Retail Customer Service Course: Accessible customer service

1. Pergunta 1 de 16

   You think a customer with a disability may need help reaching a product. What is the best first step?

   • AAsk how you can help
   • BAsk their companion what they need
   • CAsk what their disability is
   • DStart helping without asking
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   Resposta: A. Ask how you can help

   Ask, don't assume. Do not ask about a person's diagnosis.

2. Pergunta 2 de 16

   A customer shops with a support worker who carries her bags. When you explain the delivery options, who should you speak to?

   • AThe customer
   • BThe support worker first, then the customer if there is time
   • CWhoever asks first
   • DThe support worker, since she carries the bags
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   Resposta: A. The customer

   Speak directly to the customer, not to their companion, support person or interpreter.

3. Pergunta 3 de 16

   Under Ontario's customer service standard, which four principles must accessible service policies be based on?

   • AAccess, budget, comfort and design
   • BDignity, independence, integration and equal opportunity
   • CCourtesy, honesty, loyalty and respect for store property
   • DSpeed, safety, savings and service
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   Resposta: B. Dignity, independence, integration and equal opportunity

   Ontario says policies must be based on dignity, independence, integration and equal opportunity.

4. Pergunta 4 de 16

   An Ontario store hires a part-time stock clerk who rarely talks to customers. Does the clerk need accessible customer service training?

   • AOnly if they work more than 30 hours a week in the store
   • BNo; only cashiers need it
   • CYes; all members of the organization must be trained
   • DNo; only managers need it
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   Resposta: C. Yes; all members of the organization must be trained

   Ontario requires organizations to train all their members on accessible customer service.

5. Pergunta 5 de 16

   A gift shop in Winnipeg has two employees. Does Manitoba's Accessibility Standard for Customer Service apply to it?

   • AOnly if the shop also sells online
   • BNo; it covers only government offices
   • CYes; it covers organizations with at least one employee
   • DNo; only businesses with 20 or more employees must follow it
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   Resposta: C. Yes; it covers organizations with at least one employee

   Manitoba's customer service standard applies to all organizations with at least one employee, including businesses.

6. Pergunta 6 de 16

   In Ontario, which businesses must have written accessible customer service policies available on request?

   • AEvery business with at least 1 employee
   • BOnly public sector organizations
   • COnly businesses with 100 or more employees
   • DBusinesses with 50 or more employees
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   Resposta: D. Businesses with 50 or more employees

   Businesses and non-profits with 50 or more employees must document their policies and make them available on request.

7. Pergunta 7 de 16

   A customer who is blind asks for help getting to the checkout. How should you guide them?

   • AMove their cane in the right direction
   • BWalk ahead and call out directions
   • CHold their arm firmly and steer them through the aisles
   • DOffer your elbow or shoulder and walk at a normal pace
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   Resposta: D. Offer your elbow or shoulder and walk at a normal pace

   Let the person take your elbow or shoulder, walk at a normal pace, and mention steps or obstacles.

8. Pergunta 8 de 16

   A customer who is hard of hearing is at a noisy till. What can help?

   • ASpeak to the person behind them
   • BCover your mouth to block the noise
   • CFace them, move somewhere quieter and offer to write
   • DSpeak to them loudly and stretch out each word slowly
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   Resposta: C. Face them, move somewhere quieter and offer to write

   Face the customer, speak at a normal pace without shouting, move to a quieter spot and offer writing or typing.

9. Pergunta 9 de 16

   A customer has a speech disability and takes time to get words out. What should you do?

   • AHand them over to a coworker
   • BWait patiently and let them finish
   • CFinish their sentences to save time
   • DInsist that they write everything
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   Resposta: B. Wait patiently and let them finish

   Be patient and do not interrupt or finish their sentences. Repeat back what you heard or ask yes-or-no questions.

10. Pergunta 10 de 16

    A customer leans her cane against the counter while she pays. A coworker wants to move it to make space. What should happen?

    • AAsk the customer first and keep it in her reach
    • BLean it against the wall by the door
    • CMove it behind the counter where it will be safe from damage
    • DHand it to the next customer to hold
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    Resposta: A. Ask the customer first and keep it in her reach

    Assistive devices are part of a person's personal space. Ask before touching them and keep them within reach.

11. Pergunta 11 de 16

    Under Ontario's customer service standard, which of these shows that an animal is a service animal?

    • AIts owner has a city pet licence
    • BIt sits quietly by the door
    • CIt wears a vest or harness that marks it as one
    • DIt is a breed, such as a Labrador, often used as a guide dog
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    Resposta: C. It wears a vest or harness that marks it as one

    In Ontario, an animal is a service animal if it is easy to identify as one, such as by a harness or vest, or if the person provides documentation from a regulated health professional.

12. Pergunta 12 de 16

    Following Manitoba's guidance, if you are not sure an animal is a service animal, what may you ask?

    • ATo see the dog's vaccination records and city licence
    • BWhether it is trained for a disability-related need
    • CWhat the person's disability is
    • DWhether the dog has a city licence
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    Resposta: B. Whether it is trained for a disability-related need

    Ask only whether the animal is trained to help with a disability-related need. Never ask about the disability itself.

13. Pergunta 13 de 16

    Why should you not pet or talk to a service dog that is working?

    • AIt will make the dog leave the store
    • BThe dog may think it is mealtime
    • CService dogs are often aggressive
    • DIt can distract the dog from its job
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    Resposta: D. It can distract the dog from its job

    A working animal needs to focus. Petting or talking to it can distract it.

14. Pergunta 14 de 16

    A service dog is barking and jumping on other shoppers, and the handler cannot control it. What does Manitoba's guidance allow?

    • AYou may charge a cleaning fee
    • BYou may ask the handler to leave
    • CYou must ignore it completely
    • DYou may lead the dog outside yourself
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    Resposta: B. You may ask the handler to leave

    Handlers must keep their animals under control. Manitoba's guidance says you may ask them to leave only if they cannot control the animal.

15. Pergunta 15 de 16

    Under Ontario's customer service standard, what is missing from this notice?

    Notice posted on the accessible washroom door of an Ontario store:

    "The accessible washroom is closed. Sorry for any inconvenience."

    • AThe reason, how long it will last and any alternatives
    • BThe name of the repair company
    • CThe cost of the repairs
    • DThe store owner's personal phone number and home address
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    Resposta: A. The reason, how long it will last and any alternatives

    In Ontario, a notice of a temporary disruption must give the reason, how long it will last, and a description of any alternatives.

16. Pergunta 16 de 16

    An Ontario store holds a ticketed workshop. For safety reasons, it requires one customer to bring a support person. What about the support person's admission fee?

    • AThe support person pays half price
    • BThe store must waive it
    • CIt depends on the support person's age
    • DThe customer must pay it in advance
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    Resposta: B. The store must waive it

    Ontario says organizations must waive the admission fee for a support person they require for health or safety reasons.

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