FBLA CLIENT SERVICE

This FBLA 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. FBLA Participants develop speaking ability and poise through presentation as well as critical-thinking skills.

FBLA Eligibility

Each state may enter two (2) participants who are members from active local FBLA chapters, on record in the national center as having paid dues by March 1 of the current school year.

FBLA Overview

This event consists of an individual interactive simulation related to client service.

FBLA Guidelines

FBLA Preliminary Performance

• A maximum of fifteen (15) finalists—or an equal number from each group—will advance to the final round.
• Ten (10) minutes before the performance, each participant 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 case. Information may be written on both sides of the note cards. Note cards will be collected following the presentation.
• No reference materials, visual aids, or electronic devices may b brought to or used during the preparation or performance.
• The FBLA participant has fi ve (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.
• The FBLA preliminary performance is not open to conference attendees.

FBLA Final Performance

• FBLA Individuals will be sequestered before the fi rst performance to receive instructions and time assignments.
• The final guidelines are the same as the preliminary guidelines described above; and the final performance is open to conference attendees who are not performing participants of this event.

FBLA 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

REFERENCE: FBLA Client Service

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