CRE CA1 Role-play: ASSESSMENT

Do you know that you have delivered the flowers late to our customers?

• What flowers were delivered?

• Which customer is it?

• Why were the flowers delivered late?

Our customers are Mr and Mrs Tan. What should you check?

• Let me check the order form again.

• Let me check the truck.

• Let me check with you.

What should you do after you have checked the order form?

• I forgot to check the order form.

• I will tell them I am sorry.

• The flowers were supposed to be delivered at 3pm.

Why were the flowers delivered late?

• There was a traffic jam, so the truck was late.

• There was a traffic jam, so the driver did not send the flowers.

• There was a traffic jam, so the truck broke down.

Mr and Mrs Tan were offended that the wrong flowers were delivered. What should you check?

• Let me check the order form again.

• Let me check the truck.

• Let me check with you.

What flowers were supposed to be delivered?

• chrysanthemum

• red flowers

• cactus

But chrysanthemum flowers were sent instead. What event is chrysanthemum flowers for?

• They are for birthdays. I am sorry for the mistake.

• They are for weddings. I am sorry for the mistake.

• They are for funeral. I am sorry for the mistake.

So, what are you going to do now? Select 2 answers.

• Apologise to our customers

• Apologise to the event coordinator

• send the correct order tomorrow

• send the correct order now

Tick 3 communication techniques that you will use when communicating with your event coordinator or customers.

• active listening

• rude language

• no eye contact

• positive language

• good tone and volume of voice