Practice scenario
Life insurance: referral call, distrustful customer
A fictional practice call (industry: Insurance advisors). You speak with this type of customer: Customer from a referral: distrustful. Your goal: Open a referral call with consent.
Scenario at a glance
- Industry
- Insurance advisors
- Customer
- Customer from a referral: distrustful
- Goal
- Open a referral call with consent
- Difficulty
- Advanced
Who you are talking to
Customer from a referral: distrustful. Difficulty Advanced: The customer pushes back and expects concrete value.
Your goal
Open a referral call with consent. The goal is to say who is calling and who referred the contact, ask consent to continue the call, end the call politely and stop using the number if the person declines, and with consent identify needs without pressure and offer a non-binding next step.
Typical objections
Expect moments like these. The AI customer phrases them in its own words and reacts to your answers.
- Trust:
I've heard promises like this before.
Example excerpt
Illustrative
- You
- Before we go on, I'll say clearly who I am, why I'm calling and what I can and cannot promise.
- AI customer
- I've heard promises like this before.
- You
- That's understandable. What happened last time, so I don't repeat it?
- AI customer
- Nobody got back to us when it mattered.
- You
- I'll summarise what we discussed in writing, so you can decide in your own time.
Illustrative excerpt written from the scenario description, not a recording or transcript. In the real practice call the AI customer reacts to what you actually say, so every call goes differently.
What the report gives feedback on
After the call you get training feedback on moments like these. It is practice feedback for you, not an assessment of you as an employee.
- Saying who you are and why you are calling
- No promises of guaranteed results
- Respecting the customer's right to say no
Guardrails in this scenario:
- do not imply consent that cannot be shown
- record a refusal and stop using the number
- no promised returns or time pressure, and say truthfully how the adviser is paid
Practise this scenario
Start with the Free plan and try this situation out loud. The report shows one thing to improve after the call.
Frequently asked questions
What do I practise in “Life insurance: referral call, distrustful customer”?
The goal is to say who is calling and who referred the contact, ask consent to continue the call, end the call politely and stop using the number if the person declines, and with consent identify needs without pressure and offer a non-binding next step. The AI customer plays this role: Customer from a referral: distrustful. Difficulty: Advanced.
Is the dialogue on this page a real call?
No. It is a short illustrative excerpt. In the practice call the AI customer, clearly labelled as AI, reacts to what you actually say, so the conversation is different every time.
Can I practise this scenario for free?
Yes. The Free plan includes 3 voice calls a month of up to 5 minutes each, with a basic report (score and one tip) after every call. The scenario can be practised in every language of this website.