D1

Delivery

Delivery Essentials

D1: Delivery Rider

Candidate Name: ___________________________________________

Trainer/Supervisor Name: ___________________________________________
Date Started: ___________________________________________
Date Finished: ___________________________________________

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Contents
Brand Ambassador (Bike, Bag and Self)..........................................................................3
Introduction To the Menu................................................................................................3
KFC Mobile Application (KFC APP)...................................................................................4
Assembly / Checking the order.........................................................................................4
Road Principles Route and Delivery Criteria....................................................................5
Delivering the Order.........................................................................................................5
Cash & Credit Handling Principle......................................................................................5
Safety And Security...........................................................................................................5

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Brand Ambassador (Bike, Bag and Self)

As a Delivery Rider you are

representing KFC, your personal
Grooming is the key thing to
communicate with customer. As
in your foundation week you
would have seen that as a brand
ambassador you not only
represent KFC through your
grooming, but your words and
actions are equally important.
1. Your gears are proper and well
maintained (Helmet, Jacket,
Shoes etc)
2. Ensure your bike is fit with:
a. Indicators
b. Headlight,
c. Back light, proper breaks and enough fuel for the shift.
3. Rider should come 10mins before his duty starts. So, he/she
must be ready on time and clean & sanitize your bag.

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Introduction To the Menu.

Our customers expect every team member to know about our food and
beverages. Make sure you know things like:
 What do we sell and their prices?
 The ingredients used in each item?
 The size options for our meals sides and beverages.
Our menu is divided into 5 segments
1. Everyday Value (Everyday Value consists of everyday affordable meals)
2. Ala carte & Combos (Ala Carte Includes separate Burgers/wrap and combos
include Burger + Fries + Regular Drink)
3. Sharing (Sharing Meals consist of family Meals i.e., Family Festivals, chicken
Bucket Etc.)
4. Signature Boxes (Signature Boxes are specially designed premium meals, i.e.,
Wow meal, Xtreme Duo Box, Etc.)
5. Snacks (Snacks are included with separate items, di.e., Fries bucket, hot wing
Bucket, Hotshots, Snack Bucket Etc.
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KFC Mobile Application (KFC APP)

KFC Home Delivery Service is the state of the art frame work, where customer needs
are on our 1st priority. In KFC we are handling Delivery order tracking system and
manage through our Mobile Application.
Currently Application is working on Android Platform.
The manager will share the application and Login details with you.
1. Log in to the APP.
2. Start your shift.
3. You will receive orders to your app
4. Click to Accept the order
5. You can only pair 2 orders in one round of trip
6. When you leave the restaurant click Dispatch
orders on the app one by one
7. As you reach the customer’s doorstep you
mark Arrived in the application
8. As payment is made by the customer (Cash/
Credit) Mark the order as delivered.
9. Whenever you have to take a break there is
an option in the app called Break (Prior take a
break ask MOD for a short Break)

Assembly / Checking the order

1. Know complete menu
2. Read special instructions carefully and communicate with packers if there are any
special instructions.
3. Always use LIFO (Last in First Out) when packing
4. Every order is packed by dedicated packers

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5. You have to check and cross verify with order slip that orders are accurate
6. Before leaving restaurant ensure all products are packed properly (Cold and Hot
Product Separately)

Make sure all packaging materials and stocked before the shift to ensure speed of
service.

Health and Safety are very important. Make sure your wear gloves and use sanitized
tongs to pack the food.

Make sure you know the combinations to be packed, they are not all the same.

Pay special attention to FIFO ( First In, First-out). Make sure no expired items are
packed.

Always verify the order against the slip and make sure to fulfill any special requests

• Chicken Pieces
• Fries
• Bun
• Coleslaw

• Wings
• Ribs
• Thighs
• Drumsticks
• Keel

Packing Chicken and Chips

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• Step 1: First, Select the appropriate box

• Step 2: Next, add the chicken, In the following combinations
• - Drum + Rib (breast)
• - Drum + Thigh
• - Wing + Thigh
• Step 3: Add a regular fries
• Step 4: Add the bun
• Step 5: Add the drink if applicable
• Step 6: Add the appropriate condiments
• ( 1 ketchup + 1 Chili Garlic Sauce +1 Napkin
• Make sure you know the combinations to be packed, they are not all the same.

3 pcs Deal
Step 1: First, Select the appropriate box
Step 2: Next, add the chicken, In the following combinations
- Thigh + Drum + Rib (breast)
- Thigh + Rib + Wing
- Keel + Rib + Drumstick
- Keel + Wing + Drumstick
Step 3: Add regular fries
Step 4: Add the bun
Step 5: Add the drink if applicable
Step 6: Add the appropriate condiments
( 1 ketchup + 1 Chili Garlic Sauce +1 Napkin)
Make sure you know the combinations to be packed, they are not all the same.

5 pcs Deal
Step 1: First, Select the appropriate box
Step 2: Next, add the chicken, In the following combinations
- Wing 1
- Rib (breast) 1
- Thigh 1
- Drumstick 1
- Keel 1

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Step 3: Add a Large fries
Step 4: Add 2 drinks
Step 5: Add the appropriate condiments
( 3 ketchup + 3 Chili Garlic Sauce +3 Napkin)
Make sure you know the combinations to be packed, they are not all the same.

Step 1: First, Select the appropriate box

Step 2: Next, add the chicken, In the following combinations
- Wing 2
- Rib (breast) 2
- Thigh 2
- Drumstick 2
- Keel 1
Step 3: Add a fries bucket
Step 4: Add 1 1.5Ltr drink
Step 5: Add 2 coleslaws
Step 5: Add the appropriate condiments
( 4 ketchup + 4 Chili Garlic Sauce +8 Napkin)
Make sure you know the combinations to be packed, they are not all the same.

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Road Principles Route and Delivery Criteria

1. Know your trade area from map.
2. Avoid School, College, Universities side roads to avoid traffic.
3. Wear Helmet and make sure your bike’s safety measures, like, indicators, front &
back lights, Horn, break are in working condition.
4. Avoid speeding and stay in your lane.
5. Do not break one way.
6. Do not use cell phone while riding.
7. Follow traffic rules, do not break signals.

Delivering the Order

1. Make sure your remove your helmet and wear Cap before step in to customers
door.
2. Greet with great smile, eye contact, with good opening note.
3. Confirm the order and change back with the customer.
4. Closing with thanks & and closing note.

Cash & Credit Handling Principle

1. Rider is allowed to have Rs.2000 as a float with him.
2. Rider can’t carry more than Rs.5000 of Orders Money.
3. Riders should not carry his Personal money more than Rs.500 while he is on duty.
4. No short change to the customer.
5. Charge with the right payment mode credit in credit and cash in cash.
6. In case of payment mode change by customer must inform your MOD.
7. Credit slip should be handed over to the designated Dispatcher/MOD.
8. Must verify the amount on machine before charge and on slip after charge.
9. Ensure credit transactions made in-front of customer.

Safety And Security.

1. Avoid step in customers house although customer offers to comes in.

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2. Avoid Delivering the order which doesn’t have proper house/flat address or on
road side.
3. Ensure Customers Data policy, do not share any customers information with
anyone one outside KFC.
4. “Speed up on your feet not on Seat “

M Maps are updated and within 8 minutes

A Accurate orders packed
L Layout are Linear
R READY for PEAK… Prep, prep, prep…
I Intelligent Dispatching
S Speed Rack Execution
S Staffed for Speed

The 3 As of Appearance
1. My Appearance
2. Appearance for My Vehicle
3. Appearance for My Pouch

The 3 As of Attendance
1. Attendance in the Restaurant
2. Attendance at the Customer’s Door
3. Attendance for the Next Order

The 3 As of Attitude
1. Attitude in the Restaurant
2. Attitude on the Road
3. Attitude at the Customer’s Door

6. Complete uniform –

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 Cap
 Polo Shirt (white/black undershirt, if desired)
 Long Pants (provided by company, no jeans)
 Black Shoes – well shined and non skid
 Black Socks
 Belt bag
 Name tag – legible and in good condition
 Jacket – company provided only(during winter)

Bike Appearance
1. Clean and well maintained
2. No bad odor
3. No personal things allowed inside the car.
4. No tinting of car windows
5. Boxes should have locks
6. Boxes should have company logo

Delivery Bag
 Clean and well maintained
 Not torn and faded
 Free of foul smell
 Clean and sanitized daily
 Heated elements are in good condition

 Attendance at the Customer’s Door

 Vehicle should be parked in the designated parking only.
 Delivers order within the 30 minutes promise time.
 Never speed even if the order is late. Speed happens in the restaurant, not on
the road.
 Uses heated pouches in all deliveries.

Courtesy

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Use good manners, smile and be friendly when interacting
with every customer.
Attentiveness
Listen & maintain eye contact as customers talk
Anticipate the needs of your customers so they do not have to
ask.
Respect
Never argue with customers
Treat all customers fairly
Always be patient and polite even if you are busy
Enthusiasm
Display a positive, can-do attitude, always wear a clean and
neat uniform
Importantly, have fun! Enjoy what you are doing

“B-L-O-B-A-G”
B – Battery
L – Lights
O – Oil Level
B – Brakes
A – Air on Tires
G – Gasoline (fuel)

Carry the order in the vehicle using the delivery pouches. Always separate HOT and
Cold products.
3. Always wear protective gear like seatbelts for car drivers and helmet for bike
drivers.
4. Drivers go directly to the customer’s location but do not speed.
5. Practice safe driving techniques at all times.
“FAST ON YOUR FEET, NOT ON YOUR SEAT.”
6. Be courteous and obey traffic rules.
7. Be alert.
8. Park the vehicle in legal parking place within quick distance to the customer’s
location.

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9. Always deliver the order with the heated pouch.
10. Action Speaks…
11. Gesture = 55%
12. Tone of Voice = 38%
13. Words = 7% 100%

*Park vehicle in appropriate place

*Remove Helmet
*Greet the customer - smile and make eye contact
*Introduce self by name
*Verify the customer’s name
*Greet children in a friendly manner

*Verify the order for the customer by repeating each item as you hand it over.
*Caution the customer about the products being HOT.
*Confirm that no items are missing.
*Offer to wait while the customer checks the order.
Use the customer’s name at least once during the conversation.

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*State the amount due and give the receipt.
*Collect payment or coupons(if applicable)
*Give correct change.
*Thanks the customer with a warm smile.
*Make direct eye contact.
*Tell the customer to enjoy the meal
*offer another appropriate comment.
*Offer a warm farewell
*Invite customer to order again.

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