# Practical Exercises and Role-Plays {% embed url="" %} #### 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:** 1. "We're already using ChatGPT for customer support" 2. "I'm worried about data security" 3. "This sounds like it could take months to implement" 4. "How do I know this will actually work?" 5. "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:** 1. Recap of their current challenges (2 minutes) 2. Proposed solution overview (5 minutes) 3. Implementation timeline (3 minutes) 4. Expected outcomes and ROI (3 minutes) 5. 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 *** --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.raiaai.com/ai-training/partner-training/raia-sales-training-program/practical-exercises-and-role-plays.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.