1999 DECA-Ontario Provincials QSRM - Event 2

An Association of Marketing Students

OCCUPATIONAL CATEGORY Quick Service Restaurant Management Series

INSTRUCTIONAL AREA Basic and Social Skills

PARTICIPANT INSTRUCTIONS 1. The event will be presented to you through your reading of the Competencies Evaluated and Event Situation. You will have up to 10 minutes to review this information to determine how you will handle the role-play situation and demonstrate the competencies of this event. During the preparation period, you may make notes to use during the role-play situation. 2. You will give an ID label to your adult assistant during the preparation time. 3. You will have up to 10 minutes to role-play your situation with a judge. 4. You will be evaluated on how well you meet the competencies of this event. 5. Turn in all your notes and event materials when you have completed the role-play.

COMPETENCIES EVALUATED 1. Handle customer/client complaints. 2. Interpret business policies to customers/clients. 3. Demonstrate initiative. 4. Show empathy for others.

1999 DECA-Ontario Provincials QSRM - Event 2

5. Maintain a positive attitude. EVENT SITUATION You are to assume the role of counter worker at BAGEL BUDDY. You are to help a customer (judge) who is upset that a slicing fee was added to an order.
BAGEL BUDDYs

policy states that a customer who orders more than a half dozen bagels must pay an additional 25 cents per order to have them sliced. Customers ordering more than two dozen may call the order in a day early and the bagels will be sliced for free. The policy is in effect to speed the lines during peak hours. Slicing takes additional time and slows the service for everyone in line. Most of the sales during peak morning hours are for four bagels or less. The customer (judge) is a regular patron who has never purchased more than four bagels before today. However, the customer (judge) is in charge of a breakfast snack for a business meeting and today wanted a dozen sliced bagels and two containers of cream cheese. Loyal to the company, the customer (judge) came to BAGEL BUDDY. When the customer (judge) is ready to pay, he/she realizes that a slicing fee of 25 cents was added. The customer (judge) does not want to pay because the slicing policy is not posted anywhere. The line is backing up quickly, and your manager is tied up with a long distance phone call about a missing delivery order. The role-play will take place at the bagel counter and will begin with the customer (judge) telling you that the policy needs to be posted before a fee is charged. Once you have assisted the customer, the role-play will conclude with the customer (judge) thanking you for your help.

1999 DECA-Ontario Provincials QSRM - Event 2

JUDGES INSTRUCTIONS

DIRECTIONS, PROCEDURES AND JUDGES ROLE In preparation for this event, you should review the following information with your event manager and other judges: 1. Competencies Evaluated 2. Participant Instructions 3. Judge Role-Play Characterization Participants may conduct a slightly different type of meeting and/or discussion with you each time; however, it is important that the information you provide and the questions you ask be uniform for every participant. 4. Evaluation Form Please use a critical and consistent eye in rating each participant.

JUDGE ROLE-PLAY CHARACTERIZATION You are to assume the role of long-time customer at BAGEL BUDDY. You are upset that a slicing fee was added to your order and you speak to the cashier (participant) about the policy. The cashier (participant) should explain that BAGEL BUDDYs policy states that a customer who orders more than a half dozen bagels must pay an additional 25 cents per order to have them sliced. Orders larger than two dozen may call the order in a day early and the bagels will be sliced for free. The policy is in effect to speed the lines during peak hours. Slicing takes additional time and slows the service for everyone in line. Most of the sales during peak morning hours are for four bagels or less. You are a regular patron who has never purchased more than four bagels before today. However, you are in charge of a breakfast snack for a business meeting today and wanted a dozen sliced bagels and two containers of cream cheese. Loyal to the company, you chose BAGEL BUDDY. When you are ready to pay, you realize a slicing fee of 25 cents was added. You don't feel this is right because the slicing policy is not posted anywhere. The line is backing up quickly, you are in a hurry and the manager is tied up with a long distance phone call about a missing delivery order. The role-play will take place at the bagel counter and will begin with you telling the cashier (participant) that the policy needs to be posted before a fee is charged. During the course of the role-play you are to ask the following questions of each participant:

1999 DECA-Ontario Provincials QSRM - Event 2 1. I am a loyal customer. Why is this extra fee charged today? 2. Why isn't this policy posted? 3. What is the difference between three people ordering four bagels and having them sliced and me ordering a dozen? Once the cashier (participant) has assisted you and has answered your questions, you may conclude the role-play by thanking the cashier (participant) for his/her help. You are not to make any comments after the event is over except to thank the participant.

1999 DECA-Ontario Provincials QSRM - Event 2

JUDGES INSTRUCTIONS
Evaluation Form Information The participants are to be evaluated on their ability to perform the specific competencies stated on the cover sheet of this event and restated on the Judges Evaluation Form. Although you may see other competencies being demonstrated by the participants, those listed in the Competencies Evaluated section are the critical ones you are measuring for this particular event. Please note that the Judges Evaluation Form has a starred number in the ranking for each evaluation item. This starred number represents a minimum competency level that an employee in your industry should attain so that additional formalized training would not be required immediately. Evaluation Form Interpretation The evaluation levels listed below and the evaluation rating procedures should be discussed thoroughly with your event chairperson and the other judges to ensure complete and common understanding for judging consistency.

Level of Evaluation

Interpretation Level Participant demonstrated the competency with little or no effectiveness; a great deal of formal training would be needed immediately; perhaps this person should seek other employment; would rank in the 0-49th percentile.

Poor

DO NOT WRITE ON THIS PAGE. RECORD ALL SCORES ON THE SCANTRON SHEET PROVIDED.

JUDGES EVALUATION FORM

1999 QSRM Event 2

DID THE PARTICIPANT: 1. Handle customer/client complaints?

POOR FAIR GOOD EXCELLENT

2. Interpret business policies to customers/clients?

POOR FAIR GOOD EXCELLENT

FAIR POOR

GOOD

EXCELLENT

FAIR POOR

GOOD

EXCELLENT

FAIR POOR

GOOD

EXCELLENT

FAIR POOR

GOOD

EXCELLENT

Judges Initials

TOTAL SCORE

*Starred numbers indicate the minimum level that should be considered in keeping an employee without additional formalized training.