Scenario:

The store has been running successfully for the last six months. The employees, clients and colleagues have been reasonably happy with the performance and the work culture of the organisation. You have requested a formal feedback session to develop and maintain professional competency and to help business excel.

Sub-part i:

In this subpart, you are required to engage in discussion with the Business Manager and customer service representative team leader.

You will play the role of Store Manager. The role of the Business Manager will be played by your trainer/assessor. The role of customer service representative team leader will be allocated to the students. At the conclusion the scenario, each student will switch with the other students to ensure everyone experiences each role fully. If there is an insufficient number of students, the trainer will assume multiple roles for the scenario, rotating roles at the conclusion of each exercise. If the student is required to participate in multiple roles for the exercise, they will also switch after each round, of the role-play scenario.

During the discussion/role play, you will seek feedback Business Manager and the customer service representative team leader on the key areas of management.

You will ask Business Manager:

• If he/she is satisfied with the operations of the business.
• If there is something that he needs to improve on.
• If there are any professional development needs and skill gaps in your performance.

Business Manager will:

• Be quite satisfied with the inventory management system in place.
• Be quite happy with your results.
• Suggest that the business can further excel if it works with local businesses to increase collaborative opportunities.
• He/she further wants you to take on the responsibility of purchasing for the next six months. Your duties would include:
• Managing business resources and customer needs
• Planning purchases
• Handling online transactions
• Selecting suppliers and preparing contracts

You will ask Customer service representative team leader:

• If he is satisfied with his customer service standards currently in the organisation.
• Any training requirements for the staff members.

Customer service representative team leader will:

• Be quite happy with customer service standards.
• Request for regular training sessions to improve employee competencies.

You must document the feedback in the template provided.

Sub-part ii:

In this subpart, you are required to engage in discussion with two clients "Client A and Client B".

You will play the role of Store Manager. The role of Client A will be played by your trainer/assessor. The roles of Client B will be allocated to the students. At the conclusion of the scenario, each student will switch with the other students to ensure everyone experiences each role fully. If there is an insufficient number of students, the trainer will assume multiple roles for the scenario, rotating roles at the conclusion of each exercise. If the student is required to participate in multiple roles for the exercise, they will also switch after each round, of the role-play scenario.

Scenario:

Giving preference to client satisfaction, you have decided to gather feedback from them regarding the store operations. You have decided to have an informal discussion with the clients so that you can rectify any problem there may be. At the moment there are two customers/clients in the store that visit the place on a regular basis. You need to approach them to gather their valuable feedback and experience so that you can improve the store operations and maintain professional competency as well.

During the role-play, you are required to:

• Approach these two clients and request them to provide feedback.
• Ask them the following questions:
• Are they happy with the customer service they are receiving?
• Does the store have a good variety of products?
• Whether there is anything that they dislike about the store?
• How Would You Rate Our Staff's Ability to Meet Your Needs?
• How Would You Rate the Cleanliness of the store?

Client 1 will:

• Agree to provide feedback.
• Offer positive feedback on the questions asked.

Client 1 will:

• Agree to provide feedback.
• Discuss the issue that the product that they bought from the store was faulty. When they tried to return the product at another store/branch of the business, they asked them to return the product at the store from where they have bought it.

You must document the feedback for subpart (i) and (ii) in the template provided.

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