Chapter 15 - Role Play.doc

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RFSM-06 State Event

An Association of Marketing Students ®

OCCUPATIONAL CATEGORY Restaurant and Food Service Management Series

INSTRUCTIONAL AREA Selling

PARTICIPANT INSTRUCTIONS

PROCEDURES

1. The event will be presented to you through your reading of these instructions, including the Performance Indicators 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 performance indicators 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 (you may have more than one judge).

4. You will be evaluated on how well you meet the performance indicators of this event.

5. Turn in all your notes and event materials when you have completed the role-play.

PERFORMANCE INDICATORS

1. Determine customer needs.

2. Identify features and benefits of menu items..

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-92 Event XX 3. Recommend specific product.

4. Calculate cost to customers.

5. Demonstrate suggestion selling.

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RFSM-06 State Event

EVENT SITUATION

You are to assume the role of assistant manager for BAYOU BARBEQUE, a full-service barbeque

restaurant. You are to assist a last-minute customer (judge) with arrangements for a small dinner.

A customer you have seen many times in the restaurant (judge) has approached you and explains that he/she is in a very precarious position. The customer (judge) was responsible for organizing a small awards dinner for tomorrow night, but forgot to make the arrangements. In desperation, the customer has come to you for assistance.

You have a small banquet room available that will comfortably accommodate 20 people; the customer needs seating for 25 people. The banquet was to start at 6:00 p.m., but the room will not be ready until 6:30 p.m. Review the attached menu with the customer.

Banquet Menu

1. Pork Rib Dinner . . . $8.95 2. Beef Rib Dinner . . . $9.95 3. Beef Brisket Dinner . . . $6.95 4. Barbeque Chicken . . . $6.45

All dinners include French fries or baked potato, baked beans, dinner salad and choice of beverage.

If you come to terms with the customer, fill out the attached sales planning sheet, determine the deposit needed and close the sale.

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Sales Planning Sheet

Name of Group__________________________ Booked By________________

Address________________________________ Phone_______________

Date of Event____________________________ Time_____________

Number of Guests_________

Menu Items Selected:

Pricing Information:

Dinner Price $________ Other items $________ Gratuity @15% $________ Tax @ 8.25% $________ Total Price: $________

Less 20% minimum to hold $________

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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. Performance Indicators

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 customer of BAYOU BARBEQUE, a full-service barbeque restaurant.

The assistant manager of the restaurant (participant) will assist you with arrangements for a small dinner.

You have eaten at BAYOU BARBEQUE many times and you like this restaurant. Today you have

approached the assistant manager (participant) and explained that you are in a very precarious position. You were responsible for organizing a small awards dinner for tomorrow night, but you forgot to make the arrangements. In desperation, you have come to the assistant manager (participant) for help.

BAYOU BARBEQUE has a small banquet room available that will comfortably accommodate 20

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Banquet Menu

1. Pork Rib Dinner . . . $8.95 2. Beef Rib Dinner . . . $9.95 3. Beef Brisket Dinner . . . $6.95 4. Barbeque Chicken . . . $6.45

All dinners include French fries or baked potato, baked beans, dinner salad and choice of beverage.

If you agree about terms with the assistant manager (participant), he/she will fill out the attached sales planning sheet, determine the deposit needed and close the sale.

The assistant manager (participant) will interact with you in a role-play to take place in the manager’s office. You will begin the role-play by greeting the assistant manager (participant), explaining your situation and asking for help.

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

1. Why is a gratuity automatically added to a bill?

2. Why are banquet menu prices higher than regular menu prices?

3. When you are managing a set-menu banquet like this, how do you respond to guests who request dessert?

After you have worked with the assistant manager (participant), you will end the role-play by thanking the assistant manager (participant) for his/her help.

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RFSM-06 State Event

JUDGE’S EVALUATION INSTRUCTIONS

Evaluation Form Information

The participants are to be evaluated on their ability to perform the specific performance indicators stated on the cover sheet of this event and restated on the Judge’s Evaluation Form. Although you may see other performance indicators being demonstrated by the participants, those listed in the Performance Indicators section are the critical ones you are measuring for this particular event.

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

Exceeds Expectations Participant demonstrated the performance indicator in an extremely professional manner; greatly exceeds business standards; would rank in the top 10% of business personnel performing this performance indicator.

Meets Expectations Participant demonstrated the performance indicator 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 performance indicator.

Below Expectations Participant demonstrated the performance indicator 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 performance indicator.

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Little/No Value Participant demonstrated the performance indicator 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 of business personnel performing}

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DONOTWRITEONTHISPAGE. RECORDALL SCORESONTHESCANTRONSHEETPROVIDED.

JUDGE’S EVALUATION FORM

RFSM-06

State Event DID THE PARTICIPANT:

1. Determine customer needs?

Little/No Value Below Expectations Meets Expectations Exceeds Expectations

0, 2 4, 6, 8 10, 12, 14 16, 18

Attempts at determining customer needs were inappropriate or weak.

Adequately determined

customer needs. Effectively determined customer needs. Very effectively determined customer needs.

2. Identify features and benefits of menu items?

0, 2 4, 6, 8 10, 12, 14 16, 18

Attempts at identifying features and benefits of menu items were incomplete or weak.

Adequately identified features and benefits of menu items.

Effectively identified features and benefits of menu items.

Very effectively identified features and benefits of menu items.

3. Recommend specific product?

0, 2 4, 6, 8 10, 12, 14 16, 18

Attempts at recommending specific product were weak or inadequate.

Adequately recommended

specific product. Effectively recommended specific product. Very effectively recommendedspecific product.

4. Calculate cost to customers?

0, 2 4, 6, 8 10, 12, 14 16, 18

Attempts at calculating cost to customers were

inadequate or incorrect.

Adequately calculated cost

to customers. Effectively calculated cost tocustomers. Very accurately calculated costto customers.

5. Demonstrate suggestion selling?

0, 2 4, 6, 8 10, 12, 14 16, 18

Attempts at demonstrating suggestions selling were weak or incomplete.

Adequately demonstrated

suggestion selling. Effectively demonstrated suggestion selling. Very effectively demonstrated suggestion selling.

6. Overall impression and response to the judge’s questions:

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DONOTWRITEONTHISPAGE. RECORDALL SCORESONTHESCANTRONSHEETPROVIDED.

0, 1 2, 3, 4 5, 6, 7 8, 9, 10

Demonstrated few skills; could not answer the judge’s questions.

Demonstrated limited ability to link skills; answered the judge’s questions

adequately.

Demonstrated the specified skills; answered the judge’s questions effectively.

Demonstrated skills confidently and professionally; answered the judge’s questions very

effectively and thoroughly.

Judge’s Initials TOTAL SCORE