Plumbing
Sales Assessment Results
57
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's cut to the chase: your performance is hanging around average territory, which is not where you want to be. Your strongest techniques seem to revolve around addressing customer concerns and outlining your company's strengths, but you’re missing the mark on engagement and curiosity. You're not actively listening enough, which is crucial in sales. There’s a consistent pattern of providing solid information but lacking the follow-up questions that could deepen the conversation and build rapport. You need to infuse empathy into your responses—acknowledge your prospects' feelings and situations more directly. This would elevate your interactions significantly.
To push your skills forward, dive into mastering the Consultative Selling and Objection Handling techniques. They will help you foster deeper connections and engage your prospects effectively. Remember, sales is about communication, not just information.
Here's your coaching moment: think of every prospect interaction as a dialogue, not a monologue. You have the knowledge; now lean into curiosity. Ask questions that not only clarify their needs but also invite them to share their experiences. It’s time to listen more than you talk and watch how your sales conversations transform.
Question Breakdown
1.
6
/ 10Question:
"I'm concerned about the reliability of your plumbing solutions given our urgent need for repairs right now."
Answer:
We back all of our repairs with above market average warranties and offer premium partnership programs with free inspections yearly to insure you’re systems are working properly
Feedback:
The response does a decent job of addressing the concern about reliability by mentioning warranties and partnership programs. However, it could have been more effective by acknowledging the urgency of the prospect's situation and perhaps asking a question to further understand their specific needs or concerns. This would demonstrate active listening and a more collaborative approach. Including a specific example or testimonial about a previous urgent situation could have also added value. Overall, while it provides some reassurance, it lacks a bit of engagement and discovery.
Score: 6
2.
4
/ 10Question:
"How do your services compare in quality and price against the vendor we've used for years?"
Answer:
We only install the highest grade materials backed by market leading warranties. We inspect our work once yearly to insure proper installation and function for years to come
Feedback:
While the response provides some information about quality and warranties, it doesn't directly address the price comparison or the specific vendor mentioned by the prospect. A more effective approach would be to acknowledge the loyalty to the previous vendor and then present a clear, comparative analysis of both quality and pricing. Additionally, asking questions about the aspects of service that the prospect values most could help in tailoring your response better. Overall, the response lacks curiosity, active listening, and a collaborative approach to engage the prospect further.
Consider integrating a closing technique by inviting them to discuss their experiences with the previous vendor to identify gaps your services can fill.
Score: 4
3.
7
/ 10Question:
"What kind of post-purchase support can we expect if something goes wrong after installation?"
Answer:
Same day priority scheduling for all call backed issues. We provide a detailed outline of our warranty signed by the owner and customer at time of completion of whatever project may be going on before any payment is collected
Feedback:
The response addresses the concern about post-purchase support effectively by outlining the priority scheduling and the warranty process. However, it could benefit from a more empathetic tone that reassures the customer about their concerns. It would be helpful to ask follow-up questions to uncover any specific worries they might have about the support. Additionally, while the response communicates the policy, it lacks a personalized touch that could enhance rapport. A closing technique could have been employed to reinforce confidence in the service. Overall, it's a solid answer but could improve in engagement and empathy.
4.
6
/ 10Question:
"With multiple projects on the go, can you assure us that your team will prioritize our plumbing emergency?"
Answer:
I understand you’re concern for wanting to be put first in our minds with our busy schedule but rest assured the salesman who you work with from day one will be you’re point of contact throughout the entire process available for any questions or concerns that may arise. We do not leave jobs or ask for any payments until they are complete and satisfactory in our customers eyes.
Feedback:
The response addresses the concern of prioritization by emphasizing the consistency of communication and commitment to customer satisfaction, which is good. However, the message could be clearer and more concise. There are some grammatical errors (e.g., 'you’re' should be 'your') that detract from professionalism. Additionally, the response lacks a direct assurance of prioritization or a specific example of how they manage emergency requests, which could enhance trust. It would also benefit from asking a follow-up question to ensure the prospect feels heard and understood. Overall, the response is helpful but could be improved in clarity and engagement.
5.
7
/ 10Question:
"What makes your company more stable than others in this competitive market?"
Answer:
We operate at a lower overhead than most of our major leading competition, we have the right staff to accommodate our needs but are not overstaffed resulting in higher final cost to the consumer. There fore we offer a more personal experience at a more cost effective price point, allowing our customer to enjoy the best of both worlds.
Feedback:
The response effectively addresses the objection by highlighting the company's lower overhead and staffing efficiency, which contributes to cost-effectiveness and personalized service. However, it could benefit from a more structured approach by incorporating value exploration, perhaps by providing specific examples of how this translates into real benefits for the customer. Additionally, it lacks a closing technique, such as a question to engage the prospect further or prompt a decision. Overall, the communication is clear, but it could improve in terms of curiosity and discovery by asking about the specific needs or concerns of the customer.
Score: 7
6.
5
/ 10Question:
"I'm worried your solutions may have a larger environmental footprint than we can accept right now."
Answer:
I understand your concerns especially in the crazy world we live in now, but rest assured we offer replacement solutions that are minimally invasive and do not degrade or leave raw materials in the earth like materials of the past.
Feedback:
The response acknowledges the prospect's concern about the environmental impact, which is a good start. However, it lacks specific details or data to reinforce the claim of being 'minimally invasive' and 'not degrading.' Adding statistics or certifications could enhance credibility and provide a stronger solution-focused approach. The tone is appropriate, but it could be more engaging by inviting further questions or discussion. Overall, the response could benefit from a more collaborative and curious approach to fully explore the prospect's values regarding sustainability.
Score: 5
7.
5
/ 10Question:
"Can you guarantee that your service will integrate seamlessly with our current systems without major process changes?"
Answer:
Yes. We have years of training to retrofit our new technologies into any style of system with new material adaptation methods that insure leak free solutions for years to come
Feedback:
The response adequately addresses the concern by emphasizing the company's experience and training in integrating new technologies, which is relevant for the plumbing industry. However, it lacks a clear acknowledgment of the customer's specific systems and processes, which can create a disconnect. There is room for improvement in demonstrating understanding of the customer's unique situation. Asking follow-up questions about the existing systems would have shown curiosity and discovery. Additionally, offering a guarantee or a trial period could enhance the solution-focused approach. Overall, while the response is somewhat effective, it could benefit from more engagement and tailored reassurance.
Score: 5
8.
5
/ 10Question:
"I'm still unsure if we truly need your services; our current plumbing works fine, for now."
Answer:
No one plans for a plumbing emergency and especially not one that cause excess damage to you’re biggest investment you’ll make in you’re life which is you’re home. Plumbing is one thing that is much more effective when you are proactive to issues that may occur as compared to reactive to major catastrophies
Feedback:
The response effectively highlights the importance of being proactive in plumbing maintenance rather than reactive, which is a good start. However, it could benefit from a more empathetic tone to acknowledge the prospect's current satisfaction with their plumbing. Additionally, there are spelling errors ('you’re' should be 'your'), which detracts from the professionalism of the message. The response lacks a clear closing technique to guide the prospect toward considering your services. Asking a question about their current plumbing situation or common issues they might not be aware of could demonstrate curiosity and active listening. Overall, the message conveys the urgency and value of your services but needs refinement in tone, clarity, and engagement.
9.
6
/ 10Question:
"If we go with you, how quickly can we expect a team on site without compromising quality?"
Answer:
We have staffed ourselves to be able to offer 3-5 day scheduling so we may best serve any issues that arise
Feedback:
Your response is clear and provides a specific timeframe, which is good. However, it could have been more effective by addressing the concern about quality directly. You could mention how your team maintains quality during these quick turnarounds, maybe by highlighting training or experience. Additionally, asking a follow-up question to understand their specific needs or urgency would show curiosity and engagement. Overall, it's a solid start, but there's room for improvement in demonstrating value and building rapport.
Consider saying something like, 'We understand that quality is crucial, and we ensure that our team is not only quick but also highly trained and experienced. Can you share more about your specific project needs so we can tailor our approach?'
10.
6
/ 10Question:
"Given our tight budget, are there hidden costs we should be aware of that could affect our decision?"
Answer:
No. We offer locked in pricing so the price given at time of you’re purchase is the price you will pay when completed, we spend hours of in house training to insure our estimates are as precise and accurate as possible and are willing to absorb the cost of there is something we missed.
Feedback:
The response does address the concern about hidden costs by emphasizing locked-in pricing and the training that ensures precise estimates. However, it could benefit from a more empathetic tone, acknowledging the customer's budget constraints more directly. Additionally, asking a follow-up question to further understand their specific budget concerns would show curiosity and active listening. The response lacks a closing technique that could encourage the customer to move forward, such as asking if they would like to discuss how this pricing can fit into their budget. Overall, it's informative but could engage the customer more effectively.
Score: 6