2001 DECA-Ontario Provincials
RMAL
Event 2
OCCUPATIONAL CATEGORY
Retail Merchandising Series, Associate
Level
An Association of Marketing Students
®
INSTRUCTIONAL AREA
Selling
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 meet the performance indicators of this event.
5. Turn in all your notes and event materials when you have completed the role-play.
PERFORMANCE INDICATORS
1. Demonstrate suggestion selling.
2. Identify customer’s buying motives for use in selling.
3. Convert customer/client objections into selling points.
4. Facilitate customer buying decisions.
5. Interpret business policies to customers/clients.
Published 2000 by DECA Related Materials. Copyright © 2000 by DECA, Inc. No part of this publication may be
reproduced for resale without written permission from the publisher. Printed in the United States of America.
2001 DECA-Ontario Provincials
RMAL
Event 2
EVENT SITUATION
You are to assume the role of salesperson in the sporting goods department of a department
store. Your store is currently conducting a campaign to promote the chain’s new credit card.
Management is encouraging all of the store employees to promote the company’s new credit card
to their customers. Part of the incentive for salespeople, including yourself, is that they receive
one dollar for every company charge account they open.
A customer (judge) approaches the register where you are working to purchase equipment for a
ski trip. Your objective is to use your suggestion selling skills to encourage the customer to open
a company charge account. You only need the customer’s (judge’s) consent to fill out the credit
application. You will not need to complete any paperwork. The credit card plan information
below will be useful as you plan to complete the sale of the company’s credit card. The role-play
will take place at the register on the sales floor. The customer (judge) will begin the role-play by
saying he/she will pay cash for his/her ski equipment. The customer (judge) will also conclude
the role-play by thanking you for your help.
CREDIT CARD PLAN

Customers receive 10% off one purchase by completing a credit application.

Customers receive a 10% off coupon of their application is approved and they receive
a credit card.

Customers receive advance notice of sales and special promotions, and can participate
in incentive programs to receive gift certificates.

The interest rate for the credit card is 19.8% on any unpaid balance. If balance is paid
in full, no interest is charged.

There is a 25-day grace period before interest is charged on new purchases.

This is not instant credit—all charges will be approved by the company’s credit
office.
2
2001 DECA-Ontario Provincials
RMAL
Event 2
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.
2.
3.
4.
Procedures
Performance indicators
Event Situation
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 customer in a sporting goods department of a department store.
This store is currently conducting a campaign to promote the chain’s new credit card. The
company’s management is encouraging all store employees to promote the company’s new credit
card to their customers. Part of the incentive for salespeople is that they receive one dollar for
each company charge account they open.
You approach the register where the participant is working. You are purchasing equipment for a
ski trip. You are planning to pay cash. You do not have any credit cards at present, but you are
interested in establishing credit. The participant will use suggestion selling and other selling
skills to convince you to apply for the company credit card.
The role-play will take place at the register on the store’s sales floor. You will begin the roleplay by saying you will pay cash for your ski equipment. During the course of the role-play, you
are to ask the following questions of each participant:
1. Why should I open this charge account?
2. How long will it take to fill out the credit application?
3. Can I still pay cash for my equipment?
4. How does the interest rate on this card compare to other credit cards?
Once the participant has completed his/her presentation and answered your questions, you may
conclude the role-play by thanking the participant for his/her help.
You are not to make any comments after the event is over except to thank the participant.
2001 DECA-Ontario Provincials
RMAL
Event 2
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.
2001 DECA-Ontario Provincials
RMAL
Event 2
JUDGE’S EVALUATION FORM
RMAL
Event 2
DID THE PARTICIPANT:
1. Demonstrate suggestion selling?
POOR
0, 2
Attempts at demonstrating
suggestion selling were
inadequate or unclear.
FAIR
4, 6, 8
Adequately demonstrated
suggestion selling.
GOOD
10, 12, 14
Effectively demonstrated
suggestion selling.
EXCELLENT
16, 18
Very effectively and
thoroughly demonstrated
suggestion selling.
2. Identify customer’s buying motives for use in selling?
POOR
0, 2
Attempts at identifying
customer’s buying motives
for use in selling were
inadequate.
FAIR
4, 6, 8
Adequately identified
customer’s buying motives
for use in selling.
GOOD
10, 12, 14
Effectively identified
customer’s buying motives
for use in selling.
EXCELLENT
16, 18
Very effectively identified
customer’s buying motives
for use in selling.
3. Convert customer/client objections into selling points?
POOR
0, 2
Attempts at converting
customer/client objections
into selling points were
inadequate or unclear.
FAIR
4, 6, 8
Adequately converted
customer/client objections
into selling points.
GOOD
10, 12, 14
Effectively converted
customer/client objections
into selling points.
EXCELLENT
16, 18
Very effectively converted
customer/client objections
into selling points.
GOOD
10, 12, 14
Effectively facilitated
customer buying decisions.
EXCELLENT
16, 18
Very effectively facilitated
customer buying decisions.
GOOD
10, 12, 14
Effectively interpreted
business policies to
customers/clients.
EXCELLENT
16, 18
Very effectively a interpreted
business policies to
customers/clients.
4. Facilitate customer buying decisions?
POOR
0, 2
Attempts at facilitating
customer buying decisions
were inadequate or unclear.
FAIR
4, 6, 8
Adequately facilitated
customer buying decisions.
5. Interpret business policies to customers/clients?
POOR
0, 2
Attempts at interpreting
business policies to
customers/clients were
inadequate or unclear.
FAIR
4, 6, 8
Adequately interpreted
business policies to
customers/clients.
6. Overall impression of the participant’s skills and performance?
POOR
0, 1
Demonstrated few skills
with little or no
effectiveness.
FAIR
2, 3, 4
Demonstrated limited ability
to link some skills
effectively.
Judge’s Initials
GOOD
5, 6, 7
Effectively demonstrated
specified skills.
TOTAL SCORE
5
EXCELLENT
8, 9, 10
Demonstrated skills in a
confident, articulate and
integrated manner that meets
the highest professional
business standards.