Over-Delivering Service System · Practice Platform
What is the ODSS process?
1
Startup
Genuine gratitude at the door. Explain exactly what you're there to do before touching anything. Ask permission to share findings.
2
Discovery
Inspect first. Then bring the customer in. Show the problem physically. Explain in plain language with an analogy. Ask "does that make sense?" after every finding.
3
Show the Problem
Never tell when you can show. Let the customer see, touch, or experience the finding themselves. The problem should feel real before solutions are presented.
4
Solutions
Present Premium → Standard → Economy. Use "because" on every recommendation to connect it to a specific finding. Include membership in every option.
5
Comfort Commitment
Reinforce their decision. Outline exactly what happens next. Close with genuine gratitude — whether they said yes or not yet.
1
Choose your simulation type
Beginner
🎯
GUIDED
Multiple choice questions. Immediate feedback. 80% to pass each scenario.
Advanced
🤖
FULL SIM
Live AI roleplay. Open conversation. Scored on full ODSS process.