Pinpoint

Resources / Coaching and training

Roleplay card builder.

Pick a customer type and an objection, and get the practice card: the customer's opening line, what they want and fear, the objection, the rep's goal, what a strong answer sounds like, and the feedback checklist for right after the call.

Pairings that are hard:

Use the card in a one-on-one: the manager reads the customer's lines, the rep takes the call, the feedback follows. Runs in your browser. Nothing you type is sent anywhere.

Practice cardThe price shopper · I need to think about it

The customer opens

"What's your best price on the blue one you have listed? I'm calling a few stores this morning."

Wants: A number low enough that he can stop calling stores and be done with it. Worried about: Paying more than the person who called the store down the road an hour earlier.

  • What is your bottom line
  • I am calling a few places
  • Just give me a number

Then pushes

He keeps the call short and asks the same price question again every time the rep answers with a question.

"It all sounds good. Let me think about it and I'll get back to you."

Your goal in the next thirty seconds

Find out what is actually unresolved, then put a real time on the calendar instead of a promise to call back.

What good sounds like

  • "That's fair, and I'd rather you be sure. So I know what to have ready for you, is it the vehicle itself, the timing, or the money side you want to sit with?"
  • "Take the time you need. Let me hold Thursday at six so it is here and clean either way, and if you decide against it, one text and I release it."

Feedback after the call

  1. You accepted the first 'let me think' without asking what was unresolved.
  2. You guessed at the reason instead of letting the customer name it.
  3. You offered to call back rather than offering a day and a clock time.
  4. You filled the pause yourself instead of letting the customer answer it.
  5. You ended the call with nothing held and no next contact agreed.

Signals this trains

How to use the card

Run one card a day, five minutes, before the phones get busy. The manager plays the customer and stays in character: opening line, the tells, then the objection when the rep gets close. The rep's only job is to reach the goal on the card. Feedback comes right after, in the order printed, and names what was said, not what the rep is like. Rotate customer types through the week so every rep meets the twelve at least once a month.

Pinpoint's AI roleplay training is built to do the same thing with an AI customer on the phone, then give the rep direct feedback on that call. It is on the roadmap; the card works today.

Questions about roleplay

How do you run a sales roleplay at a car dealership?

Pick one customer type and one objection, give the rep the customer's opening line and nothing else, let the rep take the call for two or three minutes, then give feedback on the specific moments: what was asked, what was offered, and whether the call ended with a next step. Keep it short and repeat it often.

What should the feedback after a roleplay cover?

The same things a manager marks on a real call: whether the rep asked for a day and a time, held it, handled the objection without giving a number over the phone, and left with a commitment. Name one thing to keep and one thing to change.

Can an AI play the customer?

That is how the platform is built to train reps: an AI voice agent plays a customer type like the ones on this card, the rep takes the call, and the rep gets direct feedback on that call about what they could have done better. Training is separate from real customer conversations. It is on the roadmap.

See how Pinpoint marks the same moments on your own calls.

Book a walkthrough