CSS 3.3 & 3.4 Knowledge Check

Even if your company's return policy restricts what you can do for the customer, you should:

• Agree with him that the product is defective and should be replaced, but tell him that the store won't let you do anything about it
• Do what the customer asks; management will have to support your decision
• Consider alternatives, such as offering a discount coupon or a free sample
• Tell him he should consider shopping at a competitor

Three customers enter a store together. A sales associate saw them earlier in the week but none of them made a purchase. The sales associate would like to ensure that they are not shoplifting. Which of the following is the best approach for the sales associate to take in this situation?

• Kindly ask them to leave the store
• Contact a supervisor or loss prevention while avoiding direct contact with the customers
• Immediately call the police and keep an eye on them while they are in the store
• Greet them and offer to help them find what they are looking for

Which of the following is the specific term that describes an injury caused by an item falling off a shelf and hitting a person?

• Accidental injury
• Negligence
• Struck-by injury
• Struck against injury

If you see a spill of food or liquid on the sales floor, what’s the first thing you should do?

• Call for a custodian or maintenance person to clean it up
• Find a mop or broom and clean it up yourself
• Find out who was responsible for causing the spill
• Stand near or over the spill to direct traffic away from it until it can be cleaned up

Which of the following is a proper lifting technique?

• Lift close to your body
• Keep your feet close together
• Lift with your back
• If you're straining bend your knees

Which agency or law protects employees who report unlawful or unsafe practices?

• Whistleblower Protection Act
• Americans with Disabilities Act
• Family Medical Leave Act
• Unsafe Practices Act

Which agency protects employees against hazards in the workplace?

• ADA
• OSHA
• FMLA
• FDIC

A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must

• Secure the area and report the situation to management
• Do a temporary cleanup as best he/she can
• Call the custodian for assistance
• Nothing; maintenance will clean it up

A hardware store has this sign displayed at its entrance. "You break it, you bought it" One day, an associate sees a child bump into a shelf of industrial strength cleaners. A bottle falls off the shelf and breaks. Its contents spill on the floor. The child runs to a parent in the next aisle, who doesn't seem to notice what happened. Which of these should be the associate's FIRST response?

• Approach the child and ask open-ended questions.
• Direct customers and employees away from the area.
• Calmly clean the spill according to the directions on one of the bottles still on the shelf.
• Let the parent know about the damage and tactfully ask for payment according to the policy

Checklist to Prepare for State Inspection - The sink for washing hands must be clean and close by. - Employees must not have any open cuts or sores on hands. - Equipment must be disinfected. - Garbage must be kept in covered containers. - All cleaning products must be properly labeled. - The refrigerator and freezer must be at the right temperature. The owner of a deli tells an employee that a state health inspector will be visiting that day. The owner asks the employee to help prepare for the inspection. The owner writes out a list of the regulations that the health inspector will check. To help the deli pass inspection, the employee must make sure that:

• Every work space is warm or cool enough.
• Employees keep their hair covered.
• Food waste is in a can with a lid.
• The items in the display window are fresh.