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Make complex offers and difficult cases easier to handle.
Train employees to map the customer's usage, explain the options, recommend the right solution and solve problems with clarity.
Journeys for training and assessment. Studies for customer and employee experiences.
Plan advice when the commitment period is ending
- Role and background
- Customer at the end of their commitment period, comparing providers
- Primary need
- The right level for the family without paying too much
- Objections
- Thinks all the offers sound the same, afraid of hidden costs
The customer’s opening line
“What is this actually going to cost me per month?”
Illustration of an exercise plan. The practice takes place in a voice conversation, with feedback afterwards.
Your decisive customer interactions.
The moments that shape the experience.
Four examples of interactions with customers that your team can practice. Choose a situation from your everyday work.
Training scenario 01
The customer knows what they pay but not what they use – the mapping before the offer.
Choose situation
Telecom
What a Journey can look like
Explore onboarding and product launches with situations, knowledge and exercises from your everyday work.
A new subscription package is introduced.
Teach the differences, assess readiness and practice conversations with customers who have different usage patterns and objections.
Episode
The new plan and how the customer uses it
Flashcards
Monthly price, data allowance and contract length
Coaching
Explain the total cost in your own words
Roleplay
A family compares plans and worries about extra charges
Coaching · Challenge
Explore a need and reflect on your explanation
Illustrative training plan. Choose the activities you need. In Challenges, participants receive feedback on their reflection.
Onboarding in telecom · New store salesperson
Let new salespeople practice explaining the plans.
The offers are many and change often. New salespeople need to sort out the customer’s need before they propose – onboarding trains that on your actual plans.
Roleplay
A customer who “just wants something cheaper” – without knowing what
Challenge
Start three customer interactions with why the customer is here, not with the offer
The roles.
For the teams who work with customers.
Store salespeople
Maps usage, explains the options and recommends the right one – at the pace of the store.
Customer service
Solves cases about bills, coverage and switches, and recognizes when a case is an advisory moment.
B2B salespeople
Sorts complex needs for whole companies and makes the offer understandable to the decision-maker.
Team leads
Reviews the team’s exercises on new offers and chooses which explanations need more practice.
And for the leaders who support those teams in their daily work with customers.
Practice the situations. See what needs reinforcing.
Book a demoFrom everyday moments to capability.
This is what it sounds like when customers ask.
Start with questions your team faces and your reviewed answers. Let employees practice explaining, listening and finding the next step.
- “Why has my bill gone up?”
- “Which plan is enough for me?”
- “What happens when my contract period ends?”
- “Can I keep my number?”
- “Why is my coverage at home so bad?”
Start with your needs.
Start with what you want to improve.
Training results show how the exercises went. Use Assessments to test against your requirements, and Studies to explore customers’ and employees’ own perspectives.
Journeys · Train and test
Practice needs, explanations, technical problems, price objections and cancellations.
Coaching and Roleplay give people space to practice. Follow participation and exercise results in Insights. For examination, you set the criteria and every required activity must be passed.
Example: A customer at the end of their commitment period is comparing providers.
Explore Journeys →Studies · Understand experiences
Understand why customers become uncertain, dissatisfied or want to end the relationship.
Studies gathers perspectives through interviews and has its own report. You can start here without previous training data.
Example: Why do customers feel all the offers sound the same?
Explore Studies →Start where it matters to you.
Build your team’s skills with Journeys. Understand customers’ and employees’ experiences with Studies. Choose what helps you move forward.
Shared features
Popscale Studies
Clear subscription information
Understand the experience, not just the rating. Let people describe it in their own words and use the evidence to choose what to improve.
Explore Studies →Audience: Customers after a subscription conversation
“Which parts of the subscription were clear or unclear after the conversation?”
Possible use: Improve information and follow-up about terms.
Book a demo.
What does your team need for the next conversation with customers?
Our demo shows how Popscale works. We also discuss which parts are relevant to your organization.
Send a request and we will get in touch to arrange a time. You do not need to prepare any material.