In this scenario, you’ll handle a realistic inbound customer call from start to finish. Your goal is to build rapport, use active listening, and guide the conversation with the right mix of open, closed, and drill-down questions to uncover the customer’s true need.
You’ll practise capturing accurate contact and vehicle details, gaining GDPR consent where required, managing the booking process confidently, and responding professionally to common challenges such as uncertainty, reluctance to share information, cancellations, or time pressure.
Your performance is scored on listening quality, question choice, call control, accuracy of data capture, and how you close the call on a clear, positive note—while keeping the customer experience personal and sincere.