Scenario Library
Every scenario is built around an actual customer archetype your agents will encounter — with real objections, compliance requirements, and scoring rubrics already in place.
8
Scenarios available
4
Campaigns
11
SA languages
6
Persona archetypes
WARM — BURIAL-SOCIETY COMPARISON
Budget-conscious admin clerk who already has a burial society.
Create a genuine need by framing the burial-society gap, confirm policyholder, confirm age before quoting.
EDGE CASE — ANNUAL-INCREASE ACCURACY
Johannesburg IT manager who holds one incorrect belief about the annual increase.
State the increase correctly per policy terms; do not lock in a figure before checking.
SKEPTIC — OBJECTIONS + BENEFIT PROBE
Pietermaritzburg retail supervisor who believes funeral cover is overpriced.
Handle every objection using listen–paraphrase–address; quote accurately; never guarantee.
INBOUND — CLAIMS QUERY
Careful decision maker who wants to understand exactly what is and isn't covered.
Walk through the claims process clearly; set accurate expectations; avoid over-promising.
CROSS-SELL — UPGRADE PATH
Direct and detail-oriented health-conscious professional already on a basic plan.
Present the upgrade value clearly; answer feature questions accurately; close without pressure.
ADVERSARIAL — PRICE CHALLENGE
Challenges assumptions and has already received a cheaper quote elsewhere.
Differentiate on value; resist discounting; hold the line without losing the lead.
WARM — FIRST-TIME BUYER
Cost-conscious professional buying life cover for the first time, unsure where to start.
Build trust early; simplify the decision; guide without overwhelming.
ESCALATION — CANCELLATION SAVE
Pushes back strongly and has already decided to cancel. Requires a save.
Uncover the real reason for cancellation; offer a targeted solution; retain the customer.
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