Question: You are working to finish an assigned task in order to meet your shift goal when a coworker urgently asks you for help with something you know a lot about.

Answer: Most: Stop working on your task and help your coworker.

Least: Explain to your coworker that you can’t help because you have to finish what you’re working on to meet your shift goal.

Question: A customer/member tries to use a coupon that is only good for full priced items to purchase an item that is on sale. She becomes confused when you explain that she can’t use the coupon.

Answer: Most: apologize for the confusion and explain that the coupon only applies to full-priced items.

Least: Find your supervisor and ask if he can approve the discount.

Question: Your shift’s productivity is slow because one person is not pulling his share. The rest of the team is getting upset.

Answer: Most: Ask your struggling coworker if there is anything you can do to help because he seems slower today.

Least: Tell the struggling coworker to work faster because he is holding the team back.

Question: A customer/member is looking for a particular brand of cold medicine and can’t find it in the health and wellness area. He approaches you for help.

Answer: Most: explain where he can find the medicine. Offer to walk him there if he would like some help.

Least: Show him to the aisle with the medicine and let him know he can save some money by purchasing a brand that is on sale.

Question: Your newest coworker is not as productive as other members of your team. you and your coworkers have to work harder to make up for this.

Answer: most: Give her advice and tips for how to get things done correctly and efficiently.

Least: talk to your supervisor about the situation. Suggest that this might not be the best role for your coworker.

Question: During a busy time at the bakery counter, a loyal customer/member stops you to chat. As he’s talking, you notice a customer/member nearby that needs help.

Answer: Most: Apologize and tell him you see another customer/member that needs your help.

Least: In order to keep him happy, allow him to continue his story until he is finished.

Question: A coworker did not clean his work area before going home. This could cause an accident, so you quickly clean up. The next day you see the coworker. What would you most and least likely do?

Answer: Most: Tell him he should be more careful because his work area could have resulted in an accident.

Least: let him know you cleaned up and that he owes you a favor.

Question: Your shift’s productivity is slow because one person is not pulling his share. The rest of the team is getting upset. What would you most likely do?

Answer: Most: Let her know you have a similar, less expensive phone in stock. Ask if she would like to learn more about it.

Least: Apologize and let her know that your store usually has a large stock and will have the phone available again very soon.

Question: Your new team is working hard, but they are all less experienced than you and don’t complete their tasks as quickly.

Answer: Most: remind your coworkers of performance expectations and that they need to be working harder to complete tasks.

Least: Give your coworkers time to figure out how to do the task. They likely just need more practice with what they’ve already learned.