ASM11

StateEvent

CAREERCLUSTER
Marketing
CAREERPATHWAY
MarketingManagement
INSTRUCTIONALAREA
CustomerRelations

AUTOMOTIVESERVICESMARKETINGSERIESEVENT
PARTICIPANTINSTRUCTIONS
PROCEDURES
1. Theeventwillbepresentedtoyouthroughyourreadingoftheseinstructions,includingthe
PerformanceIndicatorsandEventSituation.Youwillhaveupto10minutestoreviewthis
informationtodeterminehowyouwillhandletheroleplaysituationanddemonstratethe
performanceindicatorsofthisevent.Duringthepreparationperiod,youmaymakenotesto
useduringtheroleplaysituation.
2. Youwillhaveupto10minutestoroleplayyoursituationwithajudge(youmayhavemore
thanonejudge).
3. Youwillbeevaluatedonhowwellyoumeettheperformanceindicatorsofthisevent.
4. Turninallyournotesandeventmaterialswhenyouhavecompletedtheroleplay.
PERFORMANCEINDICATORS
1. Explaintheroleofcustomerserviceasacomponentofsellingrelationships.
2. Handlecustomer/clientcomplaints.
3. Interpretbusinesspoliciestocustomers/clients.
4. Demonstrateacustomerservicemindset.

Published2011byDECARelatedMaterials.Copyright2011byDECAInc.Nopartofthispublicationmaybe
reproducedforresalewithoutwrittenpermissionfromthepublisher.PrintedintheUnitedStatesofAmerica.

92
EventXX

5. Reinforceserviceorientationthroughcommunication.

ASM11
StateEvent

EVENTSITUATION
YouaretoassumetheroleofcustomerservicemanageratQUICKOILGARAGE.Youmusttalk
withtheheadofaconstruction crew (judge),apotential newcustomer, regardingcustomer
behaviorinthewaitingareaofthebusiness.
QUICKOILGARAGEisaprivatelyownedbusinesswithawonderfulreputationforqualityand
service.Youhaverecentlybeenpromotedtothecustomerservicemanagerposition.Yourduties
includeassistingcustomersinfindingaproductthatmeetstheirneed,discussingpricingoptions,
andmostimportantly,handlingallcustomercomplaints.
Yourecentlycompletedaworkorderforalargeconstructioncompany.Itisimportantthatthe
workandserviceprovidedbeexceptionalsincethiscompanycanbeamajorsourceofincome
forQUICKOILGARAGE.Thiswasanemergencyorderandseveralmembersoftheconstruction
crewarewaitinginthestoreswaitingareafortheworktobecompleted.
AnotherassociateatQUICKOILGARAGEhascometoyouforassistance.Afamilywhorecently
had their car towed to the shop is also waiting in the customer waiting area. They have
complainedseveraltimesaboutthelanguageandconversationtopicsoftheconstructioncrew
members.Theyhaveaskedthecrewmemberstowatchtheirlanguageandchangethetopicof
conversation,buttheirrequestshavebeenignored.Thefamilyhasnoplacetogoandmustwait
fortheirvehicle.Theconstructioncrewmustalsowaitfortheirordertobecompleted.
Yourjobistohandlethesituationandresolvetheproblem.Youmusttalktotheheadofthe
constructioncrew(judge)aboutthestorespoliciesinthewaitingarea.
Youwillpresentinformationtotheheadoftheconstructioncrew(judge)inaroleplaytotake
placeinyourofficeattheQUICK OIL GARAGE shop. The head of the construction crew (judge)
willbegintheroleplaybygreetingyouandaskingifthereisaproblem.Afteryouhavemade
yourpresentationregardingappropriatebehaviorpolicesinthewaitingareaandhaveanswered
theheadoftheconstructioncrews(judges)questions,theheadoftheconstructioncrew(judge)
willconcludetheroleplaybythankingyouforyourinformation.

ASM11
StateEvent

JUDGESINSTRUCTIONS
DIRECTIONS,PROCEDURESANDJUDGESROLE
In preparation for this event, you should review the following information with your event
managerandotherjudges:
1. Procedures
2. PerformanceIndicators
3. EventSituation
4. JudgeRoleplayCharacterization
Participantsmayconductaslightlydifferenttypeofmeetingand/ordiscussionwithyou
eachtime;however,itisimportantthattheinformationyouprovideandthequestions
youaskbeuniformforeveryparticipant.
5. JudgesEvaluationInstructions
6. JudgesEvaluationForm
Pleaseuseacriticalandconsistenteyeinratingeachparticipant.
JUDGEROLEPLAYCHARACTERIZATION
Youaretoassumetheroleofheadofaconstructioncrewwhoiswaitingwithcrewmembersfor
aworkordertobecompletedat QUICK OIL GARAGE.Youareapotentialnewcustomerfor
QUICKOILGARAGE.Thecustomerservicemanager(participant)musttalkwithyouregarding
customerbehaviorinthewaitingareaofthebusiness.
QUICKOILGARAGEisaprivatelyownedbusinesswithawonderfulreputationforqualityand
service.Thecustomerservicemanager(participant)hasrecentlybeenpromotedtotheposition.
Thecustomerservicemanagers(participants)dutiesincludeassistingcustomersinfindinga
productthatmeetstheirneed,discussingpricingoptions,andmostimportantly,handlingall
customercomplaints.
The customer service manager (participant) has recently completed a work order for your
company,alargeconstructioncompany.Sinceyourcompanycanbeamajorsourceofincome
for QUICK OIL GARAGE, itisimportantthattheworkandserviceprovidedbythegaragebe
exceptional.Thiswasanemergencyorderandseveralmembersoftheconstructioncrewhave
beenwaitingwithyouinthestoreswaitingareafortheworktobecompleted.

ASM11
StateEvent

AnotherassociateatQUICKOILGARAGEhasgonetothecustomerservicemanager(participant)
forassistance.Afamilywhorecentlyhadtheircartowedtotheshopisalsowaitinginthe
customerwaitingareawiththeconstructioncrew.Theyhavecomplainedseveraltimesaboutthe
languageandconversationtopicsoftheconstructioncrewmembers.Theyhaveaskedthecrew
memberstowatchtheirlanguageandchangethetopicofconversation,butsomeofyourcrew
hasignoredtherequests.Thefamilyhasnoplacetogoandmustwaitfortheirvehicle.The
constructioncrewmustalsowaitfortheirordertobecompleted.
Thecustomerservicemanagers(participants)jobistohandlethesituationandresolvethe
problem.Thecustomerservicemanager(participant)musttalktoyouaboutthestorespolicies
inthewaitingarea.
Thecustomerservicemanager(participant)willpresentinformationtoyouinaroleplaytotake
placeinthecustomerservicemanagers(participants)officeattheQUICKOILGARAGE shop.
Youwillbegintheroleplaybygreetingthecustomerservicemanager(participant)andaskingif
there is a problem. During the course of the roleplay you are to ask each participant the
followingquestions:
1. Doyouhaveanycustomerservicepoliciesposted?
2. Isntourbusinessmoreimportantthanthefamilysonetowedcar?
3. Wecanprovideagreatdealofworkforyourbusiness,butwehavetofeelwelcomed.
Whatcanwedotoalleviateanyotherissuesifourcrewhastowaitonorderinthe
future?
Oncethecustomerservicemanager(participant)hascompletedthepresentationandanswered
yourquestions,youaretoconcludetheroleplaybythankingthecustomerservicemanager
(participant)fordiscussion.
Youarenottomakeanyothercomments oncethepresentationisoverexcepttothankthe
participant.

ASM11
StateEvent

JUDGESEVALUATIONINSTRUCTIONS
EvaluationFormInformation
The participants are to be evaluated on their ability to perform the specific performance
indicatorsstatedonthecoversheetofthiseventandrestatedontheJudgesEvaluationForm.
Althoughyoumayseeotherperformance indicators beingdemonstrated bythe participants,
thoselistedinthePerformanceIndicatorssectionarethecriticalonesyouaremeasuringforthis
particularevent.
EvaluationFormInterpretation
Theevaluation levels listedbelow andtheevaluation rating procedures shouldbediscussed
thoroughlywithyoureventchairpersonandtheotherjudgestoensurecompleteandcommon
understandingforjudgingconsistency.
LevelofEvaluation

InterpretationLevel

ExceedsExpectations

Participantdemonstrated theperformanceindicator in
an extremely professional manner; greatly exceeds
business standards; would rank in the top 10% of
business personnel performing this performance
indicator.

MeetsExpectations

Participantdemonstrated theperformanceindicator in
an acceptable and effective manner; meets at least
minimalbusinessstandards;therewouldbenoneedfor
additionalformalizedtrainingatthistime;wouldrank
in the 7089th percentile of business personnel
performingthisperformanceindicator.

BelowExpectations

Participant demonstrated the performance indicator

with limited effectiveness; performance generally fell
below minimalbusinessstandards;additionaltraining
would be required to improve knowledge, attitude
and/or skills; would rank in the 5069 th percentile of
business personnel performing this performance
indicator.

Little/NoValue

Participant demonstrated the performance indicator

withlittleornoeffectiveness;agreatdealofformal
training would be needed immediately; perhaps this
personshouldseekotheremployment;wouldrankin

ASM11
StateEvent

the049th percentileofbusinesspersonnelperforming
thisperformanceindicator.

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SCORESONTHESCANTRONSHEETPROVIDED.

JUDGESEVALUATIONFORM
ASM
STATEEVENT2011

DIDTHEPARTICIPANT:
1.Explaintheroleofcustomerserviceasacomponentofsellingrelationships ?
Little/NoValue
0,1,2,3,4,5
Attemptstoexplaintherole
ofcustomerserviceasa
componentofselling
relationshipswereweakor
inadequate.

BelowExpectations
6,7,8,9,10,11
Adequatelyexplainedthe
roleofcustomerserviceasa
componentofselling
relationships.

MeetsExpectations
12,13,14,15
Effectivelyexplainedthe
roleofcustomerserviceasa
componentofselling
relationships.

ExceedsExpectations
16,17,18
Veryeffectivelyexplainedthe
roleofcustomerserviceasa
componentofselling
relationships.

MeetsExpectations
12,13,14,15
Effectivelyhandled
customer/clientcomplaints.

ExceedsExpectations
16,17,18
Veryeffectivelyhandled
customer/clientcomplaints.

MeetsExpectations
12,13,14,15
Effectivelyinterpreted
businesspoliciesto
customers/clients.

ExceedsExpectations
16,17,18
Veryeffectivelyinterpreted
businesspoliciesto
customers/clients.

MeetsExpectations
12,13,14,15
Effectivelydemonstrateda
customerservicemindset.

ExceedsExpectations
16,17,18
Veryeffectivelydemonstrated
acustomerservicemindset.

2.Handlecustomer/clientcomplaints?
Little/NoValue
0,1,2,3,4,5
Attemptstohandle
customer/clientcomplaints
wereweakorinadequate.

BelowExpectations
6,7,8,9,10,11
Adequatelyhandled
customer/clientcomplaints.

3.Interpretbusinesspoliciestocustomers/clients ?
Little/NoValue
0,1,2,3,4,5
Attemptstointerpret
businesspoliciesto
customers/clientswereweak
orinadequate.

BelowExpectations
6,7,8,9,10,11
Adequatelyinterpreted
businesspoliciesto
customers/clients.

4.Demonstrateacustomerservicemindset ?
Little/NoValue
0,1,2,3,4,5
Attemptstodemonstratea
customerservicemindset
wereweakorinadequate.

BelowExpectations
6,7,8,9,10,11
Adequatelydemonstrateda
customerservicemindset.

5.Reinforceserviceorientationthroughcommunication?
Little/NoValue
0,1,2,3,4,5
Attemptstoreinforceservice
orientationthrough
communicationwereweak
orinadequate.

BelowExpectations
6,7,8,9,10,11
Adequatelyreinforced
serviceorientationthrough
communication.

MeetsExpectations
12,13,14,15
Effectivelyreinforced
serviceorientationthrough
communication.

ExceedsExpectations
16,17,18
Veryeffectivelyreinforced
serviceorientationthrough
communication.

6.Overallimpressionandresponsetothejudgesquestions.
Little/NoValue
0,1
Demonstratedfewskills;
couldnotanswerthejudges

BelowExpectations
2,3,4
Demonstratedlimitedability
tolinksomeskills;answered

MeetsExpectations
5,6,7
Demonstratedthespecified
skills;answeredthejudges

ExceedsExpectations
8,9,10
Demonstratedskillsconfidently
andprofessionally;answered

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SCORESONTHESCANTRONSHEETPROVIDED.

questions.

thejudgesquestions
adequately.

questionseffectively.

JudgesInitials

thejudgesquestionsvery
effectivelyandthoroughly.

TOTALSCORE