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Event XX

An Association of Marketing Students®

OCCUPATIONAL CATEGORY

Quick Serve Restaurant Management Series

INSTRUCTIONAL AREA

Basic and Social Skills

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2000 DECA-Ontario Provincials

QSRM – Event 1

COMPETENCIES EVALUATED

  1. Maintain a positive attitude.
  1. Demonstrate initiative.
  1. Show empathy for others.
  1. Handle difficult customers.
  1. Handle customer/client complaints.

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2000 DECA-Ontario Provincials

QSRM – Event 1

PARTICIPANT INSTRUCTIONS

PROCEDURES

1. The event will be presented to you through your reading of these instructions, including 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.

EVENT SITUATION

You are to assume the role of crew chief for cluckers, a fried chicken quick-serve restaurant. You will settle a dispute between one of your cashiers and an upset customer.

cluckers is a fried chicken restaurant located in a downtown business area. cluckers is highly dependent on its lunch business for the majority of its sales and is always very busy at lunch. Your menu is typical for a fast food chicken establishment—chicken tenders, chicken pot pies and of course, the specialty, Southern fried chicken made with a secret batter. You also provide a wide selection of side orders, drinks and desserts.

Your job as front crew chief includes several areas: training and supervising the cashiers, providing change for the cash drawers, counting all the cash drawers at the end of shifts, stocking the front line supplies (cups, trays, etc.), maintaining the cleanliness of the front line area and assisting the cashiers when there is a rush, especially at lunch.

A customer (judge) who has returned to see you is accusing one of your cashiers of shortchanging him/her earlier during the lunch rush. The customer (judge) had picked up a large order that had been placed by phone. The price quoted was $44.75. The customer believes he/she gave the cashier three twenties, but now thinks he/she only got change for $50.00. The customer (judge) didn’t notice the error until later when handing change back to co-workers. Apparently, the customer (judge) was picking up straws, napkins and eating utensils as the change was being counted. The new customer wants the rest of the change.

When the customer (judge) returned to the restaurant he/she first spoke to the cashier that originally waited on him/her. The cashier insisted that the correct change was given, and would not give in to the customer (judge). It was after this exchange that the customer (judge) asked to speak with you as the supervisor. The customer (judge) is complaining about one of your best cashiers who always ranks at the top in accuracy among your crew members. This is the first customer complaint against this particular cashier, but the customer (judge) is convinced that a mistake was made.

You are to meet with the customer (judge) at the counter in cluckers to discuss what happened and come to some solution to the problem. The role-play will begin with the customer (judge) asking you to give him/her the rest of the change. The customer (judge) will conclude the role-play by thanking you for taking the time to deal with the situation.


JUDGE’S INSTRUCTIONS

DIRECTIONS, PROCEDURES AND JUDGE’S ROLE

In preparation for this event, you should review the following information with your event manager and other judges:

1. Procedures

2. Competencies Evaluated

3. Event Situation

4. 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.

5. Judge’s Evaluation Instructions

6. Judge’s Evaluation Form

Please use a critical and consistent eye in rating each participant.

JUDGE ROLE-PLAY CHARACTERIZATION

You are to assume the role of upset customer at cluckers, a fried chicken quick-serve restaurant. You will approach the crew chief (participant) and ask him/her to settle a dispute between you and a cashier.

cluckers is a fried chicken restaurant located in a downtown business area. cluckers is highly dependent on its lunch business for the majority of its sales and is always very busy at lunch. Their menu is typical for a fast food chicken establishment—chicken tenders, chicken pot pies and of course, the specialty, Southern fried chicken made with a secret batter. They also provide a wide selection of side orders, drinks and desserts.

You will be dealing with the front crew chief at the restaurant (participant). The job of front crew chief (participant) includes several areas: training and supervising the cashiers, providing change for the cash drawers, counting all the cash drawers at the end of shifts, stocking the front line supplies (cups, trays, etc.), maintaining the cleanliness of the front line area and assisting the cashiers when there is a rush, especially at lunch.

You have returned to the restaurant after making a pickup earlier, and you are accusing one of the cashiers of shortchanging you during the lunch rush. You picked up a large order that had been placed by phone. The price quoted was $44.75. You believe you gave the cashier three twenties, and now you think you only got change for $50.00. You didn’t notice the error until you returned to the office and were handing change back to co-workers. You had been picking up straws, napkins and eating utensils as the change was being counted. Now you want the rest of the change.

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2000 DECA-Ontario Provincials

QSRM – Event 1

When you returned to the restaurant you first spoke to the cashier that originally waited on you. The cashier insisted that the correct change was given, and would not give in to your demands for the extra money. It was after this exchange that you asked to speak with a supervisor (participant). You do not know that you are complaining about one of the crew chief’s (participant’s) best cashiers, who always ranks at the top in accuracy among the crew members. This is the first customer complaint against this particular cashier, but you are convinced that you are right.

You will meet with the crew chief (participant) at the counter in cluckers to discuss what happened and ask for the correct change. The role-play will begin when you ask the crew chief (participant) to give you the rest of the change.

During the course of the role-play, you are to ask the following questions of each participant:

  1. Are you going to give me my money back or are you going to side with the cashier because you work together?
  1. What kind of training do you provide your cashiers?
  1. If you don’t give me my money back, can you afford to lose our business?

Once the crew chief (participant) has offered a solution and has answered your questions, you may conclude the role-play by thanking the crew chief (participant) for taking the time to help you.

You are not to make any comments after the event is over except to thank the participant.

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2000 DECA-Ontario Provincials

QSRM – Event 1

JUDGE’S EVALUATION 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 Judge’s 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 Judge’s 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
Excellent / Participant demonstrated the competency in an extremely professional manner; greatly exceeds business standards; would rank in the top 10% of business personnel performing this competency.
Good / Participant demonstrated the competency in an acceptable and effective manner; meets at least minimal business standards; there would be no need for additional formalized training at this time; would rank in the 70-89th percentile of business personnel performing this competency.
Fair / Participant demonstrated the competency with limited effectiveness; performance generally fell below minimal business standards; additional training would be required to improve knowledge, attitude and/or skills; would rank in the 50-69th percentile of business personnel performing this competency.
Poor / 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.

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2000 DECA-Ontario Provincials

QSRM – Event 1

JUDGE’S EVALUATION FORM

2000 QSRM

Event 1

DID THE PARTICIPANT:

1. Maintain a positive attitude?
POOR / FAIR / GOOD / EXCELLENT
0, 2 / 4, 6, 8 / *10, 12, 14 / 16, 18
Attempts at maintaining a positive attitude were ineffective or weak. / Adequately maintained a positive attitude with the customer. / Effectively maintained a positive attitude with the customer. / Very effectively and
professionally maintained a
positive attitude with the
customer.
2. Demonstrate initiative?
POOR / FAIR / GOOD / EXCELLENT
0, 2 / 4, 6, 8 / *10, 12, 14 / 16, 18
Attempts at demonstrating initiative were ineffective
or weak. / Adequately demonstrated initiative. / Effectively demonstrated initiative. / Very effectively and clearly demonstrated initiative.
3. Show empathy for others?
POOR / FAIR / GOOD / EXCELLENT
0, 2 / 4, 6, 8 / *10, 12, 14 / 16, 18
Attempts at showing empathy for others were ineffective or weak. / Adequately showed empathy for others. / Effectively showed empathy for others. / Very effectively and clearly
showed empathy for others.
4. Handle difficult customers?
POOR / FAIR / GOOD / EXCELLENT
0, 2 / 4, 6, 8 / *10, 12, 14 / 16, 18
Attempts to handle difficult customer were ineffective or inadequate. / Adequately handled difficult customer. / Effectively handled difficult customer. / Very effectively and professionally handled difficult customer.
5. Handle customer/client complaints?
POOR / FAIR / GOOD / EXCELLENT
0, 2 / 4, 6, 8 / *10, 12, 14 / 16, 18
Attempts at handling the customer’s complaints were weak or ineffective. / Adequately handled the customer’s complaints. / Effectively handled the customer’s complaints. / Very effectively and professionally handled the customer’s
complaints.
6. Overall impression of the participant’s skills and performance?
POOR / FAIR / GOOD / EXCELLENT
0, 1 / 2, 3, 4 / *5, 6, 7 / 8, 9, 10
Demonstrated few skills with little or no effectiveness. / Demonstrated limited ability to link some skills effectively. / Effectively demonstrated specified skills. / Demonstrated skills in a confident, articulate and integrated manner that meets the highest professional business standards.

Judge’s Initials TOTAL SCORE

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

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