The challenge
In an insurance sales network, knowing the product isn't enough: you need to respond with confidence when the customer asks questions and pushes back. The trouble is that this skill rarely shows until the real conversation, and by then the customer has become the training ground.
The company wanted insurance sales training that showed how its professionals apply what they know mid-conversation, measured their objection handling and pointed to where extra support was worth it, instead of giving everyone the same training again.
- See how people respond under pressure, not just what they know
- Measure objection handling and information mastery
- Spot who's ready and who needs support before they meet a customer
- Point managers' coaching time at the skill that really needs it
The solution
With AI Role Play, 24 professionals talked in real time with an AI avatar in realistic sales conversations, questions and objections included. Feedback arrived at the end of each conversation, and they could try again before taking that behaviour to a real customer.
Every simulation scored two skills out of 100: responding confidently to the avatar's questions and handling objections. In all, 121 sessions were started and 86 completed, turning practice into data per skill and per professional that could be compared with the group benchmark.
The results
The team average (79.4) landed just 0.6 points below the benchmark (80), but the breakdown by skill showed where the room for improvement was: information mastery, at 79.5 against 84. Practice also revealed potential: the average of each participant's best score was 86.9, and 14 of the 24 people scored 90+ at least once. That's potential shown in practice, not a causal improvement.
Behind that average were very different profiles: one at 97 overall, one at 98 on objections but 72 on information, and one who went from a 70 average to a best of 96 through repetition. One team average, three different coaching plans.
Every number
- 58%of the team scored 90+ in at least one simulation
- 121practice sessions with the avatar
- +7.5points between the average and each person's best score
- 79.4average score out of 100 (benchmark: 80)
- −4.5point gap in information mastery
- 71%of the sessions started were completed (86 of 121)
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