FBLA Role Play · CS
Customer Service
This is an individual event. 20 minutes to prep with two note cards, then 7 minutes to present. The judge plays the second party in the case and can step in with questions at any point. Your camera records the presentation so you can watch it back and score yourself on the 2026-27 national role play rating sheet.
20 minPrepRead the case and plan on two note cards
7 minPresentCase hidden. Camera and mic are recording
DuringJudge steps inThree things the judge may say or ask as you present
AfterReviewWatch yourself, mark moments, score the rating sheet
or pick a scenario
What the judges look for: Customer Service knowledge areas
Show four or more of these areas in your answer to reach the top level on the rating sheet.
- Fostering Positive Relationships — Explain the nature of positive customer relations; Demonstrate a customer service mindset; Develop rapport with customers; and more
- Emotional Intelligence — Build trust in relationships; Show empathy for others; Foster open, honest communication; and more
- Conflict Resolution — Use conflict-resolution skills; Handle difficult customers; Handle customer/client complaints; and more
- Delivering on a Brand Promise — Identify company's brand promise; Determine ways of reinforcing the company's image through employee performance; Explain the importance of meeting and exceeding customer/guest expectations (CR:067) (CS) Customer Service (High School); and more
- Customer Relationship Management — Discuss the nature of customer relationship management; Explain the role of ethics in customer relationship management; Describe the use of technology in customer relationship management; and more
- Sales Processes and Techniques — Establish relationship with customer/client; Determine customer/client needs; Recommend specific products; and more