LessonsUse cases
Sales & customer care
Practise discovering needs, handling objections and difficult situations with customers.
Selling and serving customers are both a series of decisions in a conversation: what to ask, how to react to an objection or a complaint, when to agree on the next step. People learn them by practising those decisions.
Teaching approach: Practise decisions. A realistic customer conversation where learners choose what to say and see how the customer reacts.
What the lesson looks like
| # | Card | What to write |
|---|---|---|
| 1 | Card — Meet the customer | Who they are, what they want and why you're talking — a sales call, a question or a complaint. |
| 2 | Quiz — How do you open the conversation? | Three options; each comment tells how the customer reacts. |
| 3 | Card — What you found out | What the customer revealed and the need behind it. |
| 4 | Quiz — The customer says: "It's too expensive." | Or gets upset. Consequences per option. |
| 5 | Card — How we handle it | The principle or your service standard, with a short example. |
| 6 | Quiz — Time to agree on the next step | Consequences per option. |
| 7 | Ordering — Steps of a customer conversation | Needs → value or solution → objections → next step. |
| 8 | Checklist — Before your next customer conversation | Open questions, the answer to the hardest objection, the next step. |
Quizzes use Comment per option: each comment describes what the customer does after that choice.
Tips
- Make wrong options what people really do: pitching too early, offering a discount, arguing, getting defensive.
- Write the customer's reaction, not a verdict — "The customer checks their watch" teaches more than "Wrong".
- Take cases from real calls or tickets (anonymised). People recognise them instantly.
- Show your own service standard, not a generic one.
- One lesson per skill (discovery, objections, closing, an upset customer) works better than one long lesson.