AI customer
The simulated customer in a practice call, given a situation, a personality and a reason to resist.
Use this definition in team training or when clarifying a sales note.
Definition
An AI customer is a character a rep practices against. It is defined by a situation rather than a script: comparing three companies on price, calling about an offer that just ended, locked into a contract that is expensive to leave, in a hurry and unwilling to give a last name.
The character holds its position the way a real customer does, which is what makes the practice useful. A simulated customer that agrees to an appointment the first time it is asked teaches nothing, and a rep can tell the difference immediately.
Why it matters
The hardest calls are the ones your team gets least practice at, because they are unpleasant and reps avoid them. Building the customers you lose to most often gives everyone repetitions against the exact situation that costs you appointments. It also standardizes practice, so you find out who can handle a hard caller before a real one dials in.