Practical Exercises and Role-Plays
Exercise 1: Discovery Call Simulation
Scenario: You're speaking with the Head of Customer Support at a 200-person software company. They've mentioned that their support team is overwhelmed and response times are suffering.
Your Role: Conduct a 15-minute discovery call to uncover their specific pain points and identify opportunities for a Support Agent.
Key Objectives:
Understand current support volume and processes
Identify specific pain points and their business impact
Explore their current tools and systems
Gauge their openness to AI solutions
Set up next steps
Evaluation Criteria:
Quality of questions asked
Ability to uncover specific pain points
Demonstration of active listening
Clear next steps established
Exercise 2: Objection Handling Gauntlet
Scenario: You're in a follow-up call with a prospect who is interested but has several concerns.
Objections to Handle:
"We're already using ChatGPT for customer support"
"I'm worried about data security"
"This sounds like it could take months to implement"
"How do I know this will actually work?"
"What if the AI gives wrong answers to customers?"
Your Role: Address each objection confidently and pivot back to value.
Evaluation Criteria:
Confidence in responses
Use of appropriate frameworks (HEAR method)
Ability to provide specific examples
Smooth transition back to value proposition
Exercise 3: Solution Presentation
Scenario: You're presenting a Support Agent solution to a prospect who has expressed interest after the discovery call.
Background Information:
Company: 500-person healthcare software company
Current state: 400 tickets/day, 6-hour average response time
Pain points: After-hours support gaps, repetitive questions, knowledge scattered across systems
Systems: Zendesk, Confluence, internal databases
Your Role: Present a tailored solution that addresses their specific needs.
Presentation Structure:
Recap of their current challenges (2 minutes)
Proposed solution overview (5 minutes)
Implementation timeline (3 minutes)
Expected outcomes and ROI (3 minutes)
Next steps (2 minutes)
Evaluation Criteria:
Customization to their specific situation
Clear articulation of value proposition
Realistic timeline and expectations
Compelling ROI presentation
Exercise 4: Pilot Scoping Workshop
Scenario: The prospect is ready to move forward with a pilot. You need to work with them to scope the pilot appropriately.
Workshop Objectives:
Define pilot scope and success metrics
Identify required integrations and data sources
Establish timeline and milestones
Set expectations for ongoing collaboration
Role-Play Elements:
Prospect has some unrealistic expectations about timeline
There are concerns about data access and security
Multiple stakeholders with different priorities
Budget constraints that need to be addressed
Your Role: Facilitate a productive scoping session that results in a realistic and achievable pilot plan.
Evaluation Criteria:
Ability to manage multiple stakeholders
Skill in setting realistic expectations
Clear definition of success metrics
Collaborative approach to problem-solving
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