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Service Manual - Senior Citizen Discount Procedures

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					                                                             RS-SMS SCD 0007
           SENIOR CITIZEN                                   Issue. Rev. No.: I1 R0


             DISCOUNT
                                                            Date Issued: APRIL 2010
                                                            Supersedes:
RS-SMS-Service Manual                                       Source: Restaurant Systems
Reason for Revision:

                                          INTRODUCTION
            Senior Citizen Discount is a privilege given to a customer 60 years old and above that can be
      availed in any Chowking stores. A maximum of 20% senior citizen discount on food purchase shall be
      given for the “exclusive use and enjoyment” of the senior citizen and shall mean “for the senior
      citizen’s personal consumption” only. Valid for dine-in, take-out and delivery.

                                    OPERATING PROCEDURES
                                        1.Follow the standard order/cashiering procedures for regular
                                        orders.
                                              If the customer is a senior citizen and is ordering/eating in
                                              the company of others, cashier must ask which products
                                              will be consumed by the senior citizen:
                                                     Spiel: “Ma’am/Sir, ano po product ang order ng kasama
                                                     nating senior citizen. Ito lang po kasi ang entitled sa senior
                                                     citizen discount.”
                                                     IMPORTANT: The senior citizen discount shall apply
                                                     to the products being consumed by a senior citizen
                                                     only.

                                        2. Politely ask for the valid ID.
                                             2a. For Senior Citizens:
                                                    2a.1. Valid National Identification Card provided and issued
                                                          by Dept. of Social Welfare & Development (DSWD)
                                                          through the Office of the Senior Citizen Affairs
                                                          (OSCA). It is non-transferable and should be availed
                                                          by the Senior Citizen himself.
                                                    2a.2. Identification card issued by the City or Municipal
                                                          Mayor or Barangay Captain of the place where senior
                                                          citizen or the elderly resides.
                                                    2a.3. Passport of the elderly person or senior citizen
                                                          concerned.
                                                    2a.4. Other IDs or documents that established that the
                                                          senior citizen or elderly person is a citizen of the
                                                          Republic and is at least sixty (60) years of age.
                                                         Senior Citizen may be granted to a Senior Citizen’s
                                                          representative provided at the time of purchase, they
                                                          can present an Authorization Letter and any of the
                                                          valid identification cards.




Prepared By: CL Carandang                                 Approved By: ES Vista
                                                                                                   page 1 of 7
                                                  RS-SMS SCD 0007
           SENIOR CITIZEN                         Issue. Rev. No.: I1 R0


             DISCOUNT
                                                  Date Issued: APRIL 2010
                                                  Supersedes:
RS-SMS-Service Manual                             Source: Restaurant Systems
Reason for Revision:

                            OPERATING PROCEDURES
                             IMPORTANT:
                             All transactions under senior citizen requires valid ID. No ID, no
                             discount policy shall apply. If the customer insists to avail his discounts,
                             cashier must politely inform the customer:
                                     Spiel: “Ma’am/Sir, sa latest guidelines po ng DSWD, ang
                                       senior citizen discount ay ma-avail po lamang kung may valid
                                       ID po maipapakita. Requirement po kasi ito para sa BIR audit.”
                             If a customer calls for delivery and is ordering in behalf of the senior
                             citizen, call center agent must remind the customer to present the ID to
                             the rider and the senior citizen must sign the receipt.


                             3. Choose the discount button at Payment Screen.
                                   Senior Citizen – Use “SRC DISC” button. Refer to POS
                                     Procedures – Senior Citizen Discount.
                                         Choose which type of button shall apply. Policies and
                                          guidelines shall apply. Refer to SRC Policies and
                                          Guidelines.

                                     Type of SRC Discount                       POS Name
                                          20% Discount                          20% DISC

                                           Group Size                           Group Size

                                           Serving Size                        Serving Size
                                Most Expensive Meal Combination                   MEMC

                                         Enter ID number, refer to the card number. Card with
                                          alphanumeric number shall apply (e.g.: Passport)
                                         For group size discount, a maximum of 20 senior
                                          citizen entry applies.


                             4. Give receipt and politely ask for customer’s to sign the receipt.
                                   Accounting Copy - Receipt should be duly signed by the Senior
                                    Citizen / Employee.
                                   Customer Copy - Discount receipt should be kept for accounting
                                    purposes.




Prepared By: CL Carandang                      Approved By: ES Vista
                                                                                         page 2 of 7
                                                     RS-SMS SCD 0007
           SENIOR CITIZEN                            Issue. Rev. No.: I1 R0


             DISCOUNT
                                                     Date Issued: APRIL 2010
                                                     Supersedes:
RS-SMS-Service Manual                                Source: Restaurant Systems
Reason for Revision:

                       POS PROCEDURES – SENIOR CITIZEN DISCOUNT

                                  1. At the Ordering screen, choose the category and punch type of
                                  product/s being ordered by the customer.




                                  2. Go to Payment screen and choose “SR DISC” button.




       SR DISC

                                 3. Choose which type of button applies. Refer to SRC Policies and
                                 Guidelines.

                                         Type of SRC Discount                     POS Name
                                              20% Discount                        20% DISC

                                               Group Size                         Group Size

                                              Serving Size                        Serving Size
                                     Most Expensive Meal Combination                MEMC
     Four (4) POS
   Buttons applies to
    Senior Discount




Prepared By: CL Carandang                         Approved By: ES Vista
                                                                                          page 3 of 7
                                                      RS-SMS SCD 0007
           SENIOR CITIZEN                             Issue. Rev. No.: I1 R0


             DISCOUNT
                                                      Date Issued: APRIL 2010
                                                      Supersedes:
RS-SMS-Service Manual                                 Source: Restaurant Systems
Reason for Revision:

                       POS PROCEDURES – SENIOR CITIZEN DISCOUNT

                                 3.a. For Group Size, Cashier to ask for the total number of
                                 customers (inclusive of Senior and Non-Senior customer)
                                       Enter at POS total number of Head Count.
                                       Cashier to enter SRC Headcount.
                                 3.b. For Serving Size, Cashier to asks for the total number of
                                 customers (Senior citizen customer only)
                                       Enter at POS total number of Head Count.

                                  IMPORTANT: For group size discount, a maximum of 20 senior
                                  citizen entry applies.



                                 4. Enter senior citizens complete name and identification card
                                 number.
                                      Refer to the senior citizen’s identification card being
                                      presented by the customer.
                                      Card with alphanumeric number shall apply (e.g.: Passport)




                                 5. Enter customer headcount.


                                 6. To finish transaction, click OK button




Prepared By: CL Carandang                          Approved By: ES Vista
                                                                                        page 4 of 7
                                                                 RS-SMS SCD 0007
           SENIOR CITIZEN                                        Issue. Rev. No.: I1 R0


             DISCOUNT
                                                                 Date Issued: APRIL 2010
                                                                 Supersedes:
RS-SMS-Service Manual                                            Source: Restaurant Systems
Reason for Revision:

                                SRC POLICIES AND GUIDELINES
                             Transaction
       SRC Discount                                                   Implementing Guidelines
                                Type
    20% Discount –the
    full 20% discount
                                            There is no monetary cap (maximum amount of purchase) of a senior
    shall be applied to
                                            citizen’s dine-in or take-out food purchase provided that the quantity of
    the actual total price
                                            product/s being ordered is reasonably be consumed by the senior citizen
    of all Dine-In/Take-
                                            himself at the time of purchase.
    out food purchases
    provided it is                          IMPORTANT:
    purchased for the        Dine-in and         If customer insists/complaints that she wants to avail the 20% discount
    exclusive                 Take-out           but the amount being ordered is greater than the MEMC, it is the
    consumption of such                          discretion of the Store Manager to apply the full 20% discount.
    senior citizen at the                        Cashier should ask for MOD approval prior to discount application.
    time of purchase and                         Cashier and MOD should both sign at the back of the receipt for
    upon presentation of                         acknowledgement.
    necessary senior
                                                 Report the senior citizen customer to Head office c/o OMSD Department.
    citizen identification
    requirements .
                                            Most expensive meal combination (MEMC) is composed of the ff products:


                                                                                     Dine-in/Take-     Delivery
                                                             Product
                                                                                       out SRP          SRP

                                                     Chicken Supreme Lauriat
                                                                                           159           175
                                                     (Main Viand)
    MEMC – is the
    combination of the                               Crab and Corn (Soup)                  25            28
    most expensive &
    biggest single serving                           Kangkong (Sidedish)                   26            29
                             Take-out and
    meal with beverage
                               Delivery              Large Naicha (Drinks)                 49            54
    which is expected to
    be more than what a
    senior citizen can                               Halo-halo Fiesta w/ 2
                                                                                           104           114
    consume.                                         scoop (Dessert)

                                                     Total Amount                          363           400
                                                     MEMC                                        400


                                            MEMC shall apply if the senior citizen customer orders for take-out or
                                            delivery.




Prepared By: CL Carandang                                     Approved By: ES Vista
                                                                                                          page 5 of 7
                                                                 RS-SMS SCD 0007
            SENIOR CITIZEN                                       Issue. Rev. No.: I1 R0


              DISCOUNT
                                                                 Date Issued: APRIL 2010
                                                                 Supersedes:
RS-SMS-Service Manual                                            Source: Restaurant Systems
Reason for Revision:

                                 SRC POLICIES AND GUIDELINES
                              Transaction
       SRC Discount                                                    Implementing Guidelines
                                 Type

    Group Size – If
    ordering/eating in the
    company of others,
    the total bill shall be                  Applicable to a group of customers and composed of senior citizen customer
    divided according to        Dine-in,     with valid IDs, each shall entitled to a 20% discount.
    the number of people      Take-out and   SRC Discount for delivery shall apply provided that the senior citizen is
    to determine actual         Delivery     present or personally ordering and he/she can show a valid senior citizen ID
    consumption of the                       card upon delivery.
    individual senior
    citizen entitled to the
    20% discount.

    Serving Size – The                       Shall apply if the senior citizen does not know which of the product he/she
    product being                            will consume.
    ordered is divided to                    Applicable to a group of customers and composed of senior citizen customer
    the standard serving        Dine-in      with valid IDs, each shall entitled to a 20% discount.
    size and each of the
    products are entitled                    Shall apply if the product being ordered is composed of Salo Sets, Sulit Sets
    to a 20% discount.                       and Salo Create Your Own, Whole and Half Chicken Supreme.




Prepared By: CL Carandang                                     Approved By: ES Vista
                                                                                                         page 6 of 7
                                                                     RS-SMS SCD 0007
           SENIOR CITIZEN                                           Issue. Rev. No.: I1 R0


             DISCOUNT
                                                                    Date Issued: APRIL 2010
                                                                    Supersedes:
RS-SMS-Service Manual                                               Source: Restaurant Systems
Reason for Revision:

                            CUSTOMER SERVICE – SENIOR CITIZEN
                 STORE SCENARIO                                                    SERVICE TIPS

     1. A senior citizen insists discount of an
                                                    Suggested Spiel: “Ma’am/Sir, sa latest guidelines po ng DSWD, ang
     entire salo-salo sets, functions or bulk
                                                    senior citizen discount po ay para sa personal consumption ng senior
     order on the argument that he will “use” it
                                                    citizen.”
     for his office or family blow-out.

     2. A senior citizen requests to avail senior
                                                    All promotional meals is subject to a full senior citizen discount’s
     discount on “promotional meals” e.g.:
                                                    provided that policy on SRC shall apply.
     Value Kings

     3. If the senior citizen is not the one        Apply discount based on the MEMC.
     ordering the food, but somebody is
     ordering on behalf of the senior citizen.      It is allowed provided that the SRC ID is valid, authorization letter is
     (Valid for take-out only)                      within the date of purchase and signature of senior citizen is valid.

                                                    Ask for the SRC information.
                                                    Suggested Spiel: “Ma’am/Sir, may I have the name of the senior
                                                    citizen and the senior citizen card number?”
                                                    Ask which of the product will be eaten by the senior citizen. Apply
                                                    senior citizen discount to the meal intended for the senior citizen
     4. A customer calls for delivery and is        customer.
     ordering the food on behalf of the senior
     citizen and would like to avail senior         Suggested Spiel: “May we know which of the product/s will be
     discounts.                                     consumed by the senior citizen.”
                                                    Before the end of the conversation, remind the customer on the ID and
                                                    signing of receipt.
                                                    Suggested Spiel: “Ma’am/Sir, upon delivery of orders, please present
                                                    the ID to our rider. The senior citizen customer will also need to sign the
                                                    receipt.”
     5. A customer calls for delivery and is        Suggested Spiel: “Ma’am/Sir, DSWD released a policy instructing all
     ordering the food on behalf of the senior      restaurants to indicate the senior citizen ID number in the receipt. We
     citizen and would like to avail senior         will need the card number to process discount. Our stores are being
     discounts but does not have valid senior       audited by the BIR for the discounts we provided to our customers. I
     citizen ID.                                    hope you understand.”
                                                    To remind customer to avail their discounts, the cashier must politely
     6. A customer who looks like a senior          ask for the customers companionship.
     citizen but did not avail discounts.
                                                    Suggested Spiel: “Ma’am/Sir, do you have a senior citizen with you?”
     7. A senior citizen orders/reserve for bulk    Suggested Spiel: “Ma’am/Sir, sa latest guidelines po ng DSWD, and
     or functions and request to avail the 20%      senior citizen discount po ay para sa personal consumption ng senior
     discount.                                      citizen, hindi po ito allowed sa bulk order or functions po namin.”




Prepared By: CL Carandang                                        Approved By: ES Vista
                                                                                                               page 7 of 7

				
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