CATERPLAN产品知识应用培训.ppt

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1、Product Application TrainingWelcome to the caterplan product application trainingWelcome to the caterplan product application training1Product Application Training第一天第一天Agenda Day 1Agenda Day 1课程介绍Course introduction厨房的安全与卫生（1hr）Kitchen Safety and Hygiene BKT 录象-传统烹饪技术（2hrs）BKT Video-Classic Culinar

2、y Skills 本地产品，实际应用（包括产品比较）（3hrs）Local Product,Practical Application(including product comparison)信息来源Information Sourcing菜单分析（1.5hrs)Menu Analysis(all outlets)信息来源和信息使用（1hr）Information Sourcing and information use-People watching神秘盒子比赛(10mins)Mystery Box Challenge 2Product Application Training第二天第二天

3、Agenda Day 2Agenda Day 2第一天回顾Re Cap day 1(30mins)烹饪比赛Cooking Competition(3hrs)厨房设备/用具的识别和使用方法-利用厨房内空间Identification of Kitchen Equipment/Utensils and their uses(1hr)-Use of space within a kitchen便利与新鲜的矛盾（包括成本）The battle between Convenience and Fresh(inc.costing)(1hr)-Caterplan 与竞争的矛盾 The Battle betw

4、een Caterplan and the Competition-提问方式Questioning Styles全部利用（1hr）Putting it all to use(1hr)3Product Application Training课程目标课程目标课程目标课程目标Course ObjectivesCourse ObjectivesCourse ObjectivesCourse Objectives全面增长产品知识Raise overall product Knowledge提高产品应用能力Raise Product Application ability增强厨房管理意识Raise aw

5、areness of kitchen operations增强对厨房设备及使用与Caterplan的相关意识Raise awareness of kitchen equipment and uses and there relevance to Caterplan增强对餐饮人员需求了解 Raise awareness of the needs of the Caterer使Caterplan销售人员与餐饮人员建立联系并满足他们的需求To enable Caterplan Sales people to relate to the Caterer and their needs教会Caterpl

6、an销售人员用自己的眼睛，耳朵和嘴去发现和开发一切可能的机会To teach the Caterplan sales person to use their Eyes,Ears and Mouth to identify and exploit all possible opportunities 4Product Application Training典型典型CaterplanCaterplan拜访的现状拜访的现状Current situation in typical Caterplan callCurrent situation in typical Caterplan call拜访阶

7、段拜访阶段 Stage of callStage of call具体行动具体行动ActionAction计划计划&准备准备Planning&PreparationPlanning&Preparation详细查看上次拜访的卡片记录，详细查看上次拜访的卡片记录，准备样品，准备样品，Checks record card for details ofChecks record card for details of last call,prepares samples,last call,prepares samples,prop sheetsprop sheets etc etc进入拜访阶段Ente

8、ring call直接去会面地点，集中精力面谈Goes direct to meeting place focused on interview开始拜访开始拜访Opening callOpening call用用4 4 x 6x 6模式询问探索性问题模式询问探索性问题Uses 4 x 6Uses 4 x 6 asks some probing questions asks some probing questions结束结束CloseClose用用50%50%的时间拿到产品定单的时间拿到产品定单Asks for and 50%of the time gets the Asks for and

9、50%of the time gets the order for that productorder for that product说服说服PresentationPresentation样品可使谈话有针对性样品可使谈话有针对性Samples product gives some brand talkSamples product gives some brand talk5Product Application TrainingCaterplanCaterplanCaterplanCaterplan拜访的理想状态拜访的理想状态拜访的理想状态拜访的理想状态 Desired situatio

10、n in a Caterplan call拜访阶段拜访阶段 Stage of callStage of call 具体行动具体行动ActionAction计划&准备Planning&Preparation 象每一天一样做充分的计划和准备,并查看提前拿到的菜单和设备清单看看是否有使用Caterplan产品的机会 Plans and prepares as per Perfect day plus checks through a previously acquired menu and equipment list to check for opportunities for Caterplan

11、 products.进入拜访 Entering Call通过餐厅时查看专用板报，菜单是否变动。环顾厨房寻找方便调料用品并查看一下储藏室Via dinning room to check specials board,menu changes.Looks around kitchen for convenience product and tries to look in store 6Product Application TrainingCaterplanCaterplanCaterplanCaterplan拜访的理想状态拜访的理想状态拜访的理想状态拜访的理想状态 Desired situa

12、tion in a Caterplan call拜访阶段拜访阶段 Stage of callStage of call 具体行动具体行动ActionAction开始拜访 使用4x6 模式针对菜单和产品使用提出探索性问题Opening Call Uses 4 x 6 with lots of probing questions about menu and product usage 演示 应用4x6 模式进行样品展示，结合产品特征利益陈述，产品 应用涉及现用菜单和计划菜单。Presentation Samples product using 4 x 6 plus F&Bs,Usps and p

13、roduct applications related to the outlets menu and future menu plan.结束 为客户提供解决问题的方法或利用产品知识和应用为未来 计划做准备。专业方法使创意更能被客户接受。Close Gives the outlet a solution to a problem or sews seeds for future plans using product knowledge and application.Professional approach enables ideas to become more acceptable t

14、o the outlet.7Product Application Training厨房安全厨房安全Kitchen Safety8Product Application Training厨房安全厨房安全KITCHEN SAFETYKITCHEN SAFETY保证安全是餐饮人员的最大责任。事故预防演习要根据已有制度进行，“防患于未然总比亡羊补牢好”。Safety is a major responsibility of all foodservice personnel.Accident prevention should be practiced according to the old pr

15、inciple,“prevention is better than cure”.要实施安全管理。许多法规也规定安全管理是前提。Management must organize for safety.There are many laws that make management legally responsible for safety in their premises.法律规定顾主必须提供安全的工作场所以防止危险发生，从而避免造成对雇员和公众的伤害。These laws require each employer to provide a place of employment tha

16、t is safe and free from hazards that may cause physical injuries or fatalities to workers or members of the public.9Product Application Training每一个膳食服务公司都必须建立一整套安全计划，包括严格的安全规则和程序，对雇员的安全培训，使用安全性能好的厨房设备。Every foodservice establishment should develop an over all safety program that includes firm safety

17、 policies and procedures,safety education for staff and employees,and kitchen equipment with built in safety features.这种计划对减少事故发生和伤害十分必要；同时也能减少财务损失，保证不因对顾客造成伤害而损失生意。Such a program is necessary to reduce the number of accidents which cause suffering to the injured;financial loss to the institution an

18、d loss of business and goodwill through customer injuries on the premises.因此不仅在使用因此不仅在使用 CaterplanCaterplan厨房，而且在使用顾客厨房时，你厨房，而且在使用顾客厨房时，你有责任使自己熟悉一些基本的良好习惯。有责任使自己熟悉一些基本的良好习惯。It is therefore your responsibility to familiarise yourself with some basic good practices for use both in the Caterplan kitche

19、n but in the customers kitchen.10Product Application Training以下是进行安全管理必须实施的步骤以下是进行安全管理必须实施的步骤These are some of the steps to safety management must implement 所有事故以书面形式报告Furnish written reports of all accidents.让有资格的职员管理并提供连续培训计划。鼓励好的工作习惯 Provide continuous training programs and supervision by qualifi

20、ed staff.Encourage good working practices 对所有设备，机器，自然构造，地面精心保养 Keep all equipment,machines,physical structures,and surfaces in good repair.电话机旁张贴应急电话号码如，警察局，急救站，医院Keep emergency telephone numbers for police,ambulances,and hospitals posted near the telephone.在工作台，走廊，出入口提供统一足够的光源 Provide uniform and a

21、dequate lighting on work surfaces,in corridors and at entrances and exits.定时维修电线。保证电线绝缘；电器要接地线；灯泡要加灯罩 Keep all electric wiring in good repair.Electric wires and cords must be properly insulated;electric equipment should be grounded properly;light bulbs should be protected with a guard;准备好急救用品，出口明显表识

22、 Keep first aid supplies available.Keep exits clearly marked.11Product Application Training最经常的伤害主要是由烧灼伤，刀割伤和坠落引起的。为了最经常的伤害主要是由烧灼伤，刀割伤和坠落引起的。为了避免这些事故的发生，雇员必须熟悉特定的规则和程序。包括：避免这些事故的发生，雇员必须熟悉特定的规则和程序。包括：The most frequent injuries are the result of accidents caused by burns,cuts and falls.To avoid such a

23、ccidents,employees should be aware of specific rules and procedures.These include:烧灼，刀割，跌落的危险烧灼，刀割，跌落的危险DANGER OF BURNS,CUTS,FALLS12Product Application Training烧灼伤的预防烧灼伤的预防Prevention of BurnsPrevention of Burns了解报火警的紧急步骤Know the emergency procedures for reporting fires知道灭火器和安全出口的位置和怎样使用他们。Know the l

24、ocation of fire extinguishers and fire exits and know how to use them把头巾罩布一类东西放在远处，保持橱具清洁没有油腻 Keep the hoods over ranges and cooking equipment clean and free of accumulated grease除非放入或取出东西，保持烤箱门关闭。Keep oven doors closed except when loading and unloading the oven.点火之前几分钟，打开燃气烤箱使之通风。Open and ventilate

25、 gas ovens as few minutes before lighting.13Product Application Training烧灼伤的预防烧灼伤的预防Prevention of BurnsPrevention of Burns在你的相反方向打开锅盖让蒸气散发。Lift lids on the side of the pan opposite you to allow steam to escape.不要把锅柄朝外和置于明火之上Keep handles of pans out of the aisle and away from the direct source of hea

26、t,such as over an open flame or burner.打开高压锅阀门并慢慢旋转避免热的水蒸气溅出Open valves of steam-jacketed kettles and turns slowly to avoid splashing hot water and steam.往锅柜里装东西前关掉所有阀门和栓。Close all valves and spigots before filling kettles.移动重而热的食物时请人帮忙。Get assistance when moving heavy containers and hot food.14Prod

27、uct Application Training烧灼伤的预防烧灼伤的预防Prevention of BurnsPrevention of Burns提醒别人注意高温的锅和器皿。Warn others about hot pans or hot china.避免让容器盛满高温的食物和液体。Avoid over-filling pans and containers with hot foods and liquids.穿着整洁合体的工作服。宽松的衣袖和围裙带容易缠上橱具或碰上热源Wear clean uniforms that fit properly.Loose sleeves and apr

28、on strings may catch on equipment or touch a source of heat.穿的鞋要盖住脚趾和脚跟以防被溅出的高温食物和液体烫伤 Wear shoes with close toe and heel for protection from spills of hot foods and liquids.15Product Application Training烧灼伤的预防烧灼伤的预防Prevention of BurnsPrevention of Burns划火柴时方向要向外Strike matches in a direction away fr

29、om you避免将液体浇在烧热的油上 Avoid spattering liquids into hot fat在适当的位置准备一些盐以便扑灭炉灶上的火Keep supply of salt in appropriate place to extinguish fires in oven or on stove tops在适当的位置准备苏打粉和锅盖，以便扑灭炒锅中的火Keep supply of baking soda/fire blanket in appropriate place to extinguish fires in fryers.16Product Application Tr

30、aining烧灼伤的预防烧灼伤的预防Prevention of BurnsPrevention of Burns关闭火门Keep fire doors closed清除出口，火门和火道前的障碍物。只有在紧急情况下才使用它们Keep exits,fire doors,and fire escapes free of obstacles and equipment.Use these only as directed of emergencies.在指定区域吸烟，不要将未熄灭的烟头搁置一旁。Smoke only in designated areas and never leave a brini

31、ng cigarette unattended.手湿或站在水中时不要碰电器。Do not handle electrical equipment with wet hands or while standing in water.如电线有破损，及时报告Report defective electrical wiring.17Product Application Training刀割伤的预防刀割伤的预防Prevention of CutsPrevention of Cuts全面学习怎样使用切肉机，研磨机和菜刀。经常阅读使用说明Learn the complete instructions fo

32、r operating meat slicers,food grinders or food choppers.Always read directions.保持刀刃锋利Keep blades of knives and slicers sharp.不要把刀浸在水池中Never put Knives into full sinks 不用时把刀插入安全的固定物或刀架。不要把刀丢在水池里或看不见的地方Store knives in safe holders or racks when not in use.Knives should never be left in a sink or in an

33、 area where they cannot be seen.18Product Application Training刀割伤的预防刀割伤的预防Prevention of CutsPrevention of Cuts不要试图抓住正在坠落的刀。躲开它让它自然落地。Never try to catch a falling knife.Move out of its path land let it fall.选用合适的刀用来切骨头或其它特殊切割。Select the appropriate knife for the specific cutting or boning task.刀只是用来切

34、割食物的。不要用它来起瓶盖，罐头或其它容器Use knives for cutting and chopping.Never use a knife to open lids,cans,or other containers.使用刀或其它锋利的工具时要握住刀柄。Hold knives and sharp tools by the handles.19Product Application Training刀割伤的预防刀割伤的预防Prevention of CutsPrevention of Cuts利用切菜板。切割时刀由内向外。Use a cutting board.Cut away from

35、 your body.使用刀时精力要集中Be attentive to the job when using a knife.清洁或调试机器时把开关旋转至“关”。机器停止运行前不要从上面拿食物Turn switch to“off”position before cleaning or adjusting a machine.Do not remove food from a machine until the machine stops.检查电器开关，插电源前应关掉电器Check switches of electrical equipment and appliances and be su

36、re that they are in the“off”position before plugging the electric cord into the outlet.20Product Application Training刀割伤的预防刀割伤的预防Prevention of CutsPrevention of Cuts及时处理破碎的玻璃瓷器。把它们盛放在专用的容器里，不要放在垃圾箱里Dispose of chipped and broken china and glassware.Place them in a container that has no other use.Do n

37、ot put in waste baskets,trash or garbage receptacles.及时把破碎的玻璃瓷器扫进簸箕。用一次性毛巾或布捡起碎片Sweep broken glass or china into a dustpan.Use disposable towels and cloths to pick up slivers of glass and china.用适当的工具开启柳条箱，木箱，罐头和瓶子。清除钉子，订书钉和铁丝并把它们放进一次性容器里。Use the proper tool to open crates,boxes,cans and bottles.Rem

38、ove nails,staples and wires and put them in a disposable container.21Product Application Training刀割伤的预防刀割伤的预防Prevention of CutsPrevention of Cuts打扫破碎的玻璃瓷器前要把水池的水排干。Drain the water from the sink before removing broken glass or china.使用完毕时及时将搅拌器，切片机等机器关掉。Turn the switch of mixers,slicers and other equ

39、ipment to the“off”position when the task is completed.清洁切片机时不要让手碰到刀刃边缘。切片机不被使用时要关掉并将刀片包好 Keep hands away from the edge of the cutting blade while cleaning a slicer.Always keep the switch in the“off”position and the blade closed when the slicer is not in use.使用设备时要使用防护装置 Use safety guards when using

40、equipment.启动机器前要将碗，容器和附件固定好Lock the bowls,containers,and attachments in place before starting on the equipment.22Product Application Training跌落伤的预防跌落伤的预防Prevention of Fall Prevention of Fall 站在安全的梯子上去擦洗炉灶和罩子-而不是椅子，凳子或箱子上Stand on a safe ladder not chairs,stools or boxes to clean deck oven and hoods.不

41、要让地板楼梯沾上油渍，污渍和水迹。Keep floors and stairs free of grease,spills and wet spots.不要让地板，楼梯和过道上堆满箱子，清洁设备和其它障碍物Keep floors,stairways and traffic lanes free of boxed,cleaning equipment and other obstructions.不要在推车上，把箱子堆放高于你的视平线。Never stack boxes on push trolleys higher than eye level.在Caterplan 厨房中或去拜访客户时要穿轻

42、便的鞋子Always wear sensible shoes both in the Caterplan kitchen and when visiting your accounts23Product Application Training食品卫生食品卫生Food HygieneFood Hygiene24Product Application Training什麽是什麽是什麽是什麽是“食品卫生食品卫生食品卫生食品卫生”What is“Food Hygiene”?What is“Food Hygiene”?What is“Food Hygiene”?What is“Food Hygiene

43、”?食品卫生的含义远远超过清洁，它包含从食品的生产，食品卫生的含义远远超过清洁，它包含从食品的生产，加工，制造，包装，储藏，分销到陈列，为保证食物安全，稳加工，制造，包装，储藏，分销到陈列，为保证食物安全，稳定，健康而进行的所有必要措施定，健康而进行的所有必要措施Food Hygiene is much more than cleanliness it involves all measures necessary to ensure the safety,soundness and wholesomeness of food at all stages of from its product

44、ion,processing,manufacturing,packaging,storage,distribution and display to its sale.这些方法包括这些方法包括These measures will involve;保证食品不受任何形式的污染Protecting food from risks of contamination of any kind.防止任何有害有机体的繁殖Preventing any organisms multiplying to an extent which would place consumers at risk.通过彻底地烹饪和加

45、工破坏有害的细菌。Destroying any harmful bacteria in the food by thorough cooking or processing25Product Application Training为什麽学习为什麽学习为什麽学习为什麽学习“食品卫生食品卫生食品卫生食品卫生”Why learn about“Food Hygiene”?维护你的工作和Caterplan的信誉。To safeguard your job and Caterplans reputation 维护你客户的信誉。To safeguard the reputation of your Cus

46、tomers 增强顾客对你的信心。To raise the customers confidence in you 增强你与餐饮人员对话时的信心。To raise your own confidence levels when talking to the caterer使你能够安全和充满信心地完成工作。To enable you to confidently and safely carry out your job 26Product Application Training什麽是什麽是什麽是什麽是“食物中毒食物中毒食物中毒食物中毒”What is“Food Poisoning”?一种急性

47、病，通常在食用有毒的或被污染的食物之后突然发病An acute illness usually of sudden onset caused by eating contaminated or poisonous food 症状通常包括：腹痛，腹泻，呕吐，恶心和发烧The symptoms normally include one or more of the following:Abdominal Pain,Diarrhea,Vomiting,Nausea and Fever 造成原因：细菌和毒素，病毒和霉菌，化学药品和金属，有毒植物/鱼和真菌Can be caused by;Bacteri

48、a or other toxins,viruses and molds,chemicals and metals,poisonous plants/fish and fungi.What no pay chequeWhat no pay cheque27Product Application Training细菌细菌细菌细菌BacteriaBacteriaBacteriaBacteria食物变质菌食物变质菌-使食物腐烂使食物腐烂 （细菌应用在奶酪和酸奶的制造）（细菌应用在奶酪和酸奶的制造）Food Spoilage Bacteria-Causes food to decay(e.g.Bacte

49、ria for cheese and yogurt making)致病细菌-有害的，可引起疾病和食物中毒。Pathogenic Bacteria-harmful and can cause diseases and food poisoning有害的细菌无法品尝闻味被辩识，看起来很正常HARMFUL BACTERIA CANNOT BE TASTED OR SMELLED.IT CAN LOOK PERFECTLY NORMAL28Product Application Training 人体PeoplePeople 空气AirAir 生的食物Raw Foods 动物/啮齿动物 Animals

50、/Rodents 昆虫/鸟类 Insects/Birds 垃圾Garbage 灰尘污垢Dust and Dirt 水Water细菌从何而来？细菌从何而来？细菌从何而来？细菌从何而来？Where do Bacteria come from?无处不在无处不在Basically everywhereBasically everywhere29Product Application Training在适宜的条件下一个细在适宜的条件下一个细菌只需菌只需9 9小时就可繁殖到小时就可繁殖到上几亿上几亿WITH THE RIGHT CONDITIONS IT TAKES ONLY 9 HOURS FOR A