Intro to In-Person Roleplay Agents

Learn how In-Person Mode prepares reps for face-to-face customer interactions in retail, real estate, insurance, and field sales through realistic scenario-based roleplay training.

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 such as a retail floor, site visit, or 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 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 or remote training and real on-site execution.

Sectors suited for In-Person Roleplays

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, such as field sales, service, or B2B visits.
High-trust conversations: where rapport, presence, and clarity matter more than on a call.

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 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 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 scorecards.

Multi-phase flows (for example, reception then in-person)

When the scenario includes a gatekeeper (such as a 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.

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.

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 (for example, 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 (for example, 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 (for example, receptionist). The scenario is "Get past reception, then meet the decision-maker in person."
Scorecards: One for gatekeeper (for example, "Got past reception"), one for agent/in-person (for example, "In-person meeting performance"). They must be different.
Background noise: Set for the gatekeeper (for example, office/reception). The in-person phase uses the main agent context.

Quick Reference

Create an In-Person Roleplay Agent