Pool renovation
Sales Assessment Results

"I'm really concerned about how the renovation will impact the environment around my pool."

I can certainly understand that. Would you mind explaining to me exactly your concerns? Have you had some bad experiences in the past? We take every precaution we can to try to mitigate that happening. We control the rainwater and dispersed it in a way that doesn’t damage or flood. We try and protect your landscaping and plants and grassy areas. We pump all chemically induced water into the sewer and not into the waterways. But I would like to talk to you more about that and try to understand your concerns.

The response effectively acknowledges the prospect's concern about environmental impact, which is a great start. It opens the door for further conversation by asking for clarification on their specific worries, demonstrating curiosity. However, it could be enhanced by providing more concrete examples of environmentally friendly practices or certifications that the company adheres to, showcasing the value of the service in an eco-conscious manner. The tone is appropriate for a sensitive topic, but it lacks a stronger closing technique to guide the prospect toward a decision. Overall, it shows a solution-focused approach but could benefit from more active listening and value exploration.

"Before I move forward, I need to consult with my spouse who makes the final decisions on home improvements."

I can certainly understand that as I am married also. And we collaborate on all major decisions. Can we go ahead and finalize in your mind that you’re ready to move forward with the project with us. Do you have any areas of concern? Have we discussed your budget in depth with you? We have went over the process, and I felt that you were comfortable. With that process. I know you have done your research on us and have told me that you feel that we could do the project without any concern of that. Do you think that we could go ahead and set up a time that we all three could meet and go over questions and go over the scope of the job I’m available Tuesday at 10 AM or Wednesday at 9 AM. Which one of those times best meet your schedule

The response demonstrates understanding and empathy by relating to the prospect's situation of consulting with a spouse. However, it could benefit from a more consultative approach. Instead of pushing to finalize the decision, which may come off as presumptive, it would be better to explore the prospect's concerns further and ask more open-ended questions about their spouse's preferences or decision-making process. This would show active listening and curiosity. Additionally, while suggesting a meeting is good, offering times right away might come across as overly aggressive without fully addressing the prospect's need for consultation. Overall, it's important to ensure the prospect feels supported in involving their spouse rather than feeling pressured. Score: 6/10.

"We've had a bad experience with a previous contractor; how can I trust this won't be the same?"

I have definitely heard of some horror stories concerning other industries and contractors. Would you mind telling me exactly what has happened to you in the past so that I can make sure that we won’t even come close to doing that? We have talked about your pet peeves, and I’ve answered each one thoroughly to hopefully put you at ease on the communication, the timeframe, the budget. If it would make you more comfortable, I can give you as many references as you would like to call and ask any questions concerning your fears or concerns. I have over 140 Google reviews that mentioned exactly what you’re concerned about and how we have accomplished everything that we promised we would. Is this your only concern before making the final decision? Meaning if I can assure you that the entire process from this point forward to the end will be at ease and comforting to you. Would you be willing to make a decision to to go with me and my company on this project.

The response effectively addresses the prospect's objection by acknowledging their past experiences and inviting them to share more about their concerns. This demonstrates active listening and a willingness to understand the client's perspective. The offer of references and highlighting positive reviews adds credibility and value to the response. The closing question is appropriate, as it seeks to clarify if the concern is the only barrier to moving forward, fostering a collaborative approach. However, the response could be more concise and focus on reassurance regarding the company's reliability, perhaps by emphasizing specific processes or guarantees that differentiate your service from their past experience. Overall, a strong effort that could use slight refinement for clarity and impact.

"I've seen lower quotes from other companies; how can you justify your pricing?"

Unfortunately, I can’t compete price wise with every company out there. I know Price is very important to you. What we offer is value. We are fully insured. My Cruz have been with me 8+ years. The quality of our work and the timely completion is beyond reproach. I have plenty of Google reviews and references that I could give you and show you that you could talk to and discuss any questions with them. My company is purely focused on swimming pool renovations. I am the owner and founder of the company. And I will be on site supervising every detail. I am readily available by phone text or email day or evening and even on the weekend. My company offers great value, long-term success and I’ll pick up the phone after the project. Should you have any concerns or questions? Again you will read all about this in our 140+5 star Google reviews. So let me ask you does my price point land within your budget. Or would you like to go over it and discuss different options to lower the cost and still maintain the high-quality that we deliver? Also if you would like to sit down with those other estimates and go over apples for apples, I would certainly like to do that. I have found in the past that many times they are not offering the same materials and the same service that I am. There is a big difference in for example Plaster preparation. Many companies create their own recipe for a bonding material. It cost pennies to make yet it does not adhere very well which means your new Plaster could become delaminated and only a short time. My company purchases, southern grout and mortar bond coat material. Cheap but it has been proven to be the best on the market. That’s just one example I could go on and on. Let me ask you are you ready to make a commitment if I can show you the my value and my pricing is the best decision for you

The salesperson effectively addresses the objection by emphasizing the value and quality of their service, which is essential in the pool renovation industry. They provide specific reasons for the higher price, including experience, insurance, and the quality of materials used, which aligns well with a solution-focused approach. However, the response could improve in structure and clarity, as it comes off a bit disjointed and lengthy. Asking questions to engage the prospect is excellent, but the transition between points could be smoother. Additionally, they could have used a more assertive closing technique instead of just asking if the price lands within the budget. Overall, they demonstrate good listening and curiosity by offering to compare estimates, but they need to streamline their communication and closing approach.

"Is there a warranty or guarantee on your work? If something goes wrong, what support do you offer?"

Absolutely the swimming pool industry offers a one year across-the-board warranty on materials and labor. What we offer is if anything goes wrong 2 to 3 years give us a call and we will come out and take a look and correct the issue. As long as there hasn’t been any major movement in your pool. Then we will absolutely stand behind our work. If you want to look at the Google reviews, you will see many reviews stating years after the project. They gave me a call and had questions or concerned, and I came immediately out to talk to them, addressed them and even helped them in areas that I had nothing to do with with during the renovation. Could you give me an example of scenarios of your concern so I can better understand how you’re feeling? Have you had issues in the past with contractors that haven’t stood behind their work that has frustrated you? I have all our warranty and guarantees written down for you to sign when we get you on the schedule. We will go over everything in detail. And we can do that now if you would like to. Have I made you comfortable that I stand behind my work and that I am the right company for your project.

The response effectively addresses the warranty concern and provides reassurance about the company's commitment to customer satisfaction. It clearly communicates the warranty terms and the support offered after the project, which is crucial in the pool renovation industry. However, while it does include a call for examples of the prospect's concerns, the initial explanation could be more structured to enhance clarity. Introducing a solution-focused approach by emphasizing how your service can alleviate past contractor frustrations would strengthen the message. Additionally, a more concise closing technique could help reinforce the commitment. Overall, the response demonstrates active listening and a collaborative approach, but a bit more polish in communication and structure is needed.

"I'm not convinced I need a renovation right now; my pool is still functional, so why should I invest?"

You have a very high investment back here with your swimming pool and surrounding areas. Let’s just take a walk around and let me point out some areas of concern that I have. Do you see these loose coping stones in various places around your pool? Should anyone step on these they could very easily slip out of place causing a fall for that person into the pool or onto the decking. Do you see those cracks in the tile and in the plaster those are areas of also concern those could be allowing water to penetrate into the structure of the pool and get into the Steel. Which would began to rust and deteriorate and weaken, causing the structure to completely fail. Those should be addressed immediately. I also have noticed that your equipment is all original over 20 years old. The equipment is the heart and the lungs of the swimming pool. The money you are spending in energy running that old equipment could be saved by updating more energy efficient System. I also noticed that you have water in one of your lights, which is also a safety issue which could allow electricity to get into the water. So actually right now is a great time to protect your investment for long-term success. By waiting any longer, it could begin to really deteriorate your pool and surrounding areas. Would you agree that your pool needs attention right now and that these areas are of concern to you as well? Why don’t we go ahead and talk about budget and which plan fits for you and go ahead and get you on the schedule.

The response effectively identifies specific issues with the pool, clearly communicating the potential dangers and costs associated with neglecting them. This aligns well with a solution-focused approach, as it emphasizes the value of renovation as a protective measure for the customer's investment. The use of discovery questions towards the end encourages engagement and prompts the customer to consider their own concerns. However, the tone could be softened slightly to ensure it doesn't come off as overly aggressive. Overall, while the response is comprehensive and informative, it could benefit from a more collaborative approach and a gentler closing technique. The structure could also be improved by breaking up the information into digestible parts to maintain engagement. The effective use of safety and cost implications is commendable and aligns well with the consultative selling approach. Score: 8

"How do your services compare to my current vendor's? I need to know if it's worth switching."

I understand your comfortability with your current vendor. But not everyone can be a swimming pool renovation specialist. My company only focuses on swimming pool renovations. We do not provide maintenance weekly cleanings. We only strive to be excellent Construction company. Let’s go ahead and do an estimate and compare pricing. Sometimes we get comfortable staying with the same person or the same company when there are much better options out there for us. If we compare apples for apples and his company and pricing. Is a better fit for you I will absolutely tell you. I think you should stay with him. How does that sound? If I can show you where I could be a better fit would you be willing to make

The response begins well by acknowledging the customer's comfort with their current vendor, which reflects active listening. However, it lacks a clear comparison of the services offered and does not effectively explore the unique value proposition of your company. The mention of only focusing on renovations is good, but it needs to connect more directly to how that specialization benefits the customer compared to their current vendor. The closing attempt is vague and somewhat weak; rather than asking if the prospect is willing to make a switch, it should directly invite a conversation about their specific needs and pain points. Additionally, the phrase 'sometimes we get comfortable...' could be seen as dismissive of the customer's loyalty, which may alienate them. Overall, while there are elements of curiosity and discovery, the response could be more structured and focused. To improve, structure your response to include a clear comparison, emphasize the unique benefits of your service, and strengthen your closing technique. Score: 5

"With so many projects on my plate, I'm worried about how long this renovation will take. Can you assure me it won't disrupt our summer plans?"

I can certainly understand that. Our swim season in Texas is basically 4 to 5 months and we do not want to interrupt those months. To assure that doesn’t happen, you need to make a decision either way pretty quickly. Now, let’s sit and talk about vision and budget so we can assure that we meet your timeframe. If you look at our 140+ Google reviews, you will see that we complete our projects in a timely manner. You will not see any review stating that we had long delays between Crews. You also see my name many many times about my communication skills about being on site and overseeing the project. I only use the same crew for all my projects and most have been with me 8+ years. It is very important to me to get your project finished in a timely manner. I can move onto the next one. When are you thinking of actually getting the work started? And do you have any other concerns for me right now that we need to address before you make your decision?

The response effectively addresses the customer's concern about the disruption of their summer plans by acknowledging the importance of the swim season and emphasizing timely completion. However, it could benefit from a more empathetic tone and assurance directly related to the customer's specific timeline. While the mention of Google reviews and personal oversight is good for building credibility, it may come off as slightly defensive. The closing questions are appropriate for encouraging further dialogue, but asking for a specific start date might come across as slightly pushy without first ensuring the customer's full comfort with the information provided. Overall, the salesperson demonstrates a solution-focused approach but could improve on empathy and active listening to fully engage the customer. Score: 7/10.

"Can you explain how your renovations could actually increase the value of my home?"

A well planned and prosecuted Renovation as value in many ways. While monetary value is very important. With protecting your investment concerning the pool and swimming pool area. A deteriorating pool will bring the value of a house down. Inviting area, can actually raise the value of the house by taking the concerns away from any potential buyers having to put money into the backyard. More importantly, it adds quality time value for your friends and your family at your house. There is not much more important than that. You will be creating generational memories by having a beautiful backyard area to spend quality time with. Can you further explain to me what is most important to you as far as the investment? I would like to make sure I have you comfortable in all areas of this concern.

Your response provides some relevant points about the value of pool renovations, particularly in terms of protecting the investment and enhancing the home's appeal to potential buyers. However, it lacks clarity and could benefit from a more structured approach. You mention the quality of life and memories, which is great, but it would be stronger if you directly linked these emotional benefits to specific financial outcomes. Using a framework like SPIN Selling could help; for example, clarify the situation (current state of the pool), tease out the problem (deterioration), and discuss the implications (lower home value) before highlighting the need-payoff (increased home value and enjoyment). Additionally, you could improve your closing technique by inviting the prospect to share more about their priorities or concerns, which you did at the end, but it seemed somewhat disconnected from the preceding argument. Overall, while you touched on important aspects, the response could be more compelling and organized. Score: 6/10.

"I'm not sure if your style aligns with my vision; do you have examples of past projects that could help me decide?"

Can you further explain what you’re talking about my style and your vision? I’m not sure I understand. And as far as past projects I have hundreds and hundreds here is a list of 38 randomly pulled references in my folder that I’m leaving you. You can call them anytime and ask any questions. I have not prepped them for your call. They do not know you will call. But these are past clients that love us love the work we did and how we did it. So let’s discuss your on our Style and your vision and get this behind us

The response effectively acknowledges the customer's uncertainty regarding style alignment, which is a good start. However, it lacks clarity and could be perceived as dismissive due to the phrasing. Instead of asking for further explanation, it would be more constructive to ask open-ended questions that invite the customer to share specific elements of their vision. While providing a list of references is helpful, the approach seems rushed and could benefit from more organization. Instead of overwhelming the prospect with a long list, offering a few relevant examples that closely match their vision would be more impactful. Additionally, the tone could be warmer and more collaborative. Overall, the response could improve in clarity, curiosity, and a solution-focused approach. Score: 5