“Role It Out, Serve It Right”
IA School of Management Studies – Marketing Club Role Play Scenario Report
Event Overview:
The Marketing Club- Niche of IA School of Management Studies organized an exciting and interactive event
titled ” Role Play Scenario in Service Offering”. The activity aimed at enhancing students’ problem-solving,
communication, and customer service skills by simulating real-world service-related challenges. Teams of
four students were provided with a service-related scenario and tasked with presenting both the problem and
their proposed solutions. Each team had five minutes to enact their scenario, followed by a two-minute Q&A
session where the judges assessed their responses and interactions,
Event Details:
Each team consisted of 4 members, encouraging teamwork and collaborative problem-solving, Teams were
given a service-related problem and were required to propose solutions in a role-play format. This included
identifying the issue and offering practical and customer-oriented solutions, Teams had 5 minutes to present
their scenario and solution, followed by 2 minutes for Q&A where judges tested the teams’ ability to handle
objections and defend their proposals, to add to the overall experience, teams were encouraged to use light
background music and banners to enhance their presentations and make them more engaging.
Judging Criteria:
The teams were evaluated based on the following criteria: Content & Relevance, Customer Interaction &
Communication, Professionalism & Teamwork, Problem-Solving & Handling Objections, Negotiation Skills
& Overall Presentation & Impact
Learning Outcomes:
Communication Skills: Students improved their public speaking, learning to convey ideas clearly and
persuasively while handling questions during the Q&A session.
Team Collaboration: The activity highlighted the importance of teamwork, with students working together to
develop and present solutions effectively.
Problem-Solving: Participants honed their ability to think quickly and creatively, tailoring solutions to the
service scenario challenges.
Customer Engagement: Students gained insights into addressing customer concerns and learned the role of
AI tools in enhancing customer satisfaction and retention.
The Niche Role Play Scenario in Service Offering proved to be a valuable and enriching experience for all
participants. It provided a practical platform for students to apply theoretical knowledge, refine their public
speaking and negotiation skills, and improve their ability to work collaboratively under pressure. The use of
background music and banners enhanced the overall ambiance, making the event more engaging and
memorable., The event was coordinated by Prof.Afzal Basha.
