Front Desk FAQ Template: Customer Questions by Business

Write your answers down once, and you have a cheat sheet for new staff, a sign for the counter and everything an AI receptionist needs.

Quick answer

Print the list for your business type, write a one- or two-sentence answer to every question that applies, and add your own. Then keep the tally sheet at the counter for a week to see which questions really come up most. The finished sheet works as a staff cheat sheet, a counter sign and the knowledge for an AI receptionist.

Every business has a list of questions it answers all day. Most have never written it down. Once you do, three things get easier: training new staff, deciding what to put on signs, and setting up an AI receptionist.

How to use this template

Print the list for your businessStart with the questions every business gets, then add the list for your type.
Answer each one in a sentence or twoThe way you'd say it to a customer: "Restrooms are at the back, past the fitting rooms."
Tally for a weekKeep the tally sheet by the till and make a mark each time a question comes up. The top five often surprise people.
Use it three waysAs a cheat sheet for staff, as signs for the top questions, and as the knowledge for an AI receptionist.

Questions every business gets

Tick the ones customers ask you, then write your answer next to each.

What are your opening hours?
Are you open on holidays?
Where is the restroom?
Do you have Wi-Fi?
Which payment methods do you take?
Is there parking nearby?
Is it wheelchair accessible?
What's your return or cancellation policy?
How can I contact you?
Where can I find…?
Do you have…?
How much is…?
How long does it take?
Can I bring my dog?

Shops and stores

Where do I find a product?
Do you carry a brand?
Do you have other sizes or colors?
Can I exchange or return this?
Do you sell gift cards?
Do you offer gift wrapping?
Can I order online and pick up?
Do you deliver?
Is there a loyalty program?
Can tourists shop tax-free?
When does new stock arrive?
Where are the fitting rooms?

Hotels and guesthouses

What time are check-in and check-out?
Can I check out late?
Can I leave my luggage?
When and where is breakfast?
What's the Wi-Fi?
When are the gym, pool or spa open?
Where can I park?
How do I get to the airport?
How do I call a taxi?
Is there a restaurant or bar?
Is there laundry service?
Are pets allowed?
What do you recommend nearby?
Where's the nearest pharmacy or ATM?

Restaurants, bars and cafés

Are you still serving food?
Do you take walk-ins?
Do you have vegetarian or vegan dishes?
Is there a kids' menu?
What are today's specials?
Do you do takeout or delivery?
Can we sit outside?
Can we split the bill?
What's the Wi-Fi?
Do you have milk alternatives?
Where are the restrooms?
Are dogs allowed?

Allergen questions need an answer from your staff every time, not from a sign or a sheet.

Salons, gyms and pharmacies

Salons and barbers

Which services do you offer?
How much does a service cost?
Do you take walk-ins?
How do I book or reschedule?
What's your cancellation policy?
Which products do you use or sell?

Gyms and studios

Which memberships do you offer?
Is there a day pass or trial?
What's the class schedule?
Are there lockers and showers?
How do I book a personal trainer?
How do I freeze or cancel?

Pharmacies

What are your hours?
How does prescription pickup work?
Do you offer vaccinations or health checks?
Where are the cold and flu products?
Which insurance do you accept?
When can I speak to the pharmacist?

Questions about medicines, symptoms or dosage always go to the pharmacist.

One-week question tally

Write a question in each row, then add a mark every time someone asks it.

Question	Mon	Tue	Wed	Thu	Fri	Sat	Sun

Turn your answers into three things

A staff cheat sheet. New team members learn the answers in a day instead of a month, and everyone gives the same answer.
Signs for the top five. Restrooms, Wi-Fi and payment methods are the classic ones. Every question a sign answers is one nobody has to ask.
An AI receptionist's knowledge. The same answers, spoken out loud at the counter in your customers' languages. See how to train an AI assistant on your business data.

From template to assistant

Answer the setup questionsKioskly AI asks the most common ones itself. Type or talk.
Add your filled-in sheetPhotograph it or upload it as a PDF or Word file, along with your menu or price list.
Switch on Employee ModeYour answers are now spoken out loud, in your customers' languages.
Add what you missedQuestions customers ask that aren't on your sheet show up on Home.

Customer

Do you sell gift cards?

Kioskly

Yes, gift cards are available at the till in any amount from 10 dollars.

Frequently asked questions

How many questions should my FAQ have?

Start with the 15 to 25 you hear every week. A short list you keep current is more useful than a long one nobody updates. Add the rest as they come up.

Should I include prices?

Only the prices you're happy for anyone to quote and that don't change often. For anything that varies, write how the price is worked out, or who to ask.

How often should I update it?

Whenever something changes, and at the start of each season: holiday hours, new menus and new services are the answers that go wrong most often.