Retail Customer Service_Unit Benchmarks
Retail Customer Service Unit Plan (4 Section Products)
Activity Product 2
Find Career
Information on the
Internet: iSEEK
Activity Product 3
*Go Retail! Career
Opportunities Map
worksheet
Activity Product 1
*Scanning for
Information
worksheet
Section Product 1
Career Journal
entry on retail
customer service
Activity Product 4
*Informational
Interview – questions
and answers
Activity Product 5
*Career Pathways
in Retail Customer
Service diagram
Activity Product 1
*Greeting
Customers – list of
appropriate
greetings with
customers
Final Product:
Role play sales
associate interaction
with customer – greet,
ask questions,
describe features,
promote discounts
Section Product 2
Role play of greeting
a customer and
ascertaining needs;
plus evaluation of
classmate
*
Activity Product 6
*Are You Prepared
to Give Quality
Service – selfassessment
Elizabeth Andress – Hubbs Center EL Civics 5/5/2011
Activity Product 2
*Opening Doors
with Open-Ended
Questions –
worksheet
Activity Product 6
* Greeting the
Customer Evaluation
Rubric – criteria
Activity Product 3
* Creating a
Perfect Match –
worksheet
Activity Product 4
* Observing
Customers
worksheet
Activity Product 5
* Mystery Shopper
Activity – written
and verbal report
1
Retail Customer Service_Unit Benchmarks
Retail Customer Service Unit Plan (4 Section Products)
Activity Product 2
* Product Features
– more adjectives
Activity Product 3
*Product Features –
information gap
activity
Activity Product 4
*Open- and CloseEnded Questions
Activity Product 1
*Mental Math
Practice – 50% off,
10% off
Activity Product 1
*Adjective
Grammar Activity
Section Product 3
Accurate
description of
product features in
“What are you
looking for today?”
game
Final Product:
(see above)
Activity Product 2
*It’s On Sale! –
Using Mental Math
and Calculators to
Figure Discounts
Section Product 4
Test on discounts,
savings, sale prices
Activity Product 3
*Shopping at
Troy’s Toys –
online practice of
% discounts and
sale prices
Activity Product 5
*Dialogue –
Helping Customers
Elizabeth Andress – Hubbs Center EL Civics 5/5/2011
2
Retail Customer Service_Unit Benchmarks
Culminating Activity (Unit Product) Description: Role play sales associate interaction with customer – greet, ask questions, describe
features, promote discounts
.
Section Product:
 Learners will
produce…
1. Career Journal entry
on retail customer
service
Reading/Writing Skills
Strategies
Speaking/Listening Skills
Strategies
Grammar:
Basic Literacy:
Numeracy:
Technology:
2. Role play of greeting
a customer and
ascertaining needs; plus
completed evaluation
rubric for classmate
 Create and use rubric for
evaluating performance on
target skills
 Write a report on a shopping
experience
 Use greetings appropriate in  Recognize and use open- 
customer service
ended (vs. yes-no)
questions
 Decide what to say to
customer in various initial
scenarios
3. Accurate description  Read product descriptions to
of product features in
find desired features
“What are you Looking
for Today?” game
 Ask questions about desired  Understand adjectives as 
product features
describing words
 Use adjectives correctly
to describe products
 Scan for key information on  Ask questions in an
 Form yes-no and
 Navigate a website to
flyer and/or web page
informational interview
informational questions find target information
correctly
 Use 1-10 rating scale for self-  Understand responses to
 Watch on-line video,
evaluation of skills
interview questions
using start, stop, rewind,
etc.
 Read career pathways map
 Listen for key information in
a video
Elizabeth Andress – Hubbs Center EL Civics 5/5/2011
3
Section Product:
 Learners will
produce…
4. Test on discounts,
savings, sale prices
Retail Customer Service_Unit Benchmarks
Grammar:
Numeracy:
Basic Literacy:
Technology:
Reading/Writing Skills
Strategies
Speaking/Listening Skills
Strategies
 Read and understand math
story problems
 Speak prices and % discounts 
correctly
 Use “fillers” when needing
time to think before
responding to customer
Elizabeth Andress – Hubbs Center EL Civics 5/5/2011
 Understand % discounts
 Use mental math to
estimate % savings and
sale prices
 Use rounding
 Use calculator to
compute % discounts
 Practice math skills online
4
Retail Customer Service_Unit Benchmarks
Unit Theme: _Retail Customer Service____ ELL Level: _3/4 (intermediate)___________
Culminating Activity Description: Role play sales associate interaction with customer – greet, ask
questions, describe features, promote discounts
Timeline Section Product 1 Benchmarks
Materials
Career Journal
 See above  Go Retail! video (intro; SP1)
entry on retail
 Scanning for Information
customer service
worksheet (1-1)
 Computers (1-1, 1-2)
 Find Career Information on the
Internet: iSEEK worksheets (1-2)
 Go Retail! Career Opportunities
Map* (1-3)
 Go Retail! Career Opportunities
Map worksheet and key (1-3)
 Informational Interview forms (14)
 Career Pathways in Retail
Customer Service diagram and
teacher reference (1-5)
 Are You Prepared to Give Quality
Service* self-assessment (1-6)
 Career Discovery Journal – title
page (stapled to a few pieces of
lined paper) (SP1)
 Unit goals poster (begin) and selfevaluation student checklist (end)
Elizabeth Andress – Hubbs Center EL Civics 5/5/2011
Activity Product 1 Activity Product 2 Activity Product 3
Scanning for
Find Career
Go Retail! Career
Information
Information on the Opportunities Map
worksheet – about Internet: iSEEK – worksheet
Retail Customer
worksheets and
Service training
pair-share
class
Activity Product 4
Informational
Interview –
questions and
answers
Activity Product 5
Career Pathways in
Retail Customer
Service diagram
Activity Product 6
Are You Prepared
to Give Quality
Service – selfassessment
Note: include
questions about
skills required; why
like the job for SP1
Note: optional
extension activity –
do another info
interview with
someone outside of
class
5
Retail Customer Service_Unit Benchmarks
Timeline Section Product 2 Benchmarks
Materials
Activity Product 1 Activity Product 2 Activity Product 3
Role play of
Greeting
Customers – Opening Doors with Creating a Perfect
 see above
 Greeting Customers worksheet
greeting a customer
list of appropriate
Open-Ended
Match – worksheet
(2-1)
and ascertaining
greetings
with
Questions
–
card
sort
on best questions to
 Opening Doors with Openneeds; plus
and worksheet
ask customer to
Ended Questions – card sort customers
completed
ascertain needs
 Opening Doors with Openevaluation rubric
Ended Questions –
for classmate
worksheet*
 Creating a Perfect Match
worksheet* (2-3)
 Observing Customers
matching cards and worksheet
(2-4)
Activity Product 4 Activity Product 5 Activity Product 6
 Mystery Shopper Activity
Observing Customers Mystery Shopper
Performance
report form (2-5)
matching cards and Activity – written and Evaluation: Greeting
 Performance Evaluation:
worksheet
verbal report
a Customer and
Greeting a Customer and
Asking Questions –
Asking Questions – worksheet
decide and write
(2-6, SP2)
criteria
 Customer role play cards
(SP2)
 Customer Service name
badges (SP2)
* Copyrighted material – see Unit Materials: Reference List.
Elizabeth Andress – Hubbs Center EL Civics 5/5/2011
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Retail Customer Service_Unit Benchmarks
Timeline
Section
Benchmarks
Materials
Activity Product 1 Activity Product 2 Activity Product 3
Product 3
Accurate match of  See above
 Adjective Grammar Activity Adjective Grammar Product Features – Product Features –
product
Activity –
More adjectives
information gap
cards (3-1)
descriptions in
recognizing,
activity
 Adjective Grammar Activity
“What are you
generating adjectives
worksheet (3-1)
looking for today?”
 Ad flyers of kitchen
game
appliances (3-1)
 Blank paper (3-1)
 Variety of kitchen appliances
and gadgets – real or large
photos (3-1, 3-4, 3-5)
 Print or online picture
dictionaries of kitchen items
Activity Product 4 Activity Product 5 Activity Product 6
 Product Features – more
Questions about
Dialogue – Helping Writing – picture
adjectives (3-2)
 Product Features – Info gap features – worksheet Customers – find out dialogues (optional /
and team evaluation what they need,
homework)
materials – Partner A and
describe features,
Partner B ads and questions,
make a match
teacher key (3-3)
 Questions about features –
worksheet, team evaluation
form (3-4)
 Dialogue – Helping
Customers – template (3-5)
 Writing – picture dialogues (36)
 What are you looking for
today – PowerPoint slideshow
and worksheet (SP3)
Elizabeth Andress – Hubbs Center EL Civics 5/5/2011
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Retail Customer Service_Unit Benchmarks
Timeline
Section
Product 4
Discounts Test
Benchmarks
 See above
Materials
Activity Product 1 Activity Product 2 Activity Product 3
Mental math
It’s On Sale! – Using Shopping at Troy’s
 Mental math practice: 50%
Toys – online
off; 10% off – worksheet (4-1) practice: 50% off; Mental Math and
10%
off
–
worksheet
Calculators
to
Figure
practice of %
 It’s On Sale worksheet and
Discounts
discounts and sale
key (4-2)
prices
 Shopping at Troy’s Toys
online game – instruction
sheet (4-3)
 Discounts – Test and key
(SP4)
Activity Product 4 Activity Product 5 Activity Product 6
Elizabeth Andress – Hubbs Center EL Civics 5/5/2011
8
Retail Customer Service_Unit Benchmarks
Calendar (21 days)
Day
1
2
3
4
5
6
7
8
9
Section Product
Activity Product
Start-up
10
11
12
13
14
15
16
17
18
19
AP1-1
AP1-2
AP1-3; AP1-4
AP1-4
AP2-1, AP2-2
AP2-3
AP2-4
AP2-5; AP2-6;
SP2
SP2
AP3-1, AP3-2
AP3-3
AP3-4
AP3-5, AP3-6
SP3
AP4-1; AP4-2
AP4-3
SP4
CA
20
AP1-5; AP1-6
21
SP1
Plan
Introduce unit, goals (use goals “poster”); review career pathways concept; show Go Retail! video; discuss
skills required; pair conversation – Do you have any experience in customer service? If so, what? As a
customer, where have you received good customer service? bad customer service? Full group – what is good
customer service?
Scanning for Information – training class info; begin iSEEK (1 job)
Scanning for Information – finish iSEEK (2 more jobs); compare the 2 sales jobs (one entry-level, other higher)
Go Retail! Career map and worksheet; generate questions for guest speaker/info interview
Guest speaker/info interview; debrief after speaker leaves
Greeting customers list; open-ended questions
Creating a perfect match
Observing customers
Assign shopping activity to do outside class, due Day 15; create evaluation rubric for greeting customer;
prepare for the role play
Role play of greeting customer and ascertaining needs; peer evaluation
Adjective activity; Product features – more adjectives
Product features – information gap
Questions about features - teamwork
Students create and demonstrate dialogues; AP3-6 optional homework – look at pictures, write dialogues
“What are you looking for today?” game
Rounding, estimating, mental math; give homework practice
On-line practice with discounts
Test on discounts, savings, sale prices
Role play customer service interaction – greet, ask questions, describe features, promote discounts; peers and
teacher evaluate
Career pathways diagram – connect to where students are now, setting a long-term goal, figuring out next
steps; self-assessment on customer service skills – build vocabulary to understand each item; students selfassess; group activity
Reflect on all experiences in unit; Career journal writing; wrap-up unit; self-evaluation form on unit learning
goals
Elizabeth Andress – Hubbs Center EL Civics 5/5/2011
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