Window cleaning
Sales Assessment Results
53
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's get real here: your performance is hanging out in the average zone, and that's not where champions dwell. You’ve shown some potential, especially in addressing concerns and building rapport, but there’s a noticeable gap in depth and strategy. You have a knack for being responsive, but too often, you're skimming the surface instead of diving deep into the prospect's needs. You need to get curious and start asking the kind of probing questions that lead to real insights about your prospects' budgets and pain points.
Your strongest moments came when you effectively communicated the reliability and transparency of your service, especially when you highlighted your track record and the importance of social proof. However, there's a pattern of missing out on critical details and failing to solidify your value proposition. You often shift to solutions without thoroughly exploring the prospect's concerns first, which can leave them feeling unheard.
To elevate your game, I suggest you dig into the Consultative Selling and SPIN Selling techniques. Mastering these approaches will help you uncover deeper needs and tailor your proposals more effectively. Remember, selling is not just about presenting solutions; it’s about crafting a conversation that leads your prospects to their own realizations about what they truly need.
Here’s your coaching moment: think of every interaction as a chance to build a relationship rather than just a transaction. Engage your prospects with genuine curiosity, and don’t shy away from asking tough questions. The deeper the conversation, the stronger your sales will be. Let’s turn that average score into an exceptional one!
Question Breakdown
1.
3
/ 10Question:
"I'm worried about the monthly payments affecting my cash flow—can you help me find a solution that fits my budget?"
Answer:
Sure, no problem. I can understand why you’d want to keep monthly expenses to a minimum. How about I come out to service the windows only once a quarter?
Feedback:
The response acknowledges the concern about cash flow, which is a good start. However, it lacks a deeper exploration of the prospect's specific budget needs or other potential solutions. Suggesting quarterly service may not fully address their concern about monthly payments, as it shifts the frequency without providing a clear financial solution. It would be more effective to ask probing questions about their budget and offer a range of service options tailored to their financial situation. Additionally, there’s no clear closing technique or value exploration presented.
Overall, the response could benefit from more curiosity and a collaborative approach to engage the prospect effectively.
2.
5
/ 10Question:
"I need to consult with my team before making a decision; can you provide some information to share with them?"
Answer:
I can see this would be a collaborative decision here. I can tell you right now that the experience of having fresh clean widows would add an element of pride that your team would have in their workspace. The day we come out to clean them will be a day when everyone says to each other “wow the windows look great, huh?” And by making this decision with us today would set you apart as the type of leader that shows he cares about the environment your team works in. So let’s pick a day on the calendar that both your team and my team can look forward to, how does that sound?
Feedback:
Your response acknowledges the collaborative nature of the decision, which is positive. However, it lacks concrete information that the prospect can share with their team. Instead of focusing on the emotional appeal of clean windows, consider providing specific benefits or features of your service that would be relevant to their team, such as service reliability, pricing options, or testimonials. Additionally, while you attempt to move towards scheduling, it's important to ensure the prospect feels equipped to discuss your service with their team first. Asking if they need specific details or a document to support their discussion would also demonstrate active listening and a consultative approach.
3.
8
/ 10Question:
"What if the service disrupts our daily operations? We can’t afford any downtime right now."
Answer:
I can assure you that we won’t disrupt your workflow. Logistically, we only spend about 1-3 minutes on each window, and if one of your staff is at a desk by a window we can easily work around them. That being said, what time of day is your office the least busy? That way we can come out when there the least chance if distracting your team at all.
Feedback:
Your response effectively addresses the concern about disruption by providing a clear explanation of how your service minimizes downtime. Mentioning the quick timeframe for servicing each window and your willingness to work around staff demonstrates a thoughtful approach to the prospect's needs. Additionally, asking about the least busy time shows curiosity and a willingness to accommodate their schedule, which is great for building rapport.
However, to enhance your response further, consider adding a reassurance about your experience in managing similar situations with other clients, which would provide social proof and increase your credibility. Also, offering to outline a detailed plan for the service could strengthen your position and reduce any lingering concerns about operational impact.
4.
9
/ 10Question:
"I’ve heard mixed reviews about window cleaning services; how do you guarantee quality?"
Answer:
You’ve probably heard mixed reviews because the people you’ve heard reviews from have likely had to work with unreliable window cleaners. Solid window cleaners are actually hard to come by, and not to sound prideful, but you’re speaking with a solid one right now. I have over 50 5-star reviews from happy customers, and I like to keep that track record going. I can guarantee quality though since I detail each window after cleaning it, and also by double checking my work after finishing the job. And because I’m so confident about what I’ll do for you, if what I do doesn’t fully exceed your expectations, I’ll give you half your money back. How does that sound?
Feedback:
Your response does a commendable job of addressing the prospect's concerns about mixed reviews by emphasizing your own positive track record and experience. Mentioning the 50 5-star reviews adds credibility and serves as social proof, which is important in building trust. Furthermore, detailing your quality assurance process, including double-checking your work and offering a money-back guarantee, effectively demonstrates your commitment to quality.
However, consider framing your response to acknowledge the prospect's concerns more empathetically before presenting your solution. For example, you could ask if they have specific concerns or examples of the mixed reviews they've encountered. This would show active listening and further engage the prospect in a collaborative discussion. Additionally, while you convey confidence, be careful with phrases like 'not to sound prideful'—instead, assert your expertise in a positive way without downplaying it.
Overall, this is a strong response, but incorporating more curiosity and empathy could elevate it further.
5.
6
/ 10Question:
"I’m concerned about hidden costs that might sneak up on us after we start the service."
Answer:
That’s a valid concern. That’s also why I’ve disclosed every cost in the service agreement, which protects you from paying anything extra. Do you have questions about how much you’d be paying over the year?
Feedback:
Your response addresses the concern about hidden costs by emphasizing transparency in the service agreement, which is a positive approach. However, it could be enhanced by offering more reassurance about the clarity of the costs involved. Instead of just stating that all costs are disclosed, consider elaborating on what is included in the service agreement and how it protects the prospect from unexpected fees. Asking the prospect if they have specific concerns or examples of hidden costs they've encountered before could demonstrate active listening and deepen the conversation. Additionally, providing a summary of the payment structure could help build trust and alleviate their concerns further. Overall, it's a solid response but could benefit from more detail and engagement.
6.
5
/ 10Question:
"I want to know how your service stacks up against my current vendor—what makes you the better choice?"
Answer:
The best way for me to answer that question is to actually perform the service for you. By that time it would be clear how I differentiate myself from them. But since we haven’t gotten there yet, what I can tell you is that we use the highest quality of tools for window cleaning and the most effective soaps to remove dirt and grime from the windows. Plus, my team is very communicative. If you asked one of them to change your car tire out of the blue, they’d drop what they were doing just to help you and leave you with best impression possible. Can I ask for your honest opinion about your current vendor? I’m curious because you’d likely wouldn’t be talking to me if there wasn’t something they were doing inefficiently?
Feedback:
Your response attempts to address the prospect's question by suggesting that they would see the quality of your service through a trial, which can be effective. However, this approach may come off as evasive; directly answering how you differentiate from the current vendor would be more effective. Instead of implying they need to see your service first, provide specific comparisons such as reliability, customer service, pricing, or unique features that set you apart. Additionally, while mentioning the quality of tools and the communication skills of your team is valuable, it could be more persuasive if you included examples or testimonials that illustrate these points. Finally, asking for feedback on their current vendor is beneficial for discovery, but ensure that it does not overshadow the need to clarify your own strengths. Overall, focus on being more explicit about your value proposition and how it directly compares to their current service.
7.
5
/ 10Question:
"I like the idea of upgrading, but how long will it take to see results?"
Answer:
The results will be visible by the time we finish the job, which should be only about two hours. Pretty quick, right?
Feedback:
Your response addresses the prospect's question by highlighting the quick turnaround time, which is a positive aspect. However, it could be improved by elaborating on what specific results they can expect to see within that timeframe. Providing examples of the improvements or benefits of the service would help the prospect understand the value better. Additionally, using a more engaging tone and perhaps asking if they have specific expectations or areas of concern would demonstrate curiosity and deepen the conversation. Overall, while you delivered a concise answer, expanding on the value of the results would make your response more compelling.
8.
5
/ 10Question:
"I’m not sure if we really need a full window cleaning service; can you break down the value for us?"
Answer:
Definitely. When you see firsthand how clear your windows will be, you’ll know it’s because we were able to do the insides and outsides of them. If we only do the outside for example and you still saw some marks and fingerprints on the insides of the windows, then your perception of the the value we offer would be only half of what it could be. And we want to leave you with the best service by doing inside and outside, even if it’s only just this one time.
Feedback:
Your response begins positively by affirmatively agreeing to break down the value of the service. However, it largely focuses on the outcome of having clean windows rather than explicitly detailing the benefits of the full service compared to partial services. To enhance your response, consider discussing specific advantages such as the impact of clean windows on employee morale, workspace aesthetics, or potential health benefits from improved natural light. Additionally, engaging the prospect with questions about their current cleaning practices or what they value in a window cleaning service would demonstrate curiosity and show that you are attentive to their needs. More detail on the long-term value of maintaining both the inside and outside of the windows could also strengthen your case.
9.
4
/ 10Question:
"How will this impact my team's morale—are they on board with switching services?"
Answer:
I spoke with three of your employees actually. Each one of them said they’d be down for it.
Feedback:
Your response attempts to address the objection by mentioning that you've spoken to three employees who are supportive of the switch. However, this approach lacks depth and does not fully explore the prospect's concern regarding team morale. Instead of merely stating that employees are on board, consider providing insights on how the switch will positively impact their work environment, such as improved cleanliness or better service reliability. Additionally, engage the prospect with questions about any potential resistance or concerns they might anticipate from other team members to demonstrate curiosity and active listening. Overall, your response needs to be more comprehensive and collaborative to effectively address the concern about team morale.
10.
3
/ 10Question:
"I'm worried about the ease of onboarding—can you walk me through your support process during the switch?"
Answer:
Absolutely. I know how traumatizing it can be to get your windows serviced by awful cleaners. To ease everyone’s pain, we’ll show up with teddy bears for all the staff, as well as a small concert in the lunchroom as a token of thanks. By the time we finish the job, you’ll wonder how it felt like any effort at all to have us out here.
Feedback:
Your response attempts to use humor and a light-hearted approach to address the onboarding concern, which can be engaging. However, it misses the mark in providing the specific information the prospect is looking for regarding the support process during the transition. Instead of focusing on entertaining elements like teddy bears and concerts, it's crucial to detail how you will ensure a smooth onboarding experience. Discussing training, communication protocols, scheduling, and any guarantees or follow-up support would demonstrate your commitment to making the process easy for them. Additionally, be careful with overly whimsical suggestions that might undermine your professionalism in a business context. Overall, while your response is creative, it lacks the necessary detail and seriousness needed to effectively address the prospect's concerns.