Branching scenarioCompany name changed; no confidential company information
1:1 Coaching Branching Scenario
A branching scenario for sales supervisors. After a customer complaint, you review the evidence and then run a coaching 1:1 with a top-performing agent: 6 decisions, 5 endings.
- Audience
- Sales supervisors
- Structure
- Evidence review, diagnosis, 6 decisions, 5 endings
Try it
Sound on. Captions are on by default; turn them off with the CC button.- The skill
- Run a coaching 1:1 that finds the real cause and ends with a plan: an owner and a date for every step.
- How it works
- Review six pieces of evidence, choose a diagnosis, then make 6 decisions during the conversation.
- Length
- 10 to 15 minutes, voiced, with captions.
Objective
After a QA flag or customer complaint, run a coaching 1:1 that finds the real cause and ends with an action plan.
The scenario scores six behaviors:
- Open with the call and the purpose
- Let the evidence speak
- State the impact, ask about intent
- Keep outside pressure (a peer asking for a write-up) out of the conversation
- Ask the agent for solutions before offering yours
- Close with owners, dates and a check that the agent feels able to do it
Design decisions
Investigate before you talk
You review the QA flag, booking, customer email, numbers, training record and team chat first. The evidence points to pressure, not knowledge: every miss happened after 7 pm with a long queue.
Feedback through consequences
The agent's expression, voice and an openness meter react to each choice. A coach's note is available afterwards. Learners see the effect of their words before they are told why.
Realistic pushback
The agent defends herself the way real agents do: "I said there might be a fee." Weak options compare her with the team, which makes her more defensive.
Five endings, including a tempting one
Promising to move her to day shifts ends the meeting warmly but creates a commitment the supervisor can't keep, unless it is corrected at the close.
How I built it
- Mapped the target behaviors from the 1:1 skills in my retention course
- Drew the branch map, then wrote a slide-by-slide script
- Wrote the dialogue in short turns and checked each line against how agents actually talk
- Generated the character's five expressions with Canva AI (labeled as AI) and the voices in ElevenLabs
- Tested every path: all five endings and the end-of-scenario review
How I'd measure it
- In the courseWhich ending learners reach on the first attempt, and which decision most often leads to a weak ending.
- On the jobA QA re-check of the agent's calls two weeks after the 1:1, and whether supervisors' 1:1 notes include owners and dates.