Can I try this scenario before signing up?

Yes. The preview on this page runs the real scenario by voice in your browser for up to five minutes. After the call, you get scored feedback, and you can start with your work email.

How do you answer someone who says their doctor is covered by insurance?

Start by agreeing that the comparison makes sense from their point of view. Then find out what they are actually comparing: cost alone, expected outcomes, or what happens during care. From there, explain the program's role in plain language so the person can judge fit, not just price.

What if the real issue is not the price?

That is common, and it is why pushing harder usually backfires. A strong response checks whether the objection is about affordability, uncertainty, timing, or belief that standard medical care already covers what they need. Once you know which one it is, your next step can be honest and specific.

Handle 'this program costs too much'

A prospective member interested in the program but stuck on price, comparing it to their insurance-covered doctor. Learner must hold value without discounting, explore what's behind the objection, and offer options.

Cost objections
Value framing
Options, not discounts

One of 13 payments & collections scenarios in the library.

AI roleplay scenario · Wellness

Greg Palmer · Prospective member

“I like what I'm hearing. But this program feels really expensive compared with seeing my doctor through insurance.”

Handle 'this program costs too much'

You are entering a conversation with Greg, a prospective member who likes the idea of the program but is stuck on the price.

Skills you'll train

Cost objections
Value framing
Options, not discounts

Your brief

Wellness & performanceVoice · ~5 minScored: Percentage

You are entering a conversation with Greg, a prospective member who likes the idea of the program but is stuck on the price. He keeps comparing the cost to seeing his doctor through insurance, so this conversation matters because a quick discount would weaken trust and the program's value. Your goal is to understand what is really behind his objection, help him see the difference between this program and standard medical care, and move toward a realistic next step without discounting.

Why it's hard

Price objections sound simple until the prospect keeps holding you up against a doctor visit that insurance already covers. If you defend the fee too hard, you sound like you're selling; if you reach for a discount, you drain the program of value. The real test is figuring out whether Greg means affordability, skepticism, or plain sticker shock.

Insurance sets his benchmark
He already likes the idea
Price may be masking doubt
Discounting would undercut value

What good looks like

Keep your tone steady when Greg pushes on cost, and resist the urge to argue the price.
Acknowledge that the number feels big, then ask what is really driving it: budget, uncertainty about what he gets, or something else.
Spell out how this program serves a different purpose than an insurance-covered doctor visit, using concrete differences instead of vague claims.
Offer a real option that keeps the price intact, such as reviewing fit, walking through the program structure, or discussing payment approach if applicable.
Close with a specific next step so the conversation goes somewhere clear, even if the answer is that the program is not the right match.

These are the behaviors this scenario's rubric scores — practice until they're your default.

Frequently asked questions

Cost objection training is practice for handling price pushback without getting defensive or cutting the price too fast. In this voice AI scenario, you respond to Greg Palmer in a browser-based conversation, then get a percentage score, transcript, and feedback based on how well you explored the objection, framed value, and offered a next step.

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Mateo learns that his insurer will review whether to authorize more days in treatment and fears the program is trying to discharge him for financial reasons. He challenges the explanation and asks staff to promise that coverage will continue. The learner must clearly explain the review process and available supports without making coverage guarantees or weakening therapeutic trust.

Skills you'll train

Insurance communication
Expectation-setting
Trust-building

Gloria Ramirez

Patient, coverage questions

Payments & collectionsOnboarding

Explain insurance coverage and out-of-pocket

A confused, frustrated patient who doesn't understand what's covered. Learner must explain clearly and patiently and set accurate expectations.

Skills you'll train

Explaining coverage clearly
Accurate expectations
Patience with frustration

Carl Jensen

Patient at check-in

Payments & collectionsOnboardingCoaching

Ask for a copay without the awkwardness

A patient surprised or annoyed to be asked for payment at check-in. Learner must request it matter-of-factly, offer options, and keep it respectful.

Skills you'll train

Matter-of-fact payment asks
Offering options
Staying respectful

Where this fits

The skill

Payments & collections →

Definition, a worked example, and every scenario that trains it.

The setting

Wellness & performance clinics →

How teams like yours roll this out — results reviews, cost talks & memberships.

Make it yours

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Roll it out to your whole team

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