Spar with a simulated tough customer in a sandbox and get graded by the same rubric that reviews real conversations, against your own store's playbook. No real customers at risk.
Practice is a sandbox where you hold a conversation with a simulated tough customer and get honest feedback afterwards, graded the same way your real conversations are reviewed, against how your store sells.
No real customer is involved and nothing you type here reaches anybody. It is the place to try the hard reply before you owe it to a real person.
Where to find Practice
Practice is not in the left nav. You reach it directly at /AdminPractice; a manager can pass the link to their reps.
Every practice conversation is your own: reps only ever see their own practice runs, managers included.
The five customers you can practice against
| Scenario | What they do |
|---|
The price grinder | Opens on price and keeps pushing for a bigger discount no matter what you say. Practice holding a straight, confident line without caving. |
The competitor shopper | Says a rival store already gave them a written offer and keeps waving it at you. Practice acknowledging it honestly and selling your value. |
The payment shopper | Only cares about the monthly payment and ignores everything else. Practice guiding them without promising a number you cannot stand behind. |
The trade-in anchor | Thinks their trade is worth far more than it is and gets prickly when challenged. Practice being honest about value without killing the deal. |
The ghost risk | Interested but evasive, replies in a few words, and is one dull message away from drifting off. Practice creating momentum and earning a next step. |
How to run a practice conversation
1
Pick a customer
Under Pick a customer to practice against, choose one of the five scenarios. Each card tells you what that customer does and what the round is for.
2
Hold the conversation
The customer writes first. Type your reply in the box (Type your reply to the customer…) the way you would text a real customer. The simulated customer answers in character and does not go easy on you.
3
End it and get graded
When you are done, press End and get feedback. The same rubric that reviews real conversations reads yours and grades it against your store's playbook. To quit without a grade, press Leave without grading.
4
Practice another
Your feedback (Your practice feedback) ends with a Practice another button: run the same scenario again with what you just learned, or pick a different customer. Your last few graded runs are listed under Your recent practice.
Reading your practice grade
Every graded run opens with one overall verdict, then the specifics.
| Verdict | What it means |
|---|
Clean | Nothing worth flagging: you handled it the way your store sells. |
Some notes | Solid overall, with a few moments worth a second look. |
Work to do | Something in this conversation would have cost you the deal. The findings say what. |
Under the verdict sit the findings, each one tagged with what it is about and how serious it is, quoting the line of yours it refers to and explaining what to do differently. The quote matters: it is the difference between "be more direct" and seeing the exact sentence where you were not.
A lighter pass still counts
Occasionally the deeper review is busy and your run gets a lighter grade instead. It says so on the card. The run still counts. Practise another when you are ready.
Can anyone see my practice runs?
No. Practice is scoped to you: every run, transcript, and grade is your own. Managers see their own practice, not yours.
Does practice touch real customers or deals?
Never. The simulated customer lives entirely in the sandbox: nothing is sent, no deal moves, no conversation is created. That is the whole point of practising here.
I see a locked card instead of the scenarios.
Practice comes with the AI Communication plan and above. On a plan without it you see a locked card; ask your account owner about upgrading.
It says my grade covers the fundamentals, not my store's rules.
That means your account is not attached to a dealership yet, so there is no store playbook to grade against. Ask an admin to add you to a store and the grading gets specific.