Simulated workplaceCAQA Bloom and Stem Florists is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
SFLCAQA Bloom and StemSimulated workplace
Simulated workplace
Scenario · Retail and Studio

Serve customers on a sympathy Saturday

You are the Floristry Assistant on the Prahran counter.

Entry2 to 3 hours8 tasks
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The situation

What has happened

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.

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.
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Tasks

Deliverables

  • 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

Documents to use

Systems to use

Order Book

Records every retail, phone and online order from enquiry to delivery, including product, card message, delivery window and any complaint or freshness claim.

Incident and Hazard Register

The controlled record of every injury, near miss, hazard, chemical exposure and vehicle incident, with investigation findings and corrective actions to closure.

For trainers and assessors

Units of competency

Current on training.gov.au for the Floristry Training Package as at 10 September 2026.

SFLSOP007Interact with floristry customers
SFLSOP009Sell floristry products
SFLSOP001Source information on floristry products and services
SFLSOP002Work effectively in the floristry industry

Qualifications

SFL20125Certificate II in Floristry (Assistant)
SFL30115Certificate III in Floristry
Assessor notes

What to look for

Evidence guide

Observe or review evidence of the greeting, listening for occasion and budget, reading back the card message and delivery details, correct application of the freshness guarantee and substitution rules, and discretion with the anonymous sender question. Order Book entries must be complete with the correct status and notes. The end of shift note should show what needs escalation.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.