Practice scenario
Follow-up with a low-trust customer
A fictional practice call (industry: Insurance). You speak with this type of customer: Low-trust customer. Your goal: Schedule a follow-up.
Scenario at a glance
- Industry
- Insurance
- Customer
- Low-trust customer
- Goal
- Schedule a follow-up
- Difficulty
- Advanced
Who you are talking to
Low-trust customer. Difficulty Advanced: The customer pushes back and expects concrete value.
Your goal
Schedule a follow-up. Respect the customer's current situation and obtain explicit agreement on a follow-up time.
Typical objections
Expect moments like these. The AI customer phrases them in its own words and reacts to your answers.
- Trust:
I've heard promises like this before.
Example excerpt
Illustrative
- You
- Thanks for the conversation so far. Can we look together at what the next step should be?
- AI customer
- I've heard promises like this before.
- You
- That's understandable. What happened last time, so I don't repeat it?
- AI customer
- Nobody got back to us when it mattered.
- You
- So the next step is a short call with your colleague on Wednesday. Shall I send the invitation?
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 short summary of what was agreed
- Who does what and by when
- Respect for the customer's decision process
Guardrails in this scenario:
- explicit consent
- transparent purpose of contact
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 “Follow-up with a low-trust customer”?
Respect the customer's current situation and obtain explicit agreement on a follow-up time. The AI customer plays this role: Low-trust customer. Difficulty: Advanced.
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.