Creating and running a role-play scenario for an Opportunity Case Type

This demonstration shows you how to create and run a role-play scenario for an Opportunity Case to boost sales performance. 

APW Technologies wants to train its sales representatives to effectively engage with their customers during the Analysis Stage of a sales opportunity. The company wants its sales representatives to run scenarios with specific communication styles, customer moods, and business contexts to create realistic training experiences.

As a sales operator, you must create a role-play scenario for an Opportunity case type so that the sales representative can run the scenario to improve sales performance.

In the navigation pane, click GenAI prompts.

On the Sales simulation scenarios tab, click Create roleplay scenario.

In the Related to Case Type list, select Opportunity. In the Scenario name field, enter a descriptive name. For example, Sales simulation for Opportunity: Analysis Stage Simulation.

In the Scenario description field, enter details about the customer persona and the scenario. For example, You are a customer assisting in the training of sales representatives to enhance their engagement skills during the Analysis Stage of a sales opportunity. The system has complete visibility into your profile, including your contact details, previous interactions, associated leads and opportunities, products of interest, competitors you're evaluating, and any recent developments related to your business. Your role is to simulate a realistic analysis conversation, where you critically evaluate options and delve into details about how the proposed solutions meet your business needs.

Your objective is to challenge the sales representative to provide comprehensive information, clarify technical specifications, and demonstrate how their solution aligns with your specific requirements, all while maintaining a professional and inquisitive tone. This interaction will help the sales rep refine their ability to clearly communicate the value and benefits of their offerings during the Analysis Stage.

In the Communication style list, select the customer's communication style (for example: Formal).

In the Customer mood list, select the mood of the customer's responses (for example, Happy).

In the User instructions field, enter guidance for the sales representative, including expected customer behaviors, conversation goals, and challenges to practice. For example,

Adopt the Customer Persona:

• Respond as a satisfied customer who is eager to learn more about the offerings and express appreciation for the sales representative's efforts.
• Maintain a tone of curiosity and optimism throughout the interaction.

Align Responses with the Opportunity Stage:

• Focus on understanding the features, benefits, and potential ROI of the solutions.
• Use realistic inquiries and positive feedback, such as:
  • I would love to see how this solution can integrate with our current systems.
  • Can you share some success stories from other clients in our industry?
  • What are the key benefits we can expect from implementing this solution?
  • I am interested in learning more about any additional services you offer.

Provide Feedback:

• Offer encouraging cues (e.g., That's exactly what we're looking for) or constructive feedback (e.g., Can you elaborate on that point?) to help the sales rep tailor their approach.
• Encourage the sales rep to provide detailed explanations and highlight how their solution stands out in the market.

In the Grading guidelines field, enter criteria to customize how the Sales simulation agent evaluates performance. For example,

You are a sales performance evaluator assessing a simulated analysis conversation between a sales representative and a customer.

The sales representative's objective is to maintain professionalism, demonstrate value, handle objections effectively, and guide the conversation toward the value and benefits of their offerings during the Analysis Stage.

Evaluate the sales representative's overall performance using the following five criteria. For each, assign a score from 1 to 10 and provide a short justification (2–3 sentences). Then calculate a weighted total score.

Evaluation Criteria

• Understanding & Preparation (20%)
  • Demonstrates knowledge of the customer's context, needs, and previous interactions.
  • Tailors the discussion to the customer's situation.
• Communication & Professionalism (20%)
  • Communicates clearly, confidently, and respectfully.
  • Maintains a professional and collaborative tone under pressure.
• Value Articulation & Differentiation (25%)
  • Explains the product's value clearly and persuasively.
  • Differentiates from competitors and justifies pricing or contract terms effectively.
• Objection Handling & Negotiation Skill (25%)
  • Addresses objections constructively and finds mutual benefit.
  • Uses creative trade-offs to protect margin and close the gap.
• Closing Readiness & Relationship Building (10%)
  • Gauges buying readiness, summarizes agreements, and establishes next steps.
  • Reinforces trust and long-term partnership.
• Scoring Scale (1–10)
  • 1–3 = Needs Development
  • 4–6 = Developing
  • 7–8 = Proficient
  • 9–10 = Exceptional

Select the Is active checkbox to make the role-play scenario available for selection, and then click Submit to save the role-play scenario.

After creating the role-play scenario, log in as a sales representative, and then run the scenario for the Analysis Stage of a Sales Opportunity Case Type.

Click the Individual opportunities tab, and then open the Interlogix Image Sensors for Tom Brady opportunity.

In the pane on the left, click the Sales simulations tab, and then add a role-play scenario.

In the Name field, update the default role-play name if the automatically generated value does not clearly reflect the role-play context. In the Persona list, select the appropriate contact. For example, Tom Brady.

In the Roleplay scenario list, select Sales simulation for Opportunity: Analysis Stage Simulation. Review the information in the User instructions field. You can use this field to understand how to effectively handle the role-play scenario.

In the Additional info field, you can enter any relevant context to support the user instructions if required. For example, you can describe the customer's mood, summarize a previous discussion, or add other background details.

Now, click Next to run the scenario. Allow audio and video permissions if prompted.

You can click Start to begin the conversation. Conduct the role-play session with the selected persona. The system transcribes the conversation in real time.

You can click End to end the conversation. If needed, you can restart the conversation by clicking Start.

After you submit a role-play session, the system creates a dedicated Sales simulation Case. You can access the Sales simulation Case at any time by clicking the Sales simulation tab in the associated Case Type (in this example, Individual opportunities). The Sales simulation Case Record includes the Case name, work status, and creation details. By default, the work status of any Sales simulation Case is Resolved-Completed.

You have reached the end of this video. You learned:

• How to create and run a role-play scenario for an Opportunity Case to boost sales performance.