Testing Scenarios for Debt Advisor Demo

Scenario 1. Tom

Tom is basically a well motivated student. He let himself get behind in his payments to the University but he is honest and he posted a cheque to the Unversity as soon as he was able. Unfortunately the University issued the warning letter before Tom's cheque was logged in. Having gone to some pains to get the money together he now feels a bit indignant. He wants to let the University know he has paid (so that he is not chased any further), ut he has gone from feeling guilty to gaining the moral high ground(so he feels) and he wants to let off steam. In playing the role of Tom we suggest that the do not let rip with a torrent of abuse initially, but to test Adam's response to abuse behaviour (modelled on the policies of counter staff) have a second go and swear at him.

Tom's is one of the two most common reasons for students to call the helpline. The second reason is misunderstanding the consequences of withdrawing part way through a course.

Now speak to Adam >> Student Debt Advisor

Scenario 2. Dick

Dick is in the first year of a three year course. Dick is just trying it on. He's bought a mobile phone with a contract costing 500 and he has realised he is running out of money. Real students have informed us in informal focus groups that many of their friends have a very short term outlook and will use any excuse to avoid paying - even if they gain only a few days and face more severe consequences at the end of the period. At some point you may be asked if Dick is a Home Student, you can assume he does not know the answer, but can say that he is from Scotland. When playing this role the most common starting strategy is to keep making blanket statements that you haven't got the money. You could then try to cook up some plausible excuses to buy time. Eventually, when Adam leaves you no option, you can admit that you are able to pay a third, having checked this Adam will ask some further questions before offering you the option of paying a third now and the rest in installments.

Now speak to Adam >> Student Debt Advisor

Scenario 3. Harriet.

Students today do not receive grants to cover their living expenses, instead they are allowed to borrow money from the Student Loan Company (SLC) which they pay back at a favourable rate of interest when they get a job and exceed a certain wage threshold. Harriet is a very confused person lacking in confidence, she can rule out the paid already and withdrawn options, but lacks confidence and is intimidated by the next level of questions. To play Harriet's role you must keep asking for help / pleading ignorance until Adam leads you through a sequence of yes/no questions. She should now remember that she has completed the assessment process and applied for the loan some time ago (e.g. 6 months).

Now speak to Adam >> Student Debt Advisor