Role Play: Scaling Your Sales Team Performance


The role-play is a kind of practical training vendor that simulates a real situation of the sale so that the manager can see how professional your team can handle some situations.

This type of training is important at several stages of your sales process, but you need to know how to apply it well in each of them.

Browse the content

  1. video transcript
  2. When to use role-play?
  3. How to set up role-play training?
  4. Record
  5. Attention point
  6. Conclusion

video transcript

Hey guys, how are you? I’m Rilayne Alves, Inside Sales. I was invited by Reev & OTB to talk about how you can use role-play to boost your team’s performance. Before starting, I would like to ask a question:

If you had done simulations there at the beginning of your training, would you have had more results?

I believe so, isn’t it?

So, today I’m going to talk a little bit about how role play will help you increase your team’s performance and scale your sales.

But, after all, what is role play? Roleplay is nothing more than a sales simulation.

When to use role-play?

#1 Selection process

It’s great to use role-plays in selective processes because you can identify in your candidate how he does in some situations simulating a real sale.

Also, you can map how he develops both his hard skills and his soft skills.

Another interesting point is that during the selection process you can map how the candidate’s pre-interview research was done.

You get to know if he understands (at least a little) about your product and, at the end of the role play, you can give feedback.

After that, you can do a second round of simulation.

#2 Training

After you’ve gone through the selection process and hired the best SDR for your team, it’s time to train him.

How will role-play help with this? Your SDR will consolidate all the learning.

Imagine that you prepared all the onboarding with your sales playbook. What guarantees that, when he has a call with a real lead, he will be able to put into practice everything that was learned?

Running simulations during training is important to:

  • Improve SDR confidence;
  • Help you bypass objections ;
  • You prepare him so that he has flexibility in different situations.

#3 Post-training

Salesperson training never ends! It is important to always have this recycling. How to do this? Your SDR may be more than prepared to make calls, but:

  • Objections arise;
  • New pains arise that he is not managing to map as well;
  • SDR is missing some points of sales framework validation in qualification.

So, you must play a role-play to train exactly those points.

I, for example, had a change of persona because the company was taking the product to another state.

In this, I had to adjust my entire script, because the lead I was going to contact was much more mature. Through role-play, simulations, I managed to adapt my sales process.

How to set up role-play training?

Now that you know when to use role-play, let’s see how to set up this training.

#1 Preparation

The first point is preparation. Remember at the beginning I said that role play is a simulation of a real sales scenario?

You can identify a specific lead that your SDR had difficulty following up on calls, or had an objection that you couldn’t get around.

So, as a manager, you’re going to get exactly that lead to use as a template.

You can record these calls, listen with your SDR and make a simulation as if it were that specific lead.

You can select all the characteristics of this lead to understanding how your SDR manages to do in this new situation.

#2 Theme

Another point is the theme. I brought some here for you to use in your day-to-day.

Pain mapping

The first is pain mapping.

I don’t know if it ever happened to you, an SDR passing an MQL to a salesperson, who was not clear what the real pain of that lead was.

So, you can ask open questions in the role play so that your SDR is really adept at analyzing what is the real pain of the lead.

Let’s assume that your lead has different pains, different needs, and difficulties.

Every day you can choose a specific pain and ask open questions so that he will train how to identify those pains of that lead.

Qualification and delivery of value

Remember: qualification is not yet the time to sell.

So you need to run a simulation with your SDR and try not to talk about your solution, just deliver value.

This will make him more engaging the lead, leaving him really prepared to deliver really qualified MQLs.


What is the step-by-step the salesperson takes during this meeting?

  • Do you feel that moving from one point to another can be adjusted?
  • Do you feel the lead is always trying to get ahead of the next step?

So, during role play, you can train these little points and make the necessary adjustments.

objection breaking

Perhaps this is one of the most feared points for your SDR and that’s why I brought it here.

Let’s suppose that during qualification, during diagnosis, an objection comes up that hasn’t been mapped before, that wasn’t in your objection matrix.

Using role play you can deal with that specific point and update your matrix.

So when you have all these objections mapped out and your SDR is really ready to work around them, you will see that the results will be much better.

I always say that, when you finish a call where you couldn’t get around an objection, you need to stop everything and, before going to the next one, practice breaking the objection.

It’s quite possible, and it’s happened to me a few times, that in the next call the same objection appears.


How to ensure that your SDR will actually absorb all this information practiced during roleplay?

So, just like you record your calls ( hope you do ), you can also record your role plays.

Another thing I really like to do is prepare a file with all the feedbacks.

If you have, for example, more than one SDR on your team, you can organize feedback by SDR.

This way, your SDR can both review your feedback and listen to your calls. This can become an ongoing process of improvement.

Attention point

Finally, I would like to bring up a point of attention.

If role play is practiced during training and you, as a manager, simulate a situation with your SDR, you need to pay attention to his level of maturity and confidence.

As tempting as it is, don’t play that annoying lead who makes every possible objection.

As I said, if your SDR isn’t as confident in the process, it can create a blockage with practice.


If you’ve made it this far, I want to see if you really paid attention to the content. So, you can answer three little questions:

  1. How to use role-play during training?
  2. What should be the focus during qualifying?
  3. What should be avoided while playing role play?