A T&G FRESH START, LLC
RESOURCES
ROLE PLAYING SCENARIOS
​Role Play 1-Angry Customers
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
NRF Customer Service Exam Study Guide
NRF Business of Retail Certification Exam
Business of Retail *Study Guide* Quizlett
Business of Retail Screening Test (Part 1) Quizlett
Retail Screening Test *Reinforcement (Part I) Quizlett
Retail Screening Test (Part 2) Quizlett
The Business of Retail: Operations and Profit Ch. 3 Quizlett
Chapter 4: The Retail Profit Model Quizlett
NRF Retail Industry Fundamentals Exam Flash Cards
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
Quiziz-a Customer Service review of the material can be found at https://quizizz.com/admin/quiz/63f8c5bb913fda001ea70cf0?source=quiz_share
Quizlett-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
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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
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Student Workbook Pages
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Student Learning Target (SLT)-Sample 1
Student Learning Target (SLT)-Sample 2
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​TEXTBOOK INFO
The textbook used to teach the Customer Service class and prepare for the credential is titled Customer Service and Sales.
The textbook used to teach Business of Retail and prepare for the credential is called Business of Retail: Operations and Profit.
The new books are priced as follows and can ONLY be ordered by the administrator in your school district for RiseUp. A proctor CANNOT make the purchase.
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Customer Service and Sales-textbook $65.00
Customer Service and Sales-Teacher Guide $265.00
Busines of Retail-textbook is $65.00
Business of Retail-Teacher Guide $265.00
Shipping charges will be added to any order
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Chapter 5-Finding a Job/Building a Career
PERSONALITY QUIZ (click to start)
This is a fun quiz different from the typical career quizzes out there. The quiz provides career pathways that you may not have considered. The questions may sound weird, but you should answer each question by picking what you would do to answer each question. What happens is the answers will eventually provide you with a list of the kinds of jobs that meet your personality. Matching your future job to your personality will likely make you a happier worker.
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CAREER PROJECT (click to start)
Use this free career aptitude test to analyze your interests and personality and find out potential career fields that match. To be a happy worker for the rest of your life, you should have a job that meets your interests and your personality. Read each statement, then choose whether you are “Very Interested,” “Interested,” “Slightly Interested,” or “Not Interested.” After you finish all 60 questions, click on Access Free Results, type your name where it is requested, copy your Unique Code, then click the link for your career interest test results. You’ll see the career area which matches your interests with a Interest Level percentage. The higher the percentage, the closer this area is to what type of job you should choose. You’ll be given several areas of interest. Just remember the higher the percentage of interest, the better that area of interest is for you.
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CAREER ROADTRIP (click to start)
Roadtrip Nation offers this tool to help you explore your interests and begin your unique career journey. Click on any of the 25 careers. On the next screen, choose one of the topics. Now, you’ll see a full list of career interest topics to explore career choices. You may need to click “See More” at the bottom of the screen if the list is continued on another page. Click any of these topics to learn about average salary, projected future growth, what people in that job do, what a typical day is like, what the responsibilities are, what education you will need, etc.
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.