Understand the Types of Roleplay Scenarios

Cold Calling scenarios help learners practice initiating conversations with potential customers who have no prior engagement.

In a cold calling scenario, learners practice:

• Opening conversations confidently and professionally

• Generating interest within the first moments of the call

• Asking qualifying questions to understand relevance

• Handling initial resistance or disengagement

This scenario is commonly used for sales onboarding and prospecting training.

Example: A learner cold-calls a prospect to introduce a new solution with no prior interaction. The learner delivers a concise opening, asks a few qualifying questions to understand the prospect’s needs, and addresses early objections to decide whether to continue the conversation. The Roleplay evaluates confidence, clarity, and objection handling during the opening phase.

Discovery scenarios help learners understand a buyer’s challenges, goals, and decision-making criteria through structured, consultative conversations. Use this scenario when the learner needs to understand the buyer’s needs before introducing solutions.

In a discovery scenario, learners focus on:

• Asking open-ended and clarifying questions

• Actively listening and responding to customer cues

• Identifying pain points, priorities, and constraints

• Understanding factors that influence buying decisions

This scenario supports consultative selling and needs-analysis skills.

Example: A learner conducts an initial discovery call with a buyer exploring a new platform. Through open-ended questions and active listening, the learner uncovers the buyer’s goals, current challenges, and decision criteria. The Roleplay evaluates the learner’s ability to guide the conversation clearly without introducing solutions or pushing toward a decision prematurely.

Mutual Discovery scenarios simulate collaborative conversations where both the learner and the customer actively exchange information to explore needs and solution fit. Use this scenario when both the learner and the customer evaluate requirements and solution fit together during the conversation.

In a mutual discovery scenario, learners practice:

• Maintaining a balanced, two-way dialogue

• Responding thoughtfully to evolving customer inputs

• Refining understanding through follow-up questions

• Assessing solution fit as the conversation progresses

This scenario reflects realistic solution-consulting interactions.

Example: Following an initial discovery conversation, a learner engages in a collaborative discussion with a buyer who has shared new requirements and constraints. Both sides exchange information, clarify expectations, and refine priorities as the conversation progresses. The Roleplay evaluates the learner’s ability to maintain a balanced dialogue, adapt questions based on new inputs, and assess solution fit without dominating or deflecting the conversation.

Product Pitch scenarios help learners practice presenting a product or solution in a structured and relevant way based on identified customer needs.

In a product pitch scenario, learners practice:

• Structuring a clear and focused pitch

• Aligning features with customer needs

• Communicating value instead of listing features

• Responding to questions during the presentation

This scenario reinforces product knowledge and messaging consistency.

Example: A learner presents a proposed solution to a buyer based on previously identified needs. The learner connects relevant product capabilities to the buyer’s stated needs, addresses questions as they arise, and maintains a clear narrative throughout the pitch. The Roleplay evaluates clarity, relevance, and message alignment rather than persuasion alone.

Negotiation scenarios focus on discussions related to pricing, terms, and conditions after solution alignment.

In a negotiation scenario, learners practice:

• Handling objections related to cost or scope

• Communicating value during trade-offs

• Balancing flexibility with business constraints

• Working toward a mutually acceptable outcome

This scenario is suited for advanced sales and account management training.

Example: A learner negotiates pricing and contract terms with a buyer who has budget constraints. The learner addresses objections, explains trade-offs clearly, and maintains alignment on value while working toward an agreement. The Roleplay evaluates judgment, communication clarity, and adherence to boundaries.

Renewal Management scenarios focus on conversations with existing customers approaching a contract renewal.

In a renewal management scenario, learners practice:

• Reviewing customer satisfaction, usage, and outcomes

• Addressing renewal risks or concerns proactively

• Reinforcing value delivered over time

• Identifying expansion or upsell opportunities where appropriate

This scenario supports customer success and retention use cases.

Example: A learner conducts a renewal conversation with an existing customer nearing contract expiry. The learner reviews usage and outcomes, addresses concerns, and reinforces ongoing value delivered over time while exploring potential expansion. The Roleplay evaluates relationship management, risk awareness, and clarity of communication.

Inbound Call scenarios simulate conversations where the customer initiates contact for support, information, or assistance.

In an inbound call scenario, learners practice:

• Responding professionally to incoming requests

• Understanding the purpose and urgency of the call

• Gathering accurate information through structured questions

• Providing clear guidance or next steps based on the situation

This scenario is useful for support teams, sales development representatives (SDRs), and inside sales roles.

Example: A customer calls to report an unfamiliar charge on their credit card. The learner verifies the customer’s identity, gathers transaction details, secures the account, and reassures the customer by explaining the next steps. The Roleplay evaluates the learner’s ability to follow procedures, communicate clearly, and maintain a calm, supportive tone.

Competitive Differentiation scenarios help learners position their solution against alternatives during customer conversations.

In a competitive differentiation scenario, learners practice:

• Handling competitive objections thoughtfully

• Highlighting unique strengths and differentiators

• Addressing comparisons without negative selling

• Reinforcing value aligned to customer priorities

This scenario builds confidence in competitive conversations.

Example: A learner responds to a buyer comparing multiple solutions during an active evaluation. The learner acknowledges alternatives, highlights relevant differentiators, and reinforces value based on the buyer’s stated priorities without negative positioning. The Roleplay evaluates clarity, confidence, and professionalism.

Custom Roleplay scenarios enable you to design Roleplays beyond predefined conversation types to meet specific training requirements.

Note:

If you require a custom Roleplay scenario for a specific training requirement, contact your Customer Success Manager to discuss your use case.

In a custom roleplay scenario, learners practice:

• Handling organization-specific or role-specific interactions

• Applying internal processes, policies, or compliance guidelines

• Navigating scenarios that do not align with standard Roleplay types

• Adapting communication based on context and audience

Custom Roleplay scenarios provide flexibility for specialized workflows, industries, or internal use cases.

Example: A learner, acting as a manager, conducts a quarterly performance review with an employee. The learner discusses achievements, improvement areas, and goals while following internal review guidelines and maintaining a respectful tone. The Roleplay evaluates the learner’s ability to deliver balanced feedback clearly and handle sensitive discussions professionally.