Sales conversation simulation
Six cases. Each one has a UnionBank side and a customer side. Pick a case, then open the side you have been assigned. Once you open one side, the other side locks for you.
The Full Wallet
Choose your side. Once you open one side of this case, the other side locks for you on this device.
The Credit Skeptic
Choose your side. Once you open one side of this case, the other side locks for you on this device.
The Household CFO
Choose your side. Once you open one side of this case, the other side locks for you on this device.
The Travel Optimizer
Choose your side. Once you open one side of this case, the other side locks for you on this device.
The Road Warrior
Choose your side. Once you open one side of this case, the other side locks for you on this device.
The Polite Freezer
Choose your side. Once you open one side of this case, the other side locks for you on this device.
The Full Wallet — UnionBank side
The situation
You are speaking with Denise Lim, a 42-year-old senior commercial manager based in Makati.
You know that Denise already has several credit cards from other banks. She has agreed to speak with you briefly about the UnionBank Rewards Visa Platinum, but she has given you no indication that she is actively looking for another card.
You are playing yourself as the UnionBank representative. There is no script you have to follow.
Your challenge
Denise’s immediate reaction is likely to be:
“I already have three cards. Honestly, I really don’t need another one.”
Your job is not simply to explain why the Rewards Visa Platinum is a good card.
Work out whether another card could add anything genuinely useful to the way Denise already spends, travels and manages her existing wallet.
You may decide that there is a meaningful fit. You may also discover that there is not.
What you know
Denise:
- is financially established;
- already has multiple cards;
- uses cards regularly;
- is not currently complaining about her existing banks;
- is busy and unlikely to tolerate a long generic product pitch.
You do not know what she uses each card for, what she likes about them, what frustrates her, or what would make another card worth considering.
Product information available to you
The UnionBank Rewards Visa Platinum currently includes:
- 1 Rewards Point for every ₱30 of eligible spend;
- 3X points on shopping and dining locally and abroad;
- points redeemable for cash credits and other rewards;
- a virtual credit card available upon approval;
- access and card management through UnionBank Online. UnionBank
Use only information you are confident is accurate. If Denise asks for a product detail you do not know, say that you would verify it rather than guessing.
Your objective
Have a useful conversation that allows both of you to decide whether the Rewards Visa Platinum deserves a place in Denise’s existing wallet.
A successful conversation does not require Denise to apply.
Behind the curtain
Not shown to you. The customer has information they will not volunteer: what they already use, what frustrates them, what they weigh when deciding, and what would change their mind. None of it appears in your brief. You only get it by asking good questions and listening to the answers.
The Full Wallet — Customer side
You are Denise Lim
You are 42 years old and work as a senior commercial manager for a multinational company in Makati.
You live with your spouse. You have no children. Your household income is comfortable and stable.
You are financially capable, organised and used to dealing with banks. You are not afraid of credit cards and you do not have a negative view of them.
You simply do not like owning financial products that do not earn their place.
Your current wallet
You currently have three credit cards from other banks.
Card 1 — Everyday card
This is the card you use most frequently for dining, shopping and general spending.
It earns rewards reasonably well and you are generally satisfied with it.
Card 2 — Travel card
You use this for overseas travel, airline purchases and some international spending.
It has good travel benefits, although the annual fee is significant.
Card 3 — Older backup card
You rarely use this card now, but you have had it for a long time and have never bothered to close it.
How you manage money
You normally pay your credit-card bills in full.
You understand roughly what your points and rewards are worth.
You are not interested in carrying balances simply because credit is available.
You travel regionally several times each year and eat out frequently for both work and personal reasons.
Your starting position
You are busy, polite and mildly sceptical.
Start with:
“I already have three cards. Honestly, I really don’t need another one.”
You mean this sincerely.
Your existing cards work reasonably well.
Behind the curtain
What you have not said yet
Your setup is not perfect.
Your everyday card’s rewards programme is more complicated to redeem than you would like.
Your travel card is useful, but you sometimes question whether its annual fee is worth what you actually get from it.
You also occasionally find yourself standing at a checkout wondering which card you are supposed to use for which type of purchase.
These are minor frustrations, not urgent problems.
Do not volunteer them immediately.
What matters to you
In order of importance:
1. A clear reason for another card to exist.
2. Simplicity.
3. Rewards that are actually easy to use.
4. Transparent fees and economics.
5. Useful travel or everyday benefits.
You are much less interested in status or the fact that a card is described as “premium.”
How to respond
If the UnionBank representative immediately lists points and features:
“Sure, but my current cards earn points too.”
If they tell you UnionBank is simply “better” than your current cards:
“I’m actually pretty happy with the banks I use.”
If they ask what you use each current card for, answer honestly.
If they ask what your existing cards already do well, explain that they are genuinely good cards.
If they ask what could be easier or what you would improve, gradually reveal the redemption complexity and wallet-management irritation.
If they accurately acknowledge that you may genuinely not need another card, become slightly more open.
Signs that your thinking is changing
If the conversation becomes relevant, you might ask:
“How easy is it actually to redeem the points?”
or:
“So if I moved some of my everyday spending onto this, what would really change?”
Do not suddenly become enthusiastic.
You are comparing.
When to say no
If the representative never establishes a meaningful advantage over your existing setup, remain with your current cards.
A respectful ending is completely acceptable.
The Credit Skeptic — UnionBank side
The situation
You are speaking with Mika Santos, a 29-year-old UX designer living in Pasig and working partly from BGC.
Mika is highly comfortable with digital payments but does not currently use a conventional credit card.
The possible proposition is the UnionBank U Visa Platinum.
Your challenge
Mika’s opening position is:
“Honestly, I don’t really like credit cards. Debit and GCash work fine for me.”
Do not assume that Mika lacks financial knowledge.
Your job is to understand what sits underneath that statement and whether there is any situation in her real life where a credit card could be genuinely useful.
What you know
Mika:
- uses digital payments frequently;
- has a regular professional income;
- shops online;
- uses debit and mobile wallets;
- is not currently looking for credit.
You do not know why she avoids credit cards.
Product information available to you
The UnionBank U Visa Platinum currently carries no credit-card annual membership fee for the primary card. UnionBank
Do not invent security guarantees, approval criteria, fraud protections or other product terms.
If Mika asks for information outside what you know, offer to verify it.
Your objective
Understand whether Mika’s resistance is about cost, debt, control, security, complexity or something else.
If there is a genuine use case, help her examine it.
If there is not, do not manufacture one.
Behind the curtain
Not shown to you. The customer has information they will not volunteer: what they already use, what frustrates them, what they weigh when deciding, and what would change their mind. None of it appears in your brief. You only get it by asking good questions and listening to the answers.
The Credit Skeptic — Customer side
You are Mika Santos
You are 29 years old and work as a UX designer.
You live in Pasig and normally work several days each week in BGC.
You are single and financially independent.
Your payment life
You are extremely comfortable with digital payments.
You regularly use:
- GCash;
- Maya;
- debit;
- QR payments;
- online banking.
You shop online frequently.
You take several domestic trips each year and normally one international holiday.
Your financial identity
You think of yourself as careful with money.
One of the reasons you like debit is simple:
“I know I’m spending money I already have.”
You associate credit cards with people accidentally getting themselves into debt.
You have friends who carry balances, and you do not want to become one of them.
Your starting position
Say:
“Honestly, I don’t really like credit cards. Debit and GCash work fine for me.”
You are not being difficult.
You genuinely believe that.
Behind the curtain
What you have not said yet
There are three things underneath your hesitation.
Control
You worry that having access to credit could subtly make you spend more.
Security
You have heard stories about fraudulent card transactions and data breaches.
Nothing serious has happened to you personally, but you are cautious.
Complexity
You do not want another due date, fee structure or financial account to remember.
There are also a few frustrations with your current setup.
You have encountered travel bookings where having a credit card would have been easier.
You sometimes dislike using your main debit account for online purchases.
You would not mind having a reliable backup payment method when travelling.
Do not volunteer all of that immediately.
What matters to you
1. Control.
2. Security.
3. Simplicity.
4. No unnecessary recurring costs.
5. A clear, limited use case.
Rewards are not high on the list.
How to respond
If the representative starts talking immediately about points or lifestyle benefits:
“Rewards aren’t really the issue for me.”
If they imply that people who use debit are missing out:
“I don’t feel like I’m missing anything.”
If they lecture you about building credit or financial responsibility, become cooler and give shorter answers.
If they ask what you like about debit and wallets, answer openly.
If they ask whether there are any situations where debit is less convenient, gradually reveal the travel and online-purchase issues.
If they suggest that you could use a card only for a narrow purpose rather than changing how you manage all of your spending, think about it.
Signs that your thinking is changing
You may ask:
“So I wouldn’t actually have to use it as my everyday card?”
or:
“Would there be any reason I couldn’t just keep it for travel and online purchases?”
You are now exploring a possible use case.
You have not agreed to apply.
When to say no
If the representative pressures you, makes you feel irresponsible for preferring debit, or cannot explain why a card is useful to you, decline.
You may also understand the proposition perfectly and still prefer not to use credit.
The Household CFO — UnionBank side
The situation
You are speaking with Carla Dizon, a 41-year-old HR manager living in Quezon City.
Carla already has one mainstream credit card.
The potential proposition is the UnionBank Cash Back Visa Platinum.
Your challenge
Carla’s reaction is:
“I already have a credit card. Another one is just another bill I have to manage.”
Your job is to determine whether the value created by the card would genuinely outweigh the additional hassle of managing another account.
Do not lead with “6% cashback.”
Understand how Carla actually spends first.
What you know
Carla:
- is married;
- has two school-age children;
- manages much of the household spending;
- already uses a credit card;
- is careful about household finances.
You do not know exactly where her monthly spending goes or whether cashback matters more to her than rewards points.
Product information available to you
Current UnionBank Cash Back Visa Platinum earning includes:
- 0.2% rebate on eligible retail purchases;
- up to 6% rebate on qualifying supermarket spend when the applicable conditions are met;
- up to 2% rebate on qualifying Meralco payments through UnionBank PayBill when the applicable conditions are met.
The enhanced supermarket and Meralco rebates currently require minimum qualifying out-of-store spend. UnionBank
Do not quote potential savings until you understand Carla’s actual spending.
Your objective
Help Carla work out whether the card would create meaningful household value.
If it would not, say so.
Behind the curtain
Not shown to you. The customer has information they will not volunteer: what they already use, what frustrates them, what they weigh when deciding, and what would change their mind. None of it appears in your brief. You only get it by asking good questions and listening to the answers.
The Household CFO — Customer side
You are Carla Dizon
You are 41 years old, married, and have two school-age children.
You work as an HR manager and live in Quezon City.
At home, you are effectively the family’s financial organiser.
Your spending life
A large part of the household budget goes toward:
- groceries;
- Meralco and other utilities;
- school-related costs;
- Grab;
- online household purchases;
- occasional family dining.
You currently use one general-purpose rewards credit card for many of these expenses.
Your money personality
You are careful, practical and organised.
You know roughly what the family spends each month.
You do not enjoy “optimising” ten different cards.
The idea of another statement and another due date is a genuine negative for you.
Your starting position
Say:
“I already have a credit card. Another one is just another bill I have to manage.”
Behind the curtain
What you have not said yet
Your current card is fine.
However, you have accumulated a lot of points over time and rarely remember to redeem them.
You suspect that a simpler, more visible benefit might suit you better.
You also spend enough on groceries and household costs that cashback could matter if the numbers are meaningful.
But you are not going to add another card to save a trivial amount.
What matters to you
1. Real household savings.
2. Simplicity.
3. Predictable billing.
4. Benefits that are easy to understand.
5. Enough value to justify another account.
Travel lounges and prestige do not interest you.
How to respond
If the representative immediately says:
“You can get 6% cashback.”
ask:
“Six percent on what exactly?”
If they make a big savings claim without asking about your spending:
“But you don’t actually know how much we spend.”
If they ask what most of your monthly card spending goes toward, give them useful information.
If they ask what happens to the rewards on your current card, admit that you rarely redeem them.
If they ask what another card would need to save you before it was worth the trouble, engage seriously.
Useful spending information
If genuinely asked, you can reveal that your household supermarket spending is often around ₱25,000–₱35,000 per month, although it varies.
Your Meralco bill is material enough that you notice it.
Do not lead with those numbers.
Signs that your thinking is changing
You might say:
“Okay. If most of the grocery spending we already do actually counts, that’s different.”
or:
“I’d want to see what that means over a normal year.”
When to say no
If the representative turns the conversation into a feature list or cannot make the economics concrete enough to outweigh the extra admin, stay with your current card.
The Travel Optimizer — UnionBank side
The situation
You are speaking with Bea Navarro, a 36-year-old regional executive who travels frequently around Asia.
Bea already has a premium travel credit card from another bank.
The potential proposition is the UnionBank Miles+ Visa Signature.
Your challenge
Bea says:
“I’ve already got a very good travel card. It earns miles and gives me lounge access.”
Take that statement seriously.
Her current card may genuinely be very good.
Your job is to understand what it already does well, what Bea values when she travels, and whether there is any reason for Miles+ to enter the conversation.
What you know
Bea:
- travels internationally several times per year;
- already understands travel-card benefits;
- has a strong incumbent card;
- is unlikely to be impressed by a generic list of miles, lounges and insurance.
Product information available to you
The UnionBank Miles+ Visa Signature is part of UnionBank’s current Miles+ programme and earns UB Miles on eligible transactions. Miles can be redeemed through supported frequent-flyer programmes, Pay with Points, annual membership-fee redemption and cash credits. UnionBank
The current published annual membership fee for Miles+ Visa Signature is ₱5,000. UnionBank
Use only product details you know to be current and accurate.
Your objective
Do not try to prove Bea’s existing card is bad.
Find out what determines whether a travel card earns its place in her wallet.
Then decide whether there is a credible reason to compare Miles+.
Behind the curtain
Not shown to you. The customer has information they will not volunteer: what they already use, what frustrates them, what they weigh when deciding, and what would change their mind. None of it appears in your brief. You only get it by asking good questions and listening to the answers.
The Travel Optimizer — Customer side
You are Bea Navarro
You are 36 years old and work as a regional executive for a consumer-goods company.
You live in Metro Manila.
Your job involves frequent regional travel.
Your travel pattern
You travel internationally around 8–10 times each year.
Common destinations include:
- Singapore;
- Bangkok;
- Tokyo;
- Hong Kong.
You normally book flights online and pay many travel expenses by card.
Your current wallet
You have two main credit cards.
Premium travel card
This is your primary travel card.
It earns miles, provides lounge benefits and has served you well for several years.
Cashback card
You use this mainly for everyday domestic spending.
Your financial behaviour
You normally pay your balance in full.
You know what FX fees are.
You understand that not all miles are worth the same amount.
You have compared cards before.
Your starting position
Say:
“I’ve already got a very good travel card. It earns miles and gives me lounge access.”
You mean it.
Do not pretend that your incumbent card is bad just to make the exercise easier.
Behind the curtain
What you have not said yet
There are a few annoyances.
Award availability and redemption can sometimes be frustrating.
The lounge package on your card is not quite as generous as it once felt.
The annual fee is substantial enough that you review it every year.
You also like having a reliable second card when overseas in case one issuer blocks a transaction.
None of these issues is urgent.
What matters to you
1. Overseas reliability.
2. Genuine value from miles.
3. Ease of redemption.
4. Lounge access you will actually use.
5. Annual-fee economics.
6. Travel protection and backup usefulness.
How to respond
If the representative lists travel features immediately:
“Yes. My current card already has most of those.”
If they attack your current card:
“It’s actually been an excellent card.”
If they ask what the existing card does especially well, answer positively.
If they acknowledge that your existing card may remain the better choice, respect their credibility.
If they ask where the current setup could be better, gradually reveal the redemption, annual-fee and backup-card considerations.
Signs that your thinking is changing
You start comparing specific criteria rather than defending the status quo.
You might ask:
“How flexible are the miles?”
or:
“What would I actually gain by using this as a second travel card?”
When to say no
If Miles+ does not create a credible additional benefit, stay with your current setup.
You do not have to switch simply because the conversation was good.
The Road Warrior — UnionBank side
The situation
You are speaking with Marco dela Cruz, a 44-year-old operations director who lives in Santa Rosa, Laguna and drives frequently into Metro Manila.
Marco already has credit cards.
The potential proposition is the UnionBank Shell Power Visa Platinum.
Your challenge
Marco says:
“I’m not getting another credit card just because I buy fuel.”
Do not assume that frequent driving automatically means the Shell Power card is a good fit.
Work out whether his actual automotive spending is high enough for the proposition to matter.
What you know
Marco:
- drives frequently;
- has two family vehicles;
- already has a general cashback card;
- dislikes unnecessary financial products;
- is likely to challenge vague claims.
Product information available to you
The current UnionBank Shell Power Visa Platinum proposition includes:
- 5% rebate on Shell fuel purchases;
- 5% rebate on Autosweep RFID and Easytrip toll-load purchases;
- 5% rebate on qualifying auto repairs, accessories and services;
- annual rebate cap of ₱15,000;
- 24/7 emergency roadside assistance. UnionBank
Use current approved terms when explaining any rebate.
Your objective
Understand Marco’s real driving and automotive expenditure.
Help him determine whether the card would create enough value to justify managing another account.
Do not do the maths for an imaginary customer.
Behind the curtain
Not shown to you. The customer has information they will not volunteer: what they already use, what frustrates them, what they weigh when deciding, and what would change their mind. None of it appears in your brief. You only get it by asking good questions and listening to the answers.
The Road Warrior — Customer side
You are Marco dela Cruz
You are 44 years old, married and have two teenage children.
You work as an operations director.
You live in Santa Rosa, Laguna and travel into Metro Manila several days each week.
Your driving life
Your household has two vehicles.
Between commuting, school runs, family use and weekend driving, your household spends a meaningful amount on:
- fuel;
- Autosweep and Easytrip;
- maintenance;
- tyres;
- servicing and repairs.
Your current wallet
You have:
- one general cashback credit card;
- one no-fee backup card.
You are reasonably satisfied with both.
Your personality
You are practical, analytical and somewhat impatient with marketing.
Your favourite question is essentially:
“What does that actually save me?”
Your starting position
Say:
“I’m not getting another credit card just because I buy fuel.”
Behind the curtain
What you have not said yet
Your household automotive spending is high enough that a specialist proposition might be meaningful.
But another card creates real cost for you:
- another bill;
- another app or statement;
- another product to monitor.
You want the economics to justify the hassle.
What matters to you
1. Net annual savings.
2. Exactly which transactions qualify.
3. Caps and conditions.
4. Ease of use.
5. Whether another card is worth remembering.
How to respond
If the representative says:
“You’ll get 5% back.”
ask:
“Five percent on what exactly?”
Then:
“How much do you think I actually spend there?”
Do not let them invent your spending for you.
If they ask useful questions about fuel, tolls and maintenance, gradually provide information.
Spending information
If asked directly and credibly:
Your household often spends approximately ₱12,000–₱16,000 per month on fuel, although it varies.
You also load toll accounts regularly and have periodic maintenance and repair expenses.
Do not volunteer all of these numbers at the beginning.
Signs that your thinking is changing
A strong conversation gets you to say:
“Okay, let’s actually calculate that.”
or:
“If the numbers really come out that way over a year, then I’d consider it.”
When to say no
If the value is not meaningful after considering the restrictions and hassle, decline.
You are buying economics, not a fuel-card story.
The Polite Freezer — UnionBank side
The situation
You are speaking with Ramon Villanueva, a 47-year-old small-business owner living in Quezon City.
Ramon already has two credit cards and shops at S&R regularly.
The potential proposition is the UnionBank S&R Visa Platinum.
Your challenge
Ramon already has cashback cards.
At some point in the conversation he is likely to say:
“Okay, just send me all the details. I’ll compare everything later.”
Do not automatically interpret that as either interest or rejection.
Work out what Ramon still needs in order to make a sensible decision.
What you know
Ramon:
- already has credit cards;
- is an S&R shopper;
- likes researching financial decisions;
- already receives some cashback from his current cards.
You do not know how frequently he shops at S&R, how much he spends there, or what he is actually trying to compare.
Product information available to you
The current UnionBank S&R Visa Platinum includes:
- 3% rebates on S&R spend;
- 1% rebate on dining and shopping;
- 0.5% rebate on other eligible spend;
- automatic S&R membership renewal;
- no credit-card annual membership fee. UnionBank
Your objective
Understand whether the S&R proposition is genuinely relevant.
If Ramon asks to “see the details,” determine whether he:
- has finished the conversation;
- needs one specific fact;
- or has become uncertain because he now has too many things to compare.
Help him reach an appropriate next step without creating more noise.
Behind the curtain
Not shown to you. The customer has information they will not volunteer: what they already use, what frustrates them, what they weigh when deciding, and what would change their mind. None of it appears in your brief. You only get it by asking good questions and listening to the answers.
The Polite Freezer — Customer side
You are Ramon Villanueva
You are 47 years old, married and have two teenage children.
You own a small professional-services business and live in Quezon City.
You are financially comfortable but value-conscious.
Your shopping life
Your household shops at S&R roughly every three weeks.
Some trips are relatively small; others involve substantial bulk purchases for the household.
You genuinely like S&R and intend to remain a member.
Your current wallet
You have two cards.
General cashback card
You use this for a lot of everyday spending.
Travel/rewards card
You use this when travelling and for selected purchases.
You do not feel that either card is bad.
Your decision style
You research purchases carefully.
You read comparison articles.
You like having all the information before making a decision.
The downside is that you sometimes keep researching long after you have enough information to decide.
Your starting position
Early in the conversation say:
“I already have cashback cards.”
You are willing to hear a concise explanation, but you are not searching for another card.
Behind the curtain
What you have not said yet
The S&R rebate is potentially relevant because your household spends there regularly.
You also like the idea of not having to think about S&R membership renewal.
But adding a third card means another account to manage.
As more features and options appear, you become increasingly unsure which factor should decide the choice.
What matters to you
1. Actual S&R savings.
2. Comparison with your existing cashback.
3. Whether the benefit is large enough to justify another card.
4. Simplicity.
5. Confidence that you are choosing the most sensible option.
How to respond
If the representative gives you a long catalogue of features, become less decisive.
Say:
“Okay. Just send me all the information and I’ll look at it.”
If they introduce other UnionBank card options as well:
“Yeah, now I’d definitely need to compare all of this.”
If they simply accept your request and finish, let the conversation end.
If they politely ask what you actually need to compare, engage.
If they identify the two or three criteria that appear to matter most and summarize them accurately, say:
“Yes. That’s basically what I’m trying to work out.”
Important distinction
You are not using “send me the details” as a scripted objection.
Sometimes you genuinely want a specific fact.
Sometimes you want to end the call politely.
Sometimes you are interested but uncertain.
Let your response depend on the conversation.
Signs that your thinking is changing
You might say:
“If S&R spending is really the main advantage, then that’s the number I need to compare against what I get now.”
or:
“Okay. If we just compare those two things, this is much easier.”
When to say no
If the representative overwhelms you, pressures you to decide, or never demonstrates enough incremental value, stay with your existing cards.
A clean decision not to proceed is acceptable.