Internet, tv, mobile
Sales Assessment Results

"Your price is way above our budget for this quarter."

Can you put a price on internet stability?

The response does not effectively address the prospect's concern about budget constraints. While it attempts to highlight the value of the product, it lacks a direct acknowledgment of the budget issue. It could benefit from more clarity and empathy, perhaps by asking follow-up questions about their specific budget or discussing potential flexible options. The closing technique is missing, as there's no attempt to guide the conversation toward finding a solution or compromise. Overall, this response feels dismissive and doesn't engage the prospect in a meaningful way.

"We're currently under contract with another provider, so we're not looking to switch right now."

How long are you in contract for? Also, how much are you currently paying? This service is cheaper per month and the savings will take care of the penalty.

The response effectively acknowledges the objection by asking about the contract length and current payment, which shows some curiosity and discovery. However, it lacks a deeper exploration of the prospect's situation and does not demonstrate active listening or empathy. Instead of immediately pushing for price comparisons, the salesperson could have started by empathizing with the prospect's commitment before moving into the questions. The closing technique is absent, and there are no thoughtful follow-up questions that could further engage the prospect. Overall, while the response has some merit, it could use a more collaborative and solution-focused approach that builds rapport and explores value beyond cost savings alone.

"I don't see how your service offers any distinct advantages over what we're currently using."

Does your current service offer unlimited DVR? What shows do you currently watch? you said you travel alot, what if you could take this service with you anywhere? It's also $10 cheaper than what you are payiong right now, let's get this set up for you

The response effectively addresses the concern by immediately introducing distinct advantages such as unlimited DVR and portability, which are relevant to the prospect's lifestyle. However, it could benefit from a more structured approach. While asking about the current shows is good for discovery, it lacks a smooth transition into how those benefits directly relate to the prospect's needs. The closing technique is a bit abrupt; it might be more effective to first engage the prospect further before suggesting a setup. Overall, the tone is friendly and appropriate for the industry, but it could improve in clarity and flow.

"I need to discuss this with my team before making any decisions."

What is it that you like about this product? Is there anything about this product that your team will not like? Then let's get this set up for you today

The response addresses the objection by attempting to gather more information about the prospect's perspective, which is a positive move toward understanding their concerns. However, it lacks effectiveness in addressing the need for team discussions. Instead of pushing for a setup, the salesperson should have acknowledged the need to consult with the team and suggested a follow-up meeting to discuss any insights the team might have. The tone is somewhat assertive, which could be perceived as pushy in this context. Overall, while there is an attempt at value exploration, the lack of active listening and a collaborative approach diminishes the effectiveness of the response.

"We're considering another provider who claims to have better features for a lower price."

Who is the other provider? Allow me to look them up. According to my software, they have a much weaker connection, they also charge an additional amount for their equipment, to where X provider includes it in the monthy price. You would be getting a stronger connection for the same price. Lets get this set up for you today

The response shows an effort to address the objection by asking about the competitor and providing a comparison of features. However, it lacks depth in understanding the prospect's needs and fails to engage in a collaborative discussion. The tone could be more empathetic rather than immediately countering with a comparison, which may come off as dismissive. Additionally, there’s no closing technique or invitation for further dialogue, and it seems a bit rushed to close the deal. A more effective approach would involve exploring the specific features the prospect values and discussing how your offering meets those needs. Overall, the response is a bit too aggressive and misses the mark on rapport-building. Score: 5

"I’m not convinced that we need to upgrade our current Internet and TV packages."

What do you currently use? How much are you currently paying? We always recommend you start new services when moving, that way you can get the new mover discount. Also, does your current provider offer unlimted DVR? Can you take them anywhere with you? This offers all of that for less. Let's get hyou set up

The response attempts to gather information by asking about the current usage and pricing, which shows curiosity and discovery. However, it lacks a solid acknowledgment of the prospect's concern about needing an upgrade, which is critical in addressing objections. The communication could be clearer and more focused on the value of upgrading rather than just collecting data. Additionally, the closing technique is somewhat abrupt and lacks a strong call to action that reinforces the benefits of the upgrade. Overall, while there is some engagement, the response could be improved by being more solution-oriented and building a stronger rapport with the prospect.

"Can you guarantee that the service will be reliable and not have any downtime?"

So it sounds like you are concerned about the reliability of the service. This comapny is the strongest and most reliable in the country. There is no contract either, so you can test it out to see what you think. If at anytime you decide you want to try something different, you can without penalty. There is no risk. Let's get you set up today

The response begins well by acknowledging the prospect's concern about reliability, which demonstrates active listening. However, it lacks specificity and does not provide concrete evidence or examples to back up the claim of being 'the strongest and most reliable.' Instead of just stating that there is no contract, the salesperson could have elaborated on how the lack of a contract reduces risk for the prospect, perhaps mentioning any guarantees or SLAs (Service Level Agreements) related to uptime. The closing technique is somewhat abrupt and lacks a collaborative approach; it would have been more effective to ask if the prospect had any specific reliability concerns or examples of past experiences with downtime. Overall, the tone is appropriate, but the response could have been more solution-focused and engaging. Score: 5

"I'm concerned about the long-term commitment and what happens if we’re not satisfied."

I understand you are concerned about the long term commitment. There is no contract. So if at any moment in time you are dissatisfied, you can cancel service without penalty.

The response effectively addresses the concern by clarifying that there is no long-term contract, which alleviates the prospect's worry about being locked in. However, it could have been more engaging. The tone is neutral, but adding a touch of warmth or reassurance could enhance rapport. Additionally, it misses an opportunity to explore the prospect's specific satisfaction criteria further or to offer a trial period to build trust. Active listening could be improved by acknowledging their concern in a more empathetic way and asking follow-up questions to understand their needs better. Overall, while the response provides a clear solution, it lacks depth in building a collaborative relationship. Score: 6

"I’ve heard mixed reviews about your customer support; how can you assure me it’s good?"

What have you heard? I'm sorry you heard we were slow to respond. We actually have the highest Concierge Customer Ratings according to Apfolio for the last 2 years. Would you like me to send you some reviews?

The salesperson effectively acknowledged the objection and provided a relevant statistic about customer ratings, which is a good start. However, the response could be strengthened by asking more open-ended questions to dive deeper into the prospect's specific concerns about customer support. The tone is polite but could be more conversational to build rapport. There is also a missed opportunity to provide examples of positive customer experiences or testimonials that could further demonstrate value. Overall, the response is decent but lacks a collaborative approach and curiosity. Score: 6

"This seems like a lot of changes for our staff to adapt to; is there a way to make the transition smoother?"

I understand your concern. We offer 24/7 staff support, so if theyt have any questions, we are here to assist. We also offer a very thorough training program developed to teach your team the ins and outs of the program. How does that sound?

Your response effectively addresses the concern about the transition by emphasizing the support and training provided, which is crucial in the internet, TV, and mobile industry. However, you could have enhanced the clarity by being more specific about the training program and support methods, perhaps mentioning formats like online tutorials, in-person sessions, or ongoing assistance. Instead of asking 'How does that sound?' consider asking more engaging questions that invite the prospect to share their specific worries or needs regarding the transition. For example, 'What specific areas do you think your team might struggle with during the transition?' This would show curiosity and allow for deeper exploration of their concerns. Overall, a solid response, but there’s room for improvement in curiosity and value exploration.