29024 Role Play Cards

ASSESSORPhone call - Customer ComplaintCARD A
Ring the reception desk.
Explain that you are Bronwyn Taylor, a customer. You purchased a tan shoulder bag last week. The buckle on the bag fell off earlier today and you are not happy as you were planning on taking the bag away on holiday tomorrow.
Assessment starts from the time your call is answered by the candidate until the time the call is finished.
Yourrole
Your role is to give the details of the issue as requested by the receptionist, and answer the questions asked.
For this scenario this is what you need to know
  1. You may be obviously upset and annoyed.
  2. You want a refund as you are going away on holiday tomorrow and have not got time to have it repaired. You need to buy a new bag.
  3. At no time are you to become aggressive or rude.

ASSESSORPhone call – wrong numberCARD B
Ring the reception desk.
Explain that you are Bob Trainer and you want to order 25 cubic metres of concrete to be delivered to 23 Collier Street at 1pm tomorrow.
Assessment starts from the time your call is answered by the candidate until the time the call is finished.
Your role
Your role is to explain to the receptionist what you require, and respond to any questions she asks.
For this scenario this is what you need to know
  1. When the receptionist tells you it is the wrong number, you will challenge this by stating that you have the right number on Campbells Concrete website.
  2. When the receptionist repeats the information that it is the wrong number, apologise and admit that you have the wrong number.
  3. You may be firm and insistent.
  4. At no time are you to become aggressive or rude.

ASSESSORPhone call – Customer information requestCARD C
Ring the reception desk.
Explain that you are visiting relatives in the Hawkes Bay and wondered if Zirconis have a store there.
Assessment starts from the time your call is answered by the candidate until the time the call is finished.
Your role
Your role is to explain to the receptionist what you require, and respond to any questions she asks.
For this scenario this is what you need to know
  1. When the receptionist tells you there is a store in the Hawkes Bay, ask for the address and what time it opens on a Saturday.
  2. If the receptionist tells you there isn’t a store in the Hawkes Bay, tell her your cousin, who lives in the Hawkes Bay assured you thereis a shop in the Hawkes Bay.
  3. You may be firm and insistent if you need to question the receptionist.
  4. At no time are you to become aggressive or rude.
  5. The candidate will need access to the Store Location list for New Zealand.

ASSESSORPhone call – Personal telephoneCARD D
Ring the reception desk.
Say ‘Hi XXX (candidate’s name). Ask the candidate if they want to join a group playing indoor soccer after work next Tuesday
Assessment starts from the time your call is answered by the candidate until the time the call is finished.
Your role
Your role is to casually ask the receptionist if they want to join a group for an ‘out of work’ activity.
For this scenario this is what you need to know
  1. When the candidate answers, try to drag out the call with extra information and questions.
  2. The game is at North Shore Events Centre and it starts at 6pm.
  3. The group usually go to Tindell’s bar for drinks and a light meal afterwards.
  4. You will be chatty and informal.

ASSESSORVisit to desk by staff member – Personal visitCARD E
Approach the reception desk.
Say ‘Hi XXX (candidate’s name). Tell the candidate about your recent holiday in Australia.
Assessment starts from the time you approach the desk until the time the conversation has finished orthe candidate asks you to leave (whichever happens first).
Your role
Your role is to chat to the candidate about your recent holiday.
For this scenario this is what you need to know
  1. Tell the candidate you stayed on the Gold Coast, at the Majestic Towers apartments in Surfers Paradise
  2. Tell the candidate about the view from your room and the facilities at the apartments.
  3. You will be chatty and informal.

ASSESSORVisit to desk by staff member – For informationCARD F
Approach the reception desk and ask them whether Sue Simmons is still the Store Manager at the Melbourne store, because you is addressing a courier parcel to be sent there.
Assessment starts from the time you approach the desk until the candidate provides you with the information orthe candidate asks you to leave (whichever happens first).
Your role
Your role is torequest information about an Australian store from the receptionist.
For this scenario this is what you need to know
  1. Answer any questions the receptionist asks you (e.g. how to spell her name)
  2. You will be a bit impatient as the courier is arriving soon.
  3. The candidate will need access to the Store Location list for Australia.
  4. You are not to be aggressive or rude.

ASSESSOR‘Off the street’ visitorCARD G
Deal with a member of the public who is lostl
Assessment starts from the time the visitor arrives, until he/she leaves.
Candidate role
Their role is to deal with the visitor, giving them the information that they require.
For this scenario this is what you need to know
  1. Arrive at the front desk asking for directions to a local destination.
  2. Candidate must deal with the visitor appropriately and provide the information required, such as a map.

ASSESSORCourier deliveryCARD H
You act as the courier person. You arrive at the reception desk to pick up one item and to deliver three items.
Assessment starts from the time the courier arrives, until he/she leaves.
Candidate role
Candidate role is to process the mail received from the courier, and process the one parcel that is being picked up by the courier.
For this scenario this is what you need to know
  1. Arrive at front desk with three parcels; one requiring a signature, one with no addressee, one marked ‘Confidential.
  2. Candidate must deal with the parcels appropriately and record receipt.
  3. Candidate needs to provide courier with one parcel to be delivered and record details.

ASSESSOREmail – Request to see managerCARD I
Send an email message asking the candidate to see you in your office (or at your desk) as soon as possible.
Assessment starts from the time your email is sent until you receive a reply.
Your role
Your role is to send an email request to the candidate and talk to them at your desk.
For this scenario this is what you need to know
  1. If the candidates queries the email with a reply, answer this email confirming that you want them to come to your office (or desk) as soon as possible
  2. Greet the candidate when they arrive at the desk.
  3. You are not to be aggressive or rude.

ASSESSORTechnical issue – printer does not workCARD J
Email a document to the candidate and ask them to print it out in A4.
Assessment starts from the time your email is sent until you receive a reply.
Your role
Your role is to send an email to request the candidate print out a document.
For this scenario this is what you need to know
  1. Set up a document which has the margins too narrow for the page set up and email it to the candidate.
  2. Respond to any emails or phone calls from the candidate explaining that they cannot print the document.
  3. You are irritated the document can’t be printed out, as you are due to take it into a meeting in quarter of an hour.
  4. You are not to be aggressive or rude.