What Questions Are You Asked Frequently?
Business By prterrell Updated 17 Jul 2007 , 3:46am by bobwonderbuns
I am currently designing my website. I want to include a FAQ section. Since I am just starting out, I don't have any real FAQs, but I want to anticipate what many of those will be. Please help me create my FAQ. 
What questions are you asked frequently?
TIA!
what flavors of cake and icing do I offer? Do I bake from scratch? Do i deliver?
HTH
I would be interested to hear about this as well!
im in the same situation as you prterrel
what i did is cruise lots of other cake decorators websites and read their FAQs to decide which ones i should address on my website. they include:
are cakes baked fresh from scratch or frozen
are you a licensed baker
hours of operation
when should i reserve my wedding date
can i have multiple flavors
do you deliver
can i match the colors of my wedding to the cake
can i pay with a credit card
when is the final date to make changes to the cake design
if we get a fake cake to display and sheet cakes to serve is it cheaper (NO!)
does fondant taste bad
im only doing wedding cakes, so these are the FAQ's i decided to use on my site. of course, its still a work in progress, so i expect to make many changes in teh next couple months. hope htat helps!
another one may be whether you do tastings, when, where, cost etc.
And what do they get tastings for? i have had some request for tastings for a birthday cake, but the order would have only been for $50.00 .... so my answer umm NO!
I haven't decided whether I will be limiting this strictly to weddings or a dollar amount (there are a lot of business that might reach over a wedding cake cost) But my dollar amount would be a min of $250.00 I think, I don't know maybe higher?
definitely min dollar amount. my min servings i'll do for a wedding is 100, and min price is $2.50 per serving. so im always making at $250.00 on each wedding cake order, otherwise i would not do a tasting at all! its not worth it for little b-day cakes and such.
Think about anything you'd love to tell all brides if you could put them all in one room for 20 minutes! What are some of the pieces of information that you find yourself explaining a lot?
How to store the top tier; how to cut a cake (maybe include links to wilton's wedding cake cutting chart, or the page on my website with a pictorial on how to cut one); how much cake do they need (60% rule? alcohol being served? food? cake-only reception?); why are cakes priced per person? do you provide plates and forks? table decor? linens?
Had a mother email me yesterday and ask "If we order food for 150 and only 100 show up, do I get a refund?" (uh......NO!)
What information should they have before they order their cake? (budget, headcount, flavors, an idea of style of cake, reception site address, contact name/phone at reception site, does the site require a cert of ins from you, hours facility will be open for cake delivery, etc.)
Here are my FAQ, feel free to borrow as necessary.
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Q: How soon in advance should I place my order?
A: As soon as you are certain of your event date! To ensure quality, cake bookings are limited and can fill up months in advance. A minimum of 1 weeks notice is required on all orders. Please call or email to inquire about availability.
Q: How much will it cost?
A: Because every cake is different, it is impossible to give an exact price quote without knowing all the details. The starting price point for 1 and 2-tiered cakes is $2/serving. 3 and 4-tiered cakes start at $3/serving. The amount of decoration needed for a cake can raise the cost above the starting price. Sculpted or shaped cakes are priced on a case-by-case basis. If you have been referred to me by an existing customer, tell me and receive 10% off your first order!
Q: I only need a small cake. How small a cake can I order?
A: Due to the high level of attention I give to every cake, and the limited amount of bookings available, there is a $40 minimum order. The smallest individual cake I make is an 8 inch round which will serve 15 people. Smaller smash cakes for first birthdays are available with the purchase of a larger cake.
Q: When do I pay for my cake?
A: Cakes over $100 require a 50% deposit to hold the date and the balance due 2 weeks before the event. In most cases, cakes less than $100 are payable the day of the event.
Q: Do you accept credit cards?
A: At this time I accept only cash and check.
Q: Do you deliver?
A: I deliver anywhere in North Austin, Cedar Park and Round Rock for free. If you require delivery outside these areas, please ask for a delivery quote.
Q: Can I visit your shop?
A: I currently rent space in a commercial kitchen and cook during odd hours. I do not have a traditional storefront.
Q: Do you do sheet cakes?
A: Sheet cakes, or "kitchen cakes" are available with a wedding cake purchase of at least 75 servings.
Q: What is fondant? Ive heard that it tastes really bad.
A: Fondant is a sugar dough that can be rolled out and used to cover a cake. It gives cakes a beautiful, porcelain-like finish. It can also be used to sculpt various shapes or figurines. Some commercial fondant tastes like chemicals. My homemade fondant is made from marshmallows with no chemical taste. It can also be flavored any number of ways. If its not your taste, fondant can easily be peeled off to reveal a delicious layer of homemade frosting.
What a great thread this is! So much awesome info!
Ok. Just finished working on this. Here's what I came up with (with thanks to KoryAK and kelleym). Items in italics are notes to help y'all understand when something is a hyperlink to another location that already exists w/ this info. Please provide comments/suggestions to help make this better!
TIA
Promise
_____________________________________________________________
Frequently Asked Questions
Q: What flavors do you offer?
A: (hypertext link to) Cake Flavors
(hypertext link to) Fillings
(hypertext link to) Frostings
(hypertext link to) Specialty Cakes
Q: Do all the tiers of my cake have to be the same flavor cake/filling/icing?
A: No, each tier of your cake may be a different flavor.
Q: Can I get a sugar-free/fat-free cake?
A: Not at this time.
Q: I have a food allergy can you make me a gluten-free/dairy-free/nut-free cake?
A: All of the cakes are made from wheat flour. Most of the frostings contain butter. Please let me know if you are allergic to nuts and I will make sure your cake is kept separate from any orders for cakes that do contain nuts. However, please be aware that all of my cakes are processed on the same equipment, and while they are cleaned impeccably, cakes may still contain traces of allergens.
Q: How much do you charge for cakes?
A: Because every cake is different, it is impossible to give an exact price without knowing all the details.
This is greatly variable based on the design and size of the cake, in addition to the types of fillings and icings used. The amount of decoration needed for a cake can raise the cost above the starting price. Naturally, a large, intricate cake is going to cost you more than a small, simple cake.
Sculpted or shaped cakes are priced on a case-by-case basis.
Click here to view the Price Charts. These prices are to give you an idea of how much your cake may cost.
Please request a quote for specific pricing.
Q: Do you offer discounts?
A: No, my prices are non-negotiable. If the price quoted is out of your price range, I can accommodate you by making suggestions that will fit within your budget.
Q: What payment methods do you accept?
A: Currently we accept cash and check only.
Q: When is payment due?
A: Payment in full for non-wedding cakes is due 1 week prior to the event.
Payment in full for wedding cakes is due 2 weeks prior to the event.
I will not make or purchase the items needed to make your cake, unless the cake is paid for in full.
Q: How can I get a quote?
A: Quotes are available by email or phone.
Q: How do I order a cake?
A: (hypertext link to) Non-wedding cake orders
(hypertext link to) Wedding cake orders
Q: What information do I need in order to place an order?
A: The date and time for delivery or pick-up
The location of your event and directions (for delivery orders only)
The type of event (anniversary, birthday, baptism, baby shower, etc)
The number of people the cake will need to serve
The cake flavor(s), icing flavor(s), and filling(s)
How it is to be decorated
Any food allergies that need to be taken into consideration (unfortunately, it is not possible to accommodate all food and diet restrictions)
Q: How big of a cake should I order?
A: You should order enough cake that every guest who wants a slice may have one. A good rule of thumb for weddings is that you will need cake for approximately 60% of the number of guests you invite. For example, if you invite 150 guests, you can expect approximately 90 guests at the reception.
Q: What is the latest I can order a cake?
A: A minimum of two weeks notice is required for all non-wedding orders. I do a limited number of cakes for each date. Contact me to reserve your date as soon as possible.
I do only one wedding cake per weekend. Contact me to reserve your wedding date as soon as you have set it, otherwise it may no longer be available. Due to the complexity of wedding cakes, I need at least one months notice for each wedding cake order.
Q: I only need a small cake. What is your minimum order?
A: The smallest individual cake I make is an 8 inch round which will serve 16 people.
The minimum order for tea cakes is six.
The minimum order for petit fours is two dozen.
The minimum order for cupcakes is one dozen.
The minimum number of cupcakes in a cupcake cake is one dozen.
The smallest (round) wedding cake is a 5 anniversary tier atop a 9 tier and serves 21.
Q: What is a smash cake?
A: A smash cake is a small cake for the first birthday boy/girl. They are a 6 round vanilla cake, one layer, no filling, iced in vanilla buttercream and decorated with a pink or blue border and the number 1.
Q: How much are smash cakes?
A: Smash cakes are available free of charge with the purchase of a birthday cake ($43.50 minimum). You may purchase a smash cake along with any other order for $10.
Q: Can I make changes to my order?
A: Yes. Changes are accepted for non-wedding cakes up to 7 days prior to the event.
For wedding-orders, all details must be finalized 14 days prior to the event.
Please keep in mind that changes may increase the price of your cake.
Q: What is your cancellation policy?
A: All deposits are non-refundable and non-transferable to another date or order. Any monies paid beyond the initial deposit will be refunded, providing that no work has been completed on your cake. If a portion or all of the work has been completed, partial refunds will be determined on a case-by-case basis.
If payment for a non-wedding cake has not been received by 7 days prior to the event, the order will be cancelled and no refund will be issued.
If payment for a wedding cake has not been received by 14 days prior to the event, the order will be cancelled and no refund will be issued.
Q: What comes with my cake?
A: I do not provide plates, forks, napkins, cake knives, cake servers, linens, cake stands, or tables. These items are not available for purchase or rent through us. When you order a cake, you receive the cake and the box it is in. An additional box for the anniversary tier is also provided with wedding cakes.
Q: When should I reserve my wedding date?
A: I do only one wedding cake per weekend. Contact me to reserve your wedding date as soon as you have set it, otherwise it may no longer be available.
Q: How do I reserve a date?
A: You may request a reservation by email or phone. However, a non-refundable deposit of 50% is required in order to reserve your date. Your reservation request will be locked in upon receipt of your deposit.
Q: How do I make an appointment for a consultation?
A: Consultations are available for wedding cakes only. You may make an appointment by email or phone.
Q: Is there a fee for a consultation?
A: Yes, the consultation fee is $25 and is payable at the consultation.
Please note that the consultation fee of $25 is non-refundable. It will, however, be applied towards your purchase.
Q: What information do I need to bring with me to the consultation?
A: The date and time for delivery or pick-up
The location of your event and directions (for delivery orders only)
The number of people the cake will need to serve
The cake flavor(s), icing flavor(s), and filling(s)
How it is to be decorated (if any colors need to be matched, samples, such as swatches, napkins, etc. are required)
Any food allergies that need to be taken into consideration (unfortunately, it is not possible to accommodate all food and diet restrictions)
Q: Do I have to pick a cake from your portfolio?
A: Absolutely not! The portfolio is there to display my past work and to inspire you! I will custom design your cake just for you. Of course, if you see a cake in the portfolio that you like and want it duplicated, I can do that, too!
Q: Can you match my colors/dress/invitations/napkins/etc?
A: Yes! You will need to provide swatches/photos/samples for me to get a truly accurate representation. I will make every possible effort to translate your cake dreams into reality and am confident that I can turn out a product that you will be delighted with but please bear in mind that printer inks and couture fashion do not always translate exactly into sugar form, and precise matches are sometimes impossible.
Q: Do you bake the cakes? When do you bake them?
A: I make the cakes myself. Your cake is made just for you. Cakes for large orders may be baked up to a week ahead and frozen in order to retain their freshness. Most cakes, however, are baked two to three days prior to the event.
Q: How long will my cake stay fresh?
A: Unless otherwise specified, your cake will remain fresh without refrigeration for up to 1 week. To keep the cake from drying out after it has be cut, cover the cake with a piece of plastic wrap. If you would like to save your cake longer, you may freeze it (directions for freezing cake).
We are not responsible for the results of consuming an improperly stored cake.
Q: How do I save the top tier of my wedding cake?
A: Freeze the cake for 12-24 hours to preserve decorations. Then wrap the cake itself tightly in plastic wrap and then in aluminum foil. Place the cake back in its box and repeat the wrappings. Your cake will be fine for one whole year*. Twenty-four hours before consumption, remove all wrappings, place cake back in box, wrap once more in plastic, and place it in the refrigerator (condensation from thawing will form on the wrap, not the cake). One to two hours before consumption, allow cake to come to room temperature for maximum enjoyment.
We are not responsible for the results of consuming an improperly stored cake.
*If your freezer stops working or you lose power, get your cake into a working freezer immediately. If the cake has thawed at all, go ahead and eat it nowdo not refreeze it.
Q: Do you rent cake stands?
A: At this time I do not rent out cake stands. Your cake will be on a cake board that is covered in food-safe foil that complements the design of the cake. You must provide your own cake stand.
Q: Do you provide figurine cake toppers and decorative serving sets?
A: No. The only toppers available for purchase are custom-made bow toppers and toppers constructed of fondant.
Q: Will you serve my cake?
A: I may be available to serve your wedding cake for an additional fee. If you are interested in this service, please inquire immediately as availability is extremely limited. This service is not available for non-wedding cakes.
Q: Do you deliver?
A: Yes. Delivery is $20 for any location within a 10 mile radius, 50 cents per mile for every mile thereafter.
If I cannot gain entry to the site at the scheduled time of delivery, the cake will be returned to the bakery and the delivery will become the responsibility of the customer. The delivery fee will not be refunded.
Delivery for receptions held at St. Pauls Episcopal Church is free.
Q: Do you ship?
A: Cake is extremely fragile and as a result, I do not ship.
Q: What is rolled fondant? I love the look but how does it taste?
A: Rolled fondant is a powdered sugar based rolled icing that is extremely versatile: it can be molded, painted, draped, and made to shimmer. We roll it about 1/8 thick and put it over buttercream. You are not giving up any of the taste to have the look. It is sweeter than our buttercream, but actually tastes very good (a little like marshmallow). I use Satin Ice brand fondant for vanilla and Pettinice brand fondant for chocolate. Satin Ice fondant is Kosher Pareve.
Q: What is a dummy cake?
A: A dummy cake is made of styrofoam and is decorated just like a regular cake. A dummy layer can be included in the construction of a multi-tiered cake to provide the look of a larger cake when the number of servings needed results in a cake that is smaller than what you had in mind.
Q: How much are dummy layers?
A: Dummy layers are 80% of the cost of actual cake.
Q: Are you a licensed bakery?
A: No. These products are homemade and not subject to state inspection. However, I uphold the same or more stringent health and safety requirements as the state.
Q: Do you offer any other products, besides cakes?
A: Yes. (hypertext link to) Cookies, (hypertext link to) pies, and (hypertext link to) other dessert items are available. I also make (hypertext link to) diaper cakes.
Looks good but I would dump this one if I were you (assuming selling homebaked goods is illegal in your county/state):
Q: Are you a licensed bakery?
A: No. These products are homemade and not subject to state inspection. However, I uphold the same or more stringent health and safety requirements as the state.
My grandpa once said to me: "If you are going to break the law, you best keep your pilehole shut about it". 
He wasn't the most honest man I ever met, but he sure had a way of getting a point across. 
But seriously, if you are operating illegally, the last thing you want to do is announce it to the world.
I think it all sounds great. PieceofCakeAZ gave some good advice, you just never know who will use that against you!
The minor thing I noticed was you wrote "How big of a cake should I order?" maybe change it to something like "What size cake should I order?". It just sounds a little more professionally worded, thats all. Having said that, its so minor I don't think it would make much difference! 
Looks good but I would dump this one if I were you (assuming selling homebaked goods is illegal in your county/state):
Q: Are you a licensed bakery?
A: No. These products are homemade and not subject to state inspection. However, I uphold the same or more stringent health and safety requirements as the state.
My grandpa once said to me: "If you are going to break the law, you best keep your pilehole shut about it".
He wasn't the most honest man I ever met, but he sure had a way of getting a point across.
But seriously, if you are operating illegally, the last thing you want to do is announce it to the world.
Actually, as long as my profits remain under $10k a year, all I have to do is make sure this phrase "These products are homemade and not subject to state inspection." Is posted clearly on my cake boxes. I actually copied the phrase from the law. But I'll remove it anyway as it might scare away people. (My home is so much cleaner than the grocery store I used to work in. The bakery there had a nest of roaches in the walls of the dish room that multiple visits from the exterminators couldn't get rid of and that bakery consistently got 98 and 99 on its inspections!)
That's a lot of FAQ's. I'd weed out some of them.. If you have a page on yoru site that states your prices and flavors and all that I'd leave that out. Combine the sugar free and allergenic cake questions into one. I'd leave out the discounts one too.. the payment question through the how big of a cake should I order are questions that you should leave out IMHO because this is stuff that you would want to talk to WITH the customer.. you want them to call you right? Minimum ordering info can be on your pricing page rather than in the FAQ too. The how do I make an appointment one can be dropped to.. I think most people will know that one.. , and this is just for starterd. I think while your intentions are good, I think you are over explaining things. You will develop a relationship with your clients.. one that will allow you to help them understand it all. I think you should keep it simple..
.... the payment question through the how big of a cake should I order are questions that you should leave out IMHO because this is stuff that you would want to talk to WITH the customer.. you want them to call you right?.....
Respectfully disagree. I have a HUGE page of FAQ's plus 19 other pages of information and the feedback I get is that brides LUV it! They are thirsting for information. A question that gets them thinking about how big a cake they need is good .... you WANT them to start thinking about that before they call you. The more good research info you have, the more helpful you appear. The more helpful you appear, the more likely they are to call you, because you sound like you know what you're talking about and they want to deal with someone who knows what they're talking about.
This is where (what I consider) a big mistake is being made. A website owner thinks "I'll give them just enough info as a teaser to get them to call me, THEN i'll hook 'em with my sales pitch!" That archaic sales thinking went out when the internet came in.
...... The how do I make an appointment one can be dropped to.. I think most people will know that one..
I think it's good to clarify that you only do consultations for weddings only. There are lots of threads on here from CC'ers who have to deal with mothers who want a sampling for a $50 birthday cake.
.... I think you are over explaining things.
There is no such thing as Too Much Info when dealing with weddings. I luv doing the "I Told You So!" thing to my daughter. She told me my website was too wordy. "We 20-somethings don't read that much, mom, we scan!" So every single time I get feedback from a bride who tells me they called me because of all of the helpful information on my site, I make sure to let her know that!
This is the internet age .... they are surfing the internet looking for information. If they wanted to call you for information, they would be surfing the yellow pages (does anyone actually use that anymore?). When my hubby bought his truck, he did all the info searching via the internet. All the salesman had to do was introduce himself and say, "Sign here". IT was a dun-deal because of the info on the website. Hubby checked other websites ... and the ones that tried to force him to call for add'l info? Well, no phone call was ever made. THEY NEVER GOT THE CHANCE TO TALK TO HIM because he was NOT going to be forced to make a phone call. He bought the truck from the dealership that laid it all out on the website.
http://sugarbeancakes.com/consider.php
Here's mine.
Actually, as long as my profits remain under $10k a year, all I have to do is make sure this phrase "These products are homemade and not subject to state inspection." Is posted clearly on my cake boxes. I actually copied the phrase from the law. But I'll remove it anyway as it might scare away people. (My home is so much cleaner than the grocery store I used to work in. The bakery there had a nest of roaches in the walls of the dish room that multiple visits from the exterminators couldn't get rid of and that bakery consistently got 98 and 99 on its inspections!)
Awesome!! I agree that it may be a good idea to remove it anyway, it sounds like you are legal as far as the state is concerned and that is all you need to worry about.
Best of luck!
I'm glad this thread came up -- lots to think about!! Thanks everyone!
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