Simulation Details

# Simulation Overview

## Company Overview
NexLogix is a leading logistics company known for its innovative supply chain and customer service solutions. Handling over 10,000 customer interactions daily, NexLogix maintains an impressive average response time of 1 minute and 45 seconds and a customer satisfaction score of 92%. However, recent challenges, including the launch of the “EcoFreight” product line and a merger with TransGlobal Logistics, have increased customer inquiries by 25% and added 5,000 new customers. Budget cuts and feedback on the usability of new technology platforms have further strained their resources. NexLogix is exploring AI-driven chatbots and automated ticketing systems to streamline customer interactions and maintain their competitive edge.

## Challenge
Your main challenge is to revive a stalled deal with Priya Kapoor, the Director of Customer Support at NexLogix. Initially interested in a customer interaction platform designed to handle up to 15,000 interactions daily, Priya’s interest waned due to budget cuts, usability concerns, and integration issues with existing systems like Salesforce CRM and Zendesk. Your task is to uncover Priya’s specific concerns and present tailored solutions to reignite her interest in the platform.

## Mission
As a Sales Representative, your mission is to engage in a one-on-one conversation with Priya Kapoor to uncover the reasons behind her loss of interest in the customer interaction platform. You will need to employ active listening and handle objections skillfully. Your actions include:
1. Uncovering Concerns: Ask probing questions to understand Priya’s concerns about the platform’s features, budget constraints, or changes in company priorities.
2. Presenting Tailored Solutions: Propose solutions that align with Priya’s needs and priorities to reignite her interest in the platform.

You will report to Marcus Thompson, the Senior Sales Manager, who will provide feedback and guidance throughout the process.

## Expected Outcomes
To complete the simulation successfully, you need to:
– Uncover Priya Kapoor’s specific concerns.
– Present viable solutions addressing those concerns.
– Secure Priya’s renewed interest in the customer interaction platform.

Once you have completed these tasks, save your findings and proposed solutions in a PDF or DOCX document and send it to your manager for review.

Team

Who you will work with in this Simulation
Your team is 100% generated by AI – you will not interact with real people and no human will read your conversation.

Priya Kapoor
Director of Customer Support

Marcus Thompson
Senior Sales Manager

Organization

A prominent logistics company known for its innovative supply chain and customer service solutions.