Practice scenario
Refusing an unacceptable business exception
A fictional practice call (industry: Finance). You speak with this type of customer: Boundary-testing customer. Your goal: Set a safe boundary.
Scenario at a glance
- Industry
- Finance
- Customer
- Boundary-testing customer
- Goal
- Set a safe boundary
- Difficulty
- Stress test
Who you are talking to
Boundary-testing customer. Difficulty Stress test: The customer interrupts, pressures on price and changes the subject.
Your goal
Set a safe boundary. Calmly refuse an unacceptable request and offer a safe alternative.
Typical objections
Expect moments like these. The AI customer phrases them in its own words and reacts to your answers.
- Boundary request:
Surely you can make an exception just for us.
Example excerpt
Illustrative
- You
- Before we go on, I'll say clearly who I am, why I'm calling and what I can and cannot promise.
- AI customer
- Surely you can make an exception just for us.
- You
- I understand why you ask. I can't do that, but here is what I can offer within the rules.
- AI customer
- Then tell me what that is.
- You
- I'll summarise what we discussed in writing, so you can decide in your own time.
Illustrative excerpt written from the scenario description, not a recording or transcript. In the real practice call the AI customer reacts to what you actually say, so every call goes differently.
What the report gives feedback on
After the call you get training feedback on moments like these. It is practice feedback for you, not an assessment of you as an employee.
- Saying who you are and why you are calling
- No promises of guaranteed results
- Respecting the customer's right to say no
Guardrails in this scenario:
- no bypassing the rules
- safe alternative
Practise this scenario
Start with the Free plan and try this situation out loud. The report shows one thing to improve after the call.
Frequently asked questions
What do I practise in “Refusing an unacceptable business exception”?
Calmly refuse an unacceptable request and offer a safe alternative. The AI customer plays this role: Boundary-testing customer. Difficulty: Stress test.
Is the dialogue on this page a real call?
No. It is a short illustrative excerpt. In the practice call the AI customer, clearly labelled as AI, reacts to what you actually say, so the conversation is different every time.
Can I practise this scenario for free?
Yes. The Free plan includes 3 voice calls a month of up to 5 minutes each, with a basic report (score and one tip) after every call. The scenario can be practised in every language of this website.