Best practices for managers
Setting up effective scenarios
Mirror real situations — Create scenarios based on actual buyer personas your team encounters. Use real job titles, industries, and objections.
Start with medium difficulty — Let reps build confidence before moving to hard scenarios.
Add detailed product context — The more the AI knows about what you sell, the more realistic the prospect's responses will be.
Write realistic objections — Use the exact pushback your team hears on real calls (e.g., "We already have a solution for that" or "Your competitor offered us a lower price").
Create scenarios for different stages — Have separate scenarios for cold outreach, discovery, demo follow-up, and negotiation.
Using Role Play for onboarding
Create a set of graduated scenarios — start with easy difficulty and friendly personas, then progress to harder ones
Have new reps practice before they make their first real calls
Review session transcripts together in 1:1s to provide additional coaching
Use the scoring dimensions to identify which skills each rep needs to develop
Using Role Play for ongoing coaching
Assign specific scenarios when a rep struggles with a particular skill (e.g., objection handling)
Compare scores across the team to identify coaching opportunities
Create scenarios that simulate upcoming high-stakes calls (e.g., a big demo or renewal conversation)
Best practices for reps
Practice regularly — Even 1-2 sessions per week can significantly improve your call performance
Focus on one skill at a time — If your objection handling score is low, concentrate on that in your next session
Review your transcript — Read through your actual words and identify where you could have phrased things differently
Try the same scenario multiple times — Your score should improve as you refine your approach
Practice before important calls — Run through a similar scenario before a big meeting to get warmed up
Frequently asked questions
Is my practice session recorded?
The conversation transcript is saved so you can review it and receive scores. Your audio is processed in real-time but is not permanently stored as a recording.
Can my manager see my practice sessions?
Managers with access to Role Play can view session history and scores for their team members. This is designed to help with coaching, not surveillance.
Why is my score lower than I expected?
The AI coach evaluates against best practices for each dimension. Common reasons for lower scores:
Not asking enough open-ended discovery questions
Skipping past objections instead of addressing them
Pitching features without connecting them to the prospect's stated pain points
Not proposing a clear next step at the end of the conversation
Repeating questions or not referencing what the prospect said earlier
Can I practice in languages other than English?
Yes — when creating a scenario, you can select the conversation language. The AI persona will speak and respond in that language.
What's the maximum session length?
The default maximum is 10 minutes per session. Your admin can configure this when creating scenarios (up to the organization's limit).
I'm getting an error when starting a session. What should I do?
Try these steps:
Make sure your microphone is connected and working (test it in your system settings)
Check that you've granted microphone permission to your browser — look for a microphone icon in your browser's address bar
Try using Google Chrome if you're on a different browser
Refresh the page and try again
Check if you've used all your allocated Role Play minutes for the month
If the issue persists, contact your Rafiki AI admin or reach out to support
I don't see Role Play in my sidebar. How do I get access?
Role Play needs to be enabled for your account by your Rafiki AI admin. Ask your admin to:
Go to Settings > User Management
Find your user account
Enable the Role Play feature flag
How many minutes of practice do I get per month?
Your monthly allocation is set by your organization's Rafiki AI plan and admin configuration. You can see your remaining minutes on the Role Play page. Minutes reset at the start of each billing cycle.