CALL NERD: SAME QUESTION, THREE ANSWERS
Guide: https://callnerd.xyz/blog/staff-give-different-customer-answers/

Original fictional exercise material, not a validated employee assessment.
The rules below are invented. Adapt and approve rules for your own business
before using them as operational guidance. Three participants is a practical
starting group, not a statistical sample or required number.

FACILITATOR SETUP
Explain that the exercise looks for conflicting facts, sources, access and
authority. Choose comparable roles or record their different permissions.
Allow normal approved lookups. Share the same facts with each participant.
Collect independent answers before discussion. Keep the facilitator notes
below out of the initial participant handout.
For a real case, verify the answer with the policy owner first. If it cannot
be settled, label it unresolved; do not invent an answer key or take a vote.

PARTICIPANT RESPONSE SHEET -- repeat for each card
Card number:
Role and relevant permissions:
What I would tell the customer:
Source / version / record I checked:
What I may decide:
What needs approval and from whom:
What I would record or do next:
What remains unknown:

CARD 1: REQUEST OR BOOKING?
Customer: "I submitted the Saturday appointment form and got a reference
number. Can I tell my family it is booked?"
Facts: Status is "request received". A slot is reserved only at "confirmed".
Staff can check the request and arrange an update. They cannot reserve a
slot outside the booking process.

CARD 2: WHAT DOES THE PRICE INCLUDE?
Customer: "The projector hire is 40 for the day. Does that include a screen?"
Facts: Current approved price sheet says projector-only hire is 40 with its
power cable. A screen is separate; its price and availability need checking.
An old printed flyer says "presentation kit" without listing contents.

CARD 3: LATE COLLECTION
Customer: "You close at five. Can I collect the equipment at 4:55?"
Facts: Approved instructions require arrival by 4:30 for handover. Only the
duty supervisor can approve an exception. Front-desk staff can request it.
The customer has not yet been told the cut-off.

--- FACILITATOR NOTES: DISCUSS AFTER INDEPENDENT RESPONSES ---

1. A reference number does not confirm a slot. Check/progress the request
through the approved booking process. Promise only an update the team can
actually provide; do not invent a confirmed Saturday appointment.
Changed fact: status is now "confirmed". What changes in the answer?

2. The screen is separate. Do not invent its price or availability. Identify
the ambiguous flyer and assign its correction/withdrawal to an owner.
Changed fact: the order record shows the customer already paid for a screen.
What must be checked before explaining the order's inclusions?

3. Explain the collection cut-off and seek supervisor approval if wanted.
Do not promise an exception or say exceptions are impossible. If approval
cannot be obtained, make the uncertainty clear before the customer travels.
Changed fact: the supervisor has explicitly approved 4:55 collection.
What confirmation and record are now needed?

Equivalent wording is acceptable. Compare facts, conditions, authority and
next steps. The majority answer is not evidence that it is correct.

FINDINGS LOG -- repeat per material disagreement
Card/question:
Observed difference and participants' explanations:
Type: wording / source / access / authority / application / unresolved facts
Current source and owner:
Approved resolution, or unresolved decision:
What staff should say while waiting (if unresolved):
Change owner / due date:
Other affected sources or public pages:
Changed-fact retest and date:
Outcome: resolved / remains / cannot yet assess
Evidence and next action:

Keep findings focused on the process. A rehearsal does not establish overall
competence or prove customer outcomes. Review suitable later examples with
the team to see whether the corrected information is available and used.