Pest Control
Sales Assessment Results
66
Developing Closer
10 questions
Maximum score: 100
Completed in
Let's get real; your performance has been a mixed bag. You’ve got some solid instincts, especially when it comes to empathy and acknowledging customer concerns, which is evident in your responses about pet safety and addressing budget issues. That personal touch can win you points, but it's clear you're not fully leveraging it across the board. You need to dig deeper into customer needs and explore their specific concerns more effectively. Your responses occasionally lack that engaging, curious tone that really connects with prospects.
You seem to struggle with solution-focused approaches, particularly when addressing budget constraints or exploring the implications of a customer's past negative experiences. These moments are crucial for building trust and providing reassurance. You’ve got the tools; you just need to wield them more adeptly. I suggest honing in on consultative selling techniques and perhaps practicing more with the SPIN selling framework. Asking thoughtful, probing questions could elevate your conversations significantly.
Here’s your coaching moment: think of each interaction as a collaboration rather than a transaction. Your goal isn't just to sell—it's to build a relationship. When you approach sales with genuine curiosity and a desire to understand the customer’s unique situation, you'll not only close more deals but create loyal customers who trust you. Let’s turn that average into exceptional!
Question Breakdown
1.
6
/ 10Question:
"I've been using my current pest control service for years, and I'm hesitant to switch without a really good reason."
Answer:
We offer service on a regularly scheduled interval...and we are hear to help with any problems that you may face. Your current service doesn't include an annual termite inspection or rats and mice...while our program covers these items completely.
Feedback:
The response effectively highlights the unique offerings of your service, addressing the objection by pointing out gaps in the current service. However, it lacks a deeper exploration of the customer's specific needs or concerns. You could enhance the response by asking a few thoughtful questions to understand why they have stayed with their current provider and what would motivate them to consider a switch. Additionally, the tone could be more engaging and personal to build rapport. Overall, it's a decent start but could benefit from more curiosity and a collaborative approach.
Score: 6
2.
8
/ 10Question:
"Last time I called for pest control, they didn't show up on time, so I'm worried about reliability."
Answer:
That's a legitimate concern and one that I hear a lot from customers like you who change from other companies to ours. At Prize Pest Control we confirm our appointment with you the day before or one week before ... which ever you prefer ... by text message. Then...our service technician calls you 30 minutes prior to arrival. That way...you don't have to stay at home hoping we will arrive. We call thirty minutes prior to arrival so if you aren't at home you can go there to meet us ... if you need to. Many of our customers get so comfortable with their service technician that they don't feel a need to be home at all.
Feedback:
This response effectively addresses the customer's concern about reliability by emphasizing the proactive communication methods that Prize Pest Control employs. The use of appointment confirmations and reminders demonstrates a commitment to customer service, which helps build trust. However, the response could benefit from a more personal touch, perhaps by inviting the customer to share specific experiences or concerns. Additionally, it would be helpful to conclude with a question to further engage the customer and keep the conversation going, such as asking if they have any other concerns or how they feel about the proposed communication methods. Overall, it's a solid response, but enhancing engagement could improve it further.
3.
5
/ 10Question:
"I need to consult with my partner before committing to any monthly payments that might strain our budget."
Answer:
I totally understand...I'm married also...and my wife and I like to talk to each other about things also. What do you think your wife would say about the pest control service? What her concerns be about the service itself or about the pricing?
Feedback:
The response attempts to relate to the prospect's situation by sharing a personal anecdote, which can create rapport. However, it lacks a clear solution-focused approach and doesn't address the budget concern directly. Instead of asking about the partner's potential reaction, the salesperson could have explored the specific budget constraints and offered flexible options or alternatives. The tone is somewhat casual, which may not resonate with all prospects in the pest control industry. Active listening is somewhat present, but the discovery questions could be more probing to uncover deeper concerns. Overall, the response could be improved by being more solution-oriented and addressing the financial aspect more directly.
4.
6
/ 10Question:
"I want to make sure your service will fit seamlessly with our home's existing systems and not cause any issues."
Answer:
Our goal at Prize Pest is to make sure there is a good fit as well. What type of systems are you using now that might be an issue?
Our pest control programs are designed for all residential and commercial situations so we'll make sure that you don't have any problems.
Feedback:
The response effectively acknowledges the prospect's concern about compatibility with existing systems, which is a good start. However, it could have been more engaging and solution-focused. Asking about the specific systems helps in understanding the client's situation better, but more detail on how your services integrate seamlessly would enhance reassurance. You could mention examples or use testimonials to demonstrate past success in similar situations. Additionally, incorporating a closing technique, like suggesting a consultation or meeting to discuss specifics, could guide the conversation toward a next step. Overall, the tone is appropriate, but it lacks a bit of warmth and confidence that could build rapport further.
Score: 6/10 for addressing the concern but needing more detail and a stronger closing approach.
5.
7
/ 10Question:
"I'm in the middle of a big home renovation, and I don't have time to deal with pest control right now."
Answer:
I understand the pressures of remodeling and renovation. In fact, many of our long time customers are in that process now as we continue to provide service. First, we service your home on an every three month interval, so each time service is performed we come to your home and service the areas that we can reach and are available to us. If we are unable to access part of the property ... it's not a problem...we service everything else and then return in three months to evaluate what has changed and then reapply. And...as far as time...we will only save you time. Once service begins we take care of everything...no phone calls, scheduling, or any preparation is needed from you. Even billing is taken care of online so that this service will keep you bug free and eliminate hassles so you can focus on your renovation and not worry about pests.
Feedback:
The response effectively acknowledges the customer's objection regarding time constraints during a home renovation, which is a good start. It also leverages social proof by mentioning that other long-time customers are in similar situations, which can create a sense of community and reassurance. However, it could improve by asking more questions to explore the customer's specific needs and timeline further. For example, asking if there are specific pest concerns they have during the renovation would demonstrate curiosity and active listening. The closing could be stronger by incorporating a sense of urgency or a specific call to action, inviting the customer to schedule their first service. Overall, the response is clear and solution-focused, but lacks some engagement and exploration of value.
Score: 7/10
6.
7
/ 10Question:
"With the current economy, I'm not sure I can justify spending on pest control when I'm cutting back in other areas."
Answer:
Believe me I understand a budge...I'm on one myself. The great thing about our pest control service is that will only save you money. Many of our customers wait too long and call after they have experienced damage from pests. Then they have to solve the pest problem and repair the damage that has occurred to their property. Rodents chew on hoses that feed major appliances, or they chew on wiring that can damage lighting and hvac or other expensive items found in a home. Temites chew on wood 24 hours a day until you find them and stop them. Our service solves these problems before you have costly repairs. And...we also offer a small monthly payment option that makes it easy for you to start service and stay on service. And with the promotion we are running the initial price is over 50% off now for everyone who starts prior to the new year. My service technician is close to you next week on Tuesday and Wednesday...which day would work best for you?
Feedback:
The response effectively acknowledges the prospect's budget concerns by empathizing with their situation and providing a solution-focused approach. However, it could benefit from more structured communication. While the explanation of potential damages caused by pests is compelling, it could be better broken down with a clearer connection to the value of preventive pest control. The mention of a monthly payment option and the promotion adds urgency and makes the offer more accessible, which is great. However, the closing technique could be more assertive; asking which day works best is good, but it could be reinforced with a stronger call to action. Overall, the response demonstrates an understanding of the prospect's perspective and offers relevant solutions, but it lacks a bit in clarity and structure.
Score: 7/10.
7.
6
/ 10Question:
"I’ve had bad experiences with pest control before, and I don’t want to go through that again."
Answer:
I'm sorry to hear you've had bad experiences with pest control in the past. We try and make sure that we understand your expectations clearly from the beginning so that we avoid problems like that. What kind of pest problem are you having now?
Feedback:
The response begins well by acknowledging the prospect's previous bad experiences, which shows empathy and active listening. However, it could be improved by further exploring the implications of their past experiences and how your service can specifically address their concerns. Asking about the current pest problem is a good follow-up, but it lacks a more solution-focused approach that could reassure them about your service quality. A closing technique or a way to build trust, such as mentioning guarantees or customer testimonials, would enhance the response. Overall, the tone is appropriate, but more depth is needed to build rapport and demonstrate value.
8.
6
/ 10Question:
"I don't know if my neighbors will be on board with changes, and I'd hate to make a decision without their input."
Answer:
It's nice of you to consider your neighbors when selecting a pest control service. That shows that you are a great neighbor yourself...the kind that people love to live next to. With our pest control service you won't have to worry about the service effecting the people who live next to you. We are able to service the home so that they aren't impacted at all. The service products don't have an odor, everything is safe for people and pets, and our equipment is silent so it won't bother anyone with noise. Later on if your neighbor is interested in the same service we offer you a free month for referring them.
Feedback:
The response acknowledges the customer's concern about their neighbors, which is a good start in showing empathy. However, it could be improved by asking open-ended questions to explore the prospect's hesitations further. For instance, asking "What specific concerns do you think your neighbors might have?" would invite more dialogue. While the information provided about the service is relevant, it lacks a collaborative approach and doesn't fully explore the customer's perspective. The mention of a referral incentive is a nice touch but could be framed better to build excitement around the service rather than just as an afterthought. Overall, the response could benefit from a more solution-focused and curious approach to fully address the objection and engage the prospect.
Score: 6/10 for recognizing the objection but lacking depth in exploration and engagement.
9.
8
/ 10Question:
"Is your solution safe for my pets? That’s a top priority for me."
Answer:
Our service is designed specifically for the pets and livestock that our customers have at their homes. I have animals myself and that is always one of the first things that I ask about when people are going to be working at my home. In fact...we treat the outside of the home for fleas and ticks which will actually help improve quality of life for your dogs and cats. Long before people notice a flea or tick problem ... your dogs are aware of them because they are getting bit while they are outside. What kind of animals do you have at your home. We'll also put special notes on your account so that we know what animals you have and where they are at during service. That way if you want to remove them while work is being done you can.
Feedback:
The response effectively addresses the concern about pet safety by emphasizing the company's commitment to pet-friendly solutions and personal experience. The salesperson connects with the customer by sharing their own experience as a pet owner, which builds rapport and trust. The mention of treating the outside for fleas and ticks adds a solution-focused angle, demonstrating the benefits of the service. However, the response could have included more information about the specific safety measures taken during the treatment process, which would further alleviate the customer's concerns. The question about the type of animals is a good attempt at curiosity and discovery, allowing for a more personalized conversation. Overall, the tone is appropriate and empathetic, effectively engaging the customer.
Score: 8/10
10.
7
/ 10Question:
"I’m looking for something that provides immediate results, but I’m also concerned about long-term effectiveness."
Answer:
The first service that we perform will get about 60-70% of the adult pests in and around your home. So you see instant results. Then...we return and continue working on the home so that you see the remaining pests fade over time. With each service we get your input so we are aware of the over all impact we are having and we adjust what we are doing to improve. You are in control of everything so if you aren't happy ... you let us know and then we get to work. Service has a 100% guarantee so we don't stop until you tell us everything is working great. In addition ... we can always upgrade your plan. If you decide you need more frequent visits ... done. If you decide you want the interior serviced each time ... we are happy to do it. You and I communicate regarding service until everything is dialed in perfectly.
Feedback:
The response does a good job of addressing the immediate results concern by clearly stating the percentage of adult pests that will be removed initially. It also emphasizes long-term effectiveness through ongoing adjustments based on customer feedback, showcasing a solution-focused approach. However, the communication could benefit from being more concise to avoid overwhelming the prospect with information. The guarantee is a strong point that adds value, but reinforcing the long-term effectiveness in a more structured way could enhance the response. Overall, while the response includes collaborative elements and shows a willingness to adapt, it could be clearer and more engaging. A closing technique could also be included to encourage a commitment at the end of the conversation.
Score: 7