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Scenario studio
Build a practice scenario against the rubric your company already grades on. Decide what the customer is hiding, and which question earns it. Nothing here is a release.
Scenario bank
1 · What is this, and how is it graded
2 · Who they are
Written to the customer, in second person. This is the persona's whole sense of self — the rep never sees it.
3 · What they're hiding
A hidden fact is only revealed when the rep asks the question you name. Say nothing, learn nothing.
4 · What a complete solution looks like
Tick what each recommendation depends on. A rep who pitches it without earning those is product-pushing, and the scorecard will say so. Leave this section empty and the scenario is scored on discovery alone.
Integrity check