What do you do?
You find a set of car keys lying on the floor in the employee breakroom.
What is turn them into the lost and found?
Your cashier partner is running behind and asks if you can cover their register for 5 minutes so they can run to the restroom.
What is say yes and help them cover it?
You are heating up your lunch and notice thick black smoke pouring out of the employee microwave.
What is unplug the microwave (if safe) and tell a manager immediately?
You want to request next Friday off to go to a concert with your friends.
What is submit a written request (or use the work app) to your manager as far in advance as possible.
A customer approaches your area looking totally lost and confused, but they haven't asked you for help yet.
What is smile and ask, "Hi, is there anything I can help you find today?"
Your computer screen or cash register completely freezes up in the middle of checking out a customer.
What is apologize to the customer and ask a nearby coworker or manager for help?
A coworker starts loudly complaining to you about another teammate's work ethic while you are both on the sales floor.
What is decline to join in (or change the subject) and keep focusing on your work?
Your coworker accidentally burns their hand on a hot coffee pot or oven rack in the kitchen.
What is run cool water over the burn and locate the first-aid kit?
You requested a Saturday off weeks ago, but your manager denies it because too many other people are already off that day.
What is ask a coworker directly if they're willing to swap shifts with you?
A customer asks you where the water bottles are, but you are currently busy sweeping the floor.
What is pause your sweeping and tell them which aisle they are in?
Your boss gives you a task to do, but you get distracted and completely forget what they just asked you to do.
What is ask your boss to repeat the task?
You and a partner are closing up, and they are rushing through easy cleaning tasks while leaving you all the heavy scrubbing.
What is suggest splitting the tasks evenly so you both get to go home on time?
A sudden severe storm hits, the power goes out completely, and the store becomes pitch black.
What is stay calm, stay where you are, and wait for the emergency lights and instructions.
Your shift ends at 5:00 PM, but your replacement coworker hasn't shown up yet, and the store is busy.
What is stay at your post and notify your manager that your replacement is missing?
A customer is trying to return an item without a receipt, which goes against store policy, and they are starting to get angry.
What is stay calm, and explain the policy, and offer to call a manager to help them?
It's your first official day after being hired. You show up for your shift, but no one has told you where to find the store's rules on breaks, dress code, or attendance.
What is ask for the handbook and policies?
A coworker who is a close friend of yours regularly clocks in, goes to sit in their car for an hour on their phone, and asks you to lie and say they are "organizing the backroom" if the boss asks.
What is tell your friend that you won't lie for them on the job and advise them to get back to work before they get caught?
A customer pulls you aside, points to a nearby shopper, and whispers that the shopper slipped a knife or a weapon into their jacket pocket.
What is keep your distance and notify your security team and manager?
Your shift starts at 8:00 AM. At 7:55 AM, your car battery dies in your driveway. You know your manager is strict about lateness and has warned you that one more late arrival will result in a write-up.
What is call your manager, tell the truth, explain that you are finding transportation, and will accept the consequences?
An angry customer accuses you of overcharging them, gets in your face, and uses a highly offensive personal insult or slur against you.
What is refuse to engage or yell back, take a step back, and state you are getting a coworker/manager to finish the transaction.
Your manager pulls you aside and asks you to sign a paper stating you received a 30-minute lunch break yesterday, but in reality, you worked straight through your break because the store was understaffed.
What is decline to sign the paper, and explain that you actually worked through your break, and ask how to log those hours correctly so you get paid?
You are paired with a senior team member who is actively bullying and making fun of a new hire. They tell you that if you don't join in on the "jokes," they will start targeting you next.
What is refuse to participate, offer support to the new hire, and report hostile behavior directly to your manager or HR?
An upset customer starts throwing merchandise, screaming, and blocking the main exit of the store, preventing you and other customers from leaving.
What is go to a secure back office, lock the door, and call 911 to report an active threat?
Your manager texts you on your day off asking you to come in to cover a shift in 30 minutes, but you are currently out of town and cannot do it. They text back: "If you can't make it, don't bother coming back for your scheduled shifts next week."
What is text back honestly that you're out of town and can't make it, and report the threat to HR?
A customer buying a cheap item hands you a $100 bill. As you count out their change, they suddenly pull the money back, start changing their mind, and rapidly confuse you about how much cash they handed you, all while a long line of impatient customers watches.
What is pause, keep the customer's cash on the counter in plain view, do not hand over any change, and call a coworker over to verify the transaction?