Customer service
A customer tries to use a coupon that has expired, what should you do?
Explain that you can't accept a coupon like that because of store policy
Your coworker says she was out late last night and asks you to clock her in so that she can sleep in a little. What should you do?
Tell her that you can't do that because it's against the rules
Your favorite pizza place is 20 minutes away from where you work and you only have half an hour for break. You love the pizza but need to be back on time, what should you do?
Even though you love the pizza there is not enough time during your break. You can get it later when you have more time.
You notice someone is standing in an aisle of the grocery store where you work and they look confused. They haven't said anything. What should you do?
Ask them if they need help finding an item
Do OR Dont
You notice someone is about to enter the store right as you are about to close. They ask if you can keep the store open for a few more minutes while they shop.
DONT
You need to tell them to come back later, when the store is open.
You notice that there is a spill that no one has cleaned up, what should you do?
Get the manager, tell maintenance
Your coworker forgot money for lunch. She asks if she can borrow $20 and she will pay you back tomorrow.
Tell them that you can't do that and you are sorry.
Your friend invites you to his big party the day before you start your new job. He says it's important that you're there but you have a responsibility. What should you do?
You should tell him your new job comes first and that you can't attend his party.
A manager is presenting new information that he says is important for you to know. What are some ways you show him that you are paying attention and taking it seriously.
Make good eye contact and pay attention to posture. If it's a lot of information you may want to take notes.
Do OR Don't
Your friend from school comes in and asks if you can give them your employee discount, as a favor.
DON'T
Tell your friend that only employees are allowed to use the discount and that you follow the rules.
A customer is getting increasingly angry and begins using curse words and personally insulting you, what should you do?
Go get a manager
Your co-worker is going to go away for the weekend and asks if you can watch his dog
Tell him you aren't allowed to do this but thanks for asking
You have been waiting for the bus but it is running very late. This happens with public transportation. You know you will be late and there is nothing you can do about it. What is your next move?
You can call your supervisor and tell them that your bus is running late and that you will be there as soon as possible.
An elderly gentleman has been standing around with his arms crossed holding a receipt. He is frowning and looks on the verge of tears. What is he trying to communicate and how should you respond?
This man is upset. You should go up to him and ask him if he needs help.
Do or Don't
Your coworker has a birthday and there is cake in the breakroom. You just started working there and don't know them that well but love cake. Should you have cake?
Do
Yes. If the cake is for everyone taking a piece is more than OK as long as you are not supposed to be working.
A customer wants a certain item but you are out of it, what can you do to help them?
Tell them you can ask a manager when you'll have more or tell them another store where they can get it
You love to give hugs to your friends and family. At work there is a strict policy about physical contact- even if you enjoy giving hugs what should you do?
Follow the rules about personal contact
You work at a grocery store stocking shelves and your friend you haven't seen in a while. You greet them and they start a long story about a movie they just saw. You are their friend but you have a lot of work to do. What should you do?
Tell them you will talk to them after work.
You are in the breakroom and want to have a conversation with 1 of your coworkers, who is reading a book. You try to talk to them but they don't respond and continue reading. What is happening and how should you respond?
Not everyone wants to talk during break time and that is their right. If a person is in the middle of reading something they likely are not interested in having a conversation.
Do's OR Don't
Your uber is running late. Somone you work with offers to give you a ride when their cousin comes to pick them up.
Don't
Even though this person is trying to be helpful you should wait until your ride is there.
You can offer to replace the item and tell him that he can get a refund if he as a receipt
Your coworker has your personal phone number and won't stop texting you at all hours. You feel uncomfortable. What should you do?
You have been told to finish stocking cans of paint by the end of your shift however, there is a young man asking for help finding an item for his sick mother. You want to finish the task but he needs help. What should you do?
Customers should always come first. You can take a quick break to help them get what they need.
You are being interviewed for a job you've wanted for a long time. What are at least 3 examples of nonverbal communication will show you are a serious candidate worth hiring?
Good posture
Eye Contact
Firm Handshake
Projecting your voice
Smiling
Do OR Don't
It's going to be really hot and you want to wear shorts to work. Even though it's not part of the uniform you figure it's no big deal because it's summer and things are probably more laid back.
Don't
You need to always remember to wear the proper uniform. Even if you prefer to wear shorts, you must follow the dress code