Your CASPer Exam Preparation Partner
Below you'll find a couple prompts and my sample responses. At the bottom of the page, you can find other resources that I used when studying myself!
Prompt #1: You work at the register of a sandwich shop. A customer enters and says that she came into the shop 2 days ago and ordered a sandwich and fries, but she never received the fries. She demands either a refund or a free plate of fries. How do you handle this situation?
CASPer Mentor Response: First, I would apologize to the customer for the inconveniece, and I would thank her for bringing the issue to our attention. The first priority should be to determine if I can give this customer what she is asking for. I would first gather more information to determine if there is proof that she did indeed purchase the meal. If she has a receipt, then I would check to see if she had ordered the sandwich and fries. If she does not have a receipt, then I would check in the store's online system to see if there was a record of her being there. I would find out this information by speaking to the customer in a private setting, and asking her to provide more information in a non-confrontational, non-judgmental, non-accusatory way. I would ensure to nod and show that I am actively listening to her, and I would ensure that she has told me everything she is comfortable with before I continue speaking. This is a difficult situation because as an employee, I want to make sure my customers are happy. However, I want to make sure that this customer is being truthful, and if so I want to make sure that I handle this situation in line with my store's rules. I would gather information on the shop's refund policies, and if there aren't any in place for a refund, I would speak to my manager about what could possibly be done. If there is a strict no refund policy, then I would seek out alternative ways to potentially help the customer. Perhaps my shop would allow a voucher or gift card in place of a refund for the missing fries. I would want to make sure that my solution leaves the customer as satisfied as possible, without compromising the integrity of the store's policies.
Prompt #2: You are getting lunch with a friend, Tom, who is complaining to you about his roommate Greg. While Tom and Greg are very close friends they have very different living styles. Tom is very neat: he likes everything put away, laundry done promptly, and no dirty dishes in the sink. Greg is the opposite: he will often leave dishes in the sink for days, leave the dryer full of his clothes, and dump his belongings on their communal table without every moving them. Tom wants to confront Greg and tell him he needs to change, but he wants your advice first. What do you tell Tom?
CASPer Mentor Response #2: First, I would tell Tom that I understand why he is upset at his situation: it can be difficult to handle roommate situations when there are clashing lifestyles. I would tell him that his feelings are valid, and that I am happy to help. The first priority is the provide Tom with some guidance on how to handle the situation. I would advise him to gather more information on the situation. by speaking with Greg directly. I would tell him to ask to speak with Greg in a private setting. I would tell Tom to ask Greg to provide more information in a non-confrontational, non-judgmental, non-accusatory way. Tom could ask questions such as, "Do you know that your actions upset me? Is there anything that I do that makes you upset?" I would tell Tom to make his feelings clear to Greg, and give Greg the opportunity to defend himself and his actions. Once he gathers more information, a plan to fix the situation can be put in place. If Greg is apologetic and willing to become more neat, then Tom and Greg can work towards living together harmoniously by meeting each other's needs. If Greg is more defensive and doesn't want to completely alter his lifestyle, then Tom and Greg could come up with a compromise. For example, perhaps the two of them could have designated days where one person does all the dishes in the sink, and the other person does all the laundry. That way, no one is tasked with unfairly cleaning up someone else's mess, because they are cleaning up together.
Resources I Used to Prepare for the CASPer:
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