Car repair
Sales Assessment Results by Andrew Wechter
55
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's be real: your performance here is a mixed bag, and you need to step it up. You've shown some solid attempts at engaging with customers, especially when you acknowledged their concerns about value and loyalty. But let's not sugarcoat it—too many times you came off as unempathetic and too aggressive, making it sound like you were more interested in closing the deal than understanding the customer's needs. Your responses need to shift from merely providing information to demonstrating genuine curiosity and empathy. You’ve got the basics down, but you're missing the heart of consultative selling. It’s not just about answering questions; it's about connecting with customers on a deeper level. I suggest you dive into the SPIN Selling technique to hone your questioning skills and the Consultative Selling approach to learn how to build lasting relationships. Remember, every customer has a story, and it’s your job to listen and help them navigate their concerns. Here’s your coaching moment: think of sales as a dance, not a sprint. You need to move in sync with your customers—understand their rhythm, respond to their hesitations, and only then lead them toward the close. Get out there and make it happen!
Question Breakdown
1.
3
/ 10Question:
"I'm not sure I can fit this in my budget right now, especially with other unexpected repairs piling up."
Answer:
You can’t afford not to repair your vehicle. You need your car to earn an income, and you need to be safe on the road while you do it. Plus if you don’t address the repairs that are present, they will get worse and more costly, as other items will be damaged because we don’t address this concern. Can we get this done for you?
Feedback:
The response lacks empathy and understanding of the customer's financial concerns. While highlighting the importance of the repair is valid, it does not address the customer's budget constraints or explore potential financing options. Better approaches would include asking questions to understand their situation and offering flexible solutions. The closing statement feels too aggressive and doesn't align with the customer's apprehension about cost.
2.
5
/ 10Question:
"How do I know this repair will actually improve my vehicle's performance?"
Answer:
I have videos for you to understand what is damaged and what will happen when your vehicle is repaired. Our master technician with over 15 years of experience is making an expert recommendation
Feedback:
The response provides useful information about videos and the expertise of the technician, which can help build credibility. However, it lacks direct engagement with the customer's concern about performance improvement. Asking questions to uncover specific performance issues the customer is experiencing would demonstrate active listening and curiosity. Additionally, explaining how the specific repair addresses those issues and enhances performance would strengthen the answer. Overall, it lacks a collaborative approach and a clear connection to the customer's specific needs.
3.
6
/ 10Question:
"What if I find out later that there were hidden costs involved in this service?"
Answer:
What hidden costs are you expecting? Have you previously been in a situation where there are hidden costs that pop up? Our quote for service is valid and will not be more what is identified.
Feedback:
The response shows an attempt to engage with the customer's concern by asking questions, which is a good approach. However, it could be improved by acknowledging the customer's fear of hidden costs more empathetically, rather than just asking what they expect. This could help to build trust. Additionally, simply stating that the quote is valid is not enough; offering transparency about the pricing structure or how costs are managed could alleviate their worries further. Overall, while there is some curiosity shown, the response lacks a thorough exploration of value and reassurance regarding potential concerns.
4.
6
/ 10Question:
"I’ve been using my current mechanic for years; switching feels risky, even though I do need this done."
Answer:
I appreciate the loyalty. Was there something that your previous did that caused you to look elsewhere? I totally understand that changing mechanics is risky, but we want the chance to earn your business. You can try us out, and if your not happy with the service we provide your more then welcome to explore your old mechanic or another one, however I’m sure you’ll come to find our experience to be the best you’ve ever had.
Feedback:
The response acknowledges the customer's loyalty, which is a good start in building rapport. However, it could be enhanced by expressing more empathy towards their concerns about switching mechanics. Instead of directly asking if there was something that caused them to look elsewhere, it might be more effective to ask open-ended questions to explore their feelings about their current mechanic and what they are looking for in a new service provider. Additionally, the reassurance provided about being able to revert to their old mechanic if not satisfied could be framed more positively, emphasizing confidence in your service rather than presenting it as a fallback. Overall, while the response is an improvement, it lacks a deeper exploration of the customer's perspective and could benefit from a more collaborative tone.
5.
7
/ 10Question:
"Can you guarantee that this repair will last, or am I going to be back here in a few months?"
Answer:
I totally understand your doubt on the repairs. There are always variables that can’t be controlled, however we do our part by offering a 3 year, 36k warranty on all services at our shop. Even if something happens, you won’t be out of pocket for anything. We feel very confident that we will complete the repair for you and you’ll be happy with the service you receive here
Feedback:
The response effectively addresses the customer's concern about the longevity of the repair by offering a warranty, which builds credibility and reassures the customer. However, it could be improved by acknowledging potential past experiences that may have led to their doubt about repair durability. Additionally, asking questions about any specific concerns they have regarding previous repairs could enhance the dialogue and show empathy. While the confidence expressed in the service is positive, framing the warranty as a safety net instead of merely a reassurance could strengthen the response further. Overall, it demonstrates understanding but lacks deeper engagement with the customer's perspective.
6.
8
/ 10Question:
"I have a tight timeline with my business; how quickly can you get this sorted without disrupting my operations?"
Answer:
I understand that you have a busy schedule. I wouldn’t want to get in the way of that. We can either schedule the service when it’s convenient for you, or I can provide you a free loaner car that you can use so you’re not inconvenienced. Either way, I can assure you we will have your car done within the expect repair time of 6 hours.
Feedback:
The response starts positively by acknowledging the customer's busy schedule, which is crucial for building rapport. Offering a free loaner car is an excellent solution that addresses the concern about disrupting their operations. However, the phrase "I can assure you we will have your car done within the expect repair time of 6 hours" contains a grammatical error and might create doubts about the reliability of that timeframe. Additionally, it could be strengthened by asking questions to clarify the customer's timing needs or any specific deadlines they are facing. This would show a deeper level of engagement and understanding of their situation.
7.
7
/ 10Question:
"Is this repair really worth it? I’ve seen cheaper options elsewhere, so what's the real value?"
Answer:
I believe the repair is worth it. You need to make sure you car is safe on the road. You’re more than welcome to look for cheaper alternatives, but cheaper doesn’t always mean better. We will perform the service for you with a certified ASE technician with over 15 years of service. We will only use quality parts that are designed to last. We back all of our service with an industry leading 3 year 36k warranty, and we will offer you a complimentary loaner car while the service will be rendered. We know our experience is great, and will be well worth the investment on your car.
Feedback:
The response starts off by affirming the value of the repair, which is a good approach. However, it lacks a deeper exploration of the customer's specific concerns regarding value and alternatives. Instead of just stating that cheaper options don't mean better, consider acknowledging the customer's perspective on budget and their search for cost-effective solutions. Asking questions to understand what specific features or services the customer values in a repair would show curiosity and engagement. While mentioning the ASE technician's experience, quality parts, and warranty are strong points, it could be beneficial to articulate how these factors translate into long-term savings and reliability for the customer. Overall, the response is informative but could improve its collaborative tone and exploration of the customer's needs.
8.
0
/ 10Question:
"I want to make sure this doesn’t disrupt my team's workflow—how will this repair impact my operations?"
Answer:
J
Feedback:
The response is completely unresponsive and fails to address the customer's concern about their workflow and how the repair will impact their operations. It lacks any meaningful engagement, solution, or insight. A successful response should have explored the implications of the repair on their team's productivity and offered solutions such as flexible scheduling or options to minimize disruption.
Overall, this response does not meet any criteria for effective objection handling.
9.
8
/ 10Question:
"I’m worried about the long-term reliability of these repairs—how do I know you have the right parts and expertise?"
Answer:
I understand you’re worried about the long term reliability of these repairs. You are investing a lot of money into your vehicle, and you want to make sure you’re getting a return on your investment. Our service is backed by a 3 years, 36k warranty. We only use premium parts, which will be itemized on your receipt. You’ll know exactly what our ASE certified master technician will be installing into your car.
Feedback:
The response begins positively by acknowledging the customer's concern about long-term reliability, which is crucial in building rapport. Highlighting the 3-year, 36k warranty is an effective way to instill confidence, as it demonstrates accountability for the work performed. Mentioning the use of premium parts and providing itemization on the receipt adds transparency and reinforces trust in your service. However, you could enhance the response by asking the customer specific questions about their previous experiences or concerns with repairs, which would show an even greater level of empathy and engagement. Overall, this response is solid but could benefit from a more collaborative approach to fully address the customer's worries.
10.
5
/ 10Question:
"With the current economic climate, is it wise to invest in this kind of repair for my vehicle right now?"
Answer:
I totally understand your apprehension to fixing your car. The cost of repairs can be high, but the value on your safety is even higher. Alternatively, replacing your used car with a new car does not make a lot of sense. Replacing a $2k repair with a $35k solution isn’t the right thing for you to do
Feedback:
The response begins with an attempt to acknowledge the customer's apprehension regarding the investment in repairs, which is a positive approach. However, it lacks a deeper exploration of the customer's specific financial concerns, particularly in the context of the current economic climate. While emphasizing the value of safety is important, it would be beneficial to provide more empathetic engagement and perhaps suggest financing options or payment plans that could alleviate the customer's worries about immediate costs. Additionally, the comparison of repair costs to purchasing a new vehicle is relevant but could be framed in a way that highlights long-term financial benefits, rather than simply stating it doesn't make sense. Overall, the response could improve in addressing the customer's perspective and providing tailored solutions that foster trust and rapport.