Resolve the claim and explain the deductible honestly before any coverage talk
AI customer service practice
Practice the claim call where the upsell has to be earned.
Marcus's phone screen is shattered and he's already braced for a sales pitch. File the claim, explain the deductible honestly, and only surface the household attach opportunity through real discovery — never a premature pitch.
- Free 5-minute first session
- No credit card
- Overall score + brief feedback
Scenario ready
15-minute roleplayMarcus Webb · Customer · Shieldline Device Protection
Marcus opens the call
“My phone screen is completely shattered and I need it fixed today. Before we talk about that outrageous deductible, just tell me what's actually covered.”
Anti-upsell flagship
Are you seriously trying to sell me more insurance while my phone is broken?
Deductible pushback
$149 just to fix a screen? That's basically robbery.
Scoring is already configured
Start speaking. No setup, script upload, or prompt writing.
The scenario
A shattered screen, a guarded customer, and an upsell that has to be earned.
Marcus Webb · Customer · Shieldline Device Protection
Marcus is a fictional customer whose phone screen shattered this morning. He's annoyed about the deductible and on guard for any sales pitch — he has an uninsured tablet and a second phone line at home, but he won't mention either unless you ask the right questions.
Your target
File the claim with the deductible and repair timeline confirmed, then earn the right to offer the household bundle — positioned to what actually surfaced, with genuine consent.
What you'll have to handle
01
Anti-upsell flagship
Are you seriously trying to sell me more insurance while my phone is broken?
02
Deductible pushback
$149 just to fix a screen? That's basically robbery.
03
Discovery suspicion
Why do you need to know what other devices we have? Just fix my phone.
04
Not-right-now deflection
Fine, the tablet and my mom's line aren't covered. But I'm not paying more right now — I just want my phone fixed.
05
Consent test
If I say yes to covering the tablet, is my mom's line included too, or is that another trick to get more money out of me?
What gets scored
A scorecard that punishes the premature pitch.
The rubric rewards resolving the claim honestly before any offer, surfacing the household gap through real discovery, and positioning the attach to what actually came up — not a script.
- Whether you filed the claim and explained the deductible before any coverage talk
- Whether the household gap surfaced through genuine discovery instead of a blind pitch
- Whether you dropped the offer immediately when challenged, instead of defending it
- Whether the bundle was positioned to what actually surfaced, with real consent
Weighted scorecard
Scenario-specific criteria
Discovery Before Offer
20%
Claim Accuracy & Deductible Honesty
20%
Empathy & De-escalation
15%
Offer & Attach Judgment
20%
Consent & Trust
15%
Communication
10%
Full sessions also include detailed feedback, a transcript, recording, and speaking analytics.
Why rehearse it
A premature pitch kills the whole call.
Raise the upsell one beat too soon on a call like this and the customer shuts down completely. This drill forces you to resolve first, discover honestly, and prove the offer was earned — not forced.
Browse practice guidesSurface a household gap through genuine discovery, not a blind pitch
Drop an offer immediately when challenged instead of defending it
Position an attach offer to what actually surfaced, and accept a decline gracefully
How it works
From signup to speaking in minutes.
- 1
Start the exact scenario
Create your account and launch this ready-made practice. Your first five minutes are free and no credit card is required.
- 2
Respond out loud
The AI stays in character, follows up, and pushes back. There is no answer menu and no script to hide behind.
- 3
Fix the weakest moment
Review your score and feedback, then run the same scenario again while the coaching is still fresh.
Free
First practice
About 5 minutes · no card
$8.99
Voice from
15-minute roleplay · full scorecard
$14.99
Video from
Avatar + delivery analysis
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Questions before you start
Know exactly what happens next.
No mystery trial, surprise subscription, or generic practice prompt.
Is this an AI device insurance roleplay?
Yes. You speak to an AI customer in a live voice or video roleplay. Marcus responds in character, resists any early sales talk, and follows the scenario instead of reading a fixed script.
What does the device insurance claim score measure?
The weighted rubric measures discovery before any offer, claim and deductible accuracy, empathy, offer and attach judgment, and genuine consent. Full sessions include detailed, evidence-based feedback.
What is included in the free practice?
Your first session is free for about five minutes and includes an overall score with brief feedback. No credit card is required. Full paid sessions run the complete 15-minute scenario with the detailed scorecard.
Can I customize the claim or coverage details?
Yes. This page launches a ready-made device-insurance claim call, but you can also build a custom template with your own coverage tiers, objections, model answers, and scoring rubric.
Marcus is already braced for a pitch
Find out if you can earn the attach.
Run the Marcus claim call free for five minutes. Hear the pushback, get your score, and know what to fix before a real upsell opportunity gets shut down.