Drive Thru Guide

2010 Doctors Associates Inc. All Rights Reserved.
Version 11/2010

Guide to High Performing Drive-Thrus
Many of the large QSR chains generate more than 50% of their revenues through the Drive-
Thru. Drive-Thru lanes are becoming as important as the inside dining room. You should strive to
make your lane just as appealing and efficient as the indoor dining room so that your on-the-go
customers have a great experience.

The following is a construction and operations reference guide regarding how to create and maintain a
successful Drive-Thru area at your SUBWAY restaurant. The information is organized into the following
topics:

SECTION A: PRE-CONSTRUCTION
Site Analysis / Area Feasibility
Lease Requirements
Space

SECTION B: CONSTRUCTION
Equipment: Required & Optional (Recommended)
Drive-Thru Equipment List: At a Glance
Vendors
Sample Floor Plans
Construction Items to Consider
Required Equipment Specifications
Optional Equipment Specifications

SECTION C: OPERATIONS
Overview
Peak Hours Staffing
Hours of Operation
POS
Cleaning and Maintenance
Taking an Order
Drive-Thru Service Counter Marketing Prompts Chart
Drive Thru Communications Pattern Chart
Drive-Thru Sandwich Artist Positioning Guidelines Chart for Peak Hours
Drive-Thru Sandwich Artist Responsibilities Chart
Drive-Thru Peak Hours Speed of Service and Average Check Calculators
Additional Marketing Tools for a Drive-Thru

Special thanks to the Alberta & British Columbia Development office
for assisting us in the development of this guide.
2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 2
SECTION A: PRE-CONSTRUCTION PHASE

SITE ANALYSIS / AREA FEASIBILITY
Keep in mind that not all locations are appropriate to incorporate a Drive-Thru. Research your area
thoroughly by working with a real estate broker in the area.

Conduct a feasibility assessment of the site and surrounding area:
Demographics of area
What is the average age of people in the area?
Traffic Patterns
What is the average daily traffic count on neighboring streets?
Would there be any physical barriers for incorporating a drive-thru at the
location (e.g., islands)?
How is the accessibility into and out of the drive-thru?
Will a customer have to drive around the block or make a quick U-turn to access the
entrance? If so, will you need extra signage to make the route clear?
Are there any schools, hospitals or office buildings nearby?
Is there enough space around the restaurant to accommodate a pass-through lane for
cars that dont want to use the drive-thru lane?
Is there enough space around the restaurant to incorporate an area for delivery or
service vehicles so that a vehicle parked near your back door would not block the
drive-thru lane?
Will there be enough room for regular customers to park with the addition of a drive-
thru lane?
Will the drive- thru lane be long enough to accommodate at least 4 -5 cars in line
(from point of order to pick-up window) without interfering with traffic or pedestrians?

Competitor Drive-Thrus:
Research the number of fast food competitors with drive-thru lanes around your
proposed location. If other restaurants have drive-thrus, it may indicate that people in
the area frequent them.
Observe competitor drive-thru activity during the week and weekends (during different
dayparts) to get a better understanding of the population base and traffic patterns.
This will help determine your locations capacity for business on various days of the
week and various times of the day.

Characteristics of a Good Drive-Thru location

1. Free standing building
2. End cap location
3. High visibility (both location and
signage)
4. High traffic count
5. Strong demographics
6. Readily accessible drive-thru lane
7. Busy shopping center
8. High energy level
9. Sufficient space to have at least 4 to 5
cars in the drive-thru lane from the
point of order to the point of sale this
is called stacking space.
10. Comfortable work area for drive-thru
employees. Location either features
the payment window on the north side
of a building, or has tinted glass in the
payment window, or has an awning installed over the payment window.

For more guidelines on finding and analyzing locations, please refer to your Chapter 1 of your
Operations Manual.


LEASE REQUIREMENTS: ITEMS TO CONSIDER
What is the maximum amount of signage you can have? Signage can include pylon signs,
monument signs, bowtie signs on the building (front and sides), reader boards and directional
signage.

Will the landlord allow or provide painted line striping to help direct cars through the drive-thru?
Line striping will be required for all new drive-thru lanes as of January 1, 2011.
Find out if the landlord will take care of basic maintenance such as snow removal and
landscaping for the drive-thru area.

LEASE REQUIREMENTS: SPACE
Careful consideration must be given to all aspects regarding your restaurants physical layout and any
local requirements or restrictions.

Interior Space Needed
Allow for approximately 145 square feet of interior space for the drive-thru.

Exterior Space Needed
On average, approximately 1,300 1,800 square feet is required for drive-thru locations depending on
the anticipated volume and dimensions of the premises. Adequate space for parking and cars waiting
in line is needed. We recommend that the drive-thru be able to have 4 - 5 cars in line from the order
point to the pick up window without having parking spaces blocked or cards spilling into the street.

DID YOU KNOW THAT EXTERIOR SIGNAGE...
...Helps inform first-time customers about your drive-thru lane and can guide them through it.
...Generates over 50% of the awareness for your drive-thru lane.
...Must be easy-to-read from a distance because motorists only have 2-3 seconds to read it.

DID YOU KNOW...
Adding a drive-thru to a location can increase the value of the property. Because of this, landlords may
agree to adequately prepare a site to accommodate a drive-thru location. Ask yours if they would be
willing to provide:

Line Striping
Payment Window
Conduits to facilitate the wiring for underground magnetic loops (these loops trigger an
audio communication system and a timing system)
Menuboard
Speaker Post
Payment Window

SECTION B: CONSTRUCTION

EQUIPMENT CHECKLIST REQUIRED ITEMS (INTERIOR)

Proposed Date of
Compliance

INTERIOR
Current
Requirement
2010
Requirement
New
Stores
Existing
Stores
Item COST Basic
Sandwich Unit
Yes: 4' unit
(122cm) - 3 wells
required
minimum required 5'
unit $2617 w/out Day
cover and $3,353 with
Day cover
1/1/2011
Dcor
change
after
4/1/11
$2,617 $2,617
Tabletop food
warmer or built-in
hotwell
Yes Required 1/1/2011
Dcor
change
after
4/1/11
$130 $130
Wrap and POS
Station
Yes
Required. Under
Counter Refrigeration
can provide surface
area for this.
1/1/2011
Dcor
change
after
4/1/11
$ -
POS System Yes Required 1/1/2011
Dcor
change
after
4/1/11
$3,000 $3,000
Beverage
Dispenser and
beverage counter
Dcor
change
after
4/1/11
$4,500 $4,500
Counter
Organizer
Not mentioned Required 1/1/2011
Dcor
change
after
4/1/11
$20 $20
Cupholders
(Black Wire
Organizer)
Dcor
change
after
4/1/11
$20 $20
Speed Oven
Yes: "Shared
w/front"
Electrical wiring
Required / Oven
Required if Units / Peak
HR >125
1/1/2011
Dcor
change
after
4/1/11
$4,540 $ -
Salted Snack
Merchandiser
(Chip Rack)
Yes: "Shared
w/front"
Required 1/1/2011
Dcor
change
after
4/1/11
NA $ -
Cookie
Station/Display
Yes: "Shared
w/front"
Required 1/1/2011
Dcor
change
after
4/1/11
$128.22
w/riser
$84.21 w/o
riser
$84
Credit Card
reader
Not mentioned
Required, if not
currently on POS.
1/1/2011
Dcor
change
after
4/1/11
$350.00 $350
Ice Bin (if not
housed within
Beverage
Dispenser)
Not mentioned
Change to Required if
one is not already
housed within the
Beverage Dispenser
1/1/2011
Dcor
change
after
4/1/11
$400 - $500 $ -
Airpots for Coffee Not mentioned Required 1/1/2011
Dcor
change
after
4/1/11
$28.45 each
$57

Tea Dispenser Not mentioned Required 1/1/2011
Dcor
change
after
4/1/11
$107.53
each
$107
Backcounter
Refrigeration
Not mentioned
Required, and used as
a POS and wrap station
1/1/2011
Dcor
change
after
4/1/11
$1,533 (4'
unit)
$1,533
Hours of
Operation sign for
Payment Window
Yes: Optional Required 1/1/2011
Dcor
change
after
4/1/11
$10 $10

Interior Required $12,448

RECOMMENDED ITEMS (INTERIOR)

INTERIOR Proposed Recommendation
New
Stores
Existing
Stores
Item COST Recommended
Coin Dispenser Not mentioned Recommended

$795
(1 canister)
$795
GO (Order Staging
Area) Mat
Not mentioned Recommended

$10 $10
Order-Taking POS Not mentioned Recommended

$3,000 $3,000
Kitchen Display
System
Not mentioned
Recommended
until 7/1/11, Then
required if new
POS available
7/1/2011
Dcor
change
after 7/1/11
if new POS
$875 per
Erik
$875
Ice Bin (if not
housed within
Beverage
Dispenser)
Not mentioned
Recommended if
already housed
within the
Beverage
Dispenser
$400 - $500 $450
Bottled Beverage
Cooler* / Table top
unit
Yes: "Shared
w/front"
Separate Cooler or
Under counter
Refrig Space
Required
$703 $703
Enclosed Bread
Cabinet
Yes: "Shared
w/front"
Recommended
$498 Full
$291 Half
$291
Speed Oven
Yes: "Shared
w/front"
Electrical wiring
Required / Oven
required if Units /
Peak HR >125
$4,540 $4,540
Back counter
and/or work tables*
Yes: "Shared
w/front"
Recommended $ -
hand sink*
Yes: "Shared
w/front"
Recommended $ -
Safe*
Yes: "Shared
w/front"
Recommended $ -

Interior Recommended
$
10,664

EQUIPMENT CHECKLIST REQUIRED ITEMS (EXTERIOR)

Proposed Date of
Compliance

EXTERIOR
Current
Requirement
Proposed
Requirement
New
Stores
Existing
Stores
COST Basic
Building signage
or Drive Thru
Open LED Sign
Optional
Required building sign if
allowed, otherwise LED
Drive Thru Open sign.
1/1/2011
Dcor
change after
4/1/11

Bowtie: $563
$294

$400
Drive-Thru Pole
Sign
Optional
Required If location
allows (per landlord and
local ordinances)
1/1/2011
Dcor
change after
4/1/11
$563 each side /
$1126 if 2

Readerboard sign Not mentioned
If location is allowed to
have a readerboard on
their pole sign, the
readerboard should
feature a Drive Thru
message if one is not
already present on the
pole sign or building.
1/1/2011
Dcor
change after
4/1/11
$1,700 each
side
$1,500
Directional
Signage
Yes: Minimum of 3
directional signs
already required.
Requirement for 2 signs 1/1/2011
Dcor
change after
4/1/11
$598 each $1,196
Line Striping Not mentioned Required if allowed. 1/1/2011
Dcor
change after
4/1/11
TBD locally $500
Menuboard
Yes: 4 Panel
Menuboard
currently required.
(additional 2-panel
optional)
Required for new stores.
6-Panels or a 4-panel +
2-panel extender or
presell
1/1/2011
Minimum
4 panel with
Dcor
change after
4/1/11
6P: $2,035
4P: $1,456
2P: $1,072
2P Extender:
$810
$2,035
Exterior Housing
for Speaker
Communications
System
Yes: Having an
exterior speaker
system is required.
Housing options
not mentioned.
Intercom system
available.
Speaker System must be
housed within the main
menuboard, an Order
Confirmation Board or a
speaker post.
Removing intercom
option.
1/1/2011
Dcor
change after
4/1/11
Speaker Post:
$321
$321
Speaker
Communications
System /
Intercom
Ordering System
Upgrade
Listed as an option.
Wireless Headset
required
1/1/2011
Dcor
change after
4/1/11
3M XT-1
system:
$ 4,400.
$4,400
Underground
Loop (at
menuboard that
can trigger audio
and timing
systems)
Mentioned as part
of speaker
communications
system.
Required 1/1/2011
Dcor
change after
4/1/11
part of
communications
installation
$ -
Payment Window Not mentioned Required 1/1/2011
Dcor
change after
4/1/11
2000 $2,000

Exterior Required $12,352

RECOMMENDED ITEMS (EXTERIOR)

Exterior Proposed Recommendation
New
Stores
Existing
Stores
Item COST Recommended
Timing System
Not
mentioned
Recommended $1,750 $1,750
Clearance Bar
Not
mentioned
Recommended $170 $170
Canopy for
menuboard area
Not
mentioned
Recommended $1,450 $1,450
Menuboard
extenders
(additional
advertising space)
Not
mentioned
Order
Confirmation Board
Optional Recommended $5,195 $5,195
Wall Posters or
Viewing Window
Not
mentioned
Credit Card
Reader
Not
mentioned
TBD TBD TBD TBD $ -
Convex Mirror
Not
mentioned
Recommended TBD locally $ -
Awning for
payment area
Optional Recommended 1,038 $1,038

Exterior Recommended $10,663

SUMMARY ROI CALCULATIONS

Exterior and
Interior Basic
Required
Basic
Basic Required
Cost w/ 5%
cushion
DT FS
Inc. wks
inc.
profit ROI
$24,800 $26,040.00 483 52 $25,116

1.03679 Years 54 weeks

Exterior and
Interior
Recommended
Upscale
Recommended
Recommended
Cost w/ 5%
cushion
DT FS
Inc. wks
inc.
profit
ROI

$46,127 $48,433.35 483 52 $25,116

1.92839 Years 100 weeks


R
e
q
u
i
r
e
d

E
q
u
i
p
m
e
n
t

O
p
t
i
o
n
a
l

E
q
u
i
p
m
e
n
t

R
e
q
u
i
r
e
d

M
a
n
u
f
a
c
t
u
r
e
r

P
u
r
c
h
a
s
e

L
o
c
a
l
l
y

R
e
c
o
m
m
e
n
d
e
d

M
a
n
u
f
a
c
t
u
r
e
r

O
r
d
e
r

T
h
r
u

C
o
o
r
d
i
n
a
t
o
r

E
q
u
i
p
m
e
n
t

L
e
a
s
i
n
g

DRIVE-THRU EQUIPMENT LIST
AT A GLANCE

ITEM MANUFACTURER

x AUDIO COMMUNICATIONS SYSTEM
x x
3M XT-1 Digital Wireless Audio Communications system, 4 headsets

x AWNING (for payment window area)
x
Everbrite details pending

BACK COUNTER REFRIGERATION

PENDING

x BEVERAGE DISPENSER FOUNTAIN DRINKS (8 valves recommended)
x x x
Fountain dispenser with ice dispensing unit (available from beverage supplier)

x BOLLARDS
x
Cement or metal posts embedded in ground as needed to protect equipment and building

x BOTTLED BEVERAGE COOLER
x x
True Manufacturing GEM-7 single door counter top model, 40 x 24 x 27 (102 cm x 61 cm x 69 cm)
x x
True Manufacturing GDM-33 CPT unit (60 high)

x BREAD CABINET
X X
x

Lockwood CA72-18CCD backline bread cabinet, 22 x 29 3/8 x 72 (58 cm x 75 cm x 183 cm) enclosed rack;
left or right hinge
x x x
NuVu HW2 backline bread cabinet, 21 1/2: x 29 x 70 (55 cm x 74 cm x 180 cm); enclosed rack; left or right
hinge
x x x
Lockwood Bumper Kits; four corner bumpers per kit

x CANOPY (for menuboard order area)
x
Everbrite size customized for location needs

x CABLE LOCK (for bottle beverage cooler)
x
Sub-Technologies; 4 6 or 10 (122 cm, 183 cm, or 305 cm); changeable combination

x CLEARANCE BAR
x
Everbrite size customized for location needs

x COIN DISPENSER
x
Telequip T-Flex Transact 2+

x CONVEX MIRROR (for exterior)
x
Mount on building to promote safety of pedestrians and drivers

x CUP DISPENSERS
x x
Duke cup dispensers; small or large; horizontal or vertical

x DISPLAY CASE BAKED GOODS / COOKIES
x x
Advanced Display curved case with drawers, napkin holder and specialty bag holder
x x
Nemco Display case with drawers, napkin holder and specialty bag holder

R
e
q
u
i
r
e
d

E
q
u
i
p
m
e
n
t

O
p
t
i
o
n
a
l

E
q
u
i
p
m
e
n
t

R
e
q
u
i
r
e
d

M
a
n
u
f
a
c
t
u
r
e
r

P
u
r
c
h
a
s
e

L
o
c
a
l
l
y

R
e
c
o
m
m
e
n
d
e
d

M
a
n
u
f
a
c
t
u
r
e
r

O
r
d
e
r

T
h
r
u

C
o
o
r
d
i
n
a
t
o
r

E
q
u
i
p
m
e
n
t

L
e
a
s
i
n
g

AT A GLANCE

ITEM MANUFACTURER

x EXTERIOR HOUSING FOR AUDIO COMMUNICATIONS SYSTEM
x x
Everbrite Speaker Post; required if audio system is not housed within the menuboard or Order Confirmation Board

x HEADSET / AUDIO COMMUNICATIONS SYSTEM
x
Wireless Communications System; 4 headsets recommended
x x
3M XT-1 Wireless Digital Audio Communications System

x ICE BIN (required if not housed within the Beverage Dispenser)
x x x
Ice-O-Matic storage bin; 22 (56 cm); 310 lb. (141 kg) capacity
x x x
Manitowoc storage bin; 22 (56 cm); 310 lb. (141 kg) capacity; 30 (76 cm), 290 lb. (132 kg) capacity
x x x
Chemco InhibitorTM slime and mold control device

x KITCHEN DISPLAY SYSTEM (KDS)
x
Details Pending

x LINE STRIPING
x
As needed to designate drive-thru lane

x MENUBOARD (Exterior)
x
Everbrite; 6, 4, or 2 panel sets main menuboard
x x
Everbrite; 2 panel set pres-ell menuboard

x MICROWAVE OVEN (1200 watt, commercial grade required)
x x x
Amana RFS12SW2B (pre-programmed), 1200 watt
x x x
Sharp R-22GT (pre-programmed), 1200 watt

x ORDER CONFIRMATION BOARD
x x
Delphi Display Systems, Series 9000
x x
HyperActive Technologies, HyperView

x PAYMENT WINDOW
x x
QuikServ, various models
x x
Ready Access, various models

x POINT-OF-SALE SYSTEM

Current approved vendors and models are listed within Operations Manual

x SALTED SNACK MERCHANDISER (Chip Rack)
x
Frito-Lay

x SANDWICH UNIT
x
Duke 5 Counter, with or without daycover. If no daycover, then black Cambo pans with clear lids must be used.
x
Duke Tabletop food warmer or built-in hotwell.

x SPEED OVEN
x x x
TurboChef D6 speed oven with paddle and 2 baskets
x x x
Merrychef 402S speed oven with paddle and 2 baskets

R
e
q
u
i
r
e
d

E
q
u
i
p
m
e
n
t

O
p
t
i
o
n
a
l

E
q
u
i
p
m
e
n
t

R
e
q
u
i
r
e
d

M
a
n
u
f
a
c
t
u
r
e
r

P
u
r
c
h
a
s
e

L
o
c
a
l
l
y

R
e
c
o
m
m
e
n
d
e
d

M
a
n
u
f
a
c
t
u
r
e
r

O
r
d
e
r

T
h
r
u

C
o
o
r
d
i
n
a
t
o
r

E
q
u
i
p
m
e
n
t

L
e
a
s
i
n
g

AT A GLANCE

ITEM MANUFACTURER

x SIGNAGE

You must display a Drive-Thru message on as much exterior signage as allowed by your lease. This includes:
x x
HIGHWAY SIGNS: Lyle Signs see Operations Manual for model choices and details.
x x
POLE SIGNS: Everbrite bowtie signs, set of 2 for back to back mounting
x x
DIRECTIONAL SIGNS: Everbrite, 3 required; various designs available
x x
BUILDING SIGNS: Everbrite bowtie signs
x x
DRIVE THRU OPEN LED SIGN: CM Global

x TIMING SYSTEM
x x
Phase Research Fast Track 2+2 system
x x
HyperActive Technologies QTimer system

x MISCELLANEOUS

All items needed to properly serve fountain beverages, coffee and FUZE tea including airpots and lid dispensers.

Wrap and POS station

A Drive-Thru Hours of Operation sign for the payment window area

VENDORS

AUDIO COMMUNICATIONS SYSTEMS
3M Building & Commercial Services Division
Building 233-2N-21
St. Paul, MN 55144-1000
Ph. 800-328-0033
Account Representative:
Lillia Taschuk
Tel. (704) 281-9065
Email: lataschuk@mmm.com
www.3m.com/xt1
MODEL: XT-1 Digital Audio System -
Recommended

HM Electronics, Inc. (HME)
6675 Mesa Ridge Road
San Diego, CA 92121
Ph. 800-848-4468
http://www.hme.com/CommunicationSystems.cfm
MODEL: Wireless IQ Digital Drive-Thru System
6000

Panasonic
5201 Tollview Drive
Rolling Meadows, IL 60008
Toll-free 877.726.2767
http://www.panasonic.com/business/pos/drive-
thru.asp

DRIVE THRU OPEN LED SIGN
CM Global
1201 N. Fourth St.
Watertown, WI 53098
Phone: (877) 261-1000
Website: www.cmblo.com

ORDER CONFIRMATION BOARDS
Delphi Displays Systems
485 E. 17th Street, Suite 400
Costa Mesa, California, 92627
Contact: Co Tang - Director of Sales
Delphi Display Systems
Office 800-456-0060 ext. 3478
Direct 714-825-3478
Cell 949-533-1569
Fax 714-825-3479
Website: www.delphidisplay.com
Model: Series 9000

HyperActive Technologies
Foster Plaza 8, 4
th
Floor
730 Holiday Drive
Pittsburgh, PA 15220
Contact: Jennifer Barconi
Phone: (412) 953-2365
Website: www.gohyper.com
Model: HyperView

PAYMENT WINDOWS
QuikServ Corp.
P.O. Box 40466
Houston, TX 77240
800-388-8307
www.quikserv.com

Ready Access
1815 Arthur Drive West
Chicago, IL 60185
630-876-7766
www.ready-access.com

SIGNAGE, MENUBOARDS, AWNINGS,
CANOPIES
Everbrite
4949 South 110
th
St.
PO Box 20020
Greenfield, WI, USA 53220-0020
Phone: (414) 529-3500 or 414-529-8691
Website: www.everbrite.com

SPEAKER POSTS
Everbrite
4949 South 110
th
St.
PO Box 20020
Greenfield, WI, USA 53220-0020
Phone: (414) 529-3500 or 414-529-8691
Website: www.everbrite.com

TIMING SYSTEMS
HyperActive Technologies
Foster Plaza 8, 4
th
Floor
730 Holiday Drive
Pittsburgh, PA 15220
Contact: Jennifer Barconi
Phone: (412) 953-2365
Website: www.gohyper.com
MODEL: Q-TIMER

Phase Research / Fast Track 2+2 Drive-Thru Timer
3500 W. Moore Avenue, Suite M
Santa Ana, CA 92704, USA
Contact: Mike Pierce, Sr. Marketing Specialist
Phone: (714) 850-1320 ext. 242
Email: mike@phaseresearch.com
Website: www.fasttracktimer.com
MODEL: Fast Track 2+2 timer

SAMPLE FLOOR PLANS

End-Cap Locations
The Store Design Department will design your Drive-Thru area for maximum efficiency. Below is a
layout for a typical End-Cap location. In the layout below, the core elements required for the Drive-Thru
area are laid out parallel to the front sandwich line.

The core elements for a drive-thru can also be laid out perpendicularly in an L shape to the front
sandwich line, as shown below.


Free Standing
Location
If a Drive-Thru is part of a new
construction, the area can also be
designed as an alcove to the
building. Note that all core
equipment must still be featured in
order make the Drive-Thru operate
efficiently as a stand-alone area.

DID YOU KNOW...

During off-peak times, the
sandwich area of a Drive-
Thru location can also be
used to process catering
orders.


CONSTRUCTION ITEMS TO CONSIDER
You must purchase equipment from an approved vendor, if one is specified.
If you plan on installing a canopy over the ordering area or an awning over the payment area,
consider installing a clearance bar at the start of your drive-thru lane so that tall vehicles do not
damage these structures.
For your audio communications system, make sure your underground magnetic sensor is
properly positioned in the pavement (approximately 2) so that the alert can be triggered when
the customers vehicle approaches. Professional audio installers will do this for you. Having a
speaker/microphone system installed at the point of order (the menuboard area) will be
required for all new drive-thru lanes as of January 1, 2011. Intercom systems, where
customers talk to the Sandwich Artist through a window as their sandwiches are made, will no
longer be allowed.
The pad covering your underground magnetic sensor will be exposed to fluids dripping from
cars as customers place their orders. Make sure this pad is made of poured concrete, not
asphalt. Cement holds up better under these conditions so your loops will last longer.
Aim to reduce clutter in the menuboard area. Although the external speaker/microphone
system has been traditionally housed within speaker posts (shown below), a system can also
be housed within the menuboard (if it is positioned close enough to vehicles), or within an
Order Confirmation Board (OCB).

Use painted line striping to promote correct traffic flow through your drive-thru lane. Line
striping will be required for all new drive-thru lanes as of January 1, 2011.
Ask your general contractor about installing bollards as needed; these are large concrete or
metal posts that can help protect sensitive equipment and the building from careless drivers.
Although you may not be planning to initially install a timing system for your drive-thru, you
should consider installing a second pre-fabricated loop (magnetic sensor) at the payment
window before the concrete is poured. This will result in considerable savings in labor and
materials and avoid the need for concrete cutting on a new drive-thru lane -- should you ever
decide to install a timing system later on.
The drive-thru payment window can either be a window installed flush to the building or added
as an alcove to the building. The type you select will depend on the physical layout of the
building as well as any local restrictions on drive-thru lanes.
It is important to pick out your payment window prior to finalizing your drawings since models
vary in size. The size of the window will also affect the size of the exterior awning needed over
this area.
The drive-thru payment window should be placed in the area of the cash register,
located at the end of the front line customer flow, so that it does not interfere with
front line operations. The ideal set up for the drive-thru is "L" shaped or back-to-back
with the front line.

Speaker posts come in a variety of sizes. Outdoor speakers and microphones can also be housed
within the Drive Thru menuboard or Order Confirmation Board.
SPECIFICATIONS REQUIRED EQUIPMENT

The company specifications for the drive thru area are as follows. Well review them in the order that a
customer would encounter them.

EXTERIOR SIGNAGE REQUIRED
The first point of contact a Drive-Thru customer has with your Drive-Thru area is your exterior signage.
Signage helps guide customers to your drive-thru lane. Motorists only have 2-3 seconds to absorb
messages in this area, so the information must be short and easy-to-read from a distance.

The following is a checklist of areas where you should have proper signage with Drive-Thru on it:

Highway Signage: If your store uses highway signage to attract motorists, you should update
it to include a drive-thru message.
High pole-sign signage: If your restaurant is allowed to have a pole sign, you must feature a
drive-thru message on it.
Everbrite manufactures an 18" x 8' " (45.7 cm x 245.1 cm) illuminated bowtie sign that
can be attached to an existing pole sign, (two single-face signs mounted back-to-back).
Pylon or Monument signage: These signs are produced locally; incorporate a Drive-Thru
message if you have sufficient space.
Building Signage: Is required for all drive-thru stores, if allowed by the landlord and
there is sufficient room for it.
Everbrite manufactures an 18" x 8' " (45.7 cm x 245.1 cm) illuminated bowtie sign that
can be attached to a building or above a Drive-Thru awning. This sign must be placed so
that it receives the highest visibility from oncoming traffic.
Directional Signage: All drive-thru locations are required to have a minimum of two
illuminated exterior directional signs to help guide motorists through the drive-thru lane. The
design choices include:
1. DRIVE THRU or SUBWAY
logo DRIVE THRU with arrow (right or left)

2. ENTER or SUBWAY
logo ENTER (both with arrow)

3. EXIT
These signs measure 20" x 25 " (50.8 cm x 64.1 cm) and come with 3" x 3"
x 56" (7.6 cm x 7.6 cm x 142.2 cm) steel poles; they are available from
Everbrite.
Window Signage: An LED Drive-Thru Open sign is required for all Drive-Thru restaurants
that cannot feature building or pole or monument drive-thru signage. LED window signage
optional for other locations that already have the larger, more noticeable signage.
A 22 x 30 LED sign is available from CM Global.

Signage Samples

Directional Signs (Everbrite) Bowtie Signs (Everbrite)

Drive-Thru Open Sign
22H x 30W
(CM Global)

LINE STRIPING
REQUIRED FOR NEW DRIVE-THRUS AS OF 1/1/2011
REQUIRED FOR EXISTING DRIVE-THRUS UPON REMODEL
Improving the appearance and condition of your pavement improves your bottom
line. A well designed and well marked drive-thru lane encourages customers to
return; poorly placed markings and low visibility frustrates everyone.

We require that you paint basic directional information (Entrance, Exit) onto your
drive-thru lane. Paint is a low-cost marking technique.

You will need to find a local company that specializes in providing this
service. Keep in mind that directional signage can also include having
directions painted onto the pavement of the parking lot to clearly indicate
a Drive-Thru lane. Painting services would need to be sourced locally;
your landlord may even be required to provide it depending on your
lease.

Once a year, you should have your drive-thru lane power-washed, line striped and resealed so in order
to maintain a good appearance and enhance visibility.

OUTDOOR AUDIO COMMUNICATIONS SYSTEM REQUIRED
REQUIRED FOR EXISTING DRIVE-THRUS UPON REMODEL
The Outdoor Audio Communications System is a key component of the Drive-Thru operation because it
is the main method of communication that your employees will have with your Drive-Thru customers.
The outdoor speaker and microphone must be connected to the communication base station within the
restaurant.

When a car pulls up to the menuboard area, an underground magnetic loop triggers an alert that lets
your staff know that there is a drive-thru customer who wants to place an order. This alert can be heard
through your stores audio communications system. This is why all of your employees who are
responsible for operating the drive-thru area must always wear their headsets!

You are required to have a Speaker / Microphone type System installed for your Drive-Thru. The
communication system can be either a hard-wired base station or a wireless multiple headset version.
Intercom systems, where customers speak to the Sandwich Artist making their order through a
drive-up window, are no longer being allowed since this method results in a slow speed of
service.

We recommend a wireless communications headset system for maximum efficiency and in-store noise
reduction. The company recommends the 3M XT-1 Wireless Communications System from 3M based
on its clarity and ease of use. There is no belt pack required; the batteries are contained within the
headsets. Please note that belt pack systems are also approved for use.

The standard 3M XT-1 drive-thru SUBWAY communications package includes:
1 base station w/o power supply
1 power supply, 13.5 VDC, 20VA (base station)
3 headsets w/o batteries, XT-1
6 batteries, XT-1
1 charger, 3 slot, (w/o power supply), XT-1
1 power supply, 14 VAC, (battery charger)
1 operator/install package
FREE Duplex Speaker, Microphone & Cable Package
FREE Detector, Magnetic Loop, Internal
FREE Storage Rack (4 headsets)
FREE Manager's Service Kit
FREE XT-1 Additional Headset (makes the package
a 4-headset system)
FREE XT-1 Additional Battery

You may also consider having a hard-wired system installed as well as an emergency back-up.

There are a number of critical points for you to evaluate prior to your decision on which company to
select. Equipment, price, service and installation will all play a role in your decision. We will be
evaluating these other major audio communications brands in the future.

VEHICLE DETECTION DEVICE EXPLAINED
In order to alert your crew members that a customer has driven up to your drive-thru menuboard, an
underground vehicle detection device called a magnetic loop, must be embedded underneath the
pavement. As you can imagine, it is much easier (and less expensive) to install a loop before
pavement is poured, however, they may also be installed afterwards.

A loop detection system consists of three primary components:
1. A loop, either pre-fabricated or pre-formed for new construction or saw-cut for existing
locations.
2. An extension cable to connect to the building
3. A vehicle detector box. The vehicle detector box used in a restaurant Drive Thru lane can be
connected to a number of devices including a timer system, an automatic greeter or directly
to the communication system.

Attention to detail is needed when installing or troubleshooting a magnetic loop. The loop must be
buried correctly in the concrete or asphalt to sense compacts as well as large vehicles. Lower riding
vehicles are easier to sense than large SUV type vehicles whose undercarriage is much higher from
the pavement.

Depending upon your stores lease, your landlord may be required to install this magnetic loop for you.
If you are taking over a location that previously had a drive-thru, this loop at the ordering point is most
likely already installed.

The Vehicle Detection Device will be professionally installed by your Audio Communications vendor
as part of their system installation. Since are a few detector loop options for the drive-thru pads, your
audio system installer will work with you to determine the most appropriate detection device for your
location.

SPEAKER / MICROPHONE EXTERIOR HOUSING - REQUIRED
Your audio communications system must be housed within an exterior structure so that it will be
protected from the weather. Traditionally, they have been housed within speaker posts, such as the
unit shown at below left from Everbrite, because posts often provide a good sound quality. Keep in
mind, the system can also be housed within a menuboard or within an Order Confirmation Boards
speaker post, if an OCB is being used.

At this time, the company does not recommend one speaker post supplier over another; a list is merely
provided for your convenience. In many cases, the company from which you purchase your
communications system will be able to recommend a speaker post manufacturer.

MAIN MENUBOARD REQUIRED
6-PANELS REQUIRED FOR NEW DRIVE-THRUS AS OF 1/1/2011
6-PANELS RECCOMMENDED FOR EXISTING
DRIVE-THRUS UPON REMODEL
You are currently required to have at least a four-panel, exterior backlit
menuboard that can house up to four translites. The company will begin
requiring six-panel capacity in order to allow for more effective messaging.
New stores will be required to have 6-panels as of January 1, 2011; existing
drive-thru locations must upgrade to a 6-panel configuration upon remodel.

Stores which currently have a four-panel menuboard have the
option to install an additional 4 x 2 (122cm x 61 cm) two-panel
menuboard in the main menuboard area which would increase the
number of translites you can display in this area to six. As an
alternative solution, they may also choose to add a Double Panel
Illuminated Extender (see below right) with brackets to their current
four-panel menuboard, which would again result in having six
panels in the main menuboard area. If you have sufficient room,
you may also choose to install a six-panel, exterior backlit
menuboard that can house up to six translites in the main
menuboard area.

Older restaurants with a three-panel panel menuboard must
upgrade to a four-panel menuboard at their next remodel by adding
a single panel as a hinged attachment. If a 3-panel menuboard is
broken or must be replaced, an owner must upgrade to a six-panel
configuration.

The menuboard should be placed approximately 4 - 5 car lengths from the
drive-thru payment window. Check with local regulatory agencies for other
requirements. Menuboards are often installed at an angle to ensure
maximum viewing ability from a vehicle.
Six-panel menuboard in the
main menuboard area.
Double Panel Illuminated Extender
w/Brackets from Everbrite
Translite Placement Diagrams (appear below)

The companys approved supplier for exterior menuboards is Everbrite; we are currently sourcing a
Canadian supplier as well. Below are the specifications for the new 6-panel menuboard.

BOLLARDS - REQUIRED AS NEEDED
Bollards are posts that are buried in cement. Bollards are often used in Drive-Thrus to
help protect equipment (such as Presell menuboards, menuboards and speaker posts)
and the building from careless drivers. Some bollards can withstand incredible force
from a speeding vehicle.

If you feel your equipment or building is not adequately protected by a curb, you should
consider installing bollards as needed. This service would need to be sourced locally.
Bollards come in a variety of widths and heights to address various challenges.
Although there is no required color, we recommend you choose to have bollards painted
in darker colors such as black or green so that they adhere to our current dcor color
palette and will help hide scratches from vehicles.

PAYMENT / PICK-UP WINDOW REQUIRED
Special windows for hands-free exchange of money and delivery of orders are available to speed the
drive-thru experience.

A drive-thru window is placed in the area of the cash register, located at the end of
the front line customer flow, so that it does not interfere with front line operations. The
ideal set up for the drive-thru is "L" shaped or back-to-back with the front line.

The drive-thru window must be commercially manufactured and can either be a
window installed flush to the building or added as an alcove to the building. This will
depend on the physical layout of the building as it relates to the traffic pattern desired,
as well as any local restrictions on drive-thru lanes.
4 + 2 panel configuration in the
main DT menuboard area

Placement of the payment window will depend on your building. To reduce
challenges from sun glare and heat, an awning or tinted glass is recommended.

QuikServ and Ready Access are two service window providers that are currently going through our
approval process.

INTERIOR EQUIPMENT REQUIRED
REQUIRED FOR EXISTING DRIVE-THRUS
The drive-thru area in your restaurant will be designed for maximum
efficiency. The specifications for the interior equipment required for a
SUBWAY Drive Thru are available on SUBWAY Partners.

The list of required interior equipment for the Drive-Thru area of your
restaurant is as follows:

Enclosed Bread Cabinet
Sandwich Unit 5
Tabletop Food Warmer or Built-in Hotwell
Cookie Station
POS System
Credit Card Reader (if not part of POS)
Counter Organizer
Cap/Lid/Condiment dispenser
FUZE Tea and Coffee Dispenser
Under Counter Refrigeration (this can also hold bottled beverages
and would double as a Wrap/POS station)
Hours of Operation sign for Payment Window
Salted Snack Merchandiser
Beverage Dispenser and Beverage Counter
Kitchen Display System will be required when new POS debuts in 2011.

The interior equipment that the Drive-Thru area may share with the front service area are:

Microwave
Speed Oven
Bottled Beverage cooler*
Back Counter and/or Work Tables
Hand Sink
Safe

*DOUBLE-SIDED BOTTLED BEVERAGE COOLER:
In order to maximize space in your Drive-Thru service area, the company has approved the
use of an optional, double-sided cooler (True Food Service Equipment, Inc., Model GDM-
33CPT-54) for use in drive-thru restaurants. The front doors enable customers to access the
bottled beverages from the customer area, and the back doors enable your drive thru
employees to access them from the drive-thru area.

Please note that bottled beverages for the Drive-Thru can also be placed within the Back
Counter refrigeration. It is not necessary to display them in customer view within a bottled
beverage cooler.

OPTIONAL EQUIPMENT SPECIFICATIONS

CLEARANCE BAR OPTIONAL
A clearance bar (also called a bang bar or crossbar) is often
necessary because many taller vehicles can cause damage to
canopies and awnings that are positioned over the ordering
area or payment/pick up window. Clearance bars help you
avoid major repairs and insurance claims by
preventing someone from accidentally hitting your building or
overhang.

Clearance bars indicate the maximum height for vehicles
entering your Drive-Thru lane (see photo at left). Since a
clearance bar is placed at the beginning of a Drive-Thru lane,
this can be a good place to communicate its Hours of
Operation by attaching a small sign to the pole.

Our recommended supplier for clearance bars is Everbrite.

PRESELL MENUBOARD OPTIONAL / RECOMMENDED

The value of having a Presell menuboard is two-fold: it can increase speed of service when the
customer drives up to order; it can also influence the customer to purchase your specialty items.
Presell menuboards are often positioned 1-2 car lengths (approximately 20 feet) prior to the point of
order. We recommend using the 2-Panel.

The companys approved supplier for exterior signage is Everbrite. They offer a Presell menuboard
called an Outdoor Changeable Translite Sign that allows you to display two extra translites. If space
permits, you may also choose to feature a four-panel, exterior backlit menuboard that can house up to
four translites as a Pre-sell menuboard.

Presell Menuboard
ORDER CONFIRMATION BOARD (OCB) OPTIONAL / RECOMMENDED
An Order Confirmation Board system features an LCD screen which is
connected with a restaurants POS system. As an employee rings and order
into the POS, the words appear on the screen to visually confirm to the
customer that his order has been correctly heard and received. This helps
improve order accuracy and enables customers to make changes if their order
is incorrect. The screen may also display marketing messages.

Order Confirmation Boards, also known as Order Verification Displays, are
becoming more common because they help increase order accuracy and
customer satisfaction.

The pedestal that houses the LCD screen can also house the speaker system,
so a separate speaker post may not be needed in locations that use an OCB.

An Order Confirmation Board is an optional, but recommended piece of equipment for your Drive-Thru.
To learn more about how one can benefit your restaurant, please contact our approved vendors, Delphi
Display Systems or HyperActive Technologies.

CANOPY OPTIONAL
Rain and inclement weather have a tremendously negative affect
on Drive-Thru lane traffic. To provide some protection for the
customer from adverse weather, canopies are often used at the
ordering station where the driver is exposed to the rain and
wind. Canopies illuminate the ordering area offering security to the
customer. Don't miss out on drive-thru sales because of
the weather. An outdoor, stand alone canopy can provide comfort
and security for your Drive-Thru customers.

Provides protection from the elements- rain, snow, sun, wind
Creates an added sense of security
Acts as an overhead sound barrier

The companys recommended supplier for canopies is Everbrite.

SITE PREPARATION OFTEN NEEDED
Please Note: Drive-Thru sites often require
additional prep work, such as concrete cutting or
installing a bollard, before an Order Confirmation
Board can be installed. Our approved OCB
vendors can quote these services based upon
their site visit.

RECEIPT PRINTER NOTE:
Until a new KDS is sourced by the company this summer, we recommend that an additional receipt printer be
mounted in the drive-thru sandwich area. This will allow sandwich orders to be printed for reference at the
drive-thru sandwich unit. This receipt can be passed down as the sandwich is made in order to help ensure
that all items needed to fill the order are included.

TIMING SYSTEM OPTIONAL
A Timing System can help managers increase car counts and improve service times by tracking the
amount of time it takes for cars to pass through service points along a drive-thru. The system
continuously and accurately measures, analyzes and displays car count and speed of service. This data
can be used to motivate a crew to achieve predefined goals and improve their performance.

Timing Systems require two magnetic loop installations in order to automatically detect and track cars
as they move along the drive-thru lane: one at the point of order and one at the payment window in
order to provide timing statistics

A Timing System is an optional, but recommended piece of equipment for your Drive-Thru. To learn
more about how one can benefit your restaurant, please contact our approved vendors, Phase
Research and HyperActive Technologies.

Keep in mind, if you are building a new restaurant with thoughts of
adding a drive-thru to it later on, it is highly recommended that a Pre-
Fabricated Loop be installed at all necessary detection points
(Menuboard & Window) at the time of construction even if a Drive-
Thru is not part of the initial opening plans. This makes it easier to
add necessary loops.

QTimer display screen Fast Track 2+2 display screens from
from HyperActive Technologies Phase Research

KITCHEN DISPLAY SYSTEM (KDS) OPTIONAL
A Kitchen Display System helps improve order accuracy in your drive-
thru by enabling your sandwich maker to reference orders. As customer
orders are rung into the POS by the order taker, each one appears on a
small monitor that is mounted near the drive-thru sandwich unit. To
clear an order from the display screen, the sandwich maker presses a
button on the bump bar so that the order is bumped from the queue.

Since the company is currently developing new POS software in
conjunction with the IPC, we are in the process of sourcing a KDS
system that will be fully compatible with our future system. The Kitchen
Display Systems under consideration include:

QSR Automation (OEMd thru PAR)
Logic Controls
WAND Systems

OUTDOOR POSTERS OPTIONAL
As Drive-Thru customers wait to pull up to the payment area, time can seem to drag if there is nothing
for them to watch or read. Placing messages on the wall of your building can help reduce the perceived
wait time and enhance a customers experience.

Outdoor posters can have a positive impact on return visits. The marketing messages shown here
should pertain to a customers next visit, encourage catering sales or reinforce SUBWAYs fresh
image. Posters should be displayed in poster frames designed to withstand outdoor weather
conditions. Poster frames can also be angled (as shown below) to help make messages easier to
read from the car. The company is currently sourcing Outdoor Posters with our vendors.

Interior view of a Customer Viewing Window. Angled poster signage.

AWNING - OPTIONAL
To provide some protection for the customer from adverse weather, awnings will be required above the
payment window area so that drivers are not exposed to the rain and wind.

Awning specifications are currently being revised. Contact the Signage Division of the Operations
Department prior to ordering an awning. Everbrite is the companys recommended manufacturer of
drive-thru awnings.
CUSTOMER VIEWING WINDOW Optional
Please Note: If your store has a Customer Viewing Window (shown below at left), you would not
need to install outdoor posters. The viewing window creates a kind of silent theater where customer
can see sandwiches being made fresh. If your store features a viewing window, keep in mind that the
area behind the Sandwich Artist must always be kept clean and free of clutter in order to make a
positive impression on customers.

Some older locations may even have a Customer Viewing Window where actual
communication takes place between the Sandwich Artist making sandwiches and the driver.
This configuration is no longer allowed because it takes away from speed of service. Stores
with this type of intercom system and viewing window must upgrade to a wireless headset
ordering system during their next remodel.
SECTION C: OPERATIONS

A Drive-Thru can be an important addition to your stores operations. According to a 2009 KPI
comparison, SUBWAY restaurants with drive-thrus averaged 12% more sales and exhibited a financial
strength of 25% greater than those without. As the number of SUBWAY restaurants with drive-thru
increases, it is important for us to enhance the experience we provide to our on-the-go customers.

Industry research shows that speed and quality of service are very important to customers who
frequent drive-thru locations, especially during peak periods. While the equipment we have outlined in
the previous sections of this booklet can help prepare your drive-thru for greatness, its ultimate success
depends upon how well your drive-thru operates on a daily basis. For example: you can invest in a
good quality audio communications system, however, if your employees do not use it to quickly
welcome arriving cars, they are not providing customers with a good experience.

Lets review some considerations for operating during peak hours as well as some general guidelines.

PEAK HOURS STAFFING
Schedule so that you have a minimum of two employees dedicated to service the drive-thru
line during peak periods. Peak periods typically occur from 11am 2pm and 4pm 7pm.
Keep in mind that anytime you serve over 20 units per hour in the drive-thru is considered a
peak period.
Require all employees responsible for working the drive-thru to wear headsets during their
shifts and to keep them turned on. This enables them to communicate with customers and
each other.
During peak periods, the two employees dedicated to the drive-thru service line must serve
food from that sandwich unit in order to work as efficiently as possible. During slower times
(depending on their tasks), it sometimes may be quicker for these same employees to make
sandwiches from the main unit.
You will find that only some employees will excel as an Order Taker / Cashier. This position
requires someone who is energetic, precise, has excellent customer service skills and is able
to effectively handle several responsibilities at once. This person sets the pace of the Drive-
Thru and is fully in charge of upselling so make sure you only schedule your best people for
this position!
When two employees staff the drive-thru during peak periods, the service time goal is 210
seconds or less per car. This will allow them to serve an average of 17-20 cars per hour.
When three employees staff the drive-thru during peak periods, the service time goal is 169
seconds or less per car. This will allow them to serve an average of 21 cars or more per hour.
Ensure there is additional staff scheduled as needed during peak hours to maintain efficiency.
Although we suggest you establish a separate schedule for the drive-thru, use the same
guidelines and methods to schedule employees as you do the front line. Refer to Chapter 11
of the Operations Manual for details.

HOURS OF OPERATION
Your drive-thru must be open any time that your restaurant is open. You may be given
permission by your DA/ADM, however, to close the lobby customer area earlier than your
drive-thru.
You should consider closing your lobby customer area earlier than your drive-thru for safety
and closing efficiencies.
Hours of Operation must be posted and adhered to as per the Days and Hours Policy in the
Operations Manual. If the drive-thru hours exceed your lobby hours, they must also be posted.
Drive-Thru hours should be featured on a sign on your payment / pick up window in addition to
your stores main door.
Your drive-thru should be designed to operate as separately from the front line as much as
possible. Trying to work a drive-thru off of the front line during peak periods will adversely
affect the customer service in both the drive-thru and in-restaurant.

POS
SubShop2000 (SS2K) has a built in drivethru layout in almost every database in the field.

To access the DT layout: open SS2K Manager Tasks Files Assign POS Keys
highlight the DRIVETHRU LAYOUT hit SELECTED LAYOUT button

To assign the DT layout to your POS permanently: open SS2K Manager Tasks
Files Register Control Other Defaults #1 hit browse button next to the layout
selection field and choose the DT layout restart Subshop

The new POS software that is currently in development will also have a built in drive-thru
layout. Watch STS for more details when the software is released.

CLEANING AND MAINTENANCE
Assign an employee to routinely clear the drive-thru area of
clutter and garbage.
Landscaping should be maintained so that your drive-thru
customers have a pleasant experience.
Once a year, you should have your drive-thru lane power-
washed, line striped and resealed so in order to maintain a
good appearance and enhance visibility.
Do not display handwritten signs on your drive-thru menuboard
or on the drive-thru payment window.
Maintain all equipment as recommended by the manufacturer.

TAKING AN ORDER
During peak periods you may have two or more Sandwich Artists dedicated solely to working
the drive-thru. One would serve as the order taker/cashier; the other would make sandwiches.
These employees would be wearing headsets so that they can communicate with each other
and your customers.
A vehicle pulls up to the menuboard area. The underground magnetic loop at the menuboard
triggers an alert that lets your staff know that there is a drive-thru customer who wants to place
an order. This alert can be heard through the headsets being worn by the staff.
The order-taker/cashier would take the customers order by punching it into the drive-thru POS
system. The POS system allows for customization (e.g., no onions, extra olives, etc.).
While the order is being taken, the 2
nd
staff member who is wearing a headset would begin to
make the sandwich at the drive-thru sandwich unit.
The order would be displayed on the Kitchen Display System screen positioned near the
sandwich unit. This would allow the sandwich maker to look up and reference the order as
needed so that the items are made correctly. If an Order Confirmation Board is being used at
the store, the order would also be featured on the screen so that the customer could read and
confirm the details, too.
The staff member taking the order would suggestive sell items, handle the transaction, get the
beverage from the drive-thru beverage station or bottled beverage cooler, and get chips and
cookies.
Once the staff member who took the order has completed these duties, all items needed to fill
the order will be placed in the appropriate staging area by the staff member(s) working the line
so that they are gathered together so that they may be handed out to the customer through the
payment / pick-up window.

DRIVE-THRU SERVICE COUNTER MARKETING PROMPTS CHART
The following outlines the information that needs to be determined and gives some suggestions on how
to get the information from the customer. The goal is to provide excellent customer service using the
shortest sentences possible.

ORDER TAKER / CASHIER What To Say What To Do
Greeting Hello. Welcome to Subway! How can I help you today? Start new order on POS

Repeat customer sandwich to ensure accuracy. For example:
A footlong Sweet Onion Chicken Teriyaki? Sure!
Select appropriate sandwich
on POS.
Bread Type
Would you like that on Italian bread , Whole Wheat, Honey Oat ,
Parmesan Oregano, or Herbs and Cheese?
Repeat customer choice to ensure accuracy. For example: Italian.
Hit Bread & Fixins button.
Suggestive
Selling
(If bread size was not previously mentioned). Will that be a footlong?
Would you like to try double meat today?
Select appropriate bread.
If Yes, hit Double Meat
button.
Cheese Type With American, Swiss or Provolone cheese? Select appropriate cheese.
Suggestive
Selling:
Alternate these
two questions
Did you want Double Cheese on that today?
If Yes, hit Double Cheese
button.
Did you want bacon on that today? If Yes, hit Bacon button.
Vegetables Lettuce, Tomato, Cucumber, Pickles?
Enter appropriate vegetables
into POS.
Olives and Onion?
into POS.
Hot Pepper, Jalapeno, or Salt & Pepper?
into POS.
Condiments
and Sauces
Would you like to have the Sweet Onion Sauce with that today?
(If no sauce is recommended): What type of sauce would you like today?
(If mayo is requested). Light or regular?
Enter appropriate sauce or
condiments into POS.
Suggestive
Selling
And would you like to make that a Meal Deal?
If Yes, press Meal Deal
button.
Suggestive
Selling
Chips or Cookies today?
(Repeat customer choice.) For example: Baked Lays. Great.
Enter appropriate chips or
cookies button
Suggestive
Selling
And what kind of beverage?
(Repeat customer choice.) For example: Coke? Great.
Select appropriate drink
button.
Total Number of
Sandwiches
Any other sandwiches today?
Enter additional items as
needed.
Provide Total
Thank you! Your order comes to $xx.xx. Please drive ahead to the
window.
Hit Total.

In an actual drive-thru situation, the Order Taker would alternate between taking new
orders and processing payments from cars already in the queue.
After customer drives up to the payment window...

Re-Greet /
Receive
Payment
Hi, your order is <repeat exact order>, is that correct?
Your order comes to $xx.xx.
Recall order on POS.
Complete POS transaction.
Take payment.
Return Change Your change is .....
Make change
coins first, bills second
Present Order
1. Drinks
2. Food
Present order. Use tray for 2
or more drinks. Separate hot
and cold food.
Closing Thank you for visiting SUBWAY! See you again soon!

DRIVE-THRU COMMUNICATIONS PATTERN CHART

In a drive-thru, it is the Order Taker / Cashier who sets the pace of the operation. As orders are taken,
they are overheard on the headset worn by the Drive-Thru Sandwich Maker, who begins to make the
necessary products.

It is essential that Order Taker / Cashier keep the Sandwich Maker busy in order to help maintain the
speed of service. In order to do so, the Order Taker must alternate between taking new orders and
cashing out customers as their orders are assembled. The above diagram illustrates a typical
communications pattern.

# 1. Order Taker/Cashier takes order from the customer at the order area (car #1). (Meanwhile,
the meals for the cars in queue are prepared).
# 2. Order Taker/Cashier recalls a previous order (car #2), takes payment, and delivers the
appropriate meal. (Meanwhile, the car from the order area advances around the building to wait in
line and a new car pulls up to order area. When the transaction for car #2 is completed and this
customer drives away, cars #1 and #4 will advance up the queue again.).
# 3. Order Taker/Cashier takes a new order from a customer at the order area (car #3).
(Meanwhile, the meals for the cars in queue are prepared).
# 4. Order Taker/Cashier recalls a previous order (car #4), takes payment, and delivers the
appropriate meal. (Meanwhile, the car from the order area advances around the building to wait in
line and a new car pulls up to order area. When the transaction is completed and car #4 drives
away, the other cars in the queue will advance again.).

You will find that only some employees will excel as an Order Taker / Cashier. This position
requires someone who is energetic, precise, has excellent customer service skills and is able to
effectively handle several responsibilities at once. This person sets the pace of the Drive-Thru
lane and is fully in charge of upselling so make sure you schedule your best people to handle
this position!
DRIVE THRU SANDWICH ARTIST RESPONSIBILTIES CHART


The above tool is an interactive spreadsheet posted on SUBWAY Partners
TM
. This tool demonstrates
how you can impact sales at your drive-thru during peak periods (Monday Friday) by concentrating on
speed of service and your average sale.

The sample column on the left reflects the company service time goal for peak periods (210 seconds
per transaction) as well as a sample sales goal of $7.00 per transaction. When you input your stores
information on the right, you quickly see how you drive-thru compares and how small improvements
can add up quickly!

In the sample above, the average sale is consistent ($7.00), however, we slowed the peak period speed
of service by 15 seconds per transaction. This may not sound like a lot, however, this slower time
results in an annual loss of $6,240 of revenue -- and this is just during peak periods (Monday Friday).
Imagine the opportunities that exist during every day and daypart!

ADDITIONAL MARKETING TOOLS FOR A DRIVE-THRU

Drive Thru Guide

Diunggah oleh

Informasi Dokumen

Deskripsi Asli:

Hak Cipta

Format Tersedia

Bagikan dokumen Ini

Bagikan atau Tanam Dokumen

Opsi Berbagi

Apakah menurut Anda dokumen ini bermanfaat?

Apakah konten ini tidak pantas?

Hak Cipta:

Format Tersedia

Drive Thru Guide

Diunggah oleh

Hak Cipta:

Format Tersedia

2010 Doctors Associates Inc. All Rights Reserved.

logo DRIVE THRU with arrow (right or left)

logo ENTER (both with arrow)

Anda mungkin juga menyukai