Practice · 3 scenarios · 10 min
Roleplay Scenarios
Three Suite workflow situations. Pick the response that protects the Dyer process and the RO trail.
1
The Vague Concern
Scenario: A customer says, "It makes a noise sometimes." The drive is busy and there are three cars waiting.
Pick your Suite write-up response:
Too vague. The tech cannot diagnose from that.
Correct. Busy drive or not, the complaint line has to be usable.
Not enough. Verbal context can help, but Suite must hold the record.
2
The MPI Is Back
Scenario: The MPI came back 11 minutes ago. Parts pricing is complete. You have not watched the video yet, but the customer is calling in.
Pick your response:
Risky. The customer may ask about something in the video you have not seen.
Correct. Protects responsiveness and accuracy.
Missed ownership. The customer is engaged right now.
3
Partial Approval
Scenario: The customer approves front brakes and brake fluid but declines rear brakes from the Better tier. You are about to move on to the next call.
Pick your Suite action:
Dangerous. The RO no longer matches approval.
Incomplete. Declined work should stay visible for follow-up.
Correct. Approved, declined, and notes all match the conversation.
Roleplays Complete
Three patterns: capture usable concerns, protect the MPI callback standard, and make Suite match the customer decision before moving on.