Serve customers on a sympathy Saturday

You are the Floristry Assistant on the Prahran counter.

Simulated workplaceEntry missionCAQA Bloom and Stem Florists

This mission touches on a mature theme. It is fictional. If it brings up something hard for you, you can stop at any time and talk to someone you trust.

What is going on

It is Saturday morning at the Prahran shop and you are on the counter from 8 until 1 while the senior designer runs a workshop. A funeral service is being held nearby at eleven and several customers will come in for sympathy flowers, some with very little time. Two sheaf orders are ready for collection. A customer will also come in with a drooping bouquet from earlier in the week and ask what can be done. A phone caller wants twenty-four long stem red roses for an anniversary next Saturday, and the buying team has flagged that long stem reds are short this month. You have the Order Book, the product price list and the substitution rules in the customer service policy.

Tomasz Wierzbicki, Retail Manager
Subject: Cover the Prahran counter on Saturday morning

Sophie is running the wreath workshop on Saturday so you will be on the counter from 8 until 1. It is a busy sympathy morning, we have two funeral collections and walk-ins for the Ashcombe service. Please read the Customer Service, Refunds and Substitution Policy again before the shift, especially the parts on substitution and the freshness guarantee, and make sure every order you take is entered in the Order Book with the card message read back to the customer. If anyone raises the drooping roses complaint from ORD-26-4423, the replacement has already been arranged.

Your brief

Serve each customer with warmth and accuracy, take and record orders correctly in the Order Book, handle the freshness complaint under the policy, manage the rose substitution honestly, and keep the shop floor safe and presentable throughout the shift.

Work through it

You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.

Read the Customer Service, Refunds and Substitution Policy and note the service standard, the freshness guarantee steps and the substitution rule for feature flowers.
Complete the opening floor check: buckets, water, wet floor risks and the cordoned vase shelf, and record any hazard on the Incident and Hazard Report Form if you find one.
Take a walk-in sympathy order for a sheaf in whites and greens for the eleven o'clock service, confirm the card message by reading it back, and enter the order in the Order Book.
Hand over the two collection orders, checking each against the Order Book and confirming the card message with the customer before release.
Handle the drooping bouquet complaint: listen, record the report against ORD-26-4423 in the Order Book, photograph the product and offer the replacement or refund the policy allows.
Take the phone order for twenty-four long stem red roses, explain availability honestly, offer a substitution of equal value and record the customer's decision in the Order Book with the status New.
Answer a recipient who asks who sent them anonymous flowers in line with the Privacy and Customer Information Policy.
Write a short end of shift note for the Retail Manager listing orders taken, the complaint outcome and anything needing follow-up.

My notes: what did I enjoy, and what surprised me?

What someone in this role would produce

Order Book entries for the sympathy order, the anniversary order and the complaint
A completed opening floor check note or hazard report
A written script for the substitution conversation
An end of shift note to the Retail Manager

Printing this is a record of what you explored. It is not a certificate or a qualification.