Reviews and Expert Analysis · sales-training

60-Min Sales Training: Negotiation 101 for AEs

👁 0 views📖 2,200 words⏱ 10 min read📅 Published Jun 3, 2026

Direct Answer

Run this 60-minute Negotiation 101 meeting in six tight blocks: Setup (5), Framework Teach (15), Verbatim Scripts (15), Role-Plays (15), Common Pitfalls (5), Action Items + Drill (5). Your AEs leave with a BATNA card for every open Q3-2027 deal, a first-anchor number they will say out loud, a give-get trade list, three Chris Voss calibrated questions, and a written walk-away threshold their manager has counter-signed.

Conduct it Monday morning before the pipeline call so the reps use it on live deals the same week.

1. Setup (5 min)

Open the room with one sentence: "By Friday, every open deal in your pipeline will have a written BATNA, an anchor, and a walk-away number, or we don't forecast it." That is the contract for the hour.

Hand each AE a one-page negotiation worksheet with five fields: Deal name, Our BATNA, Their BATNA (best guess), Opening anchor, Walk-away floor. Keep it on the desk for the entire 60 minutes. No laptops open. Phones face down.

Frame the why: in Q1-2027 Gong's Revenue Intelligence Benchmarks report, deals where the seller anchored first closed at 9.2% higher ACV than deals where procurement anchored first. Vendr's 2027 SaaS Purchasing Report shows the average procurement team now asks for a 27% discount as their opening move, up from 22% in 2025.

If your AEs do not have a framework, margin walks out the door before anyone has read the order form.

Set the success metric for the meeting itself: by minute 60, every rep has role-played one live deal out loud and has a manager-counter-signed walk-away number written in pen, not pencil.

2. Framework Teach (15 min)

Teach the B-A-G-N-W stack on the whiteboard. Five letters, five minutes each.

B is BATNA. Best Alternative To a Negotiated Agreement, coined by Roger Fisher and William Ury at the Harvard Program on Negotiation. For an AE, your BATNA is never "lose the deal". It is "close the next-best opportunity in my pipeline this quarter" or "hold price and re-engage in 90 days".

Reps with a real BATNA negotiate from leverage. Reps without one negotiate from fear and concede the first 12% before lunch.

A is Anchor. The first number in the room sets the gravity for everything that follows. Daniel Kahneman showed in *Thinking, Fast and Slow* that even arbitrary numbers move final outcomes by 20-40%. Your AE must state list price first, in a complete sentence, without flinching, before procurement opens its mouth.

G is Give-Get. Every concession is a trade, never a gift. Procurement asks for 15% off. Your AE counters with "I can take 8% off if you move to a 24-month commit and give us a logo case study by week 6." Two gives for one get. If the buyer will not trade, they were never going to close at the higher number anyway.

N is Never Split the Difference. From Chris Voss, former FBI lead international hostage negotiator. Splitting feels fair and destroys margin. If list is $120k and procurement says $80k, "meet in the middle at $100k" hands $20k to the buyer for free.

Instead, use calibrated questions that start with how or what: *"How am I supposed to do that?"* *"What about this works for your team?"*

W is Walk-Away. A number written down before the call. Below this, the AE hangs up and emails the manager. Walk-away is not a threat to the buyer, it is a promise to yourself.

Draw the framework live:

flowchart TD A[Open Deal] --> B[Step 1: Write BATNA] B --> C[Step 2: Set Anchor at List] C --> D[Buyer Counter] D --> E{Below Walk-Away?} E -->|Yes| F[Walk + Re-engage in 90 days] E -->|No| G[Step 3: Give-Get Trade] G --> H[Calibrated Question: How am I supposed to do that?] H --> I{Trade Accepted?} I -->|Yes| J[Close at Defended Price] I -->|No| K[Restate Walk-Away, Silence] K --> E

Reps should be able to redraw this on a napkin by Wednesday.

3. Verbatim Scripts (15 min)

Hand out the script card. Read each line out loud as a room. Cadence matters. Pause where the periods are.

Anchor open (rep says first, before procurement quotes a number):

"Our list price for the Growth plan at your 250-seat footprint is $148,000 annually. That includes onboarding, the integration to Salesforce, and 24/7 priority support. Where would you like to start?"

Procurement push for 30% off:

"I hear you on 30%. How am I supposed to do that without taking onboarding and priority support out of the package?"

Then silence. Count to seven in your head. Do not fill the silence. Black Swan Group trains FBI negotiators on this exact pause.

Give-get counter:

"I can get you to $132,000 if we do two things. One, you sign a 24-month agreement with a 5% uplift in year two. Two, your CRO agrees to a 30-minute reference call with two of our prospects in Q4. Does that work?"

Label the emotion when the buyer goes quiet or pushes back hard:

"It sounds like budget is the constraint here, not the value of the product. Is that right?"

Mirroring when the buyer says something incomplete: repeat the last three words as a question.

Buyer: "We just cannot get there on price." Rep: "Cannot get there on price?"

Walk-away language when below threshold:

"I want to be straight with you. $95,000 is below the number I can sign at this seat count. I would rather re-engage in 90 days at the right number than start a partnership that puts our team underwater. Can we calendar a Q4 conversation?"

Notice what the scripts do not say: "Let me check with my manager" is banned for the rest of Q3. Reps own their walk-away number. "Best and final" is also banned. It is a buyer phrase. AEs are sellers.

4. Role-Plays (15 min)

Pair the room. Five minutes per role, swap, five minutes back, then a five-minute group debrief.

Scenario A: The price slasher. Procurement opens with "We have budget for $70k, take it or leave it." List is $120k. The seller's job: anchor at list first even though the buyer has already anchored low, then use the how-am-I-supposed-to-do-that calibrated question, then trade two gives for one get.

Scenario B: The end-of-quarter squeeze. It is September 28. Buyer says "Sign today at 25% off or we go with the incumbent." The seller's job: hold the anchor, label the urgency ("It sounds like you have an internal deadline I should know about"), and offer a payment-term give rather than a price give.

Scenario C: The CFO ambush. A new stakeholder joins the call in minute 38, says "Your competitor is $40k cheaper for the same thing." The seller's job: mirror ("The same thing?"), then use a Black Swan question to surface what the CFO actually needs.

Managers walk the room. Score each pair on three criteria: (1) Did the seller anchor first? (2) Did the seller trade, not give? (3) Did the seller name a walk-away number out loud?

Debrief out loud. The fastest learning happens when one pair role-plays in front of the room while the rest critique. Pick the rep who is most afraid of being called on first. That is the one who needs the reps the most.

5. Common Pitfalls (5 min)

Five mistakes that cost margin every week.

Pitfall 1: Defining BATNA as "lose the deal." That is not a BATNA, that is panic. Real BATNA is a named alternative deal with a date.

Pitfall 2: Letting procurement anchor first. Sellers who wait for the buyer's number lose 9.2% ACV on average per the Gong 2027 benchmark. Speak the list number in the first 90 seconds.

Pitfall 3: Giving without getting. A discount with no trade trains the buyer to ask again next quarter at renewal. Every concession needs a multi-year term, logo right, reference, or expansion commit attached.

Pitfall 4: Splitting the difference. Sounds fair. Is catastrophic. $100k between $120k and $80k hands the buyer $20k of free margin.

Pitfall 5: Walking away in your head but not on the call. A walk-away number you never speak aloud is a diary entry. Reps must say the number, then stay silent, then end the call professionally.

6. Action Items + Drill (5 min)

End on commitments, not vibes.

Action 1 (by EOD Monday): Every AE submits a completed worksheet for every open deal above $25k ACV to their manager via Slack DM. Manager counter-signs the walk-away number or kicks it back.

Action 2 (by Tuesday noon): Each rep records a 90-second Loom of the verbatim anchor script for their largest open deal and shares it in the #negotiation-reps Slack channel. Manager reacts with a thumbs-up or a comment.

Action 3 (Wednesday-Friday): Reps run the framework on at least three live calls. Tag the call in Gong with the #neg101 label so the manager can review.

Action 4 (Friday 4 PM): 15-minute team retro. Each rep brings one win and one moment they almost split the difference. No blame, just patterns.

The post-meeting drill:

flowchart LR A[Mon AM: Worksheet for every deal] --> B[Mon PM: Manager counter-signs walk-away] B --> C[Tue noon: Loom of anchor script] C --> D[Wed-Fri: 3 live calls tagged #neg101 in Gong] D --> E[Fri 4 PM: Team retro, 1 win + 1 near-split] E --> F[Next Monday: Pipeline call uses worksheet language]

The drill is non-negotiable. Reps who do not complete the worksheet by EOD Monday do not get a forecast call that week. Forecast is earned, not given.

FAQ

Q1: Our reps say "I don't have a real BATNA, my pipeline is thin." How do I coach that? That is the actual problem under the negotiation problem. Thin pipeline equals zero leverage equals reps caving on price. Run a two-week prospecting blitz in parallel with this training.

Until the rep has 3x quota in qualified pipeline, every BATNA conversation is theater. Pair this training with a mandatory 30-call-a-day outbound block for any rep below 2.5x coverage.

Q2: What if procurement refuses to negotiate and just says "give us your best price now"? That is a classic procurement pressure tactic documented in Chris Voss's Black Swan training. The answer: refuse to give a single number. Respond: *"Our best price depends on three things: term length, payment timing, and reference rights.

Which of those three has the most flexibility on your side?"* That re-opens the trade. If procurement still refuses, you have your answer about whether the deal was real.

Q3: How do I know if a walk-away number is realistic versus posturing? Three tests. One, can the rep name the next-best deal in their pipeline by name and stage? Two, can the rep show the unit economics at the proposed number (CAC payback, gross margin)?

Three, does the manager counter-sign in writing? If all three are yes, the walk-away is real. If any one is no, it is a wish, not a number.

Q4: My team is mostly junior AEs who have never negotiated. Is this too advanced? No. Junior reps actually adopt B-A-G-N-W faster than tenured reps because they have no bad habits to unlearn.

The biggest blocker for tenured reps is emotional discomfort with the seven-second silence after a calibrated question. Drill the silence specifically. Use a stopwatch in role-plays.

The first three times will feel awful. By the fifth rep, it is muscle memory.

Q5: How does this hold up against procurement-led buying via Vendr, Tropic, or Sastrify? Vendr's 2027 Buyer Behavior data shows third-party procurement now touches 41% of SaaS deals above $50k ACV. The framework still works, but you adjust two things. One, expect the first counter to land 22-27% below list as the procurement house standard opening.

Two, your give-get trades must be procurement-friendly: multi-year commit, NET-30 terms, and published case study are the three trades that close in procurement-led deals. Avoid trades that require buyer-side champion effort, they die in the procurement workflow.

Sources

Roger Fisher, William Ury, Bruce Patton — *Getting to Yes: Negotiating Agreement Without Giving In* (Penguin, 3rd ed.) — original BATNA framework, Harvard Program on Negotiation.
Chris Voss — *Never Split the Difference: Negotiating As If Your Life Depended On It* (Harper Business, 2016) — calibrated questions, mirroring, labeling, Ackerman method.
Daniel Kahneman — *Thinking, Fast and Slow* (FSG, 2011) — anchoring effect, behavioral economics underpinning of first-number bias.
Harvard Program on Negotiation (PON) — Daily Blog, "Translate Your BATNA to the Current Deal," pon.harvard.edu/daily/batna.
Gong Revenue Intelligence Benchmarks, Q1-2027 report — anchor-first sellers close at 9.2% higher ACV.
Vendr 2027 SaaS Purchasing Report — procurement opening discount asks averaging 27%, third-party procurement involvement in 41% of $50k+ deals.
The Black Swan Group (Chris Voss's firm) — blackswanltd.com training library on tactical empathy and Black Swans.
Rain Group Sales Training — "How to Manage a Sales Negotiation to Your BATNA," rainsalestraining.com.
Simon-Kucher & Partners — "Mastering B2B Sales Negotiations: Essential Best Practices for Success," 2026 pricing research.
Anthony Iannarino, The Sales Blog — counter-perspective on BATNA limitations in modern B2B sales, thesalesblog.com.

Keep reading

### Direct Answer

Run this **60-minute Negotiation 101** meeting in six tight blocks: **Setup (5)**, **Framework Teach (15)**, **Verbatim Scripts (15)**, **Role-Plays (15)**, **Common Pitfalls (5)**, **Action Items + Drill (5)**. Your AEs leave with a **BATNA card** for every open Q3-2027 deal, a **first-anchor number** they will say out loud, a **give-get trade list**, three **Chris Voss calibrated questions**, and a written **walk-away threshold** their manager has counter-signed. Conduct it Monday morning before the pipeline call so the reps use it on live deals the same week.

## 1. Setup (5 min)

Open the room with one sentence: **"By Friday, every open deal in your pipeline will have a written BATNA, an anchor, and a walk-away number, or we don't forecast it."** That is the contract for the hour.

Hand each AE a **one-page negotiation worksheet** with five fields: **Deal name**, **Our BATNA**, **Their BATNA (best guess)**, **Opening anchor**, **Walk-away floor**. Keep it on the desk for the entire 60 minutes. No laptops open. Phones face down.

Frame the **why**: in **Q1-2027 Gong's Revenue Intelligence Benchmarks** report, deals where the seller anchored first closed at **9.2% higher ACV** than deals where procurement anchored first. **Vendr's 2027 SaaS Purchasing Report** shows the average procurement team now asks for a **27% discount** as their opening move, up from 22% in 2025. If your AEs do not have a framework, **margin walks out the door** before anyone has read the order form.

Set the **success metric** for the meeting itself: by minute 60, every rep has **role-played one live deal** out loud and has a manager-counter-signed walk-away number written in pen, not pencil.

## 2. Framework Teach (15 min)

Teach the **B-A-G-N-W stack** on the whiteboard. Five letters, five minutes each.

**B is BATNA.** Best Alternative To a Negotiated Agreement, coined by **Roger Fisher and William Ury** at the Harvard Program on Negotiation. For an AE, your BATNA is never **"lose the deal"**. It is **"close the next-best opportunity in my pipeline this quarter"** or **"hold price and re-engage in 90 days"**. Reps with a real BATNA negotiate from leverage. Reps without one negotiate from fear and **concede the first 12% before lunch**.

**A is Anchor.** The **first number in the room** sets the gravity for everything that follows. **Daniel Kahneman** showed in *Thinking, Fast and Slow* that even arbitrary numbers move final outcomes by 20-40%. Your AE must **state list price first**, in a complete sentence, without flinching, **before** procurement opens its mouth.

**G is Give-Get.** Every concession is a **trade**, never a gift. Procurement asks for **15% off**. Your AE counters with **"I can take 8% off if you move to a 24-month commit and give us a logo case study by week 6."** Two gives for one get. If the buyer will not trade, they were never going to close at the higher number anyway.

**N is Never Split the Difference.** From **Chris Voss**, former FBI lead international hostage negotiator. Splitting feels fair and **destroys margin**. If list is **$120k** and procurement says **$80k**, "meet in the middle at $100k" hands $20k to the buyer for free. Instead, use **calibrated questions** that start with **how** or **what**: *"How am I supposed to do that?"* *"What about this works for your team?"*

**W is Walk-Away.** A number written down **before** the call. Below this, the AE hangs up and emails the manager. Walk-away is not a threat to the buyer, it is a **promise to yourself**.

Draw the framework live:

```mermaid
flowchart TD
    A[Open Deal] --> B[Step 1: Write BATNA]
    B --> C[Step 2: Set Anchor at List]
    C --> D[Buyer Counter]
    D --> E{Below Walk-Away?}
    E -->|Yes| F[Walk + Re-engage in 90 days]
    E -->|No| G[Step 3: Give-Get Trade]
    G --> H[Calibrated Question: How am I supposed to do that?]
    H --> I{Trade Accepted?}
    I -->|Yes| J[Close at Defended Price]
    I -->|No| K[Restate Walk-Away, Silence]
    K --> E
```

Reps should be able to **redraw this on a napkin** by Wednesday.

## 3. Verbatim Scripts (15 min)

Hand out the **script card**. Read each line out loud as a room. Cadence matters. **Pause where the periods are.**

**Anchor open** (rep says first, before procurement quotes a number):

> "Our list price for the **Growth plan** at your **250-seat** footprint is **$148,000 annually**. That includes onboarding, the integration to **Salesforce**, and **24/7 priority support**. Where would you like to start?"

**Procurement push for 30% off**:

> "I hear you on **30%**. **How am I supposed to do that** without taking onboarding and priority support out of the package?"

Then **silence**. Count to seven in your head. Do not fill the silence. **Black Swan Group** trains FBI negotiators on this exact pause.

**Give-get counter**:

> "I can get you to **$132,000** if we do two things. **One**, you sign a **24-month** agreement with a **5% uplift** in year two. **Two**, your **CRO** agrees to a 30-minute reference call with two of our prospects in **Q4**. Does that work?"

**Label the emotion** when the buyer goes quiet or pushes back hard:

> "It sounds like budget is the constraint here, not the value of the product. Is that right?"

**Mirroring** when the buyer says something incomplete: repeat the **last three words** as a question.

> Buyer: "We just cannot get there on price."
> Rep: "Cannot get there on price?"

**Walk-away language** when below threshold:

> "I want to be straight with you. **$95,000** is below the number I can sign at this seat count. I would rather **re-engage in 90 days** at the right number than start a partnership that puts our team underwater. Can we calendar a Q4 conversation?"

Notice what the scripts **do not** say: **"Let me check with my manager"** is banned for the rest of Q3. Reps own their walk-away number. **"Best and final"** is also banned. It is a buyer phrase. AEs are sellers.

## 4. Role-Plays (15 min)

Pair the room. **Five minutes per role**, swap, **five minutes back**, then a **five-minute group debrief**.

**Scenario A: The price slasher.** Procurement opens with **"We have budget for $70k, take it or leave it."** List is **$120k**. The seller's job: **anchor at list first** even though the buyer has already anchored low, then use the **how-am-I-supposed-to-do-that** calibrated question, then **trade two gives for one get**.

**Scenario B: The end-of-quarter squeeze.** It is **September 28**. Buyer says **"Sign today at 25% off or we go with the incumbent."** The seller's job: hold the anchor, **label the urgency** ("It sounds like you have an internal deadline I should know about"), and offer a **payment-term give** rather than a **price give**.

**Scenario C: The CFO ambush.** A new stakeholder joins the call in minute 38, says **"Your competitor is $40k cheaper for the same thing."** The seller's job: **mirror** ("The same thing?"), then use a **Black Swan** question to surface what the CFO actually needs.

Managers walk the room. **Score each pair** on three criteria: (1) Did the seller anchor first? (2) Did the seller trade, not give? (3) Did the seller name a walk-away number out loud?

Debrief out loud. The fastest learning happens when one pair role-plays in front of the room while the rest critique. **Pick the rep who is most afraid of being called on first.** That is the one who needs the reps the most.

## 5. Common Pitfalls (5 min)

Five mistakes that cost margin every week.

**Pitfall 1: Defining BATNA as "lose the deal."** That is not a BATNA, that is **panic**. Real BATNA is a named alternative deal with a date.

**Pitfall 2: Letting procurement anchor first.** Sellers who wait for the buyer's number lose **9.2% ACV** on average per the **Gong 2027** benchmark. **Speak the list number in the first 90 seconds**.

**Pitfall 3: Giving without getting.** A discount with no trade trains the buyer to ask again next quarter at renewal. Every concession needs a **multi-year term, logo right, reference, or expansion commit** attached.

**Pitfall 4: Splitting the difference.** Sounds fair. Is catastrophic. **$100k between $120k and $80k** hands the buyer **$20k of free margin**.

**Pitfall 5: Walking away in your head but not on the call.** A walk-away number you never speak aloud is a **diary entry**. Reps must say the number, then stay silent, then end the call professionally.

## 6. Action Items + Drill (5 min)

End on **commitments**, not vibes.

**Action 1 (by EOD Monday)**: Every AE submits a completed worksheet for every open deal above **$25k ACV** to their manager via **Slack DM**. Manager counter-signs the walk-away number or kicks it back.

**Action 2 (by Tuesday noon)**: Each rep records a **90-second Loom** of the verbatim anchor script for their largest open deal and shares it in the **#negotiation-reps** Slack channel. Manager reacts with a thumbs-up or a comment.

**Action 3 (Wednesday-Friday)**: Reps run the framework on at least **three live calls**. Tag the call in **Gong** with the **#neg101** label so the manager can review.

**Action 4 (Friday 4 PM)**: 15-minute team retro. Each rep brings one **win** and one **moment they almost split the difference**. No blame, just patterns.

The post-meeting drill:

```mermaid
flowchart LR
    A[Mon AM: Worksheet for every deal] --> B[Mon PM: Manager counter-signs walk-away]
    B --> C[Tue noon: Loom of anchor script]
    C --> D[Wed-Fri: 3 live calls tagged #neg101 in Gong]
    D --> E[Fri 4 PM: Team retro, 1 win + 1 near-split]
    E --> F[Next Monday: Pipeline call uses worksheet language]
```

The drill is **non-negotiable**. Reps who do not complete the worksheet by **EOD Monday** do not get a forecast call that week. **Forecast is earned, not given.**

## FAQ

**Q1: Our reps say "I don't have a real BATNA, my pipeline is thin." How do I coach that?**
That is the actual problem under the negotiation problem. Thin pipeline equals zero leverage equals reps caving on price. Run a **two-week prospecting blitz** in parallel with this training. Until the rep has **3x quota in qualified pipeline**, every BATNA conversation is theater. Pair this training with a **mandatory 30-call-a-day outbound block** for any rep below 2.5x coverage.

**Q2: What if procurement refuses to negotiate and just says "give us your best price now"?**
That is a **classic procurement pressure tactic** documented in **Chris Voss's Black Swan training**. The answer: refuse to give a single number. Respond: *"Our best price depends on three things: term length, payment timing, and reference rights. Which of those three has the most flexibility on your side?"* That re-opens the trade. If procurement still refuses, you have your answer about whether the deal was real.

**Q3: How do I know if a walk-away number is realistic versus posturing?**
Three tests. **One**, can the rep name the **next-best deal** in their pipeline by name and stage? **Two**, can the rep show the **unit economics** at the proposed number (CAC payback, gross margin)? **Three**, does the **manager counter-sign** in writing? If all three are yes, the walk-away is real. If any one is no, it is a **wish, not a number**.

**Q4: My team is mostly junior AEs who have never negotiated. Is this too advanced?**
No. Junior reps actually adopt **B-A-G-N-W faster** than tenured reps because they have no bad habits to unlearn. The biggest blocker for tenured reps is **emotional discomfort** with the seven-second silence after a calibrated question. Drill the silence specifically. Use a **stopwatch** in role-plays. The first three times will feel awful. By the fifth rep, it is muscle memory.

**Q5: How does this hold up against procurement-led buying via Vendr, Tropic, or Sastrify?**
**Vendr's 2027 Buyer Behavior** data shows third-party procurement now touches **41% of SaaS deals above $50k ACV**. The framework still works, but you adjust two things. **One**, expect the **first counter to land 22-27% below list** as the procurement house standard opening. **Two**, your **give-get trades must be procurement-friendly**: multi-year commit, NET-30 terms, and **published case study** are the three trades that close in procurement-led deals. Avoid trades that require buyer-side champion effort, they die in the procurement workflow.

## Sources

- **Roger Fisher, William Ury, Bruce Patton** — *Getting to Yes: Negotiating Agreement Without Giving In* (Penguin, 3rd ed.) — original BATNA framework, Harvard Program on Negotiation.
- **Chris Voss** — *Never Split the Difference: Negotiating As If Your Life Depended On It* (Harper Business, 2016) — calibrated questions, mirroring, labeling, Ackerman method.
- **Daniel Kahneman** — *Thinking, Fast and Slow* (FSG, 2011) — anchoring effect, behavioral economics underpinning of first-number bias.
- **Harvard Program on Negotiation (PON)** — Daily Blog, "Translate Your BATNA to the Current Deal," pon.harvard.edu/daily/batna.
- **Gong Revenue Intelligence Benchmarks**, Q1-2027 report — anchor-first sellers close at 9.2% higher ACV.
- **Vendr 2027 SaaS Purchasing Report** — procurement opening discount asks averaging 27%, third-party procurement involvement in 41% of $50k+ deals.
- **The Black Swan Group** (Chris Voss's firm) — blackswanltd.com training library on tactical empathy and Black Swans.
- **Rain Group Sales Training** — "How to Manage a Sales Negotiation to Your BATNA," rainsalestraining.com.
- **Simon-Kucher & Partners** — "Mastering B2B Sales Negotiations: Essential Best Practices for Success," 2026 pricing research.
- **Anthony Iannarino, The Sales Blog** — counter-perspective on BATNA limitations in modern B2B sales, thesalesblog.com.

Was this helpful?

Related in the library

60-Min Sales Training: Negotiation 101 for AEs

Direct Answer

1. Setup (5 min)

2. Framework Teach (15 min)

3. Verbatim Scripts (15 min)

4. Role-Plays (15 min)

5. Common Pitfalls (5 min)

6. Action Items + Drill (5 min)

FAQ

Sources

What does the score mean?