Occupational Category s1

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Event XX

An Association of Marketing Students®

OCCUPATIONAL CATEGORY

Business Services Marketing Series Event

INSTRUCTIONAL AREA

Communications

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FSRM-98

National Event ?

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 demonstrate the following performance indicators.

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

PERFORMANCE INDICATORS

1. Address people properly.

2. Explain the use of interdepartmental/company communications.

3. Interpret business policies to customers/clients.

4. Use appropriate assertiveness.

5. Convert customer/client objections into selling points.

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2001 Albert Campbell Invitational - Toronto District School Board BSM

Event 1

EVENT SITUATION

You are to assume the role of operations specialist for Good Times Inc., franchiser of a restaurant chain called Shenanigans. Your primary job responsibility is to visit restaurants to conduct operational reviews. You will need to discuss some problems with one of the chain’s franchisees (judge).

Good Times Inc. is a franchiser of a restaurant chain called Shenanigans with 82 locations in 21 states. Shenanigans is a mid-priced restaurant and bar targeted to the middle-income adult market. In addition to food and beverages, Shenanigans offers activities that include karaoke, stand-up comedy, interactive video games and a big-screen TV for viewing sporting events.

All 82 Shenanigans locations feature the same menu, beverages, décor and attractions as spelled out in the franchise agreement signed by all franchisees. The menu includes sandwiches, burgers, appetizers, salads and pastas, with limited steak and seafood offerings for dinner.

Three times a year, Good Times Inc. conducts an operations review of each location to make sure that each Shenanigans franchisee is operating in accordance with the franchise agreement. Specifically, the operations review evaluates sanitation, entertainment offerings, menu, beverages, atmosphere, staffing levels, customer service and pricing.

Today, you have been reviewing a Shenanigans location, which has been in operation for 3 years. During your review, you have discovered the following:

1. The menu includes a sandwich called Brat Attack, a 1/3-lb. bratwurst with sauerkraut served on an onion bun. This sandwich is not a franchise-approved menu item. Generally, all Shenanigans offer the same menu selection.

If a franchisee wishes to add an item, that item must be approved by Good Times Inc. Occasionally, Good Times Inc. has allowed some of its franchisees to sell menu items unique to their particular area, but permission is required in advance. This Shenanigans location has not filed the form Request for Menu Addition to legally add Brat Attack to its menu.

2. The cola being served is not Fresh, the brand required in the franchise agreement. You don’t know what the soda is, but you can tell by tasting it that it’s not Fresh.

The franchisee is allowed to offer any beverages he/she wishes; however, Fresh and Diet Fresh must be the only colas served at Shenanigans. Printed menus and signs on the soft drink dispenser at the bar currently identify Fresh products as those being sold in the restaurant.

Every other aspect of this Shenanigans appeared to be satisfactory. In fact, in all other reviews, this franchise is outstanding.

When a violation is found during an operations review, the operations specialist has the following options:

A. Order the franchisee to fix the situation immediately: it should be taken care of by the end of the business day.

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2001 Albert Campbell Invitational - Toronto District School Board BSM

Event 1

B. Allow the franchisee 14 days to take care of the problem.

C. Recommend that Good Times Inc. take away the franchise rights.

Under all of the options, Good Times Inc. has the right to sue because of the violation of the franchise agreement. However, this is viewed as an action of last resort and is used for only the most serious violations. When you meet with the franchisee (judge) you should do the following:

· Explain the purpose of the operations review you just performed.

· Present a summary of your findings, including specific problems that you found and reasons why these are considered problems.

· Listen to any questions or comments the owner (franchisee) may want to make.

· Explain the actions you plan to recommend because of violations.

You have just completed your review of this Shenanigans location and will report your findings to the owner (judge), who is expecting to meet with you. The role-play will take place in the owner’s (judge’s) office. The owner (judge) will begin the role-play by greeting you and asking for your report on the performance review. After you have presented your review and have answered the owner’s (judge’s) questions, the owner (judge) will conclude the role-play by thanking you for your efforts.

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2001 Albert Campbell Invitational - Toronto District School Board BSM

Event 1

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 franchisee of a Shenanigans restaurant, part of a chain owned by Good Times Inc. An operations specialist for Good Times Inc. (participant) needs to discuss some problems with you.

Good Times Inc. is the franchiser of the Shenanigans restaurants, with 82 locations in 21 states. Shenanigans is a mid-priced restaurant and bar targeted to the middle-income adult market. In addition to food and beverages, Shenanigans offers activities that include karaoke, stand-up comedy, interactive video games and a big-screen TV for viewing sporting events.

All 82 Shenanigans locations feature the same menu, beverages, décor and attractions as spelled out in the franchise agreement, signed by all franchisees. The menu includes sandwiches, burgers, appetizers, salads and pastas with limited steak and seafood offerings for dinner.

Today an operations specialist (participant) for Good Times Inc. has been reviewing your location, which has been in operation for 3 years. During the review, the specialist (participant) has discovered the following:

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2001 Albert Campbell Invitational - Toronto District School Board BSM

Event 1

If a franchisee wishes to add an item, that item must be approved by Good Times Inc. Occasionally, Good Times Inc. has allowed some of its franchisees to sell menu items unique to their particular area, but permission is required in advance. The owner (judge) has not filed the form Request for Menu Addition to legally add Brat Attack to its menu.

2. The cola being served is not Fresh, the brand required in the franchise agreement. The reviewer (participant) doesn’t know what the soda is, but could tell by tasting it that it’s not Fresh.

Every other aspect of your location appears to be satisfactory. In fact, in all other review areas your franchise is outstanding.

When a violation is found during an operations review, the operations specialist (participant) has the following options:

A. Order the franchisee to fix the situation immediately: it should be taken care of by the end of the business day.

B. Allow the franchisee 14 days to take care of the problem.

C. Recommend that Good Times Inc. take away the franchise rights.

Under all of the options, Good Times Inc. has the right to sue because of violation of the franchise agreement. However, this is viewed as an action of last resort for only the most serious violations. When the operations specialist (participant) meets with you, he/she should do the following:

· Explain the purpose of the operations review just performed.

· Present a summary of the findings, including specific problems found and reasons why these are considered problems.

· Listen to any questions or comments you may want to make.

· Explain the actions recommended because of the violations.

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2001 Albert Campbell Invitational - Toronto District School Board BSM

Event 1

The operations specialist (participant) has just completed the review of your restaurant and will report the findings to you in a meeting to be held in your office. You will begin the role-play by greeting the operations specialist (participant) and asking for the report on the performance review.

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

1. Since I introduced it two months ago, ‘Brat Attack’ has become my most popular sandwich on the menu. Don’t you want me to be successful?

2. Since you’ve seen how good the sandwich is, can’t you just okay it today without making me fill out the form?

3. Occasionally I’ve served a discount cola instead of Fresh, but what’s the big deal? No customers have ever noticed it.

Once the operations specialist (participant) has presented the report and has answered your questions, you may conclude the role-play by thanking the specialist (participant) for his/her explanation.

You are not to make any comments after the event is over except to thank the participant.

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2001 Albert Campbell Invitational - Toronto District School Board BSM

Event 1

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
Excellent / 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.
Good / 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.
Fair / 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.
Poor / 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 this performance indicator.

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2001 Albert Campbell Invitational - Toronto District School Board BSM

Event 1

JUDGE’S EVALUATION FORM

BSM-00

State Event 2

DID THE PARTICIPANT:

1. Address people properly?
POOR / FAIR / GOOD / EXCELLENT
0, 2 / 4, 6, 8 / 10, 12, 14 / 16, 18
Attempts at addressing people properly were inadequate. / Attempts at addressing people were adequate. / Attempts at addressing people were effective. / Attempts at addressing people were very effective and clear.
2. Explain the use of interdepartmental/company communications?
POOR / FAIR / GOOD / EXCELLENT
0, 2 / 4, 6, 8 / 10, 12, 14 / 16, 18
Attempts at explaining the use of interdepartmental/ company communications were inadequate or unclear. / Explanation of the use of interdepartmental/company communications was adequate. / Effectively explained the use of interdepartmental/ company communications. / Very effectively and clearly explained the use of interdepartmental/ company communications.
3. Interpret business policies to customers/clients?
POOR / FAIR / GOOD / EXCELLENT
0, 2 / 4, 6, 8 / 10, 12, 14 / 16, 18
Attempts at interpreting business policies to customers/client were inadequate. / Adequately interpreted business policies to customers/clients. / Effectively interpreted business policies to customers/clients. / Very effectively and clearly interpreted business policies to customers/clients.
4. Use appropriate assertiveness?
POOR / FAIR / GOOD / EXCELLENT
0, 2 / 4, 6, 8 / 10, 12, 14 / 16, 18
Attempts at using appropriate assertiveness were inadequate. / Use of appropriate assertiveness was adequate. / Effectively used appropriate assertiveness. / Very effectively and
thoroughly used appropriate assertiveness.
5. Convert customer/client objections into selling points?
POOR / FAIR / GOOD / EXCELLENT
0, 2 / 4, 6, 8 / 10, 12, 14 / 16, 18
Attempts at converting customer/client objections into selling points were inadequate. / Adequately converted customer/client objections into selling points. / Effectively converted customer/client objections into selling points. / Very effectively and clearly converted customer/client objections into selling points.
6. Overall impression of the participant’s skills and performance?
POOR / FAIR / GOOD / EXCELLENT
0, 1 / 2, 3, 4 / 5, 6, 7 / 8, 9, 10
Demonstrated few skills with little or no effectiveness. / Demonstrated limited ability to link some skills effectively. / Effectively demonstrated specified skills. / Demonstrated skills in a confident, articulate and integrated manner that meets the highest professional business standards.

Judge’s Initials TOTAL SCORE