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Role Play Scenario 11
You’re working at a local shop to help fund your studies. You are a junior employee operating a cash register, next to your manager. It's a quiet Thursday and you’re helping a customer checkout their items. The customer, when asked to pay, attempts to do so with money that appears counterfeit.
In this role-play you may speak to both the customer and another member of staff at your work.
Excellent Student Approach
2. Open Questions
3. Develop Rapport
4. Address the issues known
5. Identify any additional issues
6. Summary and plan going forward
1,2,3 - First of all, ensure you are polite with the customer. Explain to them that you are a junior and that you just need to check something with a senior colleague.
4 - Wait until an appropriate time to get your manager’s attention, ensuring that the customer cannot overhear. Explain to your manager that you are suspicious that a customer is attempting to pay with counterfeit currency. Ask your manager what store policy is in this situation, and what you should do. Explain that you did not want to make a rash decision, or any premature accusations.
5 - Explain to the manager that you are worried about whether to involve the police, and that you feel you need to seek senior help.
6 - Let your manager explain store policy and what should be done in the situation. As a junior, your role is to flag the situation up, and then learn the correct policy for future. Let your manager speak to the customer and deal with the situation further.