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Roleplay
Sales
Renewal at Risk: The Unhappy Customer
A key customer is unhappy and the renewal is weeks away. Practice the conversation that rebuilds trust and saves the account.
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Summary
Renewals are won or lost long before the contract date — and this customer is unhappy. This roleplay tests whether you can handle a frustrated customer with real grievances: listening without getting defensive, owning what went wrong, and rebuilding enough trust to save a renewal that's genuinely at risk. Retention is revenue, and this is the conversation that protects it.
What you’ll learn
Handle a frustrated customer without getting defensive
Own what went wrong while steering toward a path forward
Rebuild trust with an account that's ready to churn
Save a renewal that's genuinely at risk
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