Merchant services
Sales Assessment Results
63
Developing Closer
10 questions
Maximum score: 100
Completed in
Your performance reflects a solid grasp of active listening and empathy, particularly in recognizing and addressing customer concerns. However, there's a clear pattern of lacking depth in your responses, particularly when it comes to exploring the implications of staying with a current provider versus the benefits of switching. While you occasionally hit the mark with solution-focused communication and demonstrate some curiosity, the overall lack of clarity in your closing techniques and a more consultative approach is holding you back. To elevate your game, I recommend diving deeper into consultative selling techniques so you can better explore customer pain points and tailor your solutions accordingly. Additionally, mastering objection handling techniques would help you effectively counter concerns with confidence and clarity. Remember, building a sales conversation isn't just about answering questions; it's about steering the dialogue towards a compelling value proposition. Your coaching moment? Think of every interaction as a partnership—engage more, ask open-ended questions, and guide your prospects through a journey rather than just a transaction. You've got the foundation; now it's time to build on it!
Question Breakdown
1.
6
/ 10Question:
"I'm not sure if switching to a new merchant service provider is worth the hassle right now."
Answer:
I completely understand how you feel and it can seem like a hassle. In fact that’s how most owners feel. However what most of our clients found when switching over to us it was a hassle free process and they were also able to see a saving along with local support. Keep what you currently have. We will take care of the paperwork today while I’m here and then I’ll be back in a few weeks to set everything up
Feedback:
Your response starts off well by acknowledging the prospect's concern, which shows active listening and empathy. However, it lacks depth in addressing the implications of staying with their current provider versus switching to your service. You mention savings and local support but don't delve into how those benefits specifically relate to their situation. Also, the suggestion to keep their current provider feels contradictory; instead, you could emphasize the ease of transition and the benefits of making a change. It would be beneficial to ask open-ended questions to discover more about their hesitations and to build a collaborative approach. Overall, a strong initial acknowledgment but needs more solution-focused exploration and a clear closing technique.
Score: 6
2.
7
/ 10Question:
"I love the features you offer, but can I really afford the monthly fees?"
Answer:
It seems like our monthly fees are your biggest concern and one thing I may not have explained properly was even with our monthly fees you will still be saving 100% of your processing fees. In fact we have clients that have shared that had they not switched to us they would have gone out of business. We guarantee everything so if you are unhappy for any reason then you can cancel at no cost or penalty. All I need to get started is a voided business check.
Feedback:
The response addresses the concern about monthly fees by highlighting the significant savings on processing fees, which is an effective approach. However, it lacks a bit of curiosity and discovery; asking a question about the prospect's budget or financial considerations could have engaged them more. The tone is appropriate and reassuring, especially with the guarantee provided. While the response effectively communicates value and builds some rapport, missing a collaborative question could have strengthened the connection. Overall, a solid attempt, but room for improvement in engaging the prospect's perspective.
Score: 7
3.
4
/ 10Question:
"I've been using my current provider for years... why should I change now?"
Answer:
It seems like having a well established relationship is important to you? Let me ask, how did that relationship initially start? Obviously you made the best decision for your business at the time but would you see a reason for that to keep you from making the best decision for your business for the future? I’ll take care of the administrative piece today and come back in a few weeks to set everything up
Feedback:
The response acknowledges the importance of the established relationship, which is good for active listening. However, it lacks a clear solution-focused approach and doesn't directly address the prospect's concern about changing providers. The questions asked are somewhat convoluted and may not lead the prospect to consider the value of switching. Additionally, there's no clear closing technique employed, which could have helped in moving the conversation forward. Overall, while there are elements of curiosity and discovery, the response could benefit from clearer value exploration and a more compelling reason to change.
Consider being more direct about the benefits of your services compared to their current provider, and perhaps include a specific closing technique to encourage next steps.
Also, the phrasing could be simplified to ensure clarity and maintain engagement.
4.
8
/ 10Question:
"What if my staff doesn’t adapt well to this new system?"
Answer:
Is there something you feel that wouldn’t allow your staff to adapt to the new system? One thing that really sets us apart is that hands on approach to the installation process. We take care of the setup and also have 24/7 U.S. based technical support that is always available for anything questions. I’ll take care of the admin portion and schedule a time for training.
Feedback:
The response effectively addresses the concern by asking a clarifying question to understand the specific worries the prospect has about staff adaptation. It demonstrates a solution-focused approach by highlighting the hands-on installation process and the availability of 24/7 technical support, which adds value to the offering. The mention of scheduling training also shows a proactive stance in ensuring a smooth transition. However, it could benefit from a slightly more empathetic tone to acknowledge the prospect's concerns more directly. Overall, this response is clear and communicates the necessary information well, but could use a little more warmth in building rapport.
5.
5
/ 10Question:
"I just don’t see a strong enough value for the price you’re asking."
Answer:
How do you mean by value add for the price? It seems like you have been doing things this way for a long time! Growing up my grandfather always said “if it ain’t broke don’t fix it” and obviously your way works but let me asked if by just investing into this new technology and everything it would be able to do to save you time imagine what you could do with that extra time. Could you spend more time with family? Could you hire someone and finally take that vacation you mentioned? Everything we do is guaranteed. You have absolutely no risk. All I need to take care of the administrative part is a little information and to get your okay in a few spots
Feedback:
The response attempts to address the objection by asking for clarification on the perceived value, which is a good start. However, it lacks a strong focus on the specific benefits that the service provides, which is crucial in the merchant services industry where competition is fierce. The mention of saving time and the potential for more personal time is relevant, but it could be more compelling if you tied those benefits directly to the specific services you're offering and included quantifiable metrics demonstrating ROI. Additionally, the use of an anecdote about the grandfather might come off as overly casual and could detract from the seriousness of the discussion. A more consultative approach, perhaps by exploring the prospect's current pain points and aligning your solution to address those, would be more effective. Overall, it lacks clear communication and a solution-focused approach that is necessary to build trust and rapport in a merchant services context.
Score: 5
6.
6
/ 10Question:
"I’ve heard mixed reviews about companies like yours; how do I know I can trust you?"
Answer:
It seems like having a company you can trust is important? I understand how you feel and most of my clients had the same question prior to switching to us. In my business we work off referrals so high quality service is our focus plus we guarantee everything so you have no risk. I’ll take care of the paperwork and schedule a time to come back to set everything up for a seamless transition.
Feedback:
The response effectively acknowledges the prospect's concern about trust, which is a good first step. However, it could benefit from deeper exploration of the specific mixed reviews mentioned. Asking open-ended questions about their past experiences or what specific concerns they have would demonstrate curiosity and discovery. While mentioning referrals and guarantees adds credibility, it should be paired with more concrete examples or testimonials to strengthen the trust factor. The closing technique could be more assertive; rather than just offering to take care of paperwork, a clear next step for the prospect would enhance the urgency and push towards a commitment. Overall, the tone is appropriate, but it lacks some depth in exploring the value of your service in light of their concerns.
7.
8
/ 10Question:
"What if I need help setting everything up? Will I get support when I need it?"
Answer:
That’s a great question. Setting things up can seem daunting. I actually take care of setting everything up for you. I come back in person and will also train you on how to use the system. That’s a great question with ongoing support. Obviously I’m local and I’m happy to help but to do one better we have 24/7 u.s based customer support that has your same system right in front of them so they can always walk you through any question. It usually takes a few weeks from the day we do the paperwork before I come back so I’ll get that taken care of
Feedback:
The response effectively addresses the objection by reassuring the prospect that setup and ongoing support will be provided. The salesperson clearly communicates the commitment to help with the setup and mentions the availability of 24/7 U.S.-based customer support, which adds value and builds trust. However, the response could benefit from a bit more emphasis on the customer's specific needs and concerns, perhaps by asking a clarifying question about what aspects of setup they find daunting. Overall, the tone is friendly and supportive, which is appropriate for the industry. A closing technique could have been used to encourage further engagement or a next step.
Score: 8
8.
6
/ 10Question:
"Honestly, I’m more focused on some other financial decisions right now; maybe later?"
Answer:
I can appreciate that and let me ask if our program can do exactly what we have talked about do you feel these additional funds from our services could be used to help assist with those other financial decisions? Of course we can do this later but imagine if you had thousands of additional dollars in the business. The best part is you can try it and if it fails to do anything we have talked about we take it back at no cost or penalty.
Feedback:
The response does a decent job of acknowledging the objection, which shows active listening. However, it could have been more effective by empathizing with the prospect's current focus before pivoting to the benefits of the service. The use of a hypothetical scenario about additional funds is a good approach, as it explores value and potential implications. However, it lacks a strong closing technique or a clear call to action. A question to engage the prospect further could have improved the overall collaborative approach. Asking if they had a specific timeline for revisiting the conversation could also help maintain engagement. Overall, while the response has potential, it could be refined for clarity and impact.
9.
7
/ 10Question:
"Can you guarantee that implementing your service won’t disrupt my business operations?"
Answer:
Absolutely but let me ask have you had issues with that in the past? Do you mind sharing what happened so I can insure those same things won’t happen again? The day of the installation I will actually set everything up to insure no disruptions take place. I’ll just take a few minutes to take care of the paperwork
Feedback:
The response effectively addresses the objection by first asking a clarifying question to understand the prospect's past experiences, which demonstrates curiosity and a solution-focused approach. However, while you assured the prospect that there will be no disruptions, your language could be more confident—phrasing like "I can guarantee a seamless transition" would enhance credibility. Additionally, while you mention setting up on the installation day, it might be beneficial to highlight any support or resources you'll provide post-installation to further reassure the prospect. Overall, the tone is appropriate, but the response could improve in assurance and value exploration.
Score: 7
10.
6
/ 10Question:
"I’ve had a bad experience with a previous provider; how can you assure me this will be different?"
Answer:
I hate to hear that. Would you mind sharing what happened? In my experience often times bad experiences are correlated to a lack of understanding of the business. Do you mind if I ask you a few questions? First and foremost is next day funding important to you? And what is the highest amount you have ran on a card before? Also would you like for me to be here in person to set things up for you? With your responses I will be able to set things up properly to ensure a good experience. I’ll take a few minutes to take care of the administrative part
Feedback:
The response starts off well by expressing empathy towards the customer's previous bad experience, which shows active listening and a willingness to understand their perspective. However, the transition into asking questions feels a bit abrupt and might come off as somewhat transactional rather than consultative. While asking about next day funding and transaction volumes is relevant, it lacks exploration of the emotional impact of their previous experience. Additionally, offering to be present during setup is a nice touch, but it could be emphasized more as part of a collaborative approach to ensure a positive experience. Overall, while there is curiosity and a solution-focused approach, the communication could be clearer and more engaging. A closing technique could be employed once the needs are established, ensuring the prospect feels confident in moving forward.
Score: 6