LESSON 5: Real World Scenarios

Scenario 1: Verbal Aggression

A customer raises their voice after being refused entry.

Correct Action

Stay calm
Do not raise your voice
Repeat the decision

Scenario 2: Personal Space

A customer steps closer and becomes intimidating.

Correct Action

Maintain distance
Stay composed
Be ready to call for support

Scenario 3: Group Pressure

A group argues your decision.

Correct Action

Stay consistent
Do not change your decision
Remain calm

Scenario 4: Escalating Situation

Customer becomes more aggressive.

Correct Action

Call for backup
Do not handle alone
Follow procedure