A T&G FRESH START, LLC
RESOURCES
ROLE PLAYING SCENARIOS
Role Play 2-Difficult Customers
Role Play 3-Difficult Customers
Role Play 5-Listening Skills and Store Policy
Role Playing-Solve Problems and Gain Loyal Customers
ACTIVITIES
Change a Selling Feature into a Selling Benefit
50 Customer Service Activities
Understand the Customer 1.2 Fill in the Blanks Teacher's Key
Customer Service Practice Situations
Legal Cases Student Worksheets Teacher's Key
Vocabulary Words/Terms Vocabulary Words/Terms Key
Customer Service Classroom Activities
Math Problems Math Problems Key
ADDITIONAL CLASSROOM MATERIALS
MBAResearch.org-go to this sit and click current List of LAP Modules for names of resource materials you can purchase for a small amount.
Kahoot.It-online question/answer CS challenges
Flashcards-you or your students can create their own flashcards to use to review topics
Jeopardy-Type Game-you or your students can create a jeopardy-type game to review with
Quizlette-NRF-Customer Service Exam Study Guide Flash Cards
https://quizlet.com/218754477/nrf-customer-service-exam-study-guide-flash-cards/
Quizlett-Customer Service Flash Cards
https://quizlet.com/292737349/mera-customer-service-flash-cards/
VIDEOS AND ADDITIONAL POWERPOINTS
Customer Service Video-Johnny, the Bagger
Killer Customer Service Words That Should Not be Used
Top 6 Ways to Get An Angry Customer to Back Down
80/20 Rule (2:23 time)
Getting to Know Your Customers
What are Purchase Order and Invoices
Open-Ended vs. Closed-Ended Questions
Safety-How to Lift Boxes Properly (or click video to right)
Addressing Customer Complaints
T.H.A.N.K.S. Method (Click Title)
WORKBOOK WORKSHEETS #1
(use with Teacher Leader Guide #1)-ANSWER KEYS BELOW
Leader Guides are no longer available; try an internet search
WORKBOOK WORKSHEETS #2
(use with Leader Guide #2)-ANSWER KEYS BELOW
Student Workbook Pages
Student Learning Target (SLT)-Sample 1
Student Learning Target (SLT)-Sample 2
TEXTBOOK INFO
The textbook used to teach the Customer Service class and prepare for the credential is titled Customer Service and Sales. The new books are priced as follows and can be ordered by the Penn Foster administrator in your school district. A proctor CANNOT make the purchase.
Customer Service and Sales-textbook $65.00
Customer Service and Sales-Teacher Guide $265.00
Shipping charges will be added to any order
ORDERING LICENSES/BOOKS
Use the Purchase Tile on your home screen to order licenses and textbooks. If you do not have access to this tile, check with your Administrator for the Penn Foster site in your district.
Video below will show your students in one-minute the proper way
to lift boxes to promote safety at work. After the video, have students demonstrate what they learned.
Video below will show your students in four minutes how
to detect counterfeit money at work.
Video below will show your students in 7 minutes how to conduct themselves in many different industries when doing suggestion selling.