Operating path
Turn call evidence into specific practice while protecting truth and dignity.
Missions
Each mission contains one lesson, one buyer drill, and one reflection. Adam and Eve play the buyer and can coach you mid-call. No real customer is ever contacted during practice.
Mission 1
LessonUse words, timing, records, and outcomes from the call. Do not score a personality when you can score a behaviour.
Buyer drillAdam provides a friendly call that missed three required steps.
ReflectionWhich positive impression could have hidden a weak behaviour?
Mission 2
LessonChoose the moment with the largest effect on truth, customer dignity, or the next action. Coach that moment before minor style points.
Buyer drillEve provides a call with many small issues and one unsupported claim.
ReflectionWhy did your chosen moment come first?
Mission 3
LessonState the evidence, its effect, the expected behaviour, and the next drill. Keep the person separate from the behaviour.
Buyer drillAdam plays a learner who explains away every piece of feedback.
ReflectionCould the learner act on your feedback without asking what you meant?
Mission 4
LessonSet one target, one buyer condition, and one success signal. Stop the drill when the target holds, then return it to a full conversation.
Buyer drillEve repeats the same objection with a different tone on each attempt.
ReflectionWhat evidence shows the new behaviour can hold under change?
Scored role check
Review a recorded simulation, score it, coach one high-value moment, and run a focused retry.
The result is a 0–20 evidence profile. It shows which mission to repeat. The Academy has not published a pass mark.
The learning circle