Cashier and POS Fundamentals Course: Age-restricted sales and escalation

1. Question 1 of 17

   Under the federal Tobacco and Vaping Products Act, when does a seller have a defence for selling to someone under 18?

   • AIf they asked for and saw approved ID and reasonably believed it was real
   • BIf the product was for someone else
   • CIf the buyer said they were over 18
   • DIf the buyer looked over 25
   Show answer

   Answer: A. If they asked for and saw approved ID and reasonably believed it was real

   Section 8(2) gives a defence if the seller asked for and was shown prescribed ID and believed on reasonable grounds it was authentic.

2. Question 2 of 17

   Under the federal Tobacco and Vaping Products Act, where is it banned to furnish tobacco or vaping products to a young person?

   • AOnly after 10 p.m.
   • BOnly inside a convenience store or gas station
   • COnly on school grounds
   • DIn a public place or one the public can enter
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   Answer: D. In a public place or one the public can enter

   Section 8(1) bans furnishing these products to a young person in a public place or a place to which the public has access, such as a store.

3. Question 3 of 17

   According to Health Canada, what is the minimum age to buy cannabis in Alberta?

   • A21
   • B20
   • C18
   • D19
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   Answer: C. 18

   Health Canada lists Alberta's minimum age for cannabis as 18. Most other provinces and territories use 19.

4. Question 4 of 17

   According to Health Canada, what is the minimum age to buy cannabis in most provinces and territories?

   • A18
   • B25
   • C19
   • D21
   Show answer

   Answer: C. 19

   Health Canada lists 19 for most provinces and territories. Alberta is 18 and Quebec is 21.

5. Question 5 of 17

   Who can raise the minimum age for buying cannabis?

   • AEach store owner or franchise
   • BThe cashier on duty
   • CEach city council
   • DEach province and territory
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   Answer: D. Each province and territory

   Health Canada says provinces and territories can add restrictions, including raising the minimum age.

6. Question 6 of 17

   You scan a pack of beer, and the POS asks for the customer's birth date. What should you do?

   • ACheck their ID and enter the date shown on it
   • BAsk the customer to type their own birth date
   • CEnter any old date to clear the prompt
   • DSkip the prompt because the customer looks old enough
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   Answer: A. Check their ID and enter the date shown on it

   The prompt is there to make you check age. Entering a made-up date defeats the check and could lead to an illegal sale.

7. Question 7 of 17

   Today is March 3, 2027. The legal age for a product is 19. The customer's ID shows a birth date of March 4, 2008. Can you sell it?

   • ANo, they are 18 until tomorrow
   • BNo, they are only 17
   • CYes, they turn 19 later this year
   • DYes, they are 19 today
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   Answer: A. No, they are 18 until tomorrow

   Born March 4, 2008, the customer turns 19 on March 4, 2027. On March 3 they are still 18.

8. Question 8 of 17

   Today is June 30, 2027. In Alberta, the customer wants to buy cannabis. Their ID shows a birth date of June 30, 2009. Can you sell it?

   • AYes, but only if a supervisor signs
   • BYes, they turn 18 today
   • CNo, they are only 17
   • DNo, they must wait until tomorrow
   Show answer

   Answer: B. Yes, they turn 18 today

   A person born June 30, 2009 turns 18 on June 30, 2027. Alberta's minimum age for cannabis is 18.

9. Question 9 of 17

   A customer has no ID for a pack of cigarettes, and you must refuse. What is the best way to say it?

   • A"You look too young to be smoking."
   • B"Sorry, I can't sell this without valid ID."
   • C"Come back with an adult."
   • D"I think you're lying about your age."
   Show answer

   Answer: B. "Sorry, I can't sell this without valid ID."

   Keep the refusal short and polite, and point to the rule rather than the person.

10. Question 10 of 17

    What does it mean to escalate a problem at the till?

    • ATo pass it to someone with more authority
    • BTo ignore the problem until your shift ends
    • CTo raise your voice so the customer listens
    • DTo give the customer whatever they want
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    Answer: A. To pass it to someone with more authority

    Escalating means getting the right person involved when a problem is beyond what you can or should decide.

11. Question 11 of 17

    An upset customer is raising their voice about a refund you cannot give. What should you do first?

    • AStay calm, listen and offer a supervisor
    • BRaise your voice to match theirs so they hear
    • CWalk away without saying anything
    • DGive the refund to end the argument
    Show answer

    Answer: A. Stay calm, listen and offer a supervisor

    Calm listening helps lower tension. CCOHS says training should cover how to de-escalate conflict and when to contact security or police.

12. Question 12 of 17

    A customer threatens to hurt you. What comes first?

    • AArguing until they calm down
    • BGrabbing the customer's arm
    • CFinishing the sale so the line keeps moving
    • DYour safety: move away and get help
    Show answer

    Answer: D. Your safety: move away and get help

    Safety comes before the sale. Know when to contact security or police, and call 911 in an emergency.

13. Question 13 of 17

    Why does CCOHS list cashiers among workers at higher risk of workplace violence?

    • AThey wear store uniforms
    • BThey use computers all day
    • CThey handle money
    • DThey stand for long shifts
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    Answer: C. They handle money

    CCOHS lists handling money, valuables or prescription drugs, as cashiers do, as a risk factor for violence.

14. Question 14 of 17

    A customer swore at you, but no one was hurt. Should you report it?

    • ANo, it could get you in trouble
    • BOnly if the customer comes back
    • CYes, all incidents should be reported
    • DNo, only incidents with injuries need a report
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    Answer: C. Yes, all incidents should be reported

    CCOHS says workplace policies should encourage reporting of all incidents, including from witnesses, with no reprisals for good-faith reports.

15. Question 15 of 17

    You see a person leave the store with goods they did not pay for. What should a cashier do?

    • ARun after them and grab the bag before they reach a car
    • BLock the doors with the person inside
    • CDon't chase; tell a supervisor or security
    • DCharge the next customer for the goods
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    Answer: C. Don't chase; tell a supervisor or security

    Chasing or grabbing puts you at risk. Report details such as appearance and direction to the right person.

16. Question 16 of 17

    A customer asks you to lower a price "just this once" without a supervisor's approval. What should you do?

    • ALower it and pay the difference out of your own pocket
    • BLower it, since it is only this one time
    • CLower it, but only by a few dollars at most
    • DSay no politely and call a supervisor if needed
    Show answer

    Answer: D. Say no politely and call a supervisor if needed

    Price changes need the right approval. Escalate the request rather than deciding it yourself.

17. Question 17 of 17

    After an incident at the till, when should you write down what happened?

    • AOnly if police ask you to
    • BAfter talking it over with your co-workers first
    • CAt the end of the week
    • DAs soon as it is safe, with facts only
    Show answer

    Answer: D. As soon as it is safe, with facts only

    Notes made soon after, with facts only, are the most accurate. Follow your store's incident report process.

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