Pool renovation
Sales Assessment Results

"I'm concerned about the quality of the materials you use; how do I know they will last?"

You are wise to be concerned. Certain materials are indeed heartier than others. For example. Oklahoma flagstone is a sedimentary stone. Meaning it was formed in layers. Overtime layers will chip off leaving a very textured surface. This stone should be sealed with a penetrating sealant regularly. A limestone is a much harder material. It will not deteriorate as fast as Flagstone will. But with all porous natural stone, it should also be sealed regularly to help prevent staining and deterioration. Travertine is a much stronger stone. Its beauty is time tested And does not need regular sealing. It is much more resistant to deterioration overtime. It’s the same thing with Plaster. There are different levels to Plaster. White plaster has a 5 to 7 year lifespan as opposed to many Pebble surface has a 15 to 20 year lifespan. I hope that addresses some of your concerns. Are there any other that you would like to talk about?

The response does a good job of acknowledging the customer's concern about material quality, but it lacks clarity and effectiveness in addressing the objection directly. While it provides information about different materials, it could benefit from a more structured approach that highlights the benefits of the materials you use specifically. Additionally, the tone is technical and might overwhelm a customer who may not be familiar with these details. A more engaging and simpler explanation would be beneficial. Including a closing statement or a clear call to action would also enhance the response. The question at the end shows some curiosity and invites further dialogue, which is positive, but it could be more focused on understanding the customer's specific needs and concerns. Overall, the response demonstrates some knowledge but misses opportunities for a stronger, more solution-oriented approach. Score: 5/10

"With so many ongoing projects right now, I'm not sure we can prioritize this renovation immediately."

I can understand that. But please let me point out some areas of your pool that really should be top priority. You have some safety factors that need to be addressed right away. I see that you have water in your light, which could lead to an electrical issue For those in the pool. I also see some loose coping stones surrounding the pool edge. Someone could be walking on those and they could give away, causing the person to fall and injure themselves. By putting off the pool renovation, you could be damaging the structure of the pool not just cosmetically. I see you have some cracks in the pool shell that need to be addressed and repaired so that water doesn’t get into the actual shell of the pool causing the structure steel to start deteriorating. Would you like to look at your pool renovation a little more close so I can point out these areas of concern that I have so that you may want to re-prioritize your list that you are considering.

Your response effectively acknowledges the prospect's objection and emphasizes the urgency of the situation with specific, actionable points. You make a solid case for why their renovation should be prioritized, which aligns well with a Solution Selling approach. However, while you provided clear reasons for urgency, it would have been beneficial to incorporate a more collaborative tone, inviting the prospect to share their thoughts or concerns further. Additionally, including a closing technique, such as suggesting a specific time for a follow-up meeting, would enhance the likelihood of moving forward. Overall, great job on identifying the problem and demonstrating value, but work on fostering a more engaging dialogue. Score: 7/10

"We have a longstanding relationship with our current vendor; switching feels risky."

I fully understand that. I have been in the swimming pool industry for 34 years. I do not make it a habit of undermining or trying to steal other people’s clients. That being said, I would like to discuss with you how I can hopefully become your new Pool Guy. I offer mini services that a lot of others do not provide. I am the actual owner of the company. There is no one higher up in the organization than myself. You will be dealing with me directly from this point to the end of the project and thereafter. I supervise every detail of my projects. I’m always available by phone call, text, or email. I have an office manager that can handle any accounting or paperwork issues right away. My Crews have been with me 8+ years. Many of them 10 years or longer. I am fully insured and bonded. And I only specialize in construction. I do not clean pools. I do not adjust chemicals. I only focus on swimming pool, renovations and equipment. If you read my mini five star Google reviews, you will see that I am very dedicated to each and every project personally. I would like to go ahead and assess your pool and send you some numbers and then let’s compare apples for apples with your regular Pool Guy. If his offer is better than mine, I will certainly tell you yes stay with him. But I have found with my many years of experience that what I offer most of the time Haily exceeds my competition. Would you mind if I go ahead and come out and assess your pool and provide you some numbers?

Your response shows a good understanding of the prospect's concern about switching vendors, which is crucial in building trust. However, while you demonstrate your experience and commitment, the message lacks a more structured approach to addressing their specific feelings of risk. Instead of focusing solely on your qualifications and past experiences, consider using a consultative approach by asking more questions to understand their current satisfaction level with their vendor, and what specific concerns they have about switching. This could help you tailor your offering to alleviate their fears more effectively. Additionally, offering to assess the pool and provide a competitive comparison is a good tactic, but it could be framed more as a collaborative opportunity rather than a sales pitch. Overall, your response is informative, but could benefit from a more empathetic and consultative tone. Score: 7/10.

"Can you explain how your solution compares in price to other options we've looked at?"

Absolutely. Would you mind sharing with me the other options that you have looked at so that we can discuss? All companies have available to them the same material option options. The difference is the process in applying those materials. Are you looking for price only or are you looking for value? My company has been reviewed over 140 times on Google. You will read in those reviews that I offer after the project services. I always answer my call and if there is an issue years down the road or questions I will come over and address them. My pricing is very competitive to those who offer the same high-quality of material and service that we do. What else do you need from me to make you comfortable that? I am your guy in the company to provide you your vision and desires in your pool project?

The response effectively opens the conversation by inviting the prospect to share their previous options, which shows curiosity and a desire to understand their perspective. However, it could improve clarity and structure. The transition from exploring other options to discussing value and after-project services felt a bit abrupt and could have been more smoothly integrated. The mention of Google reviews adds credibility, but it might be more impactful to summarize specific benefits or unique selling points more succinctly. The closing question is engaging, but it could be more direct by asking if they would like to discuss specific aspects of the offerings in detail. Overall, the response shows a good balance between addressing the price concern and emphasizing value, but a clearer structure would enhance its effectiveness.

"I need to justify this investment to upper management; what kind of ROI can I expect?"

I would simply tell upper management that by renovating their older pool. They are improving the safety for those who come to the pool. That by improving the cosmetics of their pool, they are protecting the structure and longevity of the area. Which means they are definitely protecting their investment by simply spending a few dollars now in the long run their investment will stay clean fresh and inviting. Also, as you know, prices continue to climb in all areas of construction. By investing now they could be saving thousands a year from now. Are there any other questions you would like me to address before you go talk to upper management? I am also available to go with you if you would like me to be there to provide any answers.

The response does a fair job of addressing the objection by highlighting safety improvements and cost savings, which can be compelling points for upper management. However, it lacks specificity regarding quantifiable ROI figures, which could strengthen the argument significantly. The communication is clear and appropriate for the industry, but the tone could be more engaging to foster rapport. The offer to accompany the prospect is a nice touch, showing a collaborative approach. However, there could be more curiosity and discovery by asking about specific concerns upper management might have regarding the ROI. Overall, it's a solid effort but could benefit from more detailed financial projections and engagement questions.

"I appreciate your proposal, but I'm worried about potential delays in the installation process."

I could certainly understand your concerns of delays. Have you had delays in construction projects before? Is that why you have that concern? I personally set my projects up and oversee them. I schedule them in a way that when one crew is finished there may be a day in between the next crew coming up in case the Prior Crew needs an extra day. You can see in my Google reviews that my projects are completed in a very timely man. I run my Cruz like a conveyor belt from one project to the next. I have been doing it so long that I have it down. Now I can’t control the time delay in the weather. But overall let me rest, assure that my projects move seamlessly and efficiently. I can also provide many past clients that you could ask any questions to help comfort you in this area. Are there any other concerns that we can address right now to help give you peace of mind in this area? I would like to go ahead and get you on the schedule, but I wanna make sure that you are completely comfortable before doing so. So let’s go ahead and address any and all your concerns. I also would like to talk about your pet peeves during a project so I can address those. Many have concerns on unexpected price increase during the project. On this subject, I try and point out prior to the signing any and all potential problems that could arise. I have noted them on the estimate that I have given you. I try very hard to stay on budget. If something comes up, I will immediately contact you and address the issue. Other issues are communication with your project manager or lack there of. I am the project manager. Again on my reviews, you will read that. I am very accessible day or night weekday or weekends to my clients. Many have said that I am the best contractor they have ever worked with on any project and that I’m easily accessible. What other pet peeves or concern do you have that we can address right now to help comfort you?

Your response does a commendable job of acknowledging the client's concerns about potential delays and establishing your credibility as a reliable contractor. You effectively use questions to engage the prospect and demonstrate active listening. However, the message could benefit from more concise communication to maintain clarity and focus. While you provide valuable information about how you manage projects, the response is somewhat lengthy and could overwhelm the prospect. Consider emphasizing key points more succinctly, ensuring that your value proposition stands out clearly. Additionally, reiterating your willingness to address any further concerns at the end is a good closing technique. Overall, you showcased a solution-focused approach and built rapport, but clarity could enhance your effectiveness. Score: 7

"What guarantees do you offer if the renovation doesn't meet our expectations?"

my entire focus is to provide you exactly what we have discussed prior. Your vision and your budget and your expectations. My job as your project manager is to manage those expectations now, so that you will not be disappointed at the end of the project. I also give each of my client’s daily homework assignments. When the Crews have left for the day, you are to go outside and visually assess the quality of their work. If you have any questions or concerns, call me immediately and let’s address them. I do not have a punch list at the end of each job. I deal with that punchlist. I am also supervising my Crews regularly to ensure that your expectations are being met on my end. As long as you are doing your homework, and I am staying in constant communication with you see how we could miss your expectations in the end. Does this help clarify my commitment to meeting your vision and expectations? Are there any areas that you are highly concerned about That we have not addressed?

The response addresses the objection by emphasizing the importance of communication and expectation management, which is crucial in the pool renovation industry. However, it could be improved by explicitly stating any guarantees or warranties offered, such as satisfaction guarantees or workmanship warranties, to directly alleviate the client's concerns. The tone is professional and reassuring, which is appropriate for the context. The closing question encourages further discussion, showing curiosity and a willingness to listen. Overall, while the response demonstrates a commitment to quality and customer satisfaction, it lacks specific guarantees that could strengthen the reassurance offered to the client.

"My team is already stretched thin; how will we handle the training needed for new equipment?"

With every piece of equipment you are purchasing. I will provide the manufacturers operation manual for your team to have for the future. I will also go over the operations of each piece of equipment with your team when their schedule allows. Before we install any piece of equipment, we will sit down and discuss exactly what you were looking for to ensure that the piece we are bringing in meet your needs. Again, I am available anytime after the sale if you need me. Does this answer your concerns? Are there any other questions you would like to address right now? Is there a time that I can meet with your team prior to discuss these pieces of equipment?

Your response addresses the objection by offering operational manuals and training, which is a good start. However, it would be more effective to explicitly acknowledge the prospect's concern about being stretched thin and reassure them that the training process will be as streamlined as possible. You might consider emphasizing the minimal time commitment required for training or suggesting that the training can be integrated into their existing schedule to alleviate their workload. Additionally, while you did mention your availability, reinforcing your commitment to support them post-sale could enhance trust. Your closing questions are strong and invite further discussion, which shows good curiosity and engagement. Overall, providing a more empathetic approach and clarity in how you’ll alleviate their training burden would improve your response.

"I like your solution, but I'm hesitant due to the environmental impact of some materials used."

I certainly understand about your concern over environmental protection. I also fall into that group. How exactly are you worried about environmental impact? Any chemically treated water that we pump out will be disposed into the sanitation system. And not into lakes and streams. We will try to protect all landscaping during the project. But please understand that there could be some slight damage to. Grass areas and or plants. We highly suggest to our clients that after we are done with our project to bring in a landscaping crew to help beautify the area. Does this address your concerns? Are there any areas we have not touched on that you would like to at this point? Do you feel comfortable that we are protecting the environment as efficiently as possible?

Your response shows a good understanding of the customer's concern and attempts to engage them in a dialogue, which is great for building rapport. However, while you acknowledge their concern and provide some information, the response could have been structured better for clarity. Asking more probing questions upfront about their specific worries related to environmental impact could help you tailor your response even further. Also, while you mention measures to protect landscaping, addressing the environmental impact of the materials used directly would have strengthened your position. Overall, the tone is appropriate, but it could be more solution-focused and reassuring. A clearer connection between your practices and environmental responsibility would enhance the credibility of your response. Score: 6/10

"Our budget cycle doesn't align with this immediate need; how flexible are your payment options?"

While we don’t allow payments. We do provide financing through an independent financing company. You can work out all those details with them and they will pay us directly. Which will offer you a time payment plan with them. Would you like me to give you their information now? I have worked with them with many projects in the future and they were easy to deal with

The response effectively acknowledges the prospect's concern about budget flexibility by introducing financing options, which is a good approach in addressing the objection. However, it lacks a more collaborative tone and could benefit from a warmer engagement. Instead of immediately offering to provide the financing company's information, it would have been better to first ask if the prospect has considered financing before or if they have specific concerns about it. This would demonstrate active listening and curiosity about their situation. Additionally, emphasizing how financing can help them achieve their pool renovation goals could enhance the value exploration. Overall, the communication is clear, but there's room for improvement in building rapport and addressing the prospect's perspective more thoroughly. Score: 6/10.