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Practise Tough Customer Conversations before They Happen.

Quorlis turns your organisation’s products and conversation approach into realistic practice with customer characters. People get feedback with examples from the conversation; managers can coach the team on the right topics.

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An employee at an insurance agency practising a customer conversation at her laptop.

Motor renewal: price and a courtesy car · UK. Hannah W., Customer · 41 · needs her car for work.

00:04 Hannah W.: Which quote came out cheaper?

00:17 You: Mavensa is £720 a year. Doryela is £660, but that quote doesn't include a courtesy car.

00:31 Hannah W.: My partner takes our other car to work. I need mine every day.

00:40 You: Doryela could still be worth considering. It's £60 less for the year.

00:52 Hannah W.: What would I use to get to work while mine's being repaired?

01:04 You: You're right. I focused on the price too soon. Let's look at the courtesy-car terms in Mavensa's quote.

01:18 Hannah W.: Would I have a car for the whole repair?

01:28 You: This quote includes a small courtesy car during an approved repair after a covered claim, subject to availability.

01:40 Hannah W.: And if they write my car off?

01:48 You: This benefit doesn't cover theft or a write-off. We'd need to compare separate hire-car cover for that.

02:02 Hannah W.: Send me both quotes and those bits, please. I'll look tonight.

02:12 You: Of course, Hannah. I'll highlight the car benefit and the excesses so you can compare them before deciding.

Feedback after the rehearsal

Your strength: 01:04 “You're right. I focused on the price too soon. Let's look at the courtesy-car terms in Mavensa's quote.” You corrected the early recommendation and returned to the courtesy-car terms.

On your next attempt: 00:40 “Doryela could still be worth considering. It's £60 less for the year.” You recommended the cheaper quote after Hannah said she needed a car every day.

Next practice: Explain your recommendation using the customer’s daily need for a car (4 minutes)

1 / 2

Using What You Know in A Conversation Takes Practice.

Teams practise answering price objections, explaining organisational knowledge clearly and finding the right coaching topic.

An empty training room just after a session: chairs pushed back, a blank projector light on the wall.
  1. Customer Need

    An answer before understanding the customer’s need can miss the option that fits.

  2. Price Objection

    When a price objection comes up, it can be hard to understand the customer’s need and respond well.

  3. Coaching Topic

    An outcome alone does not show where a conversation could improve. Managers see the right support topic in conversation examples.

How Quorlis Works

Complete a conversation, review the feedback and retry the part you found difficult.

  1. 1

    Set Up The Scenario

    Add your product documents. Define the goal of the conversation, the customer character and what success looks like.

    Scenario

    Motor renewal: price and a courtesy car · UK

    Live
    Goal
    Ask how Hannah uses her car, explain the price and courtesy-car terms, and send both quotes without assuming the other cover is identical.
    Customer character
    Hannah W. · Customer · 41 · needs her car for work
    Difficulty
    Length: 6 minutes
    What makes it hard
    Lower priceCannot use the second carReplacement-car period

    Expected behaviours

    • Respecting the customer’s time and decision
    • Understanding what the customer needs
    • Explaining the offer accurately and clearly
    • Answering the customer’s questions and objections
    • Explaining why an option fits the customer
    • Agreeing on the next step
  2. 2

    Your Team Rehearses

    People practise a conversation with the customer character. The character objects, asks follow-up questions and responds to what they say.

    Conversation Example00:31

    Motor renewal: price and a courtesy car · UK

    Hannah W.
    Customer · 41 · needs her car for work
    00:04Hannah W.

    Which quote came out cheaper?

    00:17You

    Mavensa is £720 a year. Doryela is £660, but that quote doesn't include a courtesy car.

    00:31Hannah W.

    My partner takes our other car to work. I need mine every day.

    Hannah W. is speaking
  3. 3

    See The Feedback

    After the conversation, people see their strengths and gaps. Each one is shown with the moment it happened.

    Feedback00:17
    “Mavensa is £720 a year. Doryela is £660, but that quote doesn't include a courtesy car.”
    Explaining the offer accurately and clearly✓ Met▶ 00:17

    You explained the annual prices and that Doryela has no courtesy-car benefit.

    Explaining why an option fits the customerPartially met▶ 00:40
  4. 4

    Track Progress

    Quorlis suggests a short repeat for each gap. You review the behaviours demonstrated in each practice.

    Practice Progress4 attempts · last 9 days

    Customer Conversation

    • Understanding the customer’s needsDemonstrated
    • Explaining the offer clearlyDemonstrated
    • Answering questions and objectionsDeveloping
    • Explaining why a quote fitsDeveloping
    Progress in this practiceDeveloping

Evidence Comes before The Score.

A score on its own doesn’t tell anyone what to change. Quorlis ties every assessment to a quote from the conversation and to your criteria, so people can see exactly what to change and why.

  1. 1StrengthsQuotes from the conversation that show what you did well.
  2. 2GapsNext, which criterion wasn’t met and the moment it happened.
  3. 3Next PracticeA specific behaviour you can change on your next attempt.
Retry The Moment You Found Difficult.Continue with a different response without restarting the whole conversation.

Conversation transcript

Motor renewal: price and a courtesy car · UK

  1. 00:04
    Hannah W.

    Which quote came out cheaper?

  2. 00:17
    You

    Mavensa is £720 a year. Doryela is £660, but that quote doesn't include a courtesy car.

    You explained the annual prices and that Doryela has no courtesy-car benefit.

  3. 00:31
    Hannah W.

    My partner takes our other car to work. I need mine every day.

  4. 00:40
    You

    Doryela could still be worth considering. It's £60 less for the year.

    You recommended the cheaper quote after Hannah said she needed a car every day.

  5. 00:52
    Hannah W.

    What would I use to get to work while mine's being repaired?

  6. 01:04
    You

    You're right. I focused on the price too soon. Let's look at the courtesy-car terms in Mavensa's quote.

    You corrected the early recommendation and returned to the courtesy-car terms.

  7. 01:18
    Hannah W.

    Would I have a car for the whole repair?

  8. 01:28
    You

    This quote includes a small courtesy car during an approved repair after a covered claim, subject to availability.

  9. 01:40
    Hannah W.

    And if they write my car off?

  10. 01:48
    You

    This benefit doesn't cover theft or a write-off. We'd need to compare separate hire-car cover for that.

  11. 02:02
    Hannah W.

    Send me both quotes and those bits, please. I'll look tonight.

  12. 02:12
    You

    Of course, Hannah. I'll highlight the car benefit and the excesses so you can compare them before deciding.

Next practice: Explain your recommendation using the customer’s daily need for a car (4 minutes)

Scenarios Built on Your Own Knowledge.

Quorlis uses your product documents and your sales method. Your team practises with scenarios that match their real work.

  • Documents You ApproveProduct guides, objection handling guides and campaign terms. Each document shows who owns it and when it was updated. Unapproved content is never used in rehearsals.
  • Customer CharactersEach character has a role, a tone and an attitude. They don’t read from a script. They steer the conversation based on what your people say.
  • Assessment CriteriaYou decide what a good conversation looks like. The criteria are clear and written in your team’s language.

A scenario only reaches your team after you approve it.

In a small glass-walled meeting room, a team manager and a young sales rep look at the same laptop and talk.
Team Development
RepProgressStruggling with
Oliver B.-
Amelia R.Explaining the offer accurately and clearly
James L.Agreeing on the next step
Sophie M.Answering the customer’s questions and objections

Where The Team Struggles

Respecting the customer’s time and decision
Understanding what the customer needs
Answering the customer’s questions and objections
Explaining why an option fits the customer

Coaching priority

See Where Your Team Struggles.

Instead of looking at the last score, you follow progress. One screen shows who is practising, who is struggling with what, and which practice examples would help you plan coaching.

  • Each person’s progress over time
  • The topics the team finds hardest
  • Examples to discuss in coaching

Review the conversation evidence when planning coaching. A practice assessment does not establish someone’s fitness for a role or make an employment decision.

Ready for Enterprise Use.

Your data, permissions and deployment choices stay under your control.

  • Access by Role

    Permissions determine what employees, managers and training leads can see.

  • Data Kept Separate

    Your product documents and practice records are kept separate from those of other organisations.

  • Masking Personal Information

    Personal information in practice conversations is masked before being sent to AI.

  • Flexible Deployment

    Use Quorlis in the cloud or on your own servers, with a setup that fits your data-processing needs.

Ask us about the data arrangements for your organisation and the applicable privacy notice.

Conversation Practice for Your Team.

Be Ready for Price Objections and Competing Quotes.

  • Hear objections on Quorlis before you hear them from a customer.
  • Practise explaining product differences in numbers and in your own words.
  • Rehearse closing and agreeing a clear next step.

Example Scenarios

  • Auto policy renewal
  • Competing quote
  • Discount request
A sales rep in a parked car rehearsing out loud before a client meeting.
Next Practice

Explain how an option fits the customer’s needs

4 minutes · Difficulty 2/5

00:40 · You recommended the cheaper quote after Hannah said she needed a car every day. 01:04 · You corrected the early recommendation and returned to the courtesy-car terms.

Attempts

Attempt 1

Attempt 2

Attempt 3

A woman at a street-front insurance agency on a phone call, one hand resting on a paper file.

Ready-Made Scenarios

Add your product information; adjust the customer profile and conversation difficulty to suit your team.

  • Motor: “The other quote's cheaper. Does it include a courtesy car?”
  • Private health: “I've got the NHS. What would this add?”
  • Home: “Does that include my belongings as well as the building?”
  • Life: “Can I have a think and get back to you?”
  • Claims: “I reported it three weeks ago. What's happening?”
  • Pension: “Can I leave the money in savings instead?”
  • Travel: “What's the excess if I need treatment abroad?”
  • Business: “What happens if I have to close the shop?”

Someone may know the product well and still struggle to respond when a customer questions the price. Explaining what they know in their own words takes practice.

We built Quorlis so that people can try these conversations beforehand. We want them to understand the customer’s question, explain the product terms clearly and agree on the next step together.

Asaf GünayFounder, Quorlis

See Quorlis with Your Own Scenarios.

In 30 minutes, we show Quorlis with an anonymised conversation case selected by your organisation.

  1. 1We pick the conversation your team finds hardest.
  2. 2We use your products and conversation criteria for a short practice and evidence-based feedback.
  3. 3We discuss approving your first scenarios, preparing managers and getting the team started.

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Frequently Asked Questions

Have another question? Write to us:
info@quorlis.com