← Freshworks
Freshworks role-play cheat sheet
For the mock cold call at the end of most SDR interviews.
What they sell, in one line
Software that helps IT teams and customer support teams handle requests, tickets and questions, with built-in AI.
Who you'd be calling
IT managers, Heads of IT, support directors and CX leaders at mid-sized companies
Your opener
“Hi Sam, this is Alex from Freshworks. I know I'm calling out of the blue. Do you have 30 seconds to hear why I called, and then you can tell me if it's worth continuing?”
Problems you solve for them
- Requests pile up in email and chat with no clear owner
- Support and IT teams are stretched and can't hire fast enough
- Old tools are expensive, heavy and slow to set up
Discovery questions to ask
- How do employees or customers send you requests today, and where do they end up?
- What slows your team down the most when a ticket comes in?
- If you could fix one thing in your help desk this year, what would it be?
Objections they'll throw at you
“I'm busy right now.”
→ Totally fair, I'll be quick. Would it be better if I called back tomorrow morning for a 10-minute chat?
“We're not interested.”
→ No problem, I'm not trying to push anything. Out of curiosity, is that because your current setup works well, or because it's not a priority right now?
“We already use something (like ServiceNow or Zendesk).”
→ That makes sense, a lot of teams I talk to do. Is there anything about it that feels too heavy, too costly or hard to change?
“Just send me an email.”
→ Happy to. So I send you something useful, what's the main thing your team struggles with right now?
Competitors worth knowing
ServiceNow, Zendesk, Jira Service Management
Interview tips for this company
- Learn the difference between the two sides: IT service management (employees) versus customer support (customers). Say which one you're pitching.
- Position Freshworks as simpler and faster to set up than big enterprise tools, and have one sentence ready on why that matters to a mid-sized team.
Written from public information about Freshworks to help you practice. Ask an insider what their role play looked like; it's the best prep there is.