Product Certification

Who it's for

Anyone who must speak accurately about the product to customers: sales, support, success, channel partners and product marketing, assigned by an enablement lead.

Output

• A scored report after every room, with the moment that earned each score and one recommended focus, and every product claim checked against the manual in four rooms
• A trajectory across every attempt, with Product Knowledge Drill retaken after every release and Test your knowledge retaken once a quarter
• For the facilitator, a Ren summary of each participant, a team report, and the evidence for the certification decision
• Scored against published frameworks: the Service Recovery Paradox and a Structured Recovery Arc for Customer Complaint; the other four simulations score against their own published rubrics

Program contents

1. Command of the product · Product fluency · Test your knowledge · Product Knowledge Drill
2. Showing the product · Handling objections · Product Demo · Objection Handling
3. Service recovery · Customer Complaint

How the program works

A three-week program for anyone who has to speak accurately about the product to a customer, assigned by an enablement lead or a facilitator, built on Renatus. Five simulation rooms · Three weeks, one or two rooms a week · Unlimited attempts · Ongoing thereafter.

The rooms

Why this program exists

Anyone who has to speak accurately about the product answers a customer who has read the competitor's brochure, asks what happens when it breaks, and does not wait for the follow-up to be asked twice. A quiz tests recall. A customer tests explanation, comparison, limits and the question the quiz never thought to ask. This program prepares them through simulation. Ren builds each scene from the participant's role and the organisation's own product material, and plays every person in it: the sceptical prospect, the demo audience with priorities they have not named, the buyer weighing objections, and the customer who is already angry when the call starts.

What you'll achieve

1. Rehearsal of every customer-facing moment, as often as they want it: the sceptical prospect, the demo audience with unstated priorities, the objection in a row, and the customer who arrives angry
2. A scored report after every room: each dimension with the moment that earned its score, what worked, strengths, development areas, blind spots where the evidence shows them, and one recommended focus
3. Every product claim they made, checked against the manual and marked, in the rooms that read it
4. Unlimited attempts at every room, each a different scene calibrated to their current tenure or role, scored on the same dimensions and charted against every attempt before it

At a glance

Who it's for

Anyone who has to speak accurately about the product to a customer: sales reps, support and success staff, channel partners, solutions people, and new product marketers. It is assigned by an enablement lead, a product marketing lead or a facilitator, and the manager's lines in this guide are for whoever that is. It assumes a product manual exists, or at least a document that says what the product does, what it costs and what it does not do; the program is only as accurate as that document. It rehearses the explanation the manual is applied with, and scores it the same way every time.

Cadence

3 weeks

1

Command of the product · Product fluency · Test your knowledge · Product Knowledge Drill · Read Factual Accuracy and Handling the Unknown; read Accuracy and the claims list

2

Showing the product · Handling objections · Product Demo · Objection Handling · Read Priority Discovery and Honesty on 'Can It Do X?'; read Explore Before Responding and Response Truthfulness

3

Service recovery · Customer Complaint · Read De-escalation and Judgement; read the team report; make the certification decision

Session by session