MS Exploring Customer Service
Exploring Customer Service challenges members to think quickly and respond effectively to a customer-related scenario. Through a role play format, members demonstrate problem-solving, communication, and interpersonal skills in a real-world customer service setting.
Event Overview
Division: Middle School
Event Type: Individual
Event Category: Role Play
Event Elements: Objective Test (50 multiple choice questions) and an Interactive Presentation (on the state level)
Objective Test Time: 30 minutes
Role Play:
· Preparation Time: 15 minutes (a one-minute warning will be provided)
· Presentation: 5 minutes (a one-minute warning will be provided)
· Question & Answer (Q&A): None
Career Cluster Framework Connection: Management & Entrepreneurship
NACE Competency Alignment: Career & Self-Development, Communication, Critical Thinking, Equity & Inclusion, Leadership, Professionalism, Teamwork, Technology
Equipment Provided by Competitors: Sharpened Pencil, Conference-provided nametag, Attire that meets the Florida FBLA Dress Code
Equipment Provided by FBLA: Table, two notecards for each competitor (Presentation)
Objective Test Competencies
· Fostering Positive Relationships
· Emotional Intelligence
· Conflict Resolution
· Delivering on a Brand Promise
· Customer Relationship Management
· Sales Processes and Techniques
Test questions are based on the knowledge areas and objectives outlined for this event. Detailed objectives can be found in the study guide included in these guidelines.
District
Check with your District Leader for district-specific competition information and deadlines.
State
Eligibility
· FBLA membership dues are paid by 11:59 pm Eastern Time on December 1 of the current school year.
· Members may compete in an event at the State Leadership Conference (SLC) more than once if they have not previously placed in the top ten of that event at the National Leadership Conference (NLC). If a member places in the top ten of an event at NLC, they are no longer eligible to compete in that event.
· Members must be registered for the SLC and pay the state conference registration fee in order to participate in competitive events.
· Members must stay within the official FBLA housing block at the official FBLA hotel in order to compete.
· Each district may be represented by participant(s) based on the Florida FBLA scaled quota system found on the Florida FBLA website.
· Each competitor can only compete in one individual/team event and one chapter event (Annual Activities, Community Service Project).
· Only competitors are allowed to plan, research, and set up their presentation.
· Each competitor must compete in all parts of an event for award eligibility.
· Competitors must participate in each level to be eligible for an award.
· If competitors are late for an objective test, they may be disqualified or permitted to begin late with no extension of the time as scheduled.
· If competitors are late for a presentation time, they may be disqualified or placed later in the schedule. The decision is solely up to the judges.
· Participants must adhere to the Florida FBLA dress code established by the Florida Board of Directors or they will not be permitted to participate in the competitive event.
Recognition
· The number of competitors will determine the number of winners. The maximum number of winners for each competitive event is 5.
Event Administration
· This event has two parts: Objective Test and Final Interactive Role Play
· Objective Test
o The objective test is administered at the SLC.
o No reference or study materials may be brought to the testing site.
o No calculators may be brought into the testing site; calculators will be provided.
· Final Presentation Information
o Preparation Time: 15 minutes (one-minute warning)
o Presentation Time: 5 minutes (one-minute warning)
o Question & Answer : None
o The five highest scoring individuals will move to the final presentation round.
o Competitors will be provided with a single copy of a customer service-related scenario or problem at the beginning of their assigned preparation time. This copy may only be accessed with the designated preparation area.
o Each competitor will receive two notecards for use during preparation and presentation. Information may be written on both sides. Notecards will be collected after the role play.
o No technology, reference materials, visuals, or props may be used.
o Judges may ask questions during the presentation as part of the interactive role play format.
o To maintain fairness, competitors and audience members must not discuss or share the role play scenario until the event concludes
Scoring
· The objective test scores will be used to determine the 5 finalists.
· Winners will be determined by the final presentation scores.
· All judging decisions are final. Results announced at the State Leadership Conference are considered official and will not be changed after the conclusion of the State Leadership Conference.
Americans with Disabilities Act (ADA)
· FBLA complies with the Americans with Disabilities Act (ADA) by providing reasonable accommodations for competitors. Accommodation requests must be submitted through the conference registration system by the official registration deadline. All requests will be reviewed, and additional documentation may be required to determine eligibility and appropriate support.
Recording of Presentations
· No unauthorized audio or video recording devices will be allowed in any competitive event.
· Competitors in the events should be aware FBLA reserves the right to record any presentation for use in study or training materials.
Electronics
· Unless approved as part of a documented accommodation, all cell phones, watches, electronic devices, and headphones must be turned off and stored away before the competition begins. Visible devices during the event will be considered a violation of the FBLA Honor Code.
Penalty Points
· Competitors may be disqualified if they violate the Competitive Event Guidelines or the Honor Code.
National
If you are competing on the national level, be sure to see National guidelines at https://www.fbla.org/divisions/fbla-middle-level/competitive-events/
Objective Test Study Guide: Competencies and Tasks
This study guide shows the skills and knowledge you’ll be tested on for this event. Objectives followed by a two-letter, three-digit code in parentheses are based on the National Business Administration Standards from MBA Research and Curriculum Center. Some objectives also reference MBA Research's Learning Activity Packages (LAPs)—resources with readings, activities, and assessments to help you learn. For more information, visit MBAResearch.org/FBLA.
Fostering Positive Relationships (no more than 30 test items)
1. Explain the nature of positive customer relations (CR:003, LAP-CR-003) (CS)
2. Demonstrate a customer service mindset (CR:004, LAP-CR-004) (CS)
3. Develop rapport with customers (CR:029) (CS)
4. Reinforce service orientation through communication (CR:005) (CS)
5. Respond to customer inquiries (CR:006) (CS)
6. Interpret business policies to customers/clients (CR:007) (CS)
7. Adapt communication to the cultural and social differences among clients (CR:019) (CS)
8. Anticipate unspoken customer needs (CR:053) (CS)
9. Accommodate special needs/specific requests of customers (CR:054) (CS)
10. Build and maintain relationships with customers (CR:030) (SP)
Emotional Intelligence (no more than 15 test items)
1. Build trust in relationships (EI:128, LAP-EI-128) (CS)
2. Show empathy for others (EI:030, LAP-EI-030) (PQ)
3. Foster open, honest communication (EI:129, LAP-EI-129) (SP)
4. Treat others with dignity and respect (EI:136, LAP-EI-036) (PQ)
Conflict Resolution (no more than 10 test items)
1. Use conflict-resolution skills (EI:015, LAP-EI-915) (CS)
2. Handle difficult customers (CR:009, LAP-CR-009) (CS)
3. Handle customer/client complaints (CR:010, LAP-CR-010) (CS)
4. Determine strategies for resolving customer-service situations (CR:046) (SP)
Delivering on a Brand Promise (no more than 15 test items)
1. Identify company's brand promise (CR:001, LAP-CR-001) (CS)
2. Determine ways of reinforcing the company's image through employee performance (CR:002) (CS)
3. Explain the importance of meeting and exceeding customer/guest expectations (CR:067) (CS)
4. Identify factors associated with positive customer experiences (CR:052) (CS)
5. Deliver positive moments of truth (CR:055) (CS)
Customer Relationship Management (no more than 10 test items)
1. Discuss the nature of customer relationship management (CR:016, LAP-CR-016) (SP)
2. Explain the role of ethics in customer relationship management (CR:017, LAP-CR-017) (SP)
3. Describe the use of technology in customer relationship management (CR:018) (SP)
4. Use Customer Relationship Management (CRM) technology (CR:024)
Sales Processes and Techniques (no more than 20 test items)
1. Establish relationship with customer/client (SE:110) (CS)
2. Determine customer/client needs (SE:111) (CS)
3. Recommend specific products (SE:114, LAP-SE-114) (CS)
4. Demonstrate good/service (SE:374, LAP-SE-374) (SP)
5. Convert customer/client objections into selling points (SE:874, LAP-SE-874) (SP)
6. Close the sale (SE:895, LAP-SE-895) (SP)