Retail Customer Service Course: Difficult situations, safety and escalation

1. Pergunta 1 de 17

   According to CCOHS, which of these is a form of workplace violence?

   • AA customer politely disagreeing
   • BA customer asking for a refund
   • CA customer firmly asking to speak to a manager
   • DA customer threatening to hurt a cashier
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   Resposta: D. A customer threatening to hurt a cashier

   CCOHS includes verbal or written threats of harm in its description of workplace violence.

2. Pergunta 2 de 17

   Which of these does CCOHS list as a risk factor for workplace violence?

   • ASelling clothing
   • BWorking on weekdays
   • CWearing a uniform
   • DHandling money
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   Resposta: D. Handling money

   CCOHS lists handling money, working with the public and working alone among the risk factors, and names retail employees as a higher-risk group.

3. Pergunta 3 de 17

   Which group of signs together suggests a customer may be getting close to violence?

   • AAsking several detailed questions about price and colour
   • BClenched fists, pacing and fast, shallow breathing
   • CSmiling, nodding and taking notes
   • DChecking their phone and yawning
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   Resposta: B. Clenched fists, pacing and fast, shallow breathing

   CCOHS lists clenched fists, pacing and shallow, rapid breathing among the body-language warning signs. Look for several signs together.

4. Pergunta 4 de 17

   What does CCOHS advise about how you speak to an upset person?

   • ASpeak quickly to end the talk sooner
   • BSpeak slowly and simply; don't say "calm down"
   • CRaise your voice to match theirs so they hear you
   • DUse technical words to sound in charge
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   Resposta: B. Speak slowly and simply; don't say "calm down"

   CCOHS suggests staying calm, speaking slowly and simply at a suitable volume, and avoiding telling the person to calm down.

5. Pergunta 5 de 17

   About how much personal space does CCOHS suggest keeping during a tense conversation?

   • AAbout 10 centimetres
   • BAbout five metres
   • CNo space is needed
   • DAbout one metre
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   Resposta: D. About one metre

   CCOHS suggests keeping about one metre of personal space and standing at an angle.

6. Pergunta 6 de 17

   An angry customer has several complaints at once. What can help?

   • ABreak the problem into smaller steps
   • BAgree to everything they ask for
   • CTell them to come back tomorrow
   • DSolve none of them until they calm down
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   Resposta: A. Break the problem into smaller steps

   CCOHS suggests breaking problems into smaller steps and offering choices.

7. Pergunta 7 de 17

   A threatening customer says, "Give me a refund and I'll leave." What does CCOHS advise?

   • AArgue until they back down
   • BPromise a bigger refund later
   • CGive the refund right away to end the situation quickly
   • DDo not bargain with a threatening person
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   Resposta: D. Do not bargain with a threatening person

   CCOHS advises not to bargain with a threatening person or make promises you cannot keep. Get help instead.

8. Pergunta 8 de 17

   Which situation is a reason to escalate to a supervisor?

   • AA customer wants a shopping bag
   • BA customer asks for a gift receipt with their purchase
   • CA customer asks where the washroom is
   • DA customer wants an exception to the return policy
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   Resposta: D. A customer wants an exception to the return policy

   Escalate when the fix is outside your authority, such as a policy exception or a refund above your limit.

9. Pergunta 9 de 17

   You are handing a complaint over to your supervisor. What helps the customer most?

   • AA short, neutral summary so they need not repeat it
   • BTelling the supervisor that the customer is being difficult
   • CLeaving so the supervisor can start fresh
   • DAsking the customer to explain it all again
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   Resposta: A. A short, neutral summary so they need not repeat it

   A brief, factual summary saves the customer from repeating the story and keeps the handover respectful.

10. Pergunta 10 de 17

    A customer keeps shouting insults after you have explained the policy twice. What should you do first?

    • AFirmly and politely say abuse is not accepted
    • BKeep explaining the policy until they understand it
    • CGive them whatever they want
    • DShout back so they will listen
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    Resposta: A. Firmly and politely say abuse is not accepted

    CCOHS advises interrupting firmly and politely, stating that abuse won't be accepted, and saying you will end the conversation if needed.

11. Pergunta 11 de 17

    You asked an abusive customer to leave, and they refused. What should you do next?

    • ABlock the door until they agree to leave the store
    • BTake their phone so they calm down
    • CKeep serving them as normal
    • DStep away and tell your manager or supervisor
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    Resposta: D. Step away and tell your manager or supervisor

    If the person refuses to leave, withdraw and notify your manager or supervisor. Do not go back if they may become physical.

12. Pergunta 12 de 17

    Two customers start shoving each other in the checkout line. You have no training in breaking up fights. What should you do?

    • AKeep back, get help and ask others to move away
    • BGrab the one who started it
    • CKeep scanning items for others as if nothing is happening
    • DStep between them to separate them
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    Resposta: A. Keep back, get help and ask others to move away

    Your safety comes first. CCOHS advises not to intervene if you could be injured or lack training; get help and ask bystanders to step back.

13. Pergunta 13 de 17

    During an argument, a customer grabs a metal bar from a display and waves it around. What should staff do?

    • ATry to take the bar away from them before they use it
    • BFinish the sale quickly
    • CAsk them to put it back first
    • DMove away and call police right away
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    Resposta: D. Move away and call police right away

    CCOHS says to call police immediately if weapons are involved, including everyday objects used as weapons.

14. Pergunta 14 de 17

    Your store uses a code word to call for help without alarming anyone. When should you use it?

    • AWhenever a customer asks for a refund or exchange
    • BOnly at the end of your shift
    • COnly after someone has been hurt
    • DWhen you feel threatened by a customer
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    Resposta: D. When you feel threatened by a customer

    If you feel threatened, CCOHS suggests using a silent alarm or pre-arranged code word if one is available.

15. Pergunta 15 de 17

    A customer walks out with a jacket they did not pay for. What is the right approach for retail staff?

    • AGrab the jacket from their hands
    • BChase them into the parking lot to get the jacket back
    • CFollow store policy and don't put yourself in danger
    • DLock the doors to trap them inside
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    Resposta: C. Follow store policy and don't put yourself in danger

    Retail staff are not security guards. Your safety comes first, so follow your store's theft policy and never risk injury over merchandise.

16. Pergunta 16 de 17

    Which step helps reduce risk when working late in a store?

    • AKeep it brightly lit with windows clear of signs
    • BCover the windows for privacy
    • CKeep extra cash in the till
    • DWork alone so that fewer people are at risk at night
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    Resposta: A. Keep it brightly lit with windows clear of signs

    CCOHS advises bright lighting, clear sightlines, little cash on hand and avoiding working alone.

17. Pergunta 17 de 17

    A customer threatened you earlier, and the situation is now over. What should you do?

    • AFile an incident report following your workplace policy
    • BPost about it on social media
    • CSay nothing to avoid trouble
    • DWait and see if it happens again before telling anyone
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    Resposta: A. File an incident report following your workplace policy

    CCOHS says to file an incident report under your workplace violence and harassment policy. Good policies promise no reprisals for good-faith reports.

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