Resume Writing
What is the purpose of keywords in a resume?
To match the job description and pass ATS filters
What’s one way to personalize your cover letter?
Mention the company name and why you’re interested
What does Apple’s A-P-P-L-E acronym stand for?
Approach, Probe, Present, Listen, End well
What percentage of a first impression is based on visual cues?
55%
Give one example of a soft skill useful in customer service.
Adaptability, communication, empathy
Why should you avoid tables, columns, or PDFs when submitting a resume?
Some ATS systems can't read them
What tone should you aim for in your cover letter?
Professional but authentic
What does Disney call its staff to promote a service-focused mindset?
Cast Members
True or False: The customer is always right.
False
True or False: Career journeys are always linear
False
Name one resume format ideal for career switchers or first-time job seekers.
Functional resume
What’s the purpose of a cover letter?
To tell a story and explain your interest and fit for the job
What is Starbucks' customer service strategy based on?
Personalization & Micro-Moments
What is one way to communicate with clarity?
Using simple, clear, and accurate language.
In a team conflict, which soft skill helps reduce tension?
Self-awareness or communication.
(bonus points if the team mentions both)
What section lists your leadership roles, volunteer work, or community projects?
Projects / Community Involvement
What three parts should a cover letter contain?
Introduction, Body (Value Statement), Conclusion
What is one way JetBlue recovers from service mistakes while keeping customers satisfied?
Responding with empathy and finding solutions instead of making excuses
What does active listening involve?
Giving full attention to understand the speaker’s message
What is the #1 soft skill employers value, according to Hays Guide?
Teamwork
Give one example of a 'power verb' you can use on a resume.
Examples: designed, delivered, managed, assisted
(points for any active verb).
What should you NOT do in a cover letter?
Copy and paste your resume
How does Trader Joe’s create memorable customer interactions using personality?
Staff are encouraged to be themselves, use humor, and bring good energy to every shift
What are three non-verbal elements that influence first impressions.
Body language, eye contact, facial expression
What activity helps you reflect on working in groups and solving challenges?
Lost at Sea exercise