CLIENT SERVICE—INDIVIDUAL EVENT—SEQUESTERED
(Role-Play Performance Event)
STATE AND NATIONAL COMPETITION
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.
ELIGIBILITY
A participant may not have previously competed in this event at the national level.
State:
Each local chapter may enter one participant.
National:
The first and second place winner in state competition will represent California at
the National Leadership Conference. Advisers and participants should refer to the
latest edition of the FBLA Chapter Management Handbook for national event
guidelines.
OVERVIEW
This event consists of an individual interactive simulation related to client service.
A student in this event may also compete in an event with only an objective test component
provided the scheduled time of the test is not in conflict with any portion of the Client
Service Event.
CASE STUDY PROBLEM—SEQUESTERED
 Preliminary Performance
 Participants will be divided into two (2) or three (3) groups depending on the number of
participants.
 If there are three preliminary rounds, the top four (4) from each round will advance to the
finals making twelve (12) finalists. If there are two preliminary rounds, the top six (6)
from each round will advance to the finals.
 All participants will report to the waiting room as listed in the program or posted at the
conference and will be sequestered prior to this event. This means that from the time a
participant reports to the waiting room for his/her event, he/she will not be allowed to
leave until after his/her performance is over. The sequestered rules are:
You may read books, do homework, etc.
No electronic devices will be allowed.
Food and drinks may be given to the room proctor to distribute to the individual
participants.
Restroom breaks are allowed accompanied by a proctor.
Participants may not communicate with outside individuals.
 Participants must report to sequestered waiting room at scheduled time regardless of
conference activities.
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CA FBLA Competitive Event Guidelines
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2013 Edition (8-1-12)
CLIENT SERVICE (Page 2)

Participants are allowed a five (5) minute window after the doors are closed. Participants
who arrive during the window (5 minutes) will be assessed a ten point penalty. If the draw
has already been conducted, the participant will be assigned a remaining slot. Participants
who arrive after the five-minute window will not be allowed to enter the waiting room or
to participate in the event.
 All participants must show photo identification in the sequestered room or he/she will not
be allowed to compete. A faxed copy is not acceptable.
 Participants in this event must adhere to the FBLA Conference Dress Code or he/she will
not be permitted to participate.
 After reporting to the sequestered waiting room, the order of performance will be drawn at
random.
 Ten (10) minutes before the performance, each participant will be taken to the preparation
room where he/she will receive the scenario.
 Two (2) 4” x 6” note cards will be provided for each participant and may be used during
the preparation and performance of the scenario. Information may be written on both sides
of the note cards. Note cards will be collected following the presentation.
 The copy of the scenario may not be taken into the performance room.
 No reference materials, visual aids, or electronic devices may be brought to or used during
the preparation or performance.
 Participants may not have any physical contact (i.e. handshake) with the judges prior to the
presentation.
 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 and will 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 at which time the
presentation must end.
 The performance is open to conference attendees who are not performing participants of
this event.
 Final Performance
 The names of the twelve (12) finalists will be posted with the time and place to report to
the sequestered waiting room.
 The final guidelines are the same as the preliminary guidelines previously described.
JUDGING
A panel of judges will evaluate the role play. All decisions of the judges are final.
Performance Competencies
 demonstrate good communication and listening skills
 translate case into effective, efficient, and spontaneous action
 demonstrate good decision-making and problem-solving skills
 show a positive and professional demeanor
 provide ways for client to solve their own problem
 resolve conflict resolution
NBEA Standards Reinforced by Event
 Career Development: workplace expectations
 Communication: foundations, employment
Career Clusters: Business, Management and Administration
CA FBLA Competitive Event Guidelines
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2013 Edition (8-1-12)
CLIENT SERVICE
Performance Rating Sheet
 Preliminary Round
Evaluation Item
 Final Round
Not
Demonstrated
Does Not
Meet
Expectations
Meets
Expectations
Exceeds
Expectations
0
1-5
6-10
11-15
0
1-5
6-10
11-15
0
1-5
6-10
11-15
0
1-5
6-10
11-15
0
1-3
4-7
8-10
0
1-5
6-10
11-15
0
1-5
6-10
11-15
Points
Earned
CONTENT
Scenario is understood and
well-defined
Participant’s position is
clearly stated
Effective solution is offered
DELIVERY
Thoughts and statements are
well organized and clearly
stated
Demonstrates self-confidence,
poise, and good voice
projection
Demonstrates the ability to
effectively answer questions
Participant actively interacts
with judges
FINAL SCORE
/100 max
Name
Points Verified: (please initial)
School
Judge
Event Administrator
Event Headquarters
City
Judge's Signature
Judge's Comments: (use reverse side if needed)
CA FBLA Competitive Event Guidelines
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2013 Edition (8-1-12)