← Help Scout
Help Scout role-play cheat sheet
For the mock cold call at the end of most SDR interviews.
What they sell, in one line
Shared inbox and help desk software that helps support teams answer customers in a personal way.
Who you'd be calling
Heads of support, customer service managers, and founders at small and mid-size companies
Your opener
“Hi Sam, this is Alex from Help Scout. I'm calling support leaders to ask how they keep customer conversations organized as the team grows. Do you have a minute?”
Problems you solve for them
- Support emails get lost or answered twice in shared inboxes
- Customers get robotic, impersonal replies
- Managers can't see how fast or how well the team responds
Discovery questions to ask
- How does your team handle customer emails and questions today?
- How do you track response times and customer satisfaction?
- What happens when two people reply to the same customer, or a message gets missed?
Objections they'll throw at you
“I'm busy right now.”
→ No worries, I'll keep it short. Can we set a quick 10 minutes later this week?
“We're not interested.”
→ Fair enough. Are customers happy with your support right now, or is it just not the time to look?
“We already use a help desk.”
→ Good, then you know how it works. What do you like about it, and what would you improve?
“Send me an email.”
→ Sure thing. So I send something relevant, what's the biggest challenge your support team faces?
Competitors worth knowing
Zendesk, Freshdesk, Intercom, Front
Interview tips for this company
- Try the product or read its site. Help Scout is known for a human, friendly tone, so sound that way yourself.
- Prepare for a support leader who is a bit wary of sales calls. Be honest and respectful.
Written from public information about Help Scout to help you practice. Ask an insider what their role play looked like; it's the best prep there is.