How Playbooks and Scenarios Work Together

Playbooks and Scenarios work together to create focused practice. A Playbook describes how a type of sales conversation should go. A Scenario places that guidance into a specific situation with a specific person.

Start with the Playbook

A Playbook defines what strong performance looks like for a repeatable type of sales conversation. It can cover discovery, closing, retention, fundraising, customer service, or any other conversation your organization wants to handle consistently.

For example, a closing Playbook might explain how to discuss price and investment, reinforce value, and agree on a useful next step. That guidance applies across many different customers and situations.

You can bring your existing sales guide to Coach, ask Coach to build a Playbook from the way your organization works, or use patterns from past conversations that you want people to learn from.

Add Scenarios to the Playbook

Scenarios live inside a Playbook. Each Scenario creates one practice moment by defining who you are speaking with, what is happening, what you are trying to accomplish, and how the AI customer should respond.

The same closing Playbook could include several Scenarios:

• A finance leader who believes the proposal is too expensive.
• A long-term customer comparing a competitor’s offer.
• A business owner who agrees with the value but cannot act this quarter.

Each Scenario tests the same underlying guidance from a different position. This lets you and your team practice adapting the Playbook instead of memorizing one script.

Practice the conversation

When you select Start Practice, review the Playbook and Scenario context, then begin the conversation naturally. You start the conversation, so a simple opening such as “Hi, thanks for taking the time today” is enough to get going.

During practice:

1. The Playbook gives you the guidance and standards to work toward.
2. The Scenario gives the AI customer its identity, situation, and reactions.
3. You respond as yourself and work through the conversation.
4. Coaching feedback uses the Playbook to help you understand what worked and what to improve.

Use another Scenario when you want to practice the same skill against a different situation, concern, or person.