Screen porch
Sales Assessment Results
60
Developing Closer
10 questions
Maximum score: 100
Completed in
Your performance in this test shows some serious areas for growth, but let’s not sugarcoat it: an average score of 6 indicates you’ve got some work to do. You’ve shown flashes of understanding customer concerns, particularly around maintenance and budget flexibility, but there were too many moments where your responses felt disjointed or premature. The strongest techniques you demonstrated were around acknowledging customer concerns and offering reassurances about your product's quality and support. However, consistently digging deeper into the customer’s perspective and articulating the unique value of your offerings was lacking. You need to focus on exploring customer needs thoroughly before diving into solutions.
To elevate your game, I suggest you immerse yourself in the SPIN Selling and Consultative Selling techniques. These frameworks will help you master the art of asking the right questions and building stronger, longer-lasting relationships with your customers. Remember, selling isn’t just about pitching; it’s about understanding and providing value.
Here’s your coaching moment: Think of every customer interaction as a conversation, not a transaction. Engage them, validate their concerns, and show them how your solutions specifically meet their needs. When you do this, you won’t just sell; you’ll build trust. And trust is the ultimate currency in sales.
Question Breakdown
1.
2
/ 10Question:
"I'm not sure if the screen porch will actually provide enough value for our investment right now."
Answer:
If you are looking for a good project to invest in your home, garage doors are the number one return on investment. Followed closely by usable space. Since you already have a beautiful garage doors are (I noticed it walking up, and it looks good), having a screen porch will be a super affordable way to expand your usable space, as well as providing an awesome entertaining area for your family and friends.
Would you like our super bug screen, or would a sun shade and privacy screen work better for your porch?
Feedback:
The response does not directly address the customer's concern about the perceived value of the screen porch investment. While it attempts to provide some context about other home investments, it lacks a clear connection to the specific benefits of the screen porch itself. Additionally, the transition to proposing options (bug screen vs. sun shade) comes too early, without adequately validating the customer's hesitation. To improve, focus on exploring the customer's needs further and articulating the unique value the screen porch can offer to them personally.
Overall, the response feels disjointed and does not engage effectively with the customer's objection.
2.
5
/ 10Question:
"What if the installation process disrupts our daily operations too much?"
Answer:
Since we do work in the home space, where people live, we have streamlined our install process to be smooth and efficient. Everyone knows their job and how the entire project comes together which lets us make minimal intrusion, and well as provides for a quality product with everyone making sure it’s done right. Would a specific day of the week work better for you?
Feedback:
The response begins positively by highlighting the streamlined installation process, which is a good approach to address the concern about disruption. However, it lacks a deeper exploration of the specific concerns the customer may have regarding installation disruptions. It would be beneficial to acknowledge their worry directly and possibly ask more open-ended questions to understand their unique situation better. For example, asking about their daily routine or any specific times they’d prefer to avoid disruption would demonstrate active listening and a tailored approach. Additionally, while suggesting a specific day of the week is proactive, it comes across as premature without first validating the customer’s concerns more thoroughly. By diving deeper into their perspective, you could enhance the collaborative aspect of the conversation.
Overall, while the response is on the right track, it needs more engagement with the customer's objections and a clearer demonstration of value regarding the installation process.
3.
6
/ 10Question:
"Can you guarantee that this option is the best for our budget considering the limited options available?"
Answer:
With a limited budget today, would there be a better budget in the future where you could get something more in line with what you’re looking for?
If you need a screen porch today, we do have the quality frame we use, and we can install a budget screen. When you’re ready we can simply come out and exchange the screen to an upgrade. Would it be better to wait, or would you like to get a budget option in place with the ability to upgrade it later?
Feedback:
The response shows a commendable effort to acknowledge the customer's budget constraints by asking about potential future budgets. This displays an understanding of the customer's financial situation and suggests flexibility. However, it lacks a direct guarantee or assurance regarding the current options being the best fit for their budget. To strengthen the response, it would be beneficial to highlight the specific value and advantages of the current budget option, perhaps by comparing it to alternatives or explaining how it meets their needs effectively. Additionally, more emphasis on the quality of the proposed solution could instill confidence in the customer. Overall, while the approach is somewhat collaborative, it needs more assertiveness in confirming the value of the current offering.
4.
7
/ 10Question:
"How can I be sure this won't become another expensive maintenance headache down the line?"
Answer:
I know how it is when you finally get something you’ve been wanting only to discover it has a heavy maintenance schedule.
Fortunately, even though it does have some maintenance needs, it is typically only once or twice a year. And we offer a maintenance program our clients can take advantage of, so they only have to enjoy using our product and we take care of any headaches and maintenance.
Would you like the basic maintenance program where you would take care of certain parts, or would our complete care program be a better fit? So you don’t have to do anything?
Feedback:
The response effectively acknowledges the customer's concern about maintenance headaches and provides reassurance by clarifying that maintenance needs are minimal, occurring only once or twice a year. Highlighting the availability of a maintenance program is a strong strategy, as it shifts the focus from potential worries to a solution that adds convenience for the customer. Additionally, the transition into discussing the different maintenance program options invites further conversation and shows a willingness to cater to the customer's preferences.
However, it could benefit from more specifics on what the maintenance entails and how it compares to other products in the market, which would enhance the value proposition. Moreover, engaging with a question that digs deeper into the customer's past experiences with maintenance could foster a more collaborative conversation. Overall, this response builds some rapport and addresses the concern but could strengthen the connection to the product's value and ease of maintenance.
5.
7
/ 10Question:
"What happens if we decide to change designs after the project has started?"
Answer:
That’s a legitimate concern. You don’t want to get into the project and then realize you really want it a different way. Have you had to make design changes in the past? And what was the reason for that?
Fortunately for this scenario, while it does happen very occasionally, there are a few benefits of this specific project. First, it’s literally the last project to do after all the other construction is complete. AND with fast order times on our products, we can wait to finalize the order till the other projects are wrapping up. This lets us see the final project where our product is going, we can make adjustments and take final measurements after everything else is in place. This process almost eiminates any chance of design change once we order the project.
Feedback:
The response starts well by acknowledging the customer's concern and validating it, which is a good practice. Asking about their past experiences with design changes shows curiosity and engages the customer in a dialogue, which is positive. You also effectively highlight the unique advantages of your process, emphasizing that the screen porch is the last project to complete and that adjustments can be made before finalizing orders.
However, it would be beneficial to provide more reassurance about how flexible your process is overall, even if design changes are rare. Additionally, while the explanation of your workflow is informative, it could be more concise to avoid overwhelming the customer with too much detail at once. Overall, this response demonstrates good engagement and addresses the concern but could benefit from clearer communication and a stronger focus on reassurance.
6.
6
/ 10Question:
"I have concerns about the durability of the materials you're offering; how do they compare to other alternatives?"
Answer:
The materials we use, while they will eventually fail under extreme and harsh conditions, they have been thoroughly tested and consistently outlast and outperform the competitor products.
Because this is so superior, we offer a considerably better warranty on these products than our competitors.
Feedback:
The response acknowledges the customer's concern about durability, which is a positive start. By mentioning that the materials are tested and outperform competitors, you provide reassurance about quality. Highlighting a better warranty also adds value and instills confidence in the customer. However, stating that the materials will eventually fail under extreme conditions could be perceived as negative and might raise further doubts. Instead, focus on emphasizing the strengths and benefits of your materials more positively. It would be helpful to compare specific attributes or performance metrics against alternatives to strengthen the argument. Additionally, engaging the customer with a question about their specific durability concerns could foster a more collaborative discussion. Overall, while the response addresses the objection well, it could be improved by reframing the potential shortcomings in a more positive light and enhancing the comparative analysis.
7.
8
/ 10Question:
"Is there any flexibility in your pricing or payment terms to help with our immediate needs?"
Answer:
Of course! While not everyone is at the perfect time to get a project done, we do have flexible payment plans that let our clients get started today. We do also offer discounts for military and first responders as well as other programs we have, so let’s see what discounts and rates you qualify for, and then we can also look at financing options if needed after that. What other concerns were you about to mention?
Feedback:
The response effectively addresses the customer's inquiry about pricing and payment flexibility by confirming that options are available. Mentioning specific programs like discounts for military and first responders demonstrates an understanding of different customer needs and adds value to the conversation. However, the response could be strengthened by providing more specific examples of the flexible payment plans and how they could benefit the customer directly. Additionally, transitioning into a question about further concerns at the end is a good way to keep the dialogue open, but it could have been more tailored to the context by acknowledging the customer's immediate need for flexibility before moving on. Overall, the response is positive and proactive but could enhance its effectiveness through specificity and tailored follow-up.
8.
7
/ 10Question:
"I'm worried about whether our team will have the bandwidth to manage this project right now."
Answer:
It’s great that your team is busy, and we understand that, having worked with many other busy teams before. Is it more important to you to get this project started and completed quickly, with my team taking the lead and making sure it flows smoothly to completion, or would you prefer your team be involved completely in the process?
Other busy teams loved the hands off approach and having another professional team taking this off their hands was the best feeling they had in a long time!
Which option works best for you?
Feedback:
The response acknowledges the customer's concern about their team's bandwidth, which is a positive start. By mentioning experience with other busy teams, you build credibility and offer reassurance. The question you pose about whether they prefer a hands-off or involved approach is a proactive way to engage and tailor your solution to their needs. However, while this approach is collaborative, it could benefit from more direct validation of their concerns regarding bandwidth. Additionally, providing more specifics about how your team would manage the project on their behalf would enhance their confidence in your ability to handle the workload. Overall, the response is engaging but could use a bit more clarity on the support your team can offer.
9.
5
/ 10Question:
"Can you provide examples of successful implementations similar to our situation?"
Answer:
We haven’t fully discussed your situation and everything that is going on here. To provide the best example, I will need to ask some more questions, is this a good time to go over this?
Feedback:
The response opens positively by indicating a desire to understand the customer's situation better, which is a good approach. However, it lacks specificity regarding successful implementations or case studies that could reassure the prospect. By not offering any examples initially, it may leave the customer wanting more concrete evidence of your capabilities. Asking if it's a good time to discuss further demonstrates curiosity but could be more effective if you first share a brief success story or two related to similar projects to build trust and credibility. Additionally, framing the question to encourage a more detailed discussion about their needs would make the conversation more engaging. Overall, while the intention to gather more information is there, the execution in addressing the objection needs more depth and relevance.
10.
7
/ 10Question:
"How will you support us post-installation if we encounter any issues?"
Answer:
While we don’t expect you to encounter any issues what so ever after the installation, we include a 2 year hassle free warranty where we take care of any issue that might arise. After that, we still handle any issues with no questions asked policy, for a small service charge.
I have a couple customers I can put you in touch with that have used this service, if you wish to get first hand account of working with us in this capacity. Would you like me to set up a call for you?
Feedback:
The response begins by addressing the customer's concern about post-installation support, which is a good start. Highlighting the 2-year hassle-free warranty is an effective way to provide reassurance about future issues, and the mention of a no-questions-asked policy for any subsequent problems adds further confidence. Additionally, offering to connect the customer with previous clients for firsthand accounts is an excellent way to build trust.
However, the phrase "we don’t expect you to encounter any issues whatsoever" may come across as dismissive and could raise concerns if issues do arise. Instead, acknowledging that while issues are uncommon, they can happen, would be more empathetic. Also, providing a brief overview of what the warranty covers could enhance clarity and demonstrate thoroughness. Overall, the response covers the essential points but could benefit from a slightly more nuanced approach to customer concerns.