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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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.