Smile and greet
Open with Kaco, your name, and a clear offer to help.
Delivery phone standard
Phone and Delivery Order Ethics
A training page for answering delivery calls, taking accurate orders, protecting customer trust, and turning phone conversations into repeat customers.
Call flow graphic
The Kaco phone call flow
Every delivery call follows one clear path: warm greeting, full attention, guided selling, accurate confirmation, source logging, and a branded closing.
Listen fully
No side talk, no kitchen comments, no divided attention.
Use hold properly
Ask permission, wait for approval, use the hold function, then thank the customer.
Guide the sale
Follow the daily briefing and offer combos, drinks, sides, desserts, and campaigns.
Confirm details
Repeat the order, address, phone numbers, total, and expected delivery time.
Close warmly
Thank the customer and use Tekram Ya Asli naturally when appropriate.
Required opening tone
Standard phone script
Kaco Doner, Turkish shawarma, good morning, this is [name], how can I help you?
Step-by-step call procedure
15 steps for every delivery call
Use these steps as the full phone order sequence. The call taker should not skip steps because each one protects accuracy, service tone, sales value, or customer data.
Smile before speaking so the customer hears a warm and positive tone.
Introduce Kaco, greet the customer, say your name, and offer help.
Give the customer full attention and avoid talking to staff during the call.
If you must answer another line or speak to someone, ask permission before placing the customer on hold.
Use respectful language and avoid casual nicknames or informal labels.
Know the menu, prices, ingredients, offers, and available items before answering calls.
Recommend items based on the daily briefing, not personal preference.
Offer sides, drinks, combo upgrades, desserts, and relevant add-ons.
Offer active campaigns and current branch offers when they fit the customer need.
Repeat the full order to the customer after the order is complete.
Confirm the full address in detail, even if the address already exists in the system.
If the address is new, ask whether this is the customer's first order and record the customer source.
Tell the customer the final invoice total clearly.
Tell the customer the expected delivery time honestly.
Thank the customer for calling Kaco and close warmly with Tekram Ya Asli when appropriate.
Phone behavior
Call handling standards
The phone employee represents the full branch. Tone, attention, accuracy, and selling discipline must stay professional from the first word to the final thank-you.
Call Opening and Voice Standard
Smile before speaking; the customer cannot see it, but they can hear it in the tone. Use the restaurant name, greeting, employee name, and offer to help. Speak with calm pace, professional tone, and clear pronunciation.
Attention and Hold Etiquette
Give the customer full attention. Do not speak to staff or make side comments while the customer can hear. If another issue requires attention, ask permission, use hold, and thank the customer when returning.
Respectful Language
Avoid casual nicknames or informal labels such as my dear, boss, bro, or similar expressions. Friendly does not mean informal; the tone must stay respectful and controlled.
Selling and accuracy
Order taking standards
The goal is not only to take an order. The goal is to guide the customer correctly, increase order value ethically, and prevent wrong deliveries.
Menu Knowledge and Selling Direction
Know the menu, prices, ingredients, offers, and available items before answering calls. When asked for a recommendation, follow the daily briefing, hero items, active offers, and branch sales priorities.
Upselling Discipline
Offer side items, drinks, combo upgrades, desserts, and active campaigns when relevant. Upselling must be polite, useful, and aligned with the customer's need.
Order Accuracy and Customer Details
Repeat the full order after it is complete. Confirm item names, quantities, special notes, sauces, drinks, sides, delivery method, full address, and two phone numbers whenever possible.
Customer data
New customer and source logging
Every new customer is a marketing signal. The call taker must capture where the customer came from and what they care about.
First Order Check
If the address is new, ask whether this is the customer's first order from Kaco and record the customer as new in the system or customer notes.
Source Question
Ask new customers how they heard about Kaco: WhatsApp, Instagram, TikTok, referral, delivery app, walk-in, campaign, or other source.
Preference Note
Record useful preferences such as favorite item, delivery area, family order, offer interest, or dessert interest.
Call closing
Final confirmation
The call ends only when the customer knows exactly what they ordered, what they will pay, when it will arrive, and that Kaco appreciated the call.
StepPhone standardRequired proof
OrderRepeat the full order and special notes.Customer confirms order is correct.
AddressConfirm street, building, floor, landmark, and delivery instructions.Address is complete in the system.
TotalTell the customer the final invoice total.Total matches the POS/order system.
TimeTell the customer the expected delivery time clearly.Time promise is realistic.
CloseThank the customer and close warmly with Tekram Ya Asli when appropriate.No unanswered questions remain.