Intro to In-Person Roleplay Agents

In-Person Mode is a call type you select when creating or editing an agent. The same voice-based roleplay session is used, but the context, instructions, and scoring are framed for in-person situations (e.g., retail floor, site visit, branch consultation).

Why use it?

• Build confidence for high-pressure, in-the-moment meetings where the rep is face-to-face with the customer.
• Train for how conversations actually flow in person — including pauses, eye contact, and reading the room, not just what is said on a call.
• Standardize practice across locations and teams so every rep gets consistent in-person scenario training.
• Close the gap between phone/remote training and real on-site execution.

2. Perfect For

In-Person Roleplay is well suited for:

Retail

• Walk-ins — Greeting customers, qualifying needs, and moving to a product or demo.
• Product demos — Showing products at the counter or on the floor, handling “just looking” and objections.
• Counter objections — Price, fit, availability, and comparison handling in a face-to-face setting.

Real estate

• Site visits — Property walk-throughs, answering questions on the spot, reading buyer reactions.
• Negotiations — In-person price and terms discussions, closing conversations, and handling pushback.

Insurance

• In-branch consultations — Needs analysis, plan comparisons, and paperwork discussions across the desk.
• High-trust conversations — Explaining coverage, claims, or sensitive topics in person.

Field teams

• On-site meetings — Any role where reps meet customers at their location (e.g., field sales, service, B2B visits).
• High-trust conversations — Where rapport, presence, and clarity matter more than on a call.

3. Use Cases

Preparing for store or branch interactions

Retail and branch-based reps practice opening, discovery, and objection handling as if the customer is in front of them—so they’re ready for real walk-ins and appointments.

Site visits and property showings

Real estate (and similar) reps practice tour flow, reading the room, and closing in a scenario that mimics being on-site with the prospect.

In-branch needs analysis and plan comparison

Insurance (and similar) reps practice consultative conversations, plan comparison, and objection handling in an in-person consultation context.

Standardizing in-person practice across locations

Managers create In-Person agents and assign them in courses or playbooks so all locations and teams practice the same in-person scenarios and are evaluated on the same scorecard(s).

Multi-phase flows (e.g., reception then in-person)

When the scenario includes a gatekeeper (e.g., front desk or reception) before the main in-person meeting, reps practice both phases. Separate scorecards evaluate the gatekeeper phase and the in-person phase; background noise applies to the gatekeeper part of the flow.

4. Why It Matters

• Builds confidence for high-pressure, in-the-moment meetings.
• Trains reps for how conversations actually flow in person — not just scripted phone behavior.
• Helps managers standardize practice across locations and teams with consistent scenarios and scoring.

5. Examples

Example 1: Retail walk-in

• Agent name: “Retail – Walk-in and Product Demo.”
• Call type: In Person.
• Scenario: “Customer has just walked into the store. They’re browsing but haven’t asked for help yet.”
• Instructions to rep: “Approach in a friendly, non-pushy way. Ask one open-ended question to understand need. If they show interest, offer a quick product demo. Handle at least one objection (price or fit).”
• Scorecard: Includes greeting, discovery, demo clarity, objection handling, and next steps.

Example 2: Real estate site visit

• Agent name: “Site Visit – First Showing.”
• Call type: In Person.
• Scenario: “You’re at the property with the buyer. They’ve seen the main rooms and have questions about the neighborhood and timeline.”
• Instructions to rep: “Answer questions concisely. Read their reactions. Address one concern (e.g., price or timing). End with a clear next step (second visit or offer).”
• Scorecard: Includes tour flow, question handling, objection/concern handling, and closing next step.

Example 3: Insurance in-branch consultation

• Agent name: “In-Branch – Needs Analysis and Plan Comparison.”
• Call type: In Person.
• Scenario: “Client has come into the branch for a consultation. They’re interested in coverage but worried about cost.”
• Instructions to rep: “Conduct a short needs analysis. Compare two plan options. Handle the cost objection and suggest a clear next step (e.g., application or follow-up).”
• Scorecard: Includes needs analysis, plan comparison, objection handling, and next steps.

Example 4: Gatekeeper then in-person (separate scorecards)

• Setup: An agent is configured with Call only and a gatekeeper (e.g., receptionist). The scenario is “Get past reception, then meet the decision-maker in person.”
• Scorecards: One for gatekeeper (e.g., “Got past reception”), one for agent/in-person (e.g., “In-person meeting performance”). They must be different.
• Background noise: Set for the gatekeeper (e.g., office/reception). The in-person phase uses the main agent context.

6. Quick Reference

7. Quick Reference

Create an In Person Roleplay Agent