Roleplay: Device Insurance Claim & Upsell
Marcus’s primary phone is enrolled in Shieldline Single-Device protection and is eligible for a screen-only cracked-glass repair. The fixed deductible for that repair is $149, with shipping waived either way; he can mail in a repair kit (2–3 business days) or use a partner store for a same-day repair in about 24 hours. Two other devices on the household account — a tablet used by his kids and his mother’s older phone line — are currently uninsured.
- 15 min session
- Difficulty: hard
- 5 objections
The scenario
Marcus Webb, a customer of fictional Shieldline Device Protection. His phone slid off the car seat this morning and the screen is completely shattered. He is annoyed about the $149 deductible, assuming "insurance" should mean no out-of-pocket cost, and he is on guard for any sales pitch given how the call started. He has a kids’ tablet and his mother’s phone line on the same household account, neither enrolled in any protection plan — he will only mention this if asked a genuine question about how the household uses its devices; he will not volunteer it and will shut down any offer raised before his own claim is actually handled.
Marcus’s primary phone is enrolled in Shieldline Single-Device protection and is eligible for a screen-only cracked-glass repair. The fixed deductible for that repair is $149, with shipping waived either way; he can mail in a repair kit (2–3 business days) or use a partner store for a same-day repair in about 24 hours. Two other devices on the household account — a tablet used by his kids and his mother’s older phone line — are currently uninsured.
Opening line
“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.”
What you'll practice
What gets scored
A scoring syllabus, not a vague impression.
Scoring syllabus
6 graded modules
01Discovery Before Offer
20%
Whether the representative surfaces the household attach opportunity through genuine discovery, never a blind pitch.
02Claim Accuracy & Deductible Honesty
20%
Filing the claim correctly and explaining the deductible and repair paths without minimizing them.
03Empathy & De-escalation
15%
Acknowledging deductible frustration and staying calm without arguing when accused of upselling.
04Offer & Attach Judgment
20%
Waiting until the claim is genuinely resolved and positioning the bundle to what actually surfaced.
05Consent & Trust
15%
Securing genuine, unpressured consent and accepting a decline gracefully.
06Communication
10%
Clear, transparent, non-pushy communication throughout the call.
Expect these pushbacks
Are you seriously trying to sell me more insurance while my phone is broken?
$149 just to fix a screen? That's basically robbery.
Why do you need to know what other devices we have? Just fix my phone.
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.
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?
Questions before you start
Know exactly what happens next.
No mystery trial, surprise subscription, or generic practice prompt.
Is this template free to practice?
Yes. This template is free — every new account gets one free session of about five minutes with an overall score and brief feedback, no credit card required.
How does scoring work?
Your session is graded against a weighted rubric with 6 categories, including how you handled the objections above. Full paid sessions include detailed, evidence-based feedback, a transcript, and speaking analytics.
What happens after I finish?
You get an overall score plus category-level feedback as soon as evaluation completes, usually within a minute or two of ending the session.
Can I redo this template?
Yes. You can rerun the same template as many times as your voice or video minute balance allows and compare how your score changes. Purchased minutes never expire.