← Route
Route role-play cheat sheet
For the mock cold call at the end of most SDR interviews.
What they sell, in one line
Software that lets online stores offer package protection, easy returns and order tracking after checkout.
Who you'd be calling
Ecommerce managers, heads of CX or operations, founders at small and mid-size online brands (often on Shopify)
Your opener
“Hi Sam, this is Alex from Route. I know I'm calling out of the blue, so can I take 30 seconds to tell you why I called and let you decide if it's worth continuing?”
Problems you solve for them
- Lost, stolen or damaged packages mean refunds and angry customers
- Returns are slow, manual and cost the brand repeat sales
- Customers keep emailing 'where is my order?'
Discovery questions to ask
- What happens today when a customer says their package never arrived?
- How do you handle returns right now, and how much time does your team spend on them?
- How many 'where is my order?' tickets do you get in a normal week?
Objections they'll throw at you
“I'm busy right now.”
→ Totally fair, I'll be quick. Could we grab 10 minutes later this week, or is another day better for you?
“Not interested.”
→ No problem, most people say that before they know what I do. Out of curiosity, who handles lost or damaged orders for you today?
“We already use something for tracking and returns.”
→ Good, so you already care about the post-purchase experience. How well does it cover protection and returns together, or are those separate tools?
“Just send me an email.”
→ Happy to. So I send you something useful, what's your biggest headache after the customer clicks buy? Then I'll tailor it.
Competitors worth knowing
AfterShip, Narvar, Loop Returns, Corso
Interview tips for this company
- Use Route's own words: 'post-purchase experience'. Say it naturally in your pitch.
- Know the basics of Shopify stores and how a customer's order moves from checkout to delivery. That's the world your buyer lives in.
Written from public information about Route to help you practice. Ask an insider what their role play looked like; it's the best prep there is.