Patience
Joyce Meyer said that “Patience is not the ability to wait, but the ability to keep a good _________ while waiting.”
A. Attitude
B. Tonality
C. Posture
Answer: Attitude
Bonus: How do spell Hilary's last name?
The letter W in the term WOOP Model stands for what step?
A. Wish
B. Want
C. Wait
D. Work
Answer: Wish
Bonus: How do you say "how are you" in Spanish?
Being able to manage a personal/social life at the same time as your professional life is called _______ - _______ balance.
A. Even-Odd balance
B. Personal-Social balance
C. Work-Life balance
D. Management-Time balance
Answer: Work-Life balance
SCENARIO: A customer walks into your store, what would you say to them?
Please write your answer on the white board.
Answer: Answers will vary.
Possible examples: "Good morning/afternoon"; "Hello, how may I help you?"; "Welcome to [store's name]"; etc.
To which US state would we need to travel to see the Statue of Liberty?
A. Mississippi
B. Louisiana
C. New York
D. Delaware
Answer: New York
Bonus: How many states are in the United States?
Why is patience important?
A. Reduces stress
B. Improves relationships
C. Better decision making and critical thinking skills
D. Allows for better focus on goals
E. All of the above
Answer: All of the above
Bonus: What is Abbey's dog's name?
FILL IN THE BLANK: A budget is a calculation of how much _________ you spend for living expenses, fees, things you need, and things you want.
Answer: Money
Bonus: How many legs does a spider have?
Practice positive self-talk: Turn this statement into a more positive one. “This is too hard, I can’t do it.”
Answer: Answer may vary. Some examples include:
This is challenging but I can do it.
This is new but I can handle it.
Name one thing you can do as a worker to provide customer service.
Answer: Answers will vary.
Possible answers: eye contact, answer questions, helping/supporting customers, leading customers to find an item, help with customers returning an item, provide information, smiling, staying positive, etc.
Who was the first president of the United States of America?
A. Jorge Washington
B. George Washington
C. Alexander Hamilton
D. Barack Obama
Answer: George Washington
Bonus: Who won the Presidential Election in 2020?
If you order pizza over the phone and the person on the other line says, "It will take 20 minutes for delivery," what is the correct response?
A. Say, "Thank you," and wait calmly for the pizza to arrive
B. Say, "Can you make it faster," and stay on the phone until they tell you when it is on its way.
C. Hang up on the person and pace around the room angrily.
Answer: Say, "Thank you," and wait calmly for the pizza to arrive
Bonus: What is the first letter of David's last name?
FILL IN THE BLANK: A goal you wish to accomplish in the near future (an hour, a day, a week, or a few months) is called a ________- term goal.
Answer: A goal you wish to accomplish in the near future (an hour, a day, a week, or a few months) is called a SHORT - term goal.
Bonus: What time does lunch start?
All of these are emergency stress stoppers except…
A. Deep Breaths
B. Ignore the stress
C. Go for a walk
D. Count to 10
Answer: Ignore the stress
SCENARIO: A customer approaches you and asks where an item is. What should you do or say?
Please write your answer on the white board.
Answer: Answers will vary.
Possible answers: guide/lead the customer to the item; say "follow me!", "right this way", "I can walk with you to the item", etc.
In what city was the Declaration of Independence signed?
A. Washington, DC
B. New York City
C. Miami
D. Philadelphia
Answer: Philadelphia
Bonus: What is the capital of Virginia?
Suppose you are stuck in traffic on your way to work. The traffic jam may delay your arrival time by 10-15 minutes. What should you do?
A. Honk continuously at the cars in front to get them to move faster
B. Call your boss and tell them you will be late and wait calmly for the traffic to move forward
C. Get of off the car and walk to work
Answer: Call your boss and tell them you will be late and wait calmly for the traffic to move forward
Bonus: What time do we start the daily warmup?
Specific, Measurable, Attainable, Realistic, and Timely are characteristics of what kind of goal?
A. Long-term goal
B. Business goal
C. SMART goal
D. Career goal
Answer: SMART goal
Bonus: What color is Hilary's car?
Give an example of stress at work.
Answers may vary. Examples: getting to work on time, lots of tasks, limited time
SCENARIO: An angry customer approaches you and they are yelling. What can you do to help you overcome this situation?
Hint: think of stress management techniques
Answer: Answers will vary.
Possible answers: counting to 10 in your head, taking deep breaths, think of a happy/calm place, remain positive, ask for help if needed, etc.
Which famous American is on the $1 bill?
A. George Washington
B. Thomas Jefferson
C. Abraham Lincoln
D. George W. Bush
Answer: George Washington
Bonus: What city is the first PIERS Program located in?
Name two activities designed to help you practice patience.
Answers may vary: Puzzles, cooking, reading a difficult book, playing a card game where people take turns, meditation/yoga, gardening, crosswords, board games, etc.
Bonus: What is 4 x 4?
Suppose you have a monthly income of $1,500. You have to pay your rent which is $800 and your monthly fees which are $300. How much money would you have left over to pay for your wants and needs?
A. $1,500
B. $1,000
C. $800
D. $400
Answer: $400
Bonus: What sport does Hilary coach?
True or False: Stress can cause physical symptoms like headaches, upset stomach, and fatigue.
Answer: True!
SCENARIO: A customer wants to return a broken laptop. The customer is upset and says, "why does your store sell broken products?"
How would you respond?
Answer: Answers will vary.
If you feel comfortable handling this situation, you could say something like "I am very sorry this happened to you and let me come up with a solution to fix this issue".
If you don't feel comfortable you should ask for help and respond, "Please give me one minute to get my manager so they can help you".
Who is given credit for the invention of the light bulb?
A. Dwayne "The Rock" Johnson
B. Taylor Swift
C. Thomas Jefferson
D. Thomas Edison
Answer: Thomas Edison
Bonus: Draw a picture of 1 penny, 1 quarter, and 1 nickel and write how much money they are for each one