CALL SIMULATION

APPLICANT INSTRUCTIONS

For this exercise, you are to play the role of a customer service associate for an Australian telecom company
called PseudoPrime Communications. You work for the postpaid department which provides customers with
products and information about their services to assist them with their issues.

In this scenario, a customer is calling in to complain about their bill and mobile usage. Your job in this role play
will be to obtain the customer’s details, research on their usage dispute, and provide a solution to their issue with
the available service options.

You have 15 minutes to review these instructions and prepare for your call simulation.

In this exercise, you will be assessed according to your communication, critical thinking, customer service and
sales skills. The following table explains the behaviors that will be assessed. Read through the table carefully so
you are prepared to demonstrate these behaviors properly.
Category You are expected to…
• Respond promptly to the customer.
• Respond to the customer in a relevant way.
Customer Advocacy
• Maintain an appropriate level of professionalism and formality
• Looks at issues from multiple perspectives, particularly the customer’s perspective
• Demonstrate vocal clarity and apply appropriate tones.
• Use appropriate grammar mechanics and appropriate syntax.
Connecting with Others
• Demonstrate interpersonal understanding.
• Maintain an efficient conversational flow.
• Demonstrates a logical thought process and self-awareness
• Asks effective questions to arrive at the best resolution
• Demonstrate the ability to identify sales opportunities by recognizing verbal and non-
Problem Solving
verbal triggers that would lead into a sales conversation
• Demonstrates ability in handling objections
• Apply conversation techniques to sell a product

Provided on the following pages is a call flow guide that you will use to assist the customer and directions on
how to proceed through the call flow. Familiarize yourself with this information. Be sure to carefully read through
the directions to understand how the call flow should run.

Take the call simulation guide and any notes you create with you into the call simulation room and refer to them
as necessary. While you are inside the room, you will receive a phone call. Answer the call as an associate of
PseudoPrime Communications. The call simulation will last for approximately 10 minutes. You will also be asked
follow-up questions after the call simulation to evaluate your critical thinking skills.

Remember to be successful at this assessment, you must be…

• Relaxed
• Focused
• Confident

Your main goals are to provide an exceptional customer experience and demonstrate excellent communication
skills. Good luck.

1
OPENING THE CALL

For the call opening, make sure you follow these steps:

1. Greet the customer by saying “Welcome to PseudoPrime Communications, my name is

__________. How may I assist you today?”
2. Carefully listen to the customer’s response and acknowledge the response.
3. Transition the conversation toward gathering customer details.

GATHERING INFORMATION IN THE CUSTOMER PROFILE

In this part of the call, you must gather details from the customer to view their account.

1. Ask the customer for the customer details in the order listed on the screen.
a. Customer ID No.
b. Last, First name
c. OTP (One Time Pin)
2. Make sure you verify the spelling of all information back to the customer.
3. Feel free to probe for additional information from the customer. This will help you identify the right
solution or offering the right product for the customer’s inquiry.
4. Use the tool provided to you in gathering more information and continuing the conversation with the
customer.

REVIEWING THE CUSTOMER’S BILL

In this part of the call, you will review the customer’s billing information to determine the cause of the dispute
and inform them of the cause.

1. Review the information you see on the account sample. Determine the cause of the customer’s enquiry.
(Carefully review the account using the account sample provided)
2. Review the details of the customer’s current postpaid offer.
3. Inform the customer of their billing details.
4. Acknowledge and empathize with the customer. The customer is likely to be frustrated so you need to
use your communication skills to maintain rapport with them.

IMPORTANT NOTE:
• It is company policy of PseudoPrime Communications to validate the customer’s usage for
billing disputes. The company does not apply credits for valid charges.
• The company also charges $15 for every bill that is paid beyond the due date.
• The company offers direct debit options for customers every month. This allows them to set up
their account online to automatically deduct payments from their nominated credit card or bank
account. The customer can do this by going to the PseudoPrime Communications website and
using their registered email as their username.
• The company offers Payment Extension for overdue bills for a maximum of 2 weeks.
• The company allows agents to resend bill copies to the customer.
• The company normally processes orders for new services/installations for 3-5 days.

2
 5. When you are finished informing the customer about their billing enquiry, engage further and explore
what other services the customer can benefit from. Feel free to ask probing questions to get to know
your customer better. Note: It is PseudoPrime Communications’ standard procedure to check how we
can add more value for the customer by offering them our products.

Postpaid Plan: PseudoPrime Mobile Plan $135

Device: Samsung A7
Contract Term: Expires on March 20, 2021
Plan Details:
Unlimited Calls and SMS
Monthly Data Allowance: 20GB
Bonus Data: 6 GB
Excess Data Charge: charged at $10 per 10GB

Account Insights
Customer’s eligible to get Fixed Broadband Service with
nbn technology
Customer is also eligible to get a Samsung Tablet A for
$20/month and 10GB data

OFFERING SOLUTION

In this part of the call, you will use the available options below to resolve the customer’s issue.

1. Review the different PseudoPrime Communication offers in the table below. Be sure to note all
important information that will help in resolving the customer issue.
2. Determine what appropriate solution we can offer the customer based on his/her scenario.

Important Note: Be creative in offering a solution. Solution can be one of the following offers/options below
but you can think of other ways outside of this applicant guide so you can help the customer in managing their
usage. You must gain agreement before adding any product on the account.

PSEUDOPRIME COMMUNICATIONS LATEST OFFERS

Offer Name Pricing Bonuses/Inclusions

Unlimited Data + Home Phone Service

PSEUDOPrime Unlimited Local Calls from the Home Phone
Ultimate Broadband $90 Bonus Calls from the Home Phone to Australian
Numbers

PSEUDOPrime 100GB Data Allowance + Home Phone Service

Simplicity Unlimited Local Calls from the Home Phone
Broadband $70 Bonus Calls from the Home Phone to Australian
Numbers
3
 PSEUDOPrime Tablet Plan with 10 GB data
Mobility Broadband $29 Customers have the option to get a Tablet for $20/month
on top of the plan

CLOSING THE CALL

1. Once you have resolved the customer’s enquiry or offered them products, ask them if there’s
anything else you can do for them.
2. When the customer has confirmed that they don’t need anything else, recap the details of what
transpired in the call. Thank the customer and close the call.