CLIENT SERVICE

 

This event provides members with an opportunity to develop and demonstrate skills in interacting with internal and external clients to provide an outstanding client service experience. The client service consultant engages clients in conversations regarding products, handles inquiries, solves problems, and uncovers opportunities for additional assistance. Participants develop speaking ability and poise through presentation as well as critical thinking skills.

 

This event consists of an individual interactive simulation related to client service.   Participants in this event will be able to answer questions effectively; demonstrate ability to make a business like presentation; demonstrate good verbal communication skills; provide ways for client to solve their problems; and translate case into effective, efficient, and spontaneous action.
 

 

ELIGIBILITY
 

Participants must have paid state and national dues postmarked by December 15 of the current school year.

 

District:        Number of participants governed by local FBLA District policy.

 

State:          Each district may be represented by participant(s) based on the Florida FBLA scaled quota system found in the Fact Finder.

 

National See publication:  National Chapter Management Handbook—current edition.

 

REGULATIONS
 

District :       Each district determines its own procedures for event registration.

 

State :         When it has been determined that a student will represent the district at state competition, the student's local adviser must send the appropriate entry form to the state adviser by first-class mail.  The entry form and the required receipt deadline are included in the SLC registration packet.

 

National:   See publication:  National Chapter Management Handbook—current edition.

 

• Participants must be selected in accordance with the regulations of the FBLA district and state chapters and the national association.

 

• Participants must not have entered this event at a previous National Leadership Conference or placed 1st, 2nd, 3rd, or 4th in this event at a previous State Leadership Conference.

 

• Participants failing to report on time may be disqualified. 

 

• Participants must furnish their own pens/pencils.

 

• Participants must adhere to the dress code established by the Board of Directors or they will not be permitted to participate in the competitive event.
 

• A lectern may be available.  No microphone will be used.

 

• Two (2) 4" x 6" index cards will be given to each participant and may be used during the preparation and performance.  Information may be written on both sides of the note cards.  Note cards will be collected following the presentation.

 

• No other reference materials, visual aids, electronic devices, or other items are to be brought to or used during the preparation or performance.

 

PRELIMINARY ROUND

• Participants will be divided into preliminary groups.

 

• Participants must report to the sequestering room at the State Leadership Conference at the time specified in the State Leadership Conference program.  Participants will be sequestered until their preparation times.  The order of performance will be drawn at random by an impartial person in the event office.

 

• Ten (10) minutes before the performance, each participant will receive the scenario.  All participants will address the same scenario.

 

• The participant has five (5) minutes to interact with a panel of judges and demonstrate how he/she would solve the problem. The judges will play the role of the second party in the presentation; refer to the case for specifics.  This is a role-play event.

 

• A timekeeper will stand at four (4) minutes and again at five (5) minutes.  

 

• All performances are open to conference attendees except performing participants of this event.
 

FINAL ROUND
 

Finalists must report to the sequestering room at the time specified in the State Leadership Conference program.  All other procedures as outlined in the preliminary round will be followed for the final round.

 

Participants' scenarios will be evaluated by a panel of judges.  All judges’ decisions are final.

 

AWARDS
 

District The number of awards presented at the District Leadership Conference is determined by local FBLA District policy.

 

State  State awards for the top five places are presented at the State Leadership Conference.

 

National The number of awards presented at the National Leadership Conference is determined by judges and/or number of entries.  The maximum number will be ten.