Practice scenario
Discovering needs with a customer who gives very brief answers
A fictional practice call (industry: Healthcare). You speak with this type of customer: Quiet, reserved customer. Your goal: Discover the real needs.
Scenario at a glance
- Industry
- Healthcare
- Customer
- Quiet, reserved customer
- Goal
- Discover the real needs
- Difficulty
- Expert
Who you are talking to
Quiet, reserved customer. Difficulty Expert: A demanding customer with strong objections.
Your goal
Discover the real needs. Use open questions to understand priorities, impact and decision criteria.
Typical objections
Expect moments like these. The AI customer phrases them in its own words and reacts to your answers.
- Putting it off:
Let me think about it and I'll get back to you.
Example excerpt
Illustrative
- You
- Hello, my name is Alex. May I briefly say why I'm calling, and you decide if it's worth two minutes?
- AI customer
- Let me think about it and I'll get back to you.
- You
- Of course. So I can help you think it through, what is still unclear?
- AI customer
- Mostly whether the timing fits.
- You
- Would a 20-minute call on Thursday at ten work, or is the afternoon better?
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.
- A clear reason for the call in the first seconds
- Open questions before any recommendation
- Agreement on a concrete next step
Guardrails in this scenario:
- respecting privacy
- do not collect unnecessary data
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 “Discovering needs with a customer who gives very brief answers”?
Use open questions to understand priorities, impact and decision criteria. The AI customer plays this role: Quiet, reserved customer. Difficulty: Expert.
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.