RolePlay Scenario Setup Guide - Existing Customer - (B2C)

Field Descriptions:

1. Instructions

• Description: Provide detailed guidance on what the user should accomplish in this scenario.
• Example (Financial Services): “In this scenario, you will discuss a new investment opportunity with an existing client. Your goal is to recommend the new opportunity based on their current portfolio and financial goals.”
• Example (Education): “In this scenario, you will engage with a current student about enrolling in an advanced course. Your goal is to highlight the benefits and help them understand how it aligns with their career goals.”
• Example (Retail): “In this scenario, you will talk to a returning customer about a new loyalty program. Your goal is to explain the benefits and encourage them to sign up.”

2. Goal

• Description: Define the main objective of the RolePlay scenario.
• Example (Financial Services): “The main goal is to successfully persuade the client to invest in the new opportunity.”
• Example (Education): “The main goal is to enroll the student in the advanced course.”
• Example (Retail): “The main goal is to get the customer to join the loyalty program.”

3. Product or Service

• Description: Specify the product or service involved in the scenario.
• Example (Financial Services): “New Investment Opportunity - includes high-yield bonds and international stocks.”
• Example (Education): “Advanced Data Science Course - includes project-based learning and industry certification.”
• Example (Retail): “Exclusive Loyalty Program - offers discounts, early access to sales, and special rewards.”

4. Objectives

• Description: List specific, smaller targets within the scenario. Min 2, Max 5.
• Example (Financial Services):
  • “Explain the potential returns of the new investment.”
  • “Highlight the benefits of portfolio diversification.”
  • “Address any concerns about risk.”

• Example (Education):
  • “Describe the course curriculum and its relevance.”
  • “Highlight the benefits of obtaining the certification.”
  • “Discuss the flexibility of the course schedule.”

• Example (Retail):
  • “Present the key benefits of the loyalty program.”
  • “Explain the process of earning and redeeming rewards.”
  • “Address any concerns about cost or commitment.”

5. Communication Style

• The Enthusiastic Engager: Alex Rivera
• The Skeptical Analyst: Jordan Lee
• The Indifferent Browser: Taylor Morgan
• The Direct Negotiator: Sam Ivanov
• The Reflective Thinker: Casey Anderson
• The Casual Conversationalist: Jamie Chen

6. Account Info

• Description: Describe any information about the customer’s account with your product/service that an actor would need to know to successfully play the role.
• Example (Financial Services): “The client has a balanced portfolio and is looking to increase their exposure to international markets.”
• Example (Education): “The student has completed introductory courses and is looking to specialize further.”
• Example (Retail): “The customer is a frequent shopper who has shown interest in previous promotions.”

7. Background Info

• Description: Describe any information about the customer’s life related to the scenario that an actor would need to know to successfully play the role.
• Example (Financial Services): “The client is nearing retirement and seeking stable income options.”
• Example (Education): “The student works part-time and is looking for courses that can be balanced with their job.”
• Example (Retail): “The customer prefers online shopping and values convenience and quick delivery.”

8. Pain Points

• Description: Describe issues the customer is facing that the scenario should explore. Min 1, Max 3.
• Example (Financial Services):
  • “Concerned about market volatility.”
  • “Needs assurance about investment security.”
• Example (Education):
  • “Difficulty managing time for studies.”
  • “Concerned about the value of the certification.”

• Example (Retail):
  • “Wants more value for money.”
  • “Looking for exclusive deals and discounts.”