Sarah – Test Instructions

Standard Test (Complete First)

Test as if you are a customer requesting a preliminary estimate for a wastewater treatment system or septic tank installation.

Allow Sarah to guide the conversation naturally and answer her questions as a genuine customer would.

Check that Sarah:

• Explains the process clearly.

• Asks one question at a time.

• Collects the information in a logical order.

• Adapts when you’ve already answered a question.

• Explains why additional information may be needed.

• Explains that the estimate is preliminary.

• Explains that the dealer will review the information, verify the project and prepare the final quotation.

• Remains friendly and conversational throughout.

Variation Tests

After completing the standard test, try one or more of the following:

• Residential installation.

• Commercial installation.

• New build.

• Existing septic tank replacement.

• You don’t know some of the answers.

• Change your mind during the conversation.

• Answer several questions at once.

• Interrupt Sarah while she is speaking.

• Ask why the questions are necessary.

• Ask how accurate the estimate is.

• Ask how the treatment system is selected.

• Ask what happens after the estimate is produced.

• Ask whether your information will be shared.

• Stop halfway through the conversation.

• Ask to speak to a person instead.

Record anything that sounds unnatural, repetitive or confusing.