Give learners a chance to practice responding to situations they may encounter on the job. This way, when learners encounter these same situations in real life, they will be more likely to know what to do. 

For example, you may write the following Activity questions:

Imagine you are helping a customer and your mobile phone starts to ring. What do you do? 

or

A customer calls the store and asks if they can put an item on hold. What do you say?

Situational Activities get learners to apply the information, rather than just recall facts.