theatres, cinemas...

For people's time

Against other facilities like shops etc.

Need to start learning something new

Need to hide from friends

Need to go away from home

Need to get drunk

Need to change from one situation to another

Talking with the customers

Communicating with other members of staff

Sharing all the problems

Interacting with other people

Letting staff talk to their friends at the tables

Q.71 What is guest empathy?

Q.72 What is the definition of entertainment in

the context of user motivations?

Q.73 What is ultimately the importance of guest

awareness?

Q.74 What is the primary reason for a customer

to purchase a product in a bar or
restaurant?

Q.75 Which of these activities comes under the

heading of essential activities?

Q.76 Why is it very important to be specific

when analysing TUGs ?

Q.77 Why is it important to standardise the

actual sales process?

Q.78 What is long term competitive edge

dependent on?

Q.79 What is it that makes a client choose your

bar/restaurant instead of going to a similar
outlet with the same prices?

Q.80 Why do people choose to eat in a

restaurant instead of eating at home?

An understanding of your customer's needs and wants

Knowing who your customers are

Knowing where your customers are

Knowing how to behave in different situations

The knowledge needed to be a manager

Showing off your skills

Something that attracts or distracts attention

Having fun at work

TV, plays, theatre

Interaction between people

Gives you a better chance to get on with your guests

Helps you maximise your sales opportunities

Gives you a better general knowledge

Helps you know what your guests like

Increases your enjoyment whilst at work

They want to be cool

They want to spend some money

The product answers their motivational needs

They want to see a new place

They want to try a new product

Going to the hairdresser

Sleeping

Taking a walk

Shopping for furniture

Washing clothes

So that we know how many staff we need

So that we can plan our closing times

So we know where the TUGs live

Customers' needs can be different even within one TUG

To make more tips

So that we always sell the same product

So that the selling becomes instinctive for everyone

To make selling more fun

It is not very important

So that we become sales robots

Good service

Good product range

Location of the outlet

Quality, consistency and value to customers

Cheap prices

It is just down to luck

Because they know the staff

They go to the places which are 'in' at the time

You have added value to your product

You have a better product range

Their main need is not the food itself

They are too lazy to cook

They can try new foods in a restaurant

Because they are hungry

To avoid washing up

Q.81 What is the importance of reading the

customers motivations?

Q.82 Which of the alternatives is not a main user

motivation?

Q.83 Why is it important to have quality control

during the sales process?

Q.84 What are the three parts of the welcome in

the sales process?

Q.85 How many steps are there in the sales

process?

Q.86 What are the three stages of

salesmanship?

Q.87 What percentage of the sales process is

over by the end of the salesmanship
stage?

Q.88 Why is the farewell an important stage in

the sales process?

Q.89 Why is the welcome such an important

stage in the sales process?

Q.90 Why is it important to ask your customers

open ended questions during the sales
process?

To ensure the product answers their needs at that time

To help analyse why they visit the outlet

Because their needs will dictate what they order

So that we can recommend them the right product

All of the above alternatives

Socialising

Entertainment

Drinking

Self Development

Escapism

To make the customers think that we care

To see if we analysed the customers motives correctly

So we can monitor the time spent in the restaurant

It allows you to build rapport with the customer

It gives you the opportunity to taste the food/drinks

Hi, How are You?, Thanks

Opening the door, selling and closing the door

Oral, visual and physical

Physical, mental and spiritual

Suggestive, upsell, bolt-on

4 steps

5 steps

6 steps

7 steps

8 steps

Welcome, showmanship and product knowledge

Guest awareness, sales strategies, product knowledge

Showmanship, farewell, guest awareness

Upsell, suggestive sell, bolt on sell

Showmanship, presentation, quality control

50%

60%

70%

80%

90%

So that customers feel they would like to return

So that they know that it is the end of their experience

So that everyone notices who is leaving

So the staff know how long people are in their outlet

To ensure that they had a good time

So that the customer knows you are the bar-/tabletender

So that you make the customer receptive to the sale

To show them that you are friendly

To get them served quicker

To add value to a product

So you know where they live

So you find out what they like to do

To help you understand and empathise with them

So that you can impress them

So that you can practise your communication skills

Q.91 Why do you create sales plans?

Q.92 The sales plan analysis is done per

Q.93 How should the sales plans be delivered to

bar-/tabletenders?

Q.94 Multiple order taking is....

Q.95 What is the basis of good teamwork?

Q.96 Successful multiple order taking relies on

the bar-/tabletenders ability to work on 3 or
4 separate customer orders at a given
time.

So that the managers have more to do

So that the staff can sit in meetings

So that you can follow up internally

4
5

So that communication within the company is working

So that everybody knows how to maximise sales opportunities

Time and TUG

TUG and strategy

Time and strategy

TUG and motivation

Time and motivation

Through daily meetings

During shift meetings

Individually by the AC or shift manager

Posted on a notice board

Any of the above

Serving different customers at the same time

Multiplying the orders of all your customers

Making all the drinks for the rest of the team

Making all your orders for delivery at the same time

Writing down all your orders in the correct sequence

Knowing where the customers are

Being aware of peaks and flows in business

Overall standardisation of responsibilities

Knowing teams strengths and weaknesses

Getting along with all team members

TRUE

FALSE

1
Q.97 A customer orders a Gin & Tonic from you.
You see the opportunity to sell him a gin
based long drink. Which method are you
using?

Q.98 Five people have just enjoyed good wine

and food in your restaurant and are now
ordering coffee. Which of the following is
not a "bolt-on" sell?

Q.99 Why is pull strategy a passive strategy?

Q.100 Why is showmanship an important part of

the sales process?

Bolt-on selling

Up-selling

Alternative selling

Push

Pull

A brandy

A good cigar

After dinner cocktail

A digestive

A cappuccino

It's meant for passive situations

On its own it does not sell but creates a sales opportunity

It's the easiest and least demanding to do

It belongs to everyone's basic skills and knowledge

It works in just a few situations

To make the bar-/tabletender look good

To give the customers something to look at

So that you have extra time to make the product

To add value to a product

To make the customers come back

Q.101 What does bolt-on selling mean?

Q.102 What does suggestive selling mean?

Q.103 What does up-selling mean?

Q.104 What is impulse strategy?

Q.105 What is pull strategy?

Q.106 What is push strategy?

Q.107 Which are the sales methdods that can be

used all the time?

Q.108 You have just sold a "pint" to a customer

who ordered a bottled beer. What sales
method have you been using?

Q.109 What can be achieved by taking the

product to the clients (for example by the
exit just before last orders)?

Q.110 Why would you use entertainment?

Asking what the customer wants

Creating a picture of a product in someone's mind

Selling a product of higher value

Linking a sales strategy

Selling an ancillary product to go with the original

Painting a picture of a product in a customers mind

Making suggestive comments

Selling an idea

Taking the product to the customer

Taking the customer to the product

Selling to the upper levels

Changing the sales pitch to a higher one

Selling a product to go with the original one

Selling to a bigger or better quality product

Selling luxury goods to up-market customers

Placing a product so that it sells its self

Mobilising the work station

Bringing customers to the outlet to buy

Checking that the product is there

A forceful sale

Making customers buy the product

Mobilising sales to the customers

Pulling the staff in to work at busy times

Pulling the customer to the outlet and work station

Pulling beer very strongly

Forcing the customer to buy a product

Making a hard sell

Pushing for sales

Pushing your business on further

Mobilising resources to take products to customers

Push and pull

Aural and visual awareness

Suggestive selling and impulse

Up-selling and bolt-on selling

Productivity and teamwork

Bolt-on

Forced selling

Up-selling

Push

Pull

To reduce the bar sales

Maximise the sales opportunity in the entire outlet

The tabletenders receive more tips

To sell certain products that you have too many of

You make a good impression to the clients

To impress friends

To add value to the products you are serving

To impress your team members

To make work fun

For financial gain

T. Tender

TABLETENDER

Test results

Pass Rate %
80.00
80.00%
PRACTICAL TEST RESULTS

THEORY TEST RESULTS

Efficiency

71.11%

Fail

Efficiency

67.21%

Fail

Effectiveness

56.41%

Fail

Effectiveness

83.87%

Pass

Productivity

71.43%

Fail

Productivity

93.75%

Pass

66.32%

Fail

81.61%

Pass

Total

Total

Practical Test

80.00%
60.00%

Efficiency
Effectiveness
Productivity

40.00%
20.00%
0.00%

Theory Test

100.00%
80.00%

Efficiency
Effectiveness
Productivity

60.00%
40.00%
20.00%
0.00%

Total score

73.96%

Sorry, you have failed - better luck next time

Selling - the Art

T. Tender

IS AWARDED THIS
'SELLING - THE ART'
LICENSE FOR SUCCESSFUL COMPLETION
OF THE COURSE

You now have the skills and tools needed to maximise

the sales opportunities of your products!

Outlet

L'Outlet

Evaluator

H.E. Knows

Date

July 16, 2000