Cleaning services
Sales Assessment Results
55
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let’s cut to the chase: your performance is hovering around average, and it’s clear there’s room for improvement. You show some understanding of customer concerns, particularly around quality and reliability, but the details are often too vague. You're missing the mark on communicating your value proposition effectively. The lack of specific examples, metrics, and a strong differentiation from competitors is holding you back. While you have demonstrated decent engagement at times, much of it feels minimal and lacks the depth needed to build genuine rapport.
Your strongest technique appears to be engaging the prospect by acknowledging their concerns, yet this strength is undermined by a failure to follow up with solid evidence or tailored solutions. You're also leaning too much on closing techniques without adequately exploring the prospect's needs first—a classic case of putting the cart before the horse.
To elevate your game, focus on honing the SPIN Selling technique. This will guide you in asking the right questions to uncover deeper insights about your prospects' needs. Pair that with Value Selling to ensure you're highlighting the benefits of your services clearly and persuasively.
Here’s your coaching moment: every interaction is a chance to build trust. Don’t just reassure; provide concrete evidence and examples that speak to your past successes. Remember, it’s not just about what you say, but how you say it. Make your responses richer, more specific, and engage your prospects in a way that invites them into a conversation rather than simply answering their objections. Get out there and show them the value you can bring!
Question Breakdown
1.
2
/ 10Question:
"Our budget for cleaning services is already stretched thin this fiscal year; can you justify the ROI?"
Answer:
Absolutely understand that you’re at the end of your budget but you’ve already come this far and worked so hard. Don’t you think having your home move in ready would help your sale?
Feedback:
The response does show an understanding of the budget concern, but it lacks a clear justification of ROI that the prospect is seeking. It could benefit from more structured value exploration, addressing how your service can actually save money or increase value in the long term. Additionally, it fails to ask questions that could uncover more about the prospect's specific needs or pain points. Engagement is minimal, as it mainly redirects without sufficiently addressing the objection directly. Overall, this response does not effectively communicate the value proposition or build rapport with the prospect.
2.
5
/ 10Question:
"I’m concerned about potential disruptions to our daily operations during the initial onboarding process. How will you address that?"
Answer:
I understand being worried about disruptions. I can assure you since we have already done a walk through and set our expectations, our staff will be in and out without interrupting your day at all.
Feedback:
The response acknowledges the customer's concern about disruptions, which is positive. However, it lacks a comprehensive explanation of how the onboarding process will be managed to ensure minimal impact on daily operations. It would be beneficial to provide specific strategies or examples of past successful onboarding experiences. Additionally, there is no invitation for further discussion or questions, which could enhance engagement and demonstrate active listening. Overall, the response is somewhat reassuring but could be much stronger with more detail and a collaborative tone.
3.
6
/ 10Question:
"Our current vendor has been reliable, so what unique value do you bring that justifies switching?"
Answer:
I’m glad that your vendor has been so reliable but have they been consistent? We bring quality and consistency to every place we step into, I believe if they were the perfect match, we wouldn’t be having this conversation. When would be a good time to send a team and do a free trial day?
Feedback:
The response opens up a positive dialogue by acknowledging the reliability of the current vendor, which is a good start. However, it does not sufficiently highlight the unique value proposition your services offer compared to the competition. Questions about consistency need to be more specific; for instance, what metrics or examples can you provide to demonstrate your quality and consistency? Additionally, while suggesting a free trial day is a strong closing technique, it would be more effective to first explore the prospect's specific pain points with their current vendor to better position your offer. Overall, while the intention to engage is present, the response lacks depth in value exploration and specific differentiation from the current vendor.
4.
7
/ 10Question:
"With so many companies offering cleaning services, how can I be sure your team will deliver the quality we need?"
Answer:
Everyone on my team has been trained by myself, personally. The job hasn’t been passed down where quality and expectations could be blurred. From the start the expectations are set at the highest level. How about you pick a room and we can start there and you can tell me what you think?
Feedback:
The response effectively addresses the prospect's concern about quality by highlighting that you personally trained your team, which creates a sense of trust and assurance. However, it could benefit from concrete examples or metrics that demonstrate the successful outcomes of your training and the quality of service provided. Phrasing like "set at the highest level" is vague; instead, consider specifying what those standards entail. The suggestion to start with a specific room is a proactive closing technique, encouraging engagement and allowing the prospect to evaluate the service directly. Overall, while this response shows strong engagement and confidence, it should focus more on specific evidence of quality to enhance credibility.
5.
5
/ 10Question:
"We’ve had issues in the past with hidden costs in service contracts; how transparent is your pricing model?"
Answer:
All of our pricing is set for each clean. This is why we do our walk through, it outlines exactly what is included at each service. It also includes extra optional add ons!
Feedback:
The response shows an effort to address the concern about hidden costs by mentioning that pricing is set for each clean and that a walkthrough is conducted. However, it lacks emphasis on transparency and could benefit from explicitly stating that there are no hidden fees or surprises in the pricing structure. Consider providing clarity on how the walkthrough helps ensure transparency and what specific information is shared with the client during this process. Additionally, inviting the prospect to ask questions or express concerns could enhance engagement and demonstrate active listening. Overall, while there is a good foundation, the response needs more clarity and detail to effectively reassure the customer.
6.
4
/ 10Question:
"What support do you offer for staff training to ensure our team knows how to work with your cleaners?"
Answer:
I am available at any time for any questions or concerns. We do our walk through to set the expectations of what each clean needs and the staff is to follow this list with minimal interactions or disruptions to our clients.
Feedback:
The response acknowledges the importance of staff training, which is a good start, but it lacks specific details on the training programs or resources you provide. Mentioning your availability for questions is helpful, but it would be more effective to elaborate on structured training sessions, materials, or ongoing support that your team offers to ensure a seamless integration. Additionally, addressing how you will ensure that the client’s team can effectively communicate with your cleaners would enhance your credibility. Overall, while there's an attempt to engage, the lack of concrete training information limits the effectiveness of the response.
7.
6
/ 10Question:
"I need to discuss potential service level agreements with my board; can you provide the necessary documentation?"
Answer:
I absolutely can and I’d love to be apart of this conversation with the board. What day will you be meeting?
Feedback:
The response positively acknowledges the prospect's need for documentation and expresses a willingness to be involved in the conversation with the board, which builds rapport. However, it lacks specificity about the type of documentation you can provide. It would be more effective to outline what documents are available (e.g., service level agreements, case studies, testimonials) and how they can assist in the decision-making process. Additionally, asking the prospect what specific information or concerns the board may have could allow for a more tailored approach. Overall, while there's an encouraging tone and an attempt to engage, the response could benefit from more detail and a consultative approach to better meet the prospect's needs.
8.
7
/ 10Question:
"Given the limited options in the market, how do you differentiate your cleaning services from competitors?"
Answer:
I actually believe there are plenty of options in this market. But I think we stand out because of our support and guarantees. I guarantee our work and if our check list isn’t followed to the T, I’ll personally come fix it within 24 hours.
Feedback:
The response acknowledges the prospect's observation about competition and provides a differentiator by emphasizing support and guarantees. This is a good approach as it builds trust. However, it lacks specific examples or metrics that could further illustrate how these guarantees translate into superior service. Additionally, while the commitment to fix issues is strong, it might be more compelling to highlight unique features of your service, such as specialized training for staff or customer testimonials that validate your claims. Engaging the prospect with questions about their current experiences with cleaning services could also enhance the conversation. Overall, while the response shows confidence and commitment, it could benefit from more depth and a stronger exploration of distinct advantages.
9.
6
/ 10Question:
"We’re still evaluating our needs; how can you help me identify if your services are the right fit?"
Answer:
I’d love to schedule a walk through, we can go over any wants, needs or expectations. I can even help point out what I would call problem areas or concerns I would personally see.
Feedback:
The response demonstrates a proactive approach by suggesting a walkthrough, which is a good step towards understanding the prospect's needs. However, it lacks depth in exploring the specific criteria the prospect may have for evaluating services. A more effective response could include asking questions to uncover their current challenges or priorities in cleaning services. Additionally, highlighting how your services align with their identified needs would strengthen the response. Overall, while the intention to engage is clear, further exploration of the prospect's requirements and challenges could enhance the effectiveness of the communication.
10.
7
/ 10Question:
"What guarantees can you provide regarding the reliability and performance of your cleaning staff?"
Answer:
I guarantee all of our work. If it’s not right, I personally fix the concerns within 24hrs. What other owner do you see coming out personally to make sure your clean is correct?
Feedback:
The response effectively emphasizes your personal commitment to quality by guaranteeing the work and highlighting your willingness to address concerns within 24 hours. This builds trust and demonstrates accountability. However, it could be enhanced by providing specific metrics or examples of past performance, such as customer satisfaction ratings or testimonials. While the question about other owners can provoke thought, it may come off as confrontational rather than collaborative. To strengthen engagement, consider inviting the prospect to share their own experiences or concerns regarding reliability. Overall, while the response shows confidence and a commitment to service, more detail and a softer approach could improve rapport.