FAQ

Questions about Pacy, answered

Answers to what managers usually ask when they want to develop a team that works with customers, compare the ways to do it and understand how Pacy works.

Developing a team that works with customers

How do you develop a customer-facing team when nobody in the company owns that job?
Start with the business, not with a training catalog. Pick one or two situations where things fall short today, such as opportunities that stall after the first meeting or existing customers who don’t buy more. Decide what the team should do differently in those moments, and have the team practice them out loud, more than once, before they face them with a real customer. You don’t need a sales enablement function for this, but someone has to own it. With Pacy, that’s you as the manager, and Pacy builds the training and keeps it going.
Why does sales training so rarely show up in customer meetings?
A course gives people knowledge. What matters in the meeting is what someone says when the customer pushes back on price or wants to delay the decision, and that is a skill. Skills come from practicing, getting feedback and going again. A course often ends where that part should begin, and the examples rarely come from the company’s own customers. That leaves a big gap between the course and the customer meeting.
How do I know what my team needs to practice?
Look at where opportunities stall and ask what gets said in those meetings. It usually comes down to a few recurring situations: the price question, an objection to switching suppliers or the right decision-maker never getting involved. If you’re not sure, an AI agent in Pacy interviews you to map how the team works, and then suggests where training will pay off most in the business. Pacy suggests, you decide.
Is it always a training problem when sales stall?
No. If the offer is wrong, the price is wrong or the process is unclear, practice won’t fix it. Training makes a difference when the gap is in what people do and say with customers. Separate the two before you buy any kind of training, including ours.
How do we turn the founder’s way of selling into something the whole team can do?
Describe what the founder does in the moments that matter: which questions they ask, how they explain the price and when they propose the next step. What can be described can be practiced. In Pacy, those moments become a training program where the team talks to an AI that plays your customers and practices until it sticks. The founder doesn’t need to be part of the sessions, but is the best person to review the program before it’s published.

Ways to develop your team

What are the ways to develop a sales team, and when does each one fit?
The most common are coaching the team yourself, buying a sales training course, hiring a sales coach or consultant and having the team practice with AI. Coaching yourself stays close to reality but is limited by your time. A course gives everyone a shared foundation but is rarely built on your customers. A consultant can build something fully tailored, but it often becomes a project with a start and an end. AI role-play and AI assistants are easy to start with but don’t give the team a shared direction. Pacy is built for teams that want training built from their own business, for the whole team, and want to start this week.
Should we buy a sales training course or use Pacy?
A sales training course fits when the team needs a shared foundation, such as a methodology everyone should know. Pacy fits when the team needs to get better in your own customer situations: the objection you hear every week, the price question in your industry or the conversation with an existing customer who should be buying more. You can combine the two. Material and models from a course you’ve already bought can become source material for a Pacy program, so the team practices applying them with your customers.
We have bought sales training before and it led nowhere. How is this different?
The difference is what happens after the training day. With Pacy, the team practices out loud in short sessions over time with an AI that plays your customers, gets feedback and goes again until it sticks. The situations come from your own business, and you can see that the practice is happening. When things change, you build a new program. Training you’ve already bought can become part of it rather than being written off.
How is Pacy different from hiring a sales coach or consultant?
A good sales coach or consultant can learn your business, see things in the organization that no software can and build something fully tailored. That takes time, and when the engagement ends, someone has to keep the practice going. Pacy builds a program from situations in your own business in about an hour, and the team then practices as often as it needs to without anyone scheduling time. The two can work together: a consultant can help you decide what the team should get better at, and Pacy gives the team a way to practice it.
Isn’t it enough that I coach the team myself?
Your own coaching is valuable, and Pacy doesn’t replace it. The limit is time. Few managers have time to practice the same situation again and again with every person on the team. That’s the part Pacy handles. The team practices on its own, and you can spend your coaching on what only you can do: joining meetings, prioritizing customers and talking with each person about what should improve.
Can’t the team just practice with an AI role-play tool or an AI assistant?
You can ask an AI to play a customer, and for one person preparing for one meeting, that may be enough. What’s missing is everything around the practice. Someone has to choose which situations matter, describe your customers and objections, make sure the whole team practices the same things and give feedback against what you want the team to improve. In Pacy, that’s part of how the program is built. The program is built from your business, everyone on the team practices the same situations and you can see that the practice is happening. After the program, each team member continues with an AI coach for their real customer meetings.

What Pacy is and how it works

What is Pacy?
Pacy is hands-on, company-specific training for real customer conversations. Pacy builds a training program around your business. Your team talks to an AI that plays your customers, gets feedback and goes again until it sticks. Before real meetings, everyone has an AI coach in their corner. If you know what the team should practice, Pacy builds the program directly from your customer situations. If you’re not sure, Pacy interviews you first and suggests where training will make the biggest difference. A program takes about an hour to build.
Who is Pacy for?
Pacy is for someone responsible for a business objective and a team that works with customers, in a B2B company where nobody else’s job is to develop the team. That might be a head of sales, a business unit leader or the CEO. The people who practice are rarely only salespeople. Engineers, advisers, project managers and consultants often lead the conversations that decide whether business is won.
What happens in a practice session?
A session takes about ten minutes on mobile or web. The team member faces a situation from the program, such as a customer who thinks the price is too high, and talks to an AI that plays the customer. The AI responds to what’s actually said. Afterwards, feedback in the session shows what worked and what could be done differently, and then the team member goes again. Sessions also include short explanations and other exercises, so the conversation with the customer builds on something.
What does the AI coach do, and how is it different from the AI that plays the customer?
In the practice sessions, the team member trains with an AI that plays the customer, runs the role-play and gives feedback after each exercise. The AI coach is something else. It stays with each team member after the program. It gets to know the person and their customers through what they share, and it knows what the team has practiced. Team members use it to prepare for an upcoming customer conversation, talk through a previous one or think through a commercial question about one of their accounts. The coach is used before and after customer meetings, never during them.

The program

Do I need to know in advance where the team needs to improve?
No. An AI agent in Pacy interviews you to map how your team works with customers. It’s a longer conversation about what you want to achieve, where opportunities stall, what happens in meetings and what separates what works from what doesn’t. The questions help you put into words what you’re seeing, and even managers who feel they know their sales process well can discover gaps. Based on the interview, Pacy suggests where training will pay off most in the business. You choose what the program covers. The suggestions are based on your view of the team, not on data from your systems, so test them against what you see.
How is the training program built?
You build it in a chat with an AI agent in Pacy. The agent interviews you about the business objective, your customers and the situations the team encounters, and then drafts a program. You review the draft, change what doesn’t fit and decide when the program is published. Nobody on the team sees anything before then. If you’d like help the first time, we can do the interview with you.
What happens when the offer or target segment changes?
You build a new program. Each Pacy program reflects a particular situation: your pricing, a type of customer and the objections the team encounters. When those change, you build the next program for the new situation. Every new program costs the same.
How long does a program last?
For as long as what the team is practicing still applies. There is no fixed end date. In practice, you build a new program when the business objective changes, the offer changes or the team starts encountering a new situation.
Can we use material we already have?
Yes. Sales materials, product descriptions, price lists and training you’ve already bought can all be used as source material. Pacy builds the training on what you already have rather than replacing it.

The coach, the team and privacy

Where does Pacy get what it knows about our customers?
From what you tell it and choose to share. When the program is built, you describe your business, customer types and the objections you encounter, and material you add can be included too. That material is the basis for the program and for the AI that plays your customers in the practice sessions, and none of it comes from anyone’s CRM. The AI coach starts from the same material and then gets to know each team member and their customers. Team members who want to can connect the coach to their own CRM, if it’s one Pacy supports, and share emails and meeting transcripts with it. The coaching is then about their own customers and accounts. As a manager, you never see those conversations.
As a manager, can I see each person’s practice sessions?
You can see which sessions have been completed and the team’s activity as a whole. You cannot see what anyone said in an individual session or in their conversations with the AI coach. Practice happens privately, and that’s what makes people willing to get it wrong here instead of in front of a customer.
Can colleagues see one another’s practice sessions?
No. Each person practices privately. What the team shares is the program, so everyone practices the same situations without seeing anyone else’s sessions.
What happens if someone on the team does not practice?
You can see which sessions have been completed. What happens next is a management decision, and it stays with you, not Pacy. Sessions take about ten minutes and fit into gaps that already exist in the week.

Results, getting started and after the trial

How do I know whether the training makes a difference?
You can see that the practice is happening: which sessions have been completed and the team’s activity as a whole. Track whether it shows up in results with your own metrics and what you see in meetings. Pacy does not record customer meetings or measure business outcomes. Before you start, pick one or two signs to watch, such as how often opportunities stall after the first meeting, so you know what to look for.
How quickly can the team start?
A program takes about an hour to build. Once you’ve reviewed and published it, the team can usually start the next day on mobile or web. There’s no project to set up and no integration to wait for.
What happens after the trial?
The trial lasts 14 days, and you don’t need to enter payment details to build and try a program. Publishing costs €250 per program, plus €59 per user per month for each person who practices, so you only pay once you publish the program for the team. You can cancel anytime, and all prices exclude VAT. If you do nothing, the program remains unpublished.
Can we start with part of the team?
Yes. You decide who receives the program when you publish it, and you pay per user. Starting with the group where the need is clearest is a practical way to start, and you can add more people once the program has settled in.