Identify Customer Needs Using AI-powered Simulations

Challenge

A Fortune100 technology company wanted to improve and scale their certification processes and mystery shopping evaluation process to uncover the strengths and weaknesses of their inbound sales team through performance-based assessment in authentic scenarios.  

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Solution

A simulation with a customer whose product wishes varied from one interaction to another. A real-time AI-powered assessment provided input to sales trainers on the performance of sales people across nine internal criteria. 
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‍Title: Customer Interaction Simulation

Testers: Overseas Inbound sales agents

Topic: Assisting potential buyers and trying to close a deal on a consumer device on the online marketplace

Duration: 25 minutes

Device: Desktop
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‍Scenario:

Who you are: Yourself, a sales support specialist, here to sell a product to a customer

Who you are meeting with: Rishi, a customer willing to buy a product

Your Mission: Discuss with the customer and help them find the best device for their needs, and close the deal.

Your Objectives: Test & improve sales skills and product knowledge

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Outcomes

• 82% found the Wonda experience useful in practicing their sales skills and getting instant feedback
• AI-powered reports uncovered that participants could improve on paraphrasing, verifying customer needs before moving on, and explicitly tying recommendations to customer needs or concerns.