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Crack the Case:

Which Foldable Fits the Lifestyle?

September Team Training

Objective: Welcome the team to training, introduce activity and explain how to play, help them understand how this will help them.

Key Points:

Welcome everyone to the session
Introduce yourself and why you’re here

Trainer Say: Welcome everyone to this months Samsung training designed to help us identify the right phone for the right customer, if you haven’t met me before my name is (Insert name) and I’m super excited for everyone to support me in solving a mystery that has landed in store!

Often times finding the solution to a customers problem can feel like untangling a web, they can come into store with varying degrees of knowledge and understanding of the devices we sell, and don’t even know where to start.

It’s often then our job to find little pieces of information and context clues through conversation and then combine that with our product knowledge to help us find the right solution for them… just like solving a case!

In just a moment I will be showing you a few different mysteries to solve. This session will help us understand the importance of the little clues customers provide us during discovery to identify quickly what device might be great for them and move into the recommendation phase without wasting time overwhelming ourselves and the customer trying to recall every product at once.

Activity Guide

Activity Name - Crack the Case: Someone mysterious has handed you 4 different devices along with clues to identify who they belong to, can you solve the case and return the phones to their rightful owners?

How to Play:

There are 4 cases in total with 3 clues in each
There are 4 different devices, with each 1 being the answer to a different case
The clues are all related to what kind of phone that person might use.
Use the clues from each case to discover which phone belongs to which case file.
The first clue will be objects and items that are related to that person.
The second clue is a music playlist someone with this device might listen too
The last clue is the users most recent apps.

Devices:

Z Flip8
Z Fold 8 Ultra
Z Fold 8
S26 Ultra

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What’s in my

bag?

One spare pocket left...

What goes in?

Spotify

Wrapped

Case File 001

Clue #1

Recently Used Apps

Clue #2

Clue #3

Objective: To help the team connect a customers on the go lifestyle with clues about a device that can capture all their best moments with POCKETABILITY.

Key Points:

Focus on connecting device features to lifestyle clues
Facilitate discussion and help the team find the answers themselves
Provide answers where team confidence isn’t high
Give hints for each clue

Trainer Say: Let’s take a look at our first case file and remember while identifying the right device make sure to also connect it to lifestyle clues!

Very interesting, we can see the first clue is showing us what is inside this customers handbag. Looks like there’s not a lot of room in there…

The second clue is their Spotify wrapped, looks like this customers been keeping up with what’s trending…

The last clue is their most recently used apps, seems like they’re using a lot of apps that use the camera...

Question #1: What Samsung device do you think belongs to this customer?

*Wait for answers and acknowledge*

Question #2: From the clues you have been provided, how do you think the device you chose can benefit this customer?

Example Answer: The Z Flip8 because they need a device that fits in their bag and still take great photos at the Coldplay concert to share on TikTok.

*Wait for answers and acknowledge*

Trainer Say: Alright great work everyone, let’s move onto the next case.

Trainer Tips: Help your team connect the features to the lifestyle, not just which device is best.

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Spotify

Wrapped

Case File 002

Clue #1

Clue #2

Clue #3

What’s on my

desk?

You left your laptop in the office... What helps you get work done?

Recently Used Apps

Objective: To help the team connect a customer’s productivity and lifestyle clues to a device and suggest ways the device could help them stay productive with MULTITASKING when away from their usual workspace.

Key Points:

Focus on connecting device features to the customer’s productivity needs
Facilitate discussion and help the team find the answers themselves
Provide answers where team confidence isn’t high
Give hints for each clue

Trainer Say: Let’s take a look at our second case file

Interesting, our first clue gives us a look at what’s on this customer’s desk. We can see a laptop, calendar, passport and a few other things that might tell us a little about how they spend their time. But there’s also an important question here... if they left their laptop in the office, what could help them get work done?

The second clue is their Spotify Wrapped. Looks like there’s a bit of a theme here with Workday Lounge, Power Hour and Deep Focus... sounds like someone who likes to stay focused and productive.

Our last clue is their recently used apps. We can see apps like Microsoft emails, Teams, Gemini, Samsung Notes and Calendar. It definitely looks like this customer is regularly working, communicating and organising things across multiple apps.

Question #1: What Samsung device do you think belongs to this customer?

*Wait for answers and acknowledge*

Question #2: From the clues you have been provided, how do you think the device you chose can benefit this customer?

Example Answer: The Z Fold8 Ultra because this customer regularly works across apps like Teams, Notes and Calendar, so the large display and multitasking capabilities could help them stay productive when they don’t have their laptop with them.

*Wait for answers and acknowledge*

Trainer Say: Alright, great detective work everyone! We’ve solved another one, let’s move onto our next case.

Trainer Tips: Help your team look beyond just saying this customer is “busy” or “works a lot.” Encourage them to connect specific clues, like the apps they use and being away from their laptop, to how the device could make getting work done easier.

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Spotify

Wrapped

Case File 003

Clue #1

Clue #2

Clue #3

Recently Used Apps

It’s movie night…

What are you watching first?

What’s in my

room?

Objective: To help the team connect a customer’s entertainment and lifestyle clues to a device and suggest ways the device could create a better VIEWING experience.

Key Points:

Focus on connecting device features to entertainment and viewing clues
Facilitate discussion and help the team find the answers themselves
Provide answers where team confidence isn’t high
Give hints for each clue

Trainer Say: Let’s take a look at our third case file, and remember to look at all three clues before locking in your answer!

Our first clue gives us a look inside this customer’s room. We can see books, Buds, popcorn and what looks like a movie playing on a projector... I think it’s safe to say this customer enjoys sitting back and getting stuck into their favourite content.

The second clue is their Spotify Wrapped. We’ve got Podcast Picks, Chill Hits, Iconic Soundtracks and Lo-Fi Chill. Looks like they’re spending a lot of time looking for ways to relax and unwind.

And our final clue is their recently used apps. Netflix, Disney+, Prime Video, Kindle and YouTube... I think we’ve found someone who definitely enjoys their content!

Question #1: What Samsung device do you think belongs to this customer?

*Wait for answers and acknowledge*

Question #2: From the clues you have been provided, how do you think the device you chose can benefit this customer?

Example Answer: The Z Fold8 because this customer spends a lot of time watching, reading and listening to content, so the large folding display gives them a more immersive way to enjoy movies, YouTube and e-books while still having a phone they can take with them.

*Wait for answers and acknowledge*

Trainer Say: Great work everyone, another case solved! Let’s see if we can keep the streak going with our final case.

Trainer Tips: If your team gets stuck, draw their attention to the variety of content rather than just Netflix. This customer watches movies and videos, reads on Kindle and listens to podcasts and music, so encourage the team to think about which device could elevate their overall content experience.

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Spotify

Wrapped

Case File 004

Clue #1

Clue #2

Clue #3

Recently Used Apps

What’s on their schedule?

A full day ahead…

What can handle it all?

Objective: To help the team connect a customer’s busy lifestyle, performance and everyday-use clues to a device and suggest how the device could keep up across their whole day.

Key Points:

Focus on the variety of things this customer does throughout their day
Encourage the team to connect performance and versatility to the clues
Facilitate discussion and help the team find the answers themselves
Provide answers where team confidence isn’t high
Give hints for each clue

Trainer Say: We’ve made it to our final case file! Remember, there’s only one device left, but that doesn’t mean the case is solved just yet. We still need to work out why this device suits our customer.

Our first clue gives us a look at their schedule, and it looks like there’s a lot going on! We can see everything from keeping organised and exercising, through to photography and gaming. The question here is what device can keep up with all of it?

The second clue is their Spotify Wrapped. We’ve got Feel Good Driving Mix, Mood Booster, Chill Mode and Workout Beats. It looks like this customer is constantly moving between different parts of their day and wants their entertainment to come along with them.

And our final clue is their recently used apps. We can see gaming, Gemini, Camera, Gallery and Calendar. That gives us another pretty big hint that this customer wants a device that can handle a bit of everything.

Question #1: What Samsung device do you think belongs to this customer?

*Wait for answers and acknowledge*

Question #2: From the clues you have been provided, how do you think the device you chose can benefit this customer?

*Wait for answers and acknowledge*

Example Answer: The S26 Ultra because this customer wants a device that can keep up with everything they do, from staying organised and using Galaxy AI, through to photography, gaming and entertainment throughout their day.

*Wait for answers and acknowledge*

Trainer Say: Case closed! Great work everyone. We’ve managed to return all four devices to their rightful owners, but more importantly we’ve used the clues each customer gave us to understand WHY each device could be right for them.

Trainer Tips: As this is the final case, the team may identify the S26 Ultra through process of elimination. That’s okay, but don’t stop there! Ask them to explain WHY it suits the customer. Encourage them to use multiple clues to build their recommendation rather than simply saying it’s the device that can “do everything”

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Case 001

Galaxy Z Flip8

The Clues

A small bag and everyday essentials suggest someone who values travelling light.
Camera and social media apps suggest someone who loves capturing and sharing moments, making features like FlexCam and hands free selfies a natural fit.
The challenge "One spare pocket left…" reinforces that portability matters.

Keep an eye out for customers who value portability, convenience and style, not just fashion lovers.

Case 002

Galaxy Z Fold8 Ultra

Time for the reveal!

Four lifestyles.

Four Galaxy experiences.

Devices built around how customers live.

Why?

Pocketability!

Why?

Multitasking!

Case

Closed

The Clues

A workspace setup with a laptop, notebook and calendar suggests someone who is always balancing multiple tasks.
Focus playlists reinforce a productivity-first lifestyle.
Apps like Teams, Samsung Notes, Calendar and Gemini are a dead giveaway that they need to manage multiple tasks efficiently.

Keep an eye out for professionals, students, business owners or anyone who says they want to work more efficiently without carrying multiple devices.

Objective:

Reveal the devices from Case Files 001 and 002, reinforce how the clues connect to each customer, and share how using the same approach can make everyday customer conversations easier in store.

Key Points:

Reveal Z Flip8 for Case 001 and Z Fold8 Ultra for Case 002
Connect the clues back to Pocketability and Multitasking
Share how listening for small lifestyle clues can make recommendations easier
Reinforce that customers don't need to use product or feature language for us to identify an opportunity
Encourage the team to use the same approach in their own customer conversations

Trainer Say:

Time for the reveal! Let’s see how we went with our first two cases.

Case 001 was the Galaxy Z Flip8 with Pocketability being one of the biggest clues. We had a customer with a pretty full bag, who loves capturing and sharing moments and is regularly using camera and social apps. When we put those clues together, the Flip8 starts to make a lot of sense for how they live.

One thing I’ve learnt from being an Elite is that customers probably aren’t going to come in and say, “I need a phone with better pocketability.” They might just tell us they hate carrying a big phone, show us the tiny bag they use or mention they want something easier to take out with them. Those little comments can be our clue to explore something like Flip.

Case 002 was the Galaxy Z Fold8 Ultra, where Multitasking was the big opportunity. We saw Teams, Samsung Notes, Calendar and Gemini, along with someone who clearly likes to stay productive. Rather than waiting for a customer to tell us they need multitasking, we might hear things like “I’m constantly jumping between apps,” “I do heaps from my phone,” or “I don't always want to carry my laptop.”

That’s where I think this approach can really help us in our store, we already hear these clues every day, for me it’s about recognising what they might be telling us and using our product knowledge to connect them to something useful.

And remember, we don't have to get the perfect recommendation from one clue. Ask another question, find another clue and build the customer story from there.

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Time for the reveal!

Four lifestyles.

Four Galaxy experiences.

Devices built around how customers live.

Case

Closed

Case 003

Galaxy Z Fold8

Case 004

Galaxy S26 Ultra

Why?

Viewing!

Why?

Everyday Versatility!

The Clues

A busy daily schedule, note-taking and planning suggest someone who needs one device to stay organised. The inclusion of handwritten notes hints at the built-in S Pen for capturing ideas whenever inspiration strikes.
A mix of lifestyle playlists reflects someone whose day constantly shifts between work, hobbies and downtime.
Apps like Camera, Gallery, Calendar and Gemini suggest they value capturing memories, staying organised and using Galaxy AI to simplify everyday tasks.

Keep an eye out for customers looking for a premium and all-rounder smartphone that can confidently handle work, creativity and entertainment

The Clues

A room set up for relaxing, with books, popcorn and headphones, suggests someone who enjoys winding down with content.
Entertainment playlists reinforce a lifestyle centred around movies, music and reading.
Apps like Netflix, Disney+, Prime Video and YouTube are a dead giveaway that immersive viewing is their priority.

Keep an eye out for commuters, travellers, readers or anyone who says they spend a lot of time watching videos or streaming content on their phone.

Objective:

Reveal the devices from Case Files 003 and 004, reinforce the customer clues that led to each recommendation, and help the team apply the same discovery mindset in their own customer conversations.

Key Points:

Reveal Z Fold8 for Case 003 and S26 Ultra for Case 004
Connect the clues back to Viewing and Everyday Versatility
Reinforce that different customers can value very different experiences
Share examples of the everyday language customers might use in store
Encourage the team to listen for clues rather than waiting for customers to name a feature or device

Trainer Say: And here are our final two devices!

Case 003 was the Galaxy Z Fold8, with Viewing being the big opportunity. Almost everything we learnt about this customer pointed towards content, they watch Netflix and YouTube, read on Kindle, listen to podcasts and clearly enjoy switching off with their entertainment.

From my experience as an Elite, customers probably won't tell us “I want a better viewing experience.” Instead, we might hear “I watch heaps of Netflix on my phone,” “I read on the train,” or “I wish my screen was bigger.” Those are the clues that can give us an opportunity to introduce something like Fold and actually show them the difference.

And lastly, Case 004 was the Galaxy S26 Ultra, with Everyday Versatility being the key. This customer doesn't have one standout need, they're taking photos, gaming, staying organised, using Galaxy AI and moving between work and downtime throughout their day.

In store, that could be the customer who tells us “I just want the best all-rounder,” “I need something that'll last me,” or starts listing five completely different things they use their phone for. Sometimes the clue is that there isn't just one clue.

That's something I've learnt as an Elite that I think can really help us. We don't need customers to know the feature names or even know exactly what they're looking for. I try to listen to how they live, pick up on those little clues and then use what I know about the devices to make the connection.

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Introducing the Updated Smart Switch¹ Experience

Switching from iOS to Galaxy just got easier.

No app needed�Nothing to install on iOS.
Go wireless�No cable required.
Copy more�Transfer 19 common data types.

Want to know more?

Scan to explore on Samsung+

Objective: This slide is to introduce the latest update of Samsung Smart Switch which makes it even easier to switch from iOS

Key points:

If switching is a customer barrier Smart Switch can be the solution
No installation required
Wireless means you can charge both devices while transferring data
Even more data is now compatible to transfer on the updated app.
Highlight the Samsung+ modules for more detailed information
Use it as a tool to save you time in store, and save customers time at home.

Trainer Say: And this brings us to the last step, once we’ve discovered the right device for the right person, there’s always the question of how do I transfer all my data? As we know we aren’t always able to facilitate this process, as well as not always having the right knowledge to assist, this is where Smart Switch comes in.

Smart Switch is preloaded on Samsung devices you can simply make sure the our customers know where to find it, with guides on the Samsung official website, or simply help them scan the switching QR and they can be on their way.

Conclusion: All these simple steps can really help us make sure that we are providing a great experience and have a phone ready to use, from start to finish by:

Saving us time by identifying with confidence earlier on which device to recommend.

This gives us the time to show the customer a better experience with more relevant demonstrations

And of course get the phone in their hands ready to use even when they’re not in store with Smart Switch

Thank you everyone and of course scan the QR code if you want any more information on Smart Switch through the QR code provided!