How this works.

1. Intake. You hold a short conversation with a fictional customer. A separate evaluator reads the transcript and records what it could measure.
2. Your courses. The weakest measured skills become your recommended courses. You get a small set, not the whole catalog, and the page always names one next step.
3. Learn and rehearse. Each course has the technique, an example, a written rehearsal, and a self-check. The rehearsal stays on your device and is never scored.
4. Checkpoint. In the practice room, Max coaches you first. When you are ready, choose Final one-take, then Finish & review; the evaluator reads that recorded conversation. If it can score the skill and the course was recommended by your intake, the course is recorded as complete. If not, the page says which case you are in.

Every step is formative practice. A score describes the evidence in one conversation; it is not a licence, a compliance finding, or an employment rating.

Courses build on each other. Foundations come before guided practice, guided practice before independent practice, and the closing assessment comes last. The page sorts ready courses first, then courses whose prerequisite is still open, then completed courses.

The order is a recommendation, not a lock. You can open any course in the catalog and read its lesson. A checkpoint only opens for a course in your current plan, because that is what ties the conversation to a recorded result.

Your plan is recalculated from your latest intake. If a new review adds a weaker skill, the next step can change. That is why the page calls it “your next step” rather than a fixed curriculum.

• 1 · Learn — the technique and the example wording, in the same language the evaluator uses.
• 2 · Rehearse — a written exercise and a self-check. The draft is saved on this device only; it is not evidence and it is not sent anywhere.
• 3 · Checkpoint — the recorded final one-take in a focused conversation with that course’s customer. The evaluator scores the skill the course teaches, using the same rubric as the intake.

Eight skills are in the rubric. A rating is only recorded when the transcript contains a trainee turn that supports it. “Not measurable” or “not scored” means the conversation did not contain the evidence — not that you failed it.

Delivery qualities such as tone, pace, and composure need audio. They are withheld from text scoring and are offered as an elective lesson, never counted as a weakness.

Quotes, premiums, and product conditions are only explained from verified reference material. If a quote detail is missing, the correct move is to mark it for verification, not to invent it.

Four different things can happen, and the training page says which one it is:

• Scored and recorded — the course is marked complete.
• Scored, not recorded — the review is saved, but completion was not written. Either the course was not part of the intake recommendation that a completion is tied to, or the write did not land. The chip says “Reviewed”, and the page names which case it is.
• Not scorable — the conversation did not contain enough evidence. The chip says “Needs another try” and the next step is the lesson’s self-check.
• Review pending — the conversation is saved but its review has not arrived. The page does not call that a failure.

Progress markers you make on this page (opened, rehearsed, checkpoint started) are stored in this browser. They make the page respond immediately, but they are not a completion record and they do not follow you to another device.

• Let’s get started — the intake and every live conversation.
• My training — your next step, your courses, and the full practice library.
• My Summary — saved reviews, the training record, and the follow-up draft.
• Quote practice and Live coaching lab — separate practice surfaces, not part of course completion.

Managers also see Team Results and the full course catalog. The catalog is a reference view; it does not change what a learner has been recommended.

Every customer is fictional and every scenario is authored. The customer situation changes; the rubric does not. A course checkpoint uses the customer whose authored facts support that skill.

• Adam · Policy review — checkpoint for Start with discovery
• Maria · Family priorities — practice library only
• Devon · Job change — checkpoint for Explain work versus personal coverage
• Priya · Budget first — checkpoint for Work through a budget objection
• Carol · Income replacement — practice library only
• Morgan · Quote follow-up — checkpoint for Agree on a concrete next step
• Jordan · New dependent — checkpoint for Find the protection gap