Name:

Branch:

PART 1: TRAIN & COLLABORATE WITH STAFF (roleplay)

The purpose of this role play is to implement the promotional strategy by training staff in your organisation on how to use
the promotional material for the new product and service. Your assessor will observe the recorded role play and complete
Assessor Observation Checklist 1 -page 12 Table 11). Refer to the list of marking criteria in this checklist to see what skills
you need to demonstrate.
You will join a small group to complete this task.
Each job role has different priorities and targets. They should respond with needs and priorities based on their job roles.
This role play should take between 20 - 30 minutes to complete. You are required to use appropriate language, tone, and
pace for your audience. The role play should include the Branch Manager, Lending Officer, Customer Service Specialist and
Customer Service Officer.
As the Customer Service Specialist has been allocated the task for the upcoming promotion, they will initiate and close the
meeting.

WELCOME and CSS Good morning, how are you today? Thank you for coming today
MEETING
INTRODUCTION

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Business & Finance/Accounting & Finance/Bankstown Last updated: May 2023
Disclaimer: Printed copies of this document are regarded as uncontrolled.
 CSS The aim of this meeting today is about the promotion of the new vision credit card.
I have received from the head office all the material for this social promotion. I also am
responsible for giving you elearning material and conducting training on the FED BANK’s new
1. DISTRIBUTE product.
THE SELECTED
CSO It is great, Fawzia. I’d be happy to be responsible for the hard copies of the product flyer. And of
PROMOTIONAL
MATERIALS the product posters.
AND LO I’ll email you the soft copies, which have all information on the promotion and product.
PROMOTIONAL Regarding all the promotional Strategy I Will Communicate With the IT department to upload on
STRATEGY CSS
FED Bank website.
DOCUMENT TO
THE STAFF CSS Thank you all for tuking responsibities. and I hope the
chit
The IT department will Follow the Instructions.

CSS Please take into consideration that within 4 weeks we will Follow the 7 steps promotion
procedures.
1 - Greet the client
2.TRAIN PERSONNEL IN 2- use active listening and questioning techniques

USING PROMOTIONAL 3- provide advice and explain

4- probe for more info
MATERIALS, TO
5- cross promote and obtain a referee
MAXIMISE QUALITY 6- close the interaction and overcome any objections
7- Build the relationship and say goodbye.

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Business & Finance/Accounting & Finance/Bankstown Last updated: May 2023
Disclaimer: Printed copies of this document are regarded as uncontrolled.
SERVICE TO CLIENT CSO I can also distribute all flyers and posters in strategic places around the branch.

LO I will email the flyers of the promotional product to existing customers.

CSS
CSS
3.COLLABORATED
WITH STAFF TO CSO
REACH CSS
AGREEMENT ON
ACHIEVING LO
PROMOTIONAL CSS
TARGETS
*within specified
budget and timeframes
CSS
*accounting for the
staff member’s needs CSS
and priorities CSO
CSS
LO
CSS
CSS
CSS
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Business & Finance/Accounting & Finance/Bankstown Last updated: May 2023
Disclaimer: Printed copies of this document are regarded as uncontrolled.
 CSS
CSS
4. COLLABORATE
WITH OTHERS TO: CSO
CSS
monitor effectiveness of
promotional strategy, CSS
including distribution LO
channels
establish performance CSS
CSS
criteria to monitor staff
performance

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Business & Finance/Accounting & Finance/Bankstown Last updated: May 2023
Disclaimer: Printed copies of this document are regarded as uncontrolled.