NEW BARISTA TRAINING

MENTOR COMPATIBLE WORKBOOK

HEATHER ZINK
 Homework: NBT

Vision and Purpose

Fill in the blanks

BIGGBY® COFFEE exists to _____________ you in _____________ a life you _________.

BIGGBY® COFFEE’s vision is to ____________ workplace ____________ in America.

List the 4 Foundational Elements to Building a Life You Love:

1.
2.
3.
4.

Check out the Life You Love Assessment to get to work on building a life you love by going to
biggby.com/LYLA.

Operating Philosophy: PERC

Fill in the blanks

Perception by ___________________ that we __________________ their ___________and move

them _______quickly as possible.

Every customer ____________ the store in a _________________ mood than when

___________ arrived.

R___________________ customer as an individual.

Consistently _________________ a high quality _________________________.

The Mission Statement

Fill in the blanks

Create one new BIGGBY® COFFEE ___________ per day, per __________ who will actively
_______________ us to others.

Our Cultural Values

List the 4 Cultural Values

1.
2.
3.
4.

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Appearance and Uniform Policy

Select whether each statement is true or false – if the statement is false, write the statement as it
should appear.

1. You can have any facial hair as long as it is maintained. T/F?

2. A solid-color long sleeve shirt may be worn under a short sleeve shirt. T/F?

3. BIGGBY® does not allow visible tattoos. T/F?

4. If your hair reaches your shoulders it must be restrained. T/F?

5. Wedding bands and watches are the only type of jewelry permitted. T/F?

6. Employees must not wear false fingernails or nail polish to work. T/F?

7. You must wear a belt, and it must be a black or brown leather belt. T/F?

8. Pants must not be too baggy, too tight, or have tears, stains, or holes. T/F?

9. You must wear an apron while working on the line. T/F?

10. The appearance of a barista can influence the customer’s perception of the quality
of product we serve. T/F?

Sanitation
Answer the following questions

1. What is the temperature danger zone?

2. Why is an apron worn as part of the uniform?

3. How long should you wash your hands for to make sure they are thoroughly
washed?

Food Safety
Answer the following questions

1. What is a potentially hazardous food?

2. What does FIFO stand for and what does it mean?

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How Does Each Position Affect PERC?

As a BIGGBY® Barista you will use PERC to consistently provide customers with intensely mind-
blowing experiences. Let’s think about the things we might do to help with the below examples.

1.) The perception that they 2.) A sense that we respect 3.) Fast Service
had a short wait. their time.

4.) A better mood. 5.) A feeling that they are 6.) A high quality beverage
special and important. each visit.

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The Shotpuller
It is critical that you know the priorities of each position behind the counter, and use them
as a moment-to-moment guide for what you should do next. Write the Shotpuller’s priorities
word-for-word.

Shotpuller Priority #1:

Shotpuller Priority #2:

Shotpuller Priority #3:

When you are assigned to the Shotpuller position, that’s where you stay (until you are told
to switch positions). The position in important because you not only control the production
of espresso and the drink setup, you are responsible for upkeep around the store in ways
that greatly affect each customer. Answer the following questions about the Shotpuller
position.

1. How soon after the Cashier calls out a drink should the Shotpuller begin pulling shots
and setting up the drink?

2. Why does the Cashier call out the drinks?

3. What does the Shotpuller (and Milksteamer) say in response to every drink that is
called out?

4. Why?

5. How many seconds do usable shots pull in?

6. Why must the espresso shots be added to the cup in 30 seconds or less?

7. Where do you place the drink after it is set up?

8. If there are multiple drinks on the same ticket, in what order should the cups be set
up?

9. Which drinks do not need to be stirred?

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10. When a drink is ready to go to the Milksteamer for completion, what does the
Shotpuller say?

11. If the Shotpuller leaves the machine to perform other tasks, what needs to be
communicated to the Milksteamer?

12. What should the Shotpuller be doing all the time?

13. Why do you think it is important for the Shotpuller to constantly monitor the coffee
carafe and brew coffee whenever necessary?

14. Why does some of the brewing equipment (brew basket, filter, etc.) have red tape
on them and why is it important?

15. Why do you think carafe are removed and closed immediately after brewing?

16. How long can coffee stay out until it needs to be rebrewed?

17. What temperature should your first pot of coffee be at in the morning?

18. What are the five steps to running a lap?

19. How often should the Shotpuller run a lap?

20. Why do you think this is critical to the customers’ experience?

21. While performing Priority 2 or 3 tasks, what should the Shotpuller be watching?

22. Why?

23. If there are only two baristas on shift, where does the barista who’s working the
espresso machine need to be, when even one customer is in line?

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PERC Breakdown: The Shotpuller

How well do you know PERC? Do you feel confident that it will be a part of everything that you do
when you are working in the store? In the space provided, list two things that the Shotpuller can do
to ensure that each line of PERC is delivered to every customer.

PERCEPTION BY CUSTOMERS THAT WE RESPECT THEIR TIME AND MOVE THEM AS QUICKLY
AS POSSIBLE.

1.

2.

EVERY CUSTOMER LEAVES THE STORE IN A BETTER MOOD THAN WHEN THE CUSTOMER
ARRIVED.

1.

2.

RECOGNIZE EACH CUSTOMER AS AN INDIVIDUAL.

1.

2.

CONSISTENTLY PRODUCE A HIGH QUALITY BEVERAGE.

1.

2.

Espresso and “Pulling Shots”

Answer the following questions.

1. What is the name of the part that locks into the group head?

2. How long should it take a set of shots to pull?

3. What is crema?

4. How does crema contribute to the flavor of espresso?

5. Where do used espresso grounds go?

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Shotpuller Only and Mostly Shotpuller Only Drinks

Answer the following questions.

1. Describe how to prepare a 20 oz. Red Eye (be specific with amounts and order of
ingredients)

2. Describe how to prepare a 16 oz. Americano (be specific with amounts and order of
ingredients)

3. Why is it important to add espresso shots to an Americano and Red Eye after the
water and coffee, respectively?

4. What is a steamer?

5. Describe how to prepare a 20oz Iced Chocolate Steamer (be specific with amounts
and order of ingredients)

6. Which drinks automatically receive whipped cream?

7. What is the rule for fruit flavors in a milk based drink – such as a Strawberry Magic
Milk?

8. Lemonade is served with ice. T/F?

9. How much ice does an Iced Tea receive?

10. If a customer requested caramel in their 24oz Iced Coffee – how many pumps of
caramel would you add?
Write the syrup types and how many pumps of syrup in the following drinks:

1. A 16oz. Strawberry Lemonade

2. A 24 oz. Vanilla Iced Steamer

3. A 16oz. Strawberry Magic Milk

4. A 20 oz. Caramel Iced Coffee

5. A 16oz. Raspberry Iced Tea

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6. 24 oz. Mint Iced Steamer

Setting up Hot and Iced Drinks

Fill in the blanks for the set-up of these hot and iced beverage. The questions will indicate whether
the syrups are thick or thin so you know which flavor rule to follow.

1. A 20oz Mocha Mocha receives ______ pumps of thick Mocha sauce and _____ shots
of espresso – gently stir and say ___________ to the Milksteamer.
2. A 24oz Iced Vanilla Bean receives _________ cup of ice, cold 2% milk poured over
the ice until the ice floats, _____pumps of thin Vanilla syrup, _____ shots of espresso,
stir, and it is “all set.”
3. A 16oz Teddy Bear receives ______ pumps of thick Caramel sauce, ________ pumps
of thick White Lightning (white chocolate) sauce, and ____ shots of espresso. Stir
the flavor and espresso together and this drink is “all set.”
4. A 20oz Iced Butter Bear receives _______ cup of ice, cold 2% milk, _____pumps of
thick Caramel sauce, ______ pumps of thin Butterscotch syrup, _______ shots of
espresso, ______ stir this drink because it’s iced and has a thick syrup, and say “all
set” to the Milksteamer.

Frozen Lattes
Fill in the blanks

1. A 24oz Frozen Mocha Mocha receives ______ pumps of Tenacious Tonic,

_______pumps of chocolate, and ______ shots of espresso
2. A 20oz Frozen Teddy Bear receives _____ pumps of Tenacious Tonic, ______ pump of
________________, ______ pump of _________________, and ______ shots of espresso.
3. A 16oz Frozen Mint Mocha receives _____ pumps of Tenacious Tonic, ______ pumps
of ________________, ______ pump of _________________, and ______ shots of
espresso.
4. A 24oz Frozen Neapolitan receives _____ pumps of Tenacious Tonic, ______ pumps
of __________, ______ pumps of ______________, ______ pumps of ______________,
and _____ shots of espresso.

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5. A 16oz Frozen Sugar Bear receives _____ pumps of Tenacious Tonic, ______ pumps
of thick caramel sauce, _______ pump of thin hazelnut syrup, and ______ shots of
espresso.
6. A 16oz Frozen Mocha Caramel receives _____ pumps of Tenacious Tonic, ______
pumps of ______________, ______ pumps of ____________, and _______ shots of
espresso.

Creme Freezes
Fill in the blanks

1. A 24oz Raspberry Zinger Creme Freeze receives ______ pumps of Tenacious Tonic,
______ lemon slice(s), _______ pumps of raspberry, and _______ ounces of lemonade.
2. A 24oz Mango Creme Freeze receives ______ pumps of Tenacious Tonic and ______
ounces of ___________________.
3. A 16oz Strawberry Shortcake receives ______ pumps of Tenacious Tonic, ______
pumps of strawberry syrup, _______ strawberries, and ______ ounces of lemonade.
4. A 16oz Banana Berry Creme Freeze receives ______ pumps of Tenacious Tonic, _____
banana(s), _______ strawberries, and _______ ounces of orange juice.
5. A 20oz Chocolate Chip Cookie Creme Freeze receives _____ pumps of Tenacious
Tonic, _______ chocolate chip cookie(s), and _____ ounces of milk.
6. A 24oz Chai Creme Freeze receives _______ pumps of Tenacious Tonic, _______
pumps Chai, and _______ ounces of milk.
7. A 20oz Red Bull Creme Freeze receives _____pumps of Tenacious Tonic, and ______
can(s) of Red Bull.
8. A 24oz Frozen Hot Chocolate receives ______ pumps of Tenacious Tonic, ______
pumps of ___________, and _____ ounces of milk.

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The Milksteamer

It is critical that you know the priorities of each position behind the counter. Write the
Milksteamer’s priorities word-for-word.

Milksteamer Priority #1:

Milksteamer Priority #2:

Milksteamer Priority #3:

Answer the following questions about the milk steaming process:

1. What is the purpose of purging the steam wand before you begin?

2. How much velvetized milk foam does a perfect latte have? A cappuccino?

3. What is the normal serving temperature for our hot drinks? Extra Hot? Not Hot?

4. What are the two “phases” of Milksteaming?

5. Why is aerating the milk with “tiny air bubbles” important?

6. How do you know you have a “good roll”?

7. What is the advantage of a “Free Pour” cappuccino?

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Draw the proper garnish amount and pattern for a drink with once sauce and a
drink with two sauces.

One Sauce
Two Sauce

PERC Breakdown: The Milksteamer

PERCEPTION BY CUSTOMERS THAT WE RESPECT THEIR TIME AND MOVE THEM AS

QUICKLY AS POSSIBLE.

1.

2.

EVERY CUSTOMER LEAVES THE STORE IN A BETTER MOOD THAN WHEN THE CUSTOMER
ARRIVED.

1.

2.
RECOGNIZE EACH CUSTOMER AS AN INDIVIDUAL.

1.

2.

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CONSISTENTLY PRODUCE A HIGH QUALITY BEVERAGE.

1.

2.

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Read the following drink tickets and write what the Milksteamer would call out from the
delivery counter.

S10 CAPPUCCINO
D16 MOCHA MOCHA 20 COCOA CARMELLA DECAF
BREVE NOT HOT SKIM
SF CHOCOLATE EXTRA WHIP LIGHT FLAVOR

SF VANILLA

-T24 ICED VANILLA BEAN -T24 FRZN MOCARM -T24 LATTE

½ DECAF EXTRA WHIP WHIPPED CREAM

-D10 WHT LIGHTNING -16 oz. TEA LATTE COCONUT

SOY EARL GREY

NO FOAM EXTRA SACHET -T20 FRZN CARM MARV

NO WHIP EXTRA FLAVOR

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Answer the following questions about drink preparation.

1. Which thick syrups do we offer?

2. When pouring a drink that takes whipped cream, why do we have to make sure to
leave room, rather than pouring to the rim?

3. If a drink receives a syrup garnish, how much garnish should be applied?

4. How does the Milksteamer call out drinks, specifically?

5. Why is this important?

6. In what order do we prepare and serve drinks?

7. How long do you have before espresso shots that have been pulled need to be
added to the cup?

8. What is the difference between a Latte and a Cappuccino, with attention to drink
composition as well as flavor?

9. As you pour a latte, what should you monitor to ensure that you do not end up with
too much velvetized milk foam?

10. The Caramel Marvel, Teddy Bear, and Vanilla Bean are examples of what type of
drink?

11. Name the ingredients, in order, that are used to prepare a 16oz Iced Caramel Marvel.

12. Name three things you can do to pour a perfect no foam Latte.

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13. When preparing a no foam Latte, why is it important to stretch and roll the milk as
you would normally do?

14. How should the Cashier respond if a customer orders an Iced Cappuccino?

15. How do you prepare a Café Au Lait?

16. If a customer orders a Hot Chocolate, what drink should the Cashier ring up?

17. How do you prepare a 24oz Cinnamon Spice Tea Latte?

18. Describe the flavor of Chai, and how a Chai Latte is prepared.

19. What is a Chai Charger?

20. What special steps do you take when preparing 100 oz Grabbit2Go lattes?

21. How do you figure out the recipe for a 32 oz. Grabbit2Go? 100oz?

22. When making a Grabbit2Go refill in a customer’s mug, what extra step do you have
to take with the mixing spoon?

Hot/Iced Specialty Beverages

Fill in the blanks

1. A 20oz Cocoa Carmella receives ______ pumps of caramel and ______ pumps of
chocolate.

2. A 24oz Teddy Bear receives ______ pumps of caramel and ______ pumps of white
chocolate.

3. A 20oz Light Flavor Hazelnut Mocha receives ______ pumps of chocolate and ______
pumps of hazelnut.

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4. A 10oz Blackberry Latte receives ______ pumps of blackberry and ______ pumps of
vanilla.

5. A 24oz Mellow Hot Chocolate receives ______ pumps of chocolate and ______ pumps of
marshmallow.

6. A 16oz Vanilla Bean receives ______ pumps of vanilla.

7. A 10oz Nutty Buddy receives ______ pumps of hazelnut.

8. A 24oz Iced White Lightning receives ______ pumps of white chocolate.

9. A 10oz Neapolitan Latte receives ______ pumps of chocolate, ______ pumps of vanilla,
and ______ pumps of strawberry.

10. A 16oz Vanilla Bean with extra flavor receives ______ pumps of vanilla.

11. A 20oz Sugar Bear receives ______ pumps of ________________ and _______ pumps of
_______________.

12. A 24oz Iced Mint Mocha receives ______ pumps of _____________ and _______ pumps of
_______________.

13. A 16oz Butter Bear receives ______ pumps of ____________ and ______ pumps of
____________.

14. A 24oz Iced Neapolitan Latte receives _______ pumps of _____________, _______ pumps
of ____________, and ______ pumps of ____________.

15. A 10oz White Lightning receives ______ pumps of white chocolate.

16. A 16oz Wild Zebra receives ______ pumps of chocolate and ______ pumps of white
chocolate.

17. A 10oz Dark Hot Chocolate receives ______ pumps of ______________.

18. A 16oz Chocolate Caramel Cappuccino receives ______ pumps of chocolate and
______ pumps of caramel.

19. A 20oz Chai Latte receives _______ pumps of ______________.

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Reduced Calorie
Fill in the blanks

20. A 16oz Reduced Calorie Sugar Bear receives ______ pumps of SF Caramel and ______
pumps of SF hazelnut.

21. A 24oz Reduced Calorie Mocha Mocha receives ______ pumps of

___________________.

22. A 16oz Reduced Calorie Caramel Marvel receives ______ pumps of ____________.

23. A 20oz Reduced Calorie Mocha Caramel receives _______ pumps of _____________
and _______ pumps of ______________.

24. A 20oz Reduced Calorie Frozen Vanilla Bean receives _____ pumps of Tenacious
Tonic, ______ pumps of sugar-free vanilla, and ______ shots of espresso.

25. A 20oz Reduced Calorie Frozen Hot Chocolate receives _______ pumps of Tenacious
Tonic, pumps of SF vanilla, _______ pumps of SF chocolate, and _______ ounces of skim
milk.

26. A 24oz Reduced Calorie Frozen Mocha Mocha receives ______ pumps of Tenacious
Tonic, ______ pumps of sugar-free vanilla, ______ pumps of sugar-free mocha, and _____
shots of espresso.

PERC REVIEW

Perception __________________________ that _____________________ their _______________

and move them _____________________________________________.

Every customer _________________________________ in a ______________ mood

______________________________ customer ___________________.

R__________________________________________ as an _________________________.

C_______________________________________ a high quality _____________________.

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Mission Statement

What is the BIGGBY® COFFEE Mission Statement?

Cultural Values

1. What are the BIGGBY® COFFEE Cultural Values?

2. How do we use our Cultural Values --- why specify them?

Coffee and Tea

Coffee Growth and Processing

1. Coffee beans aren’t really bean – what are they?

2. Which coffee roasts do we offer?

3. Which of our coffees are offered as a decaf option?

4. What is the process used to decaffeinate our coffee beans?

5. What are the two biggest enemies of fresh coffee?

6. Why is it bad to store coffee in the refrigerator? The Freezer?

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Draw a line from each coffee to its degree of roast, and circle the coffees that come in
decaf.

BIGGBY® Best
Medium Roast

French Roast
Medium-Dark Roast

Espresso Blend
Dark Roast

Our Flavored Coffees

Tea Time – Drink Preparation

1. How do you make a 16oz Premium Iced Watermelon Oolong Tea?

2. How do you make a 20oz Matcha Tea Latte?

3. How do you make a 24oz Earl Grey Iced Tea Latte?

4. How do you make a 16oz Hot Cinnamon Spice Frozen Tea Latte?

5. How do you make a 20oz Minty Green Tea Latte?

Answer the following questions by filling in the blank or by selecting the best
answer/answers.

1. A single tea leaf can potentially produce green, white, or black tea. T/F?

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2. What is the proper term for herbal tea, a drink brewed from a mix of various herbs,
fruits, or flowers?
a. Tisanes
b. Scented Tea
c. Flavored Tea

3. Black Tea is:

a. Fermented
b. Unfermented
c. Harvested before the leaf opens

4. Green Tea is:

a. Fermented
b. Unfermented
c. Semi-fermented

5. Oolong Tea is:

a. Fermented
b. Semi-fermented
c. Harvested before the leaf opens

6. How much hot tea do you steep to make Premium Iced Tea?

7. How many sachets are used to make a Premium Iced Tea?

8. How much ice is used to make a Premium Iced Tea?

9. What is the mixing spoon used for when preparing a Hot Tea Latte?

10. When making an Iced Tea Latte how long do you need to wait for the concentrate
to steep?

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The Cashier
The Cashier: Position Priorities

It is critical that you know the priorities of each position behind the counter and use them as
a moment-to-moment guide for what you should do next. Write the Cashier’s priorities
word-for-word below.

1.

2.

3.

PERC Breakdown: The Cashier

1. Greet each customer with eye contact and a smile within three steps of the door.

2. Greeting customers using their name.

3. Enter the order exactly and with all of the details

4. Recommending that the customer try adding a shot of espresso to their coffee.

5. Ask every customer “Do you have a BIGGBY card?”

6. Thank and direct every customer to the delivery counter.

Answer the following questions about the Cashier’s duties.

1. What does the Cashier ask when a customer orders a latte, Hot Chocolate, or Tea
Latte?

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2. When a customer needs a suggestion, the Cashier asks “Would you like a drink with
coffee in it?” and “Would you like it to be hot, iced, or frozen?” What drink should
the Cashier recommend, given the following responses:
a. Hot with coffee:

b. Iced with coffee:

c. Frozen with coffee:

d. Hot with no coffee:

e. Iced with no coffee:

f. Frozen with no coffee:

3. After customers place their drink order, the Cashier will suggest a way for them to
improve their drinks. List three possible suggestions for the following drinks:
a. 16oz BIGGBY® Best Coffee

b. 20oz Vanilla Bean

c. 20oz Banana Berry Creme Freeze

d. 24oz Chai Latte

e. 24oz Caramel Marvel

4. What does ABC stand for and what is it an estimate of?

5. How do you determine what your ABC is?

6. If a customer ordered a 20 oz. Coffee, give three possible suggestions, whether a

beverage upsell, food, or otherwise, and the reason why they should take you up on
your suggestion (i.e., “Do you take cream? Have you ever tried a Café Au Lait?”).

1.

2.

3.

7. Describe how money is handled during a transaction.

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Answer the following questions about the BIGGBY® card program.

1. Beverage Reward
a. How can customers earn credits on their card?

b. How many credits must be accumulated to earn the reward, and what is it?

2. Whole Bean/ Ground Coffee Program

a. How can customers earn credits on their card?

b. How many credits must be accumulated to earn the reward, and what is it?

3. The Cashier must provide customers with their card reward balances, even if they
are zero. T/F?

4. Why is it important for the Cashier, when offering a card to the customer, to say
“Let me get one started for you.” Rather than asking “Would you like me to start on
for you?”

5. If a customer forgets their card, start a new one for them. T/F?

Answer the following questions about coupons as accurately as possible.

1. What information does the Cashier need to write on each coupon?

2. If a customer orders a 16oz Latte and a 20oz Frozen Mocha, which drink would be
discounted if they use:
a. A $1.00 off Coupon:

b. A Buy One Get One Free Coupon (BOGO):

c. A “full” BIGGBY® Card:

3. If the customer orders a 16 oz. Latte, a 20 oz. Frozen Mocha, and a 24 oz. Orange
Creme Freeze and presents a BOGO coupon, which drink will be free?

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Cashier: Calling out Drinks

How would the Cashier call out the following drink orders?

1. A 16oz Frozen Caramel Marvel with extra flavor.

2. A 10oz Mocha Mocha with skim milk.

3. A 24oz Hazelnut Mocha Iced with extra flavor.

4. A 16oz Latte with soy milk, an extra shot, and Coconut syrup.

5. A 20oz Breve Cocoa Carmella made not hot and with extra whip.

6. A 10oz Vanilla Bean made as a cappuccino with ½ decaf shots.

7. A 24oz Strawberry Iced Steamer with skim milk and no whip.

8. A 20oz Mocha Caramel.

9. A 16oz Frozen Latte with an extra shot and whipped cream.

10. A 20oz Café Au Lait with Cinnamon syrup, and extra hot.

11. A 20oz Banana Berry Creme Freeze.

12. A 24oz Iced Caramel Marvel with light flavor and no garnish.

13. A 16oz Teddy Bear made with soy and no foam.

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The Food Menu

Answer the following questions regarding food preparation.

1. It is not necessary to wash your hands if you are using disposable gloves. T/F?

2. What concentration should the sanitizer solution be?

3. Describe how you prepare to do food prep (both yourself and the food prep area)?

4. How many days are muffins dated for?

5. How many days are Iced Tea, Lemonade, and Iced Coffee dated for?

6. When placing date labels on food containers, where must the labels be placed?

7. Yogurt containers that have a sell by date must be date labeled when opened? T/F?

8. How should turkey that has been frozen and thawed be dated?

9. What should the use by date be on the following items?

a. Blueberries thawed on 8/25

b. Donut Holes thawed on 3/27

c. Turkey prepped from a new package (refrigerated) 12/26

d. Iced Coffee brewed on 6/30

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ANSWER KEY

Vision and Purpose – pg. 1

Fill in the blanks

BIGGBY® COFFEE exists to support you in building a life you love.

BIGGBY® COFFEE’s vision is to improve workplace culture in America.

List the 4 Foundational Elements to Building a Life You Love:

5. Knowing Who You Want to Be

6. A Sense of Belonging
7. The Ability to Exceed Your Basic Needs
8. Discovering Your Personal Vitality

Operating Philosophy: PERC – pg. 1

Fill in the blanks

P – Perception by customers that we respect their time and move them as quickly as
possible

E- Every customer leaves the store in a better mood than when the customer arrived

R – Recognize each customer as an individual

C – Consistently produce a high quality beverage

The Mission Statement – pg. 1

Fill in the blanks

Create one new BIGGBY® COFFEE fanatic per day, per store who will actively promote us
to others.

Our Cultural Values – pg. 2

List the 4 Cultural Values

5. Make Friends
6. Have Fun
7. B Yourself
8. Share Great Coffee

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Appearance and Uniform Policy – pg. 2

Select whether each statement is true or false – if the statement is false, write the statement as it
should appear.

1. True
2. True
3. False, tattoos are allowed as long as they are not excessive or offensive.
4. True
5. False, one wrist watch, one ring, one facial piercing (nose or eyebrow), two pieces
of jewelry on each ear.
6. True
7. True
8. True
9. True
10. True

Sanitation – pg. 2
Answer the following questions

1. 40 to 135 degrees Fahrenheit

2. Aprons act as barrier, protecting the food and equipment from the germs on your
clothing
3. Hands should be washed for at least 20 seconds. An easy way to help with this is to
say PERC twice while scrubbing.

Food Safety – pg. 3

Answer the following questions

1. A potentially hazardous food is a food that is more susceptible to the

microorganisms that cause foodborne illness. We carry turkey, egg, Havarti
cheese, ham, milk, whipped cream, cream cheese, soy milk, and coconut milk.
Properly store and handle food, using proper hand washing procedures to
reduce the risk of cross-contamination. Avoid storing food in the temperature
danger zone.
2. FIFO stands for first in, first out. It is used to rotate all of our products, not just
the perishable items. If you place new product behind or below existing
product, and also check date labels, FIFO will happen every time.

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How Does Each Position Affect PERC? – pg. 3

Answers may vary.

1. The Cashier is always present at the POP waiting to greet customers, the
Milksteamer actively engages customers in conversation to take their mind off of
their wait.
2. Treat every order as if it is a race; the Cashier is always present at the POP waiting
to greet customers; apologize if there was a wait.
3. Do everything with a sense of urgency; keep the airpots full.
4. Make eye contact, smile, be aggressively friendly, keep the store clean by running
laps every 15 minutes, the Milksteamer actively engages customers in conversation.
5. Learn customers’ names, drinks, and stories, the Cashier makes informed upsells, the
Shotpuller has quick conversations with customers while running laps, and the
Milksteamer can chat with them about their day and life, showing genuine interest.
6. Follow drink recipes and use measurements, the Cashier must ring up orders
accurately, the Shotpuller uses fresh espresso shots, and the Milksteamer must make
sure the drink is perfectly presentable.

The Shotpuller – pg. 4-5

Shotpuller Position Priorities

1. Pull shots and set up drinks

2. Complete and serve toasted foods, including Bragels
3. Brew coffee and run laps

Answer these questions about the Shotpuller position.

1. Immediately
2. To allow the Shotpuller and Milksteamer to begin preparing the drink, without
waiting for the printed drink ticket.
3. “Thank you”
4. To communicate to the customer that we are on it.
5. 19-23 seconds
6. The crema will deteriorate, which affects the flavor of the shots.
7. Directly on the ticket, positioned near the magic line.
8. The first drink should be placed closest to the Milksteamer, and proceed back
towards the Shotpuller.
9. Hot drinks prepared with thin syrup only
10. “All Set”
11. What needs to be done to finish the drink
12. Cleaning and restocking
13. To prevent coffee outages
14. To distinguish between equipment for flavored coffee and for varietals, which is
important to avoid tainting the flavor of the varietal coffees.

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15. To help maintain their temperature

16. Until the 5 hour kill time
17. 175°F
18. Customer prep, lobby, restrooms, exterior, assist Cashier and Milksteamer.
19. Every fifteen minutes
20. Customers will not leave in a better mood if the store is not cleaned and stocked.
21. For new customers coming in
22. So that they can stop what they are doing and attend to their first priority.
23. Behind the line ready to start pulling shots and setting up that customers drink.

PERC Breakdown: The Shotpuller – pg. 6

P of PERC

1. Hustle – the customer will be reassured we are doing everything we can to move
the line.
2. Say “thank you” in response to the Cashier’s call – it lets the customer know that we
are on it.
3. Read the drink ticket carefully to avoid mistakes
4. Check the airpots regularly to prevent customers from waiting while you rebrew an
empty one.

E of PERC

1. Smile and be energetic – it’s contagious

2. Only use fresh espresso shots that pulled within the correct 19-23 seconds range
3. Prepare drinks correctly by following the recipe
4. Run laps every 15 minutes to make sure the store stays clean

R of PERC

1. While setting up drinks, acknowledge customers as they wait in line using their
name when possible.
2. While checking airpots, engage customer in conversation as they are filling up.
3. While cleaning the customer prep area, engage customers standing there in quick
conversation.
4. While cleaning the lobby, follow up with customer you remember – “How was your
Caramel Marvel?”

C of PERC

1. Follow recipes and procedures to the letter

2. Time espresso shots every three hours to ensure they are pulling in the correct
range.
3. Use the proper origin/flavor grinder and brewing equipment.
4. Rebrew coffee before the five hour kill time to make sure it stays hot.

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 Homework: NBT

Espresso and “Pulling Shots” – pg. 7

Answer the following questions.

1. Portafilter
2. 19-23 seconds
3. The foam-like, golden brown layer on the top of our espresso shots. It is a
suspension of coffee oils in the liquid espresso (an emulsion).
4. It provides the full body and rich aftertaste.
5. In the knockbox directly after shots have been pulled. Never leaves grounds sitting
in the espresso machine.

Shotpuller Only and Mostly Shotpuller Only Drinks – pg. 7-8

Answer the following questions.

 If the customer does not request a specific coffee , fill a 20 oz. hot cup ¾ full with
BIGGBY® Best. Add two espresso shots to the drink. Place the cup on the ticket and
say “All Set”.
 Fill a 16 oz. hot cup ¾ full with water pulled from the coffee brewer hot water tap.
Add three shots to their drink. Place it on the ticket, and say “All Set”. The
Milksteamer will serve it as is.
 So that the crema is preserved. Pouring in water or coffee over the shots will break
apart the crema – the crema is an important component of these drinks.
 A steamer is available Hot, Iced, or Frozen and is a milk-based drink which does not
have coffee in it – just milk and flavor.
 2/3 cup of ice, pour in cold 2% milk until the ice floats, add the flavor – 4 pumps of
chocolate, chop stir, add more milk if needed and incorporate and the drink is “all
set.” The Milksteamer should add whipped cream and a three-ring chocolate spiral.
 Drinks that have thick syrup in the recipe automatically receive whipped cream.
Thick gets whip!!
 Cut the fruit flavor in half with vanilla to prevent curdling – this is only necessary
when there are only fruit flavors present in the drink.
 True
 2/3 cup ice

Write the syrup types and how many pumps of syrup in the following drinks:

1. 3 pumps Strawberry
2. 5 pumps Vanilla
3. 1.5 pumps Vanilla, 1.5 pumps Strawberry
4. 4 pumps Caramel
5. 3 pumps Raspberry
6. 5 pumps Frosted Mint

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 Homework: NBT

Setting up Hot and Iced Drinks – pg. 8

Fill in the blanks for the set-up of these hot and iced beverage.

5. A 20oz Mocha Mocha receives 4 pumps of thick Mocha sauce and 2 shots of
espresso – gently stir and say “all set” to the Milksteamer.
6. A 24oz Iced Vanilla Bean receives 2/3 cup of ice, cold 2% milk poured over the ice
until the ice floats, 5 pumps of thin Vanilla syrup, 3 shots of espresso, stir, and it is
“all set.”
7. A 16oz Teddy Bear receives 1.5 pumps of thick Caramel sauce, 1.5 pumps of thick
White Lightning (white chocolate) sauce, and 2 shots of espresso. Stir the flavor and
espresso together and this drink is “all set.”
8. A 20oz Iced Butter Bear receives 2/3 cup of ice, cold 2% milk, 3 pumps of thick
Caramel sauce, 2 pumps of thin Butterscotch syrup, 2 shots of espresso, chop stir
this drink because it’s iced and has a thick syrup, and say “all set” to the
Milksteamer.

Frozen Lattes – pg. 9

Fill in the blanks

7. A 24 oz. Frozen Mocha Mocha receives 6 pumps of Tenacious Tonic, 3 pumps of

chocolate, and 3 shots of espresso.
8. A 20oz Frozen Teddy Bear receives 5 pumps of Tenacious Tonic, 1 pump of caramel,
1 pump of white chocolate , and 2 shots of espresso.
9. A 16oz Frozen Mint Mocha receives 4 pumps of Tenacious Tonic, 1.5 pumps of Mocha
Mocha, 1 pump of mint, and 2 shots of espresso.
10. A 24oz Frozen Neapolitan receives 6 pumps of Tenacious Tonic, 1.5 pumps of Mocha
Mocha, 1.5 pumps of vanilla, 1.5 pumps of strawberry, and 3 shots of espresso.
11. A 16 oz. Frozen Sugar Bear receives 4 pumps of Tenacious Tonic, 1.5 pumps of thick
caramel sauce 1 pump of thin hazelnut syrup, and 2 shots of espresso.
12. A 16oz Frozen Mocha Caramel receives 4 pumps of Tenacious Tonic, 1 pump of
Mocha Mocha, 1 pump of caramel, and 2 shots of espresso.

Creme Freezes – pg. 9-10

Fill in the blanks

9. A 24oz Raspberry Zinger Creme Freeze receives 6 pumps of Tenacious Tonic, 1

lemon slice(s), 6 pumps of raspberry, and 5 ounces of lemonade.
10. A 24oz Mango Creme Freeze receives 6 pumps of Tenacious Tonic and 9 ounces of
Bango Mango.

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 Homework: NBT

11. A 16oz Strawberry Shortcake receives 4 pumps of Tenacious Tonic, 4 pumps of

strawberry syrup, 3 strawberries, and 3 ounces of lemonade.
12. A 16oz Banana Berry Creme Freeze receives 4 pumps of Tenacious Tonic, 1
banana(s), 3 strawberries, and 3 ounces of orange juice.
13. A 20 oz. Chocolate Chip Cookie Creme Freeze receives 8 pumps of Tenacious Tonic,
½ chocolate chip cookie(s), and 4 ounces of milk.
14. A 24oz Chai Creme Freeze receives 6 pumps of Tenacious Tonic, 4.5 pumps Chai,
and 5 ounces of milk.
15. A 20oz Red Bull Creme Freeze receives 5 pumps of Tenacious Tonic, and 1 can(s) of
Red Bull.
16. A 24oz Frozen Hot Chocolate receives 6 pumps of Tenacious Tonic, 4.5 pumps of
Mocha Mocha, and 5 ounces of milk.

The Milksteamer – pg. 10-11

1. Steam milk, prepare and serve drinks

2. Actively engage each customer in conversation
3. Clean and restock

Milksteaming Process – pg. 10-11

1. To clear out any excess moisture that may have collected in the tip of the wand.
2. ½ inch or less, ½ a cup
3. 150, 160, 120
4. Stretching and Rolling
5. It helps add body and texture to the milk
6. If the foam on top is being consumed into the milk on the bottom.
7. The milk and foam stay combined. It gives it the creamy complex taste.

One Sauce Two Sauces

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PERC Breakdown: The Milksteamer – pg. 11-12

1. Hustle – the customer will be reassured we are doing everything we can to move
the line.
2. “Calm the Crowd” by calling out the drink lineup – it gives the customer the sense
that we are on it.
3. Do not talk to the Shotpuller while a customer waits – it will seem like you are taking
your time.
4. Keep the reach-in cooler stocked so you will not run out while a customer waits.

1. Smile and be energetic – it’s contagious

2. Serve drinks in the same order they were given – if you pass over a customer they
will be angered.
3. If a customer complains about a drink (or there is a mix-up), remake the drink
immediately.
4. Keep the delivery counter clean – is it’s messy customers may not feel good about
the entire experience

1. Make an effort to learn customers names

2. Ask customers about their plans for the day or weekend
3. Follow up with customers on previous conversations
4. Engage customers using the air[ports as well – the Milksteamer may be their only
point of contact.

1. Listen for the Shotpuller to say “All Set” before starting the drink
2. Prepare the drink correctly with milk steamed properly, and poured with the proper
amount of foam.
3. Serve perfectly presentable drinks, with no stains on the cup, attractive whip, and
proper garnish.
4. Clean the milk wand thoroughly immediately after steaming milk.

Drink tickets – pg. 13

1. Double 16oz Breve Mocha Mocha with sugar free chocolate

2. 20oz Cocoa Carmella, not hot with extra whip
3. Single 10oz Decaf Skim Cappuccino with light sugar free vanilla
4. Triple 24oz Iced Vanilla Bean, made ½ decaf and a Double 10oz soy White Lightning,
no foam and no whip
5. Triple 24oz Frozen Mocha Caramel with extra whip and a 16oz Earl Grey Tea Latte
with an extra sachet

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 Homework: NBT

6. Triple 24oz coconut Latte with whipped cream and a Triple 20oz Frozen Caramel
Marvel with extra flavor

Milksteamer Drink Preparation – pg. 14

1. Caramel Marvel (caramel), Mocha Mocha (chocolate), White Lightning (white

chocolate), SF Mocha (SF chocolate), and Mellow Mellow (marshmallow)
2. To avoid making a mess of the cup and to ensure the customer is able to put a lid on
top.
3. A light spiral of thick syrup garnish – a spiral pattern of 3 loops for one sauce, or for
2-sauce drinks, add 2 wide spiral loops with the second sauce roped in from the
center of the spiral.
4. # of shots, size, espresso mods, milk mods, the name of the drink, and all other
special instructions
5. It helps prevent confusion and the customer will learn our terminology
6. In the same order the Cashier received them, unless ticket hopping in a DT, in which
case DT orders will alternate with in-house orders.
7. 30 seconds
8. The cappuccino is foamy (1/2 cup of foam) which gives it a stronger coffee profile
than the latte which has more liquid and only ½ inch of foam.
9. The liquid surface
10. Flavored Lattes
11. 2/3 cup of ice, 2% milk, 3 pumps caramel, 2 shots espresso, whipped cream, and
garnish
12. Steam milk normally, let pitcher sit un-agitated on counter for 10 seconds, pour
slowly.
13. We must serve velvetized milk --- warmed milk is thin and bland
14. The Cashier should as “Would you like it Frozen or over ice?” and then ring up either
a Frozen Latte or an Iced Latte, respectively.
15. The Shotpuller should take a hot cup, fill it halfway with BIGGBY Best (unless
otherwise specified), and place it on the drink ticket for the Milksteamer
16. Cocoa Carmella
17. Add 5 pumps of vanilla syrup to a 24oz cup, tuck the tags from two Hot Cinnamon
Spice sachets under the lip of the cup, add velvetized milk until full. Give it a gentle
stir to incorporate the flavor.
18. Spicy mixture of black tea, honey, and steamed milk with overtones of clove and
cinnamon. The Shotpuller should pump the appropriate number of pumps of chair
concentrate into the hot cup. The Milksteamer will steam the milk like a altte, pour it
like a latte, and stir.
19. A chai latte with shots of espresso
20. It is prepared no whip, and for hot drinks, made extra hot and no foam.
21. 32 oz = 2 16 oz drinks, 100 oz = 5 20 oz. drinks
22. You must wash, rinse, and sanitize it after using it in the customer’s mug

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Hot/Iced Specialty Beverages – pg. 15-16

Fill in the blanks

1. 2 pumps and 2 pumps

2. 2 ½ pumps and 2 ½ pumps
3. 1 ½ pumps and 1 pump
4. 1 pump and 1 pump
5. 2 ½ pumps and 2 ½ pumps
6. 3 pumps
7. 2 pumps
8. 5 pumps
9. 1 pump, 1 pump, and 1 pump
10. 4 ½ pumps
11. 3 pumps caramel, 2 pumps hazelnut
12. 3 ½ pumps chocolate, 2 ½ pumps mint
13. 2 ½ pumps caramel, 1 ½ pumps butterscotch
14. 2 ½ pumps chocolate, 2 ½ pumps vanilla, 2 ½ pumps strawberry
15. 2 pumps
16. 1 ½ pumps, 1 ½ pumps
17. 2 pumps chocolate
18. 2 pumps, 2 pumps
19. 4 pumps of Chai Concentrate

Reduced Calorie – pg. 16

Fill in the blanks

20. 1.5 pumps, 1.5 pumps

21. 5 pumps SF Mocha Mocha
22. 3 pumps SF Caramel
23. 3 pumps SF Mocha Mocha, 2 pumps SF Caramel
24. 2.5 pumps, 8.5 pumps, 3
25. 2.5 pumps, 2.5 pumps, 3 pumps, 4
26. 3 pumps, 3 pumps, 3 pumps, 3

PERC REVIEW – pg. 17

Perception by customers that we respect their time and move them as quickly as
possible.

Every customer leaves the store in a better mood than when the customer arrive.

Recognize each customer as an individual.

Consistently produce a high quality beverage.

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Mission Statement – pg. 17

Create one new BIGGBY® COFFEE fanatic per day, per store who will actively
promote us to others.

Cultural Values – pg. 17

1. What are the BIGGBY® COFFEE Cultural Values?

2. How do we use our Cultural Values --- why specify them?

Coffee Growth and Processing – pg. 18

1. The seeds of coffee cherries

2. Medium, medium-dark, and dark
3. BIGGBY Best Decaf/Espresso Decaf – same bean used in both ways.
4. The European Process
5. Air and Moisture
6. It will absorb scents and flavors from other food. Freezer burn will deteriorate the
flavor of the beans.

Coffee Roasts – pg. 18

Medium – Flavored Coffees

Medium-Dark – Espresso Blend, BIGGBY® Best

Dark – French Roast

Tea Time – Drink Preparation – pg. 19

1. Steep 1 sachet in 8 oz hot water for 60 seconds. Fill a 16oz cold cup level with ice. Once
concentrate is finished pour on top of ice with tea bag.
2. Add one heaping tablespoon of Matcha powder to a 20oz hot cup, velvetized 2% milk – stir until
Matcha has dissolved.
3. Steep 2 Earl Grey sachets in 5 oz. hot water for 60 seconds to make concentrate. Fill 24oz cold
cup with 2/3 cup of ice. Pour milk overtop and add in 5 pumps of vanilla. Add in the concentrate
and sachets, and stir, careful not to entangle the sachet strings.
4. Steep one sachet in 3 oz. hot water for 60 seconds to make concentrate. Add a level cup of ice
to the blender along with 4 pumps of tonic, 4 pumps of vanilla, and the tea concentrate. Blend.
5. Add one sachet into a 20oz hot cup, tucking the tag under the lip at the seam, 4 pumps of
vanilla, velvetized 2% milk. Stir being careful not to entangle the sachet string.

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Tea Time – Tea Knowledge – pg. 19

1. True
2. A) Tisanes
3. A) Fermented
4. A) Unfermented
5. B) Semi-fermented
6. Half of the cup size
7. 1,1, 2
8. Level cup of ice
9. To gently stir the vanilla into the drink
10. 60 seconds

The Cashier: Position Priorities – pg. 21

1. Greet customers within three steps of the door and complete their transactions as
quickly as possible
2. Build sales through suggestive selling
3. Clean and restock the POP area, including food

PERC Breakdown: The Cashier – pg. 20-21

1. P- Greeting the customer immediately shows that our focus is on them and that we
respect their time
2. R – It will make the customer feel special
3. P – avoiding mistakes will speed up the transaction. E and C – it will help avoid
mistakes with drink quality
4. E/R – the customer will feel you are helping them find a better way to order their
drink
5. E – it reminds regulars to use their cards and helps get new customers into the
program
6. P – it helps to move the line, E – it helps new customers learn our system

Cashier Duties – pg. 21-22

1. “Would you like that Hot, Iced, or Frozen?”

2. Answers Below
a. Caramel Marvel
b. Iced Mocha
c. Frozen Mocha
d. Cocoa Carmella
e. Iced Chocolate Steamer
f. Frozen Dark Hot Chocolate
3. Answer will vary but may include
a. Upsize, add a shot, make it an Americano, add a flavor
b. Upsize, add a shot, Zip!, whipped cream, try a Frozen Vanilla Bean

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c. Upsize, Zip!, whipped cream

d. Add a shot, add flavor, add whipped cream, try a Frozen Chai Latte
e. Add a shot, Zip!, try a Frozen Caramel Marvel
4. Average Beverage Check; it’s an estimate of how much each customer spends per
visit
5. Divide sales by cup count
6. Answers will vary, but may include:
a. “Have you ever tried a Red Eye? It’s so great – extra caffeine, bigger coffee
flavor – try one?”
b. “I’ve got an idea for you – try an Americano! It’s a smoother, tastier version of
our brewed coffee.”
c. “You need to try one of our Turkey Havarti Bragels – they are so good!”
d. “Did you need any coffee beans to brew at home for the weekend?”
e. “Do you need a new travel mug for your coffee? This seals tight so it won’t
spill and will keep it nice and hot!”
7. Pull the customer’s payment to your side of the counter, left in full view. Close the
check with the appropriate tender, hand the customer coins first, then count back
the bills one at a time.

Rewards Program – pg. 22

1. Beverage Reward
a. By purchasing any full price beverage purchase
b. Earn 12 credits to get a free beverage of any size, bottled beverages are
included.
2. Whole Bean/Ground Coffee
a. By purchasing a pre-pack bag or bulk coffee, or pods at full price.
b. Buy 9 pounds and the 10th pound is free.
3. True
4. “Let me get one started for you” is not a yes or no question, and the customer is
more likely to accept a BIGGBY card.
5. False. They forfeit their card points for that visit.

Coupons – pg. 23

1. Their initials and the pre-tax amount of the discount on each coupon
2. Answers Below
a. The 20oz Frozen Mocha
b. The 16oz Latte
c. The 20oz Frozen Mocha
3. The 20oz Frozen Mocha

Cashier: Calling out Drinks – pg. 24

1. Double 16 Frozen
2. Single 10 Skim

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 Homework: NBT

3. Triple 24 Iced
4. Double 16 Soy, extra shot (or Triple 16 Soy)
5. 20oz Cocoa Carmella, Not Hot
6. Single 10oz Cappuccino, ½ decaf
7. 24oz Iced Steamer with Skim
8. Double 20oz
9. Double 16 Frozen, extra shot (or Triple 16 Frozen)
10. 20oz Café Au Lait, Extra Hot
11. 20oz Banana Berry Creme Freeze
12. Triple 24 Iced
13. Double 16 Soy, No Foam

The Food Menu – pg. 25

1. False, you must wash them before and after using them
2. 150-200 ppm
3. Wash your hands, put on an apron, prepare a sanitizer solution bucket and towel to
on/near the food prep area. Use the sani-towel to wipe down the food prep area.
Take inventory of prepared food to determine what needs to be made. Assemble
the utensils and ingredients needed to prepare the first recipe.
4. 3 days total (prep date +2 days)
5. 7 days total (prep date +6 days)
6. On the side of the container, never the lid.
7. True, 7 days total (prep date +6 days) – unless the expiration on the original
packaging expires first, in which case use the expiration date.
8. When they are pulled out of the freezer mark the date they were pulled out and the
use by date for 6 days total (thaw date +5)
9. Answers Below
a. 8/31
b. 3/29
c. 1/1
d. 7/6

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