Tile and Stone Restoration
Sales Assessment Results
55
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let’s get real here: your performance is hovering around mediocre territory. An average score of 5.5 means there’s a lot of room for improvement. You’ve shown sparks of potential, particularly when you’re trying to establish rapport and show understanding of your clients’ needs. However, the consistency just isn’t there. You tend to miss the mark on specificity, which is crucial in sales. Your responses often lack concrete details—metrics, examples, timelines—that would solidify your points and instill confidence in your prospects.
You need to sharpen your skills in Value Selling and Solution Selling. These techniques can help you articulate the unique value of your offerings while providing tailored solutions to address specific customer pain points. It’s time to bridge the gap between the relationship-building you’re trying to achieve and the hard facts that back it up.
Here’s your coaching moment: don’t just aim to connect; aim to convince. Your prospects want to feel understood, but they also need to see the tangible benefits you can provide. Next time you respond, think of it as a chance to showcase your solution's value with clear examples and metrics. Make every word count!
Question Breakdown
1.
3
/ 10Question:
"We have tight budget constraints this quarter, how can you justify the ROI on this restoration project?"
Answer:
We completely understand your budgetary constraints, rest assured our service not only adds the added cleanliness and preservation your facility needs but it also ensures less labor hours from your current staff as the areas we restore and preserve stay pristine much longer than with traditional methods. Thus saving you a ton in the long run, and allowing your staff to work on larger projects that their time is better suited for. The enhanced cleanliness also will ensure better reviews and word of mouth refferals into your establishment which in turn will only boost sales making this the absolute most logical choice.
Feedback:
The response acknowledges the budget concerns, which is a good start, but it lacks clarity and does not effectively quantify the ROI. While you mention saving labor hours and boosting sales through cleanliness, you should provide specific metrics or examples to strengthen your case. Additionally, the tone could be more concise and focused. Aim to ask a follow-up question to uncover more about their specific budget limits, fostering collaboration and deeper engagement.
2.
5
/ 10Question:
"I'm concerned about how much time this will take away from our team's current priorities—can you elaborate on the expected timeline?"
Answer:
Absolutely, let's begin by understanding on a deeper level what said priorities are so we can work out a plan with your team to ensure little no no down time away from these tasks. Our entire mission and process is aimed to make everything easier and as seamless as possible for your guests and employees. Once our technicians arrive we get straight to work in the areas where we know your teams won't be. Working Systematically around them and for them, never against them. We ensure all areas are left dried and free and clear of debris upon leaving, fostering peace of mind we won't need anyone going behind us. Then once complete we sign off with the team so everyone knows exactly where we are at in the process and discuss and changes to scope or timeline etc. We also have designated training material for the team so everyone is immediately aware and up to speed on the maintenance guidelines and new products introduced to ensure your investment stays looking in tip top shape. We bring immense clarity to all the Facilites we work with on an annual basis and are very open and transparent through the entire process.
Feedback:
The response begins well by seeking to understand the prospect's priorities, which is essential for a consultative approach. However, it lacks specificity regarding the timeline for the restoration project. Providing an estimated duration or example timelines from past projects would enhance the response. Additionally, while emphasizing a collaborative approach is valuable, the message could be more concise, focusing directly on how the process minimizes disruption. Overall, there's a good attempt at building rapport, but clearer, more direct communication of expected timelines is crucial to address the concern effectively.
3.
4
/ 10Question:
"We have a long-standing relationship with our current vendor; what makes your solution worth the switch?"
Answer:
That's great to hear! We Prioritized long standing relationships and long lasting solutions with all our cureent 1883 clients as well. Currently we have been made aware of 2 new negative reviews in regards to specific areas your current vendor is servicing. We have walked the entire facility and see every single area needing immediate attention, and have documented all those on the scope sheet as well as walked and showed them to you today as well. We know based on the comprehensive approach of Honeywell and Saint Luke's exactly what your facility needs, and Time is of the essence to correct these issues and get this place back on track. Unfortunately your current vendor is not meeting the required needs of this facility and Lazona would be a much better fit moving forward. Please let us know anything your current vendor does that you would like us to continue and we will ensure to get them added into our SOP's as well.
Feedback:
The response acknowledges the existing relationship with the current vendor, which is a good start. However, it comes across as somewhat confrontational by highlighting negative reviews without providing a constructive comparison of your service's benefits. Instead of focusing on the deficiencies of the current vendor, emphasize the unique advantages of your solution and how it can enhance their operations. Additionally, while mentioning specific examples could be effective, clarity and professionalism should be prioritized over implying that the current vendor is inadequate. Lastly, inviting the prospect to share what they value about their current vendor could foster a more collaborative dialogue.
4.
5
/ 10Question:
"Our compliance standards are strict; how does your service align with industry regulations?"
Answer:
That's perfect! We find it easiest to work with the facilites who uphold standards above all. Our main goal is to ensure your valued clients have the best client experience possible, and keep your facilites crisp, clean and sanitized. We have a strict inspection process we follow on every site, but since every clients needs are different it is truly tailored to you. We immediately make you aware of our reccomendations and are open to any questions, suggestions and changes that you may need/want to make. Once we finalize process, we ensure all team is up to speed and we begin the seamless process of restoration. Should we see anything that goes against any of the standards set forth we take care of it with transparency and integrity with the facilites greater needs always in mind.
Feedback:
While it's good that you express alignment with compliance standards, the response lacks specific details on how your service meets those regulations. Mentioning your strict inspection process is a positive start, but you should provide examples of compliance measures you implement, such as certifications, training programs, or adherence to specific industry guidelines. Additionally, clarify how you regularly assess and ensure compliance during the restoration process. This would strengthen your response by showcasing your commitment to their standards and addressing their concern directly. Overall, aim to balance your message with more concrete information while maintaining an open and collaborative tone.
5.
5
/ 10Question:
"I'm worried about the potential disruption to our operations during the restoration process—what's your plan to minimize that?"
Answer:
This is a valid concern, I would be happy to discuss this with you. Firsty we get with the operations management and figure out where vacancies lie, and what the coming week hold so we can fit into your current schedule. Once we have a set outline we share it with everyone neccrsarry and begin work seamlessly at the designated time. Shall an issue arise that stalls timelines as things do happen, all parties are notified immediately and even halted if necessary to minimize any restrictions to your operations. Letting these current issues go longer will only result in longer down times in the future.
Feedback:
The response acknowledges the concern about operational disruption, which is a positive start. However, it could be improved by providing more specific strategies for minimizing disruption, such as examples of past projects where you successfully integrated your work into a client's schedule. Clarifying how you proactively communicate with all stakeholders before and during the process would enhance your approach. Additionally, mentioning any technology or tools used for scheduling and updates would add credibility. Overall, while the intent to collaborate is clear, the response lacks depth and concrete examples that would reassure the prospect.
Consider refining your answer to be more solution-focused and detailed, providing a clearer picture of how you mitigate disruptions during restoration work.
6.
7
/ 10Question:
"Can you provide documentation that proves the long-term value of your service in previous projects?"
Answer:
Absolutely! We have all the specs and documentation directly from the manufacture for all our nano coatings. We also have a wide array of testimonials across all our social media sites and website for you to read through. All of our services do come with a written limited warranty that is gone over in detail with you post application. We hold a certification stone and tile specific with the Institute of Inspection Cleaning and Restoration as well as belong to the largest Tile and Stone Coalition in the world, Sureshine Service Network. We also offer free demos for you to see in action for as long as you need to decide. Did you have any other questions in regard to this matter? Would you like us to furnish you with a couple similar facility managers you can speak with?
Feedback:
The response effectively addresses the request for documentation by mentioning specific sources of proof, such as specifications from the manufacturer, testimonials, and warranties. However, it could be further strengthened by including specific metrics or case studies demonstrating the long-term value of your services, rather than just references to documents. The mention of certifications adds credibility, but it would be beneficial to highlight how these certifications translate into value for the client. Additionally, while you invite further questions, consider explicitly stating how these documents can alleviate the prospect's concerns about investment risks. This would make the response more solution-oriented and engaging.
7.
8
/ 10Question:
"With the current economic climate, how can we ensure that this investment isn’t a risk?"
Answer:
Great question! Given the current economic climate it's crucial more than ever to reduce cost inside your facility. Our service is specifically designed to reduce costs immediately in the form of labor and material use. This occurs due to the fact your current staff is spending so much time trying to restore with limited knowledge, resources and products. Immediately we relieve this stressor, ensure they are trained on maintaining and equipped and then they can spend much less time on these low level yet money sucking tasks and focus on other more pressing matters getting backlogged. We also enhance the guest experience which has been proven in similar settings to promote positive reviews, more word of mouth spreading and higher retention rates in general. We also greatly reduce the risk of more serious issues with the surfaces being worked on down the road which would be much more costly. As well as adding years more life onto what you currently have saving you from costly renovations sooner, possibly in an off year fiscally.
Feedback:
The response effectively addresses the concern about investment risk by emphasizing cost reduction and efficiency, which is particularly relevant in a fluctuating economy. Highlighting how your service alleviates strain on the current staff and allows them to focus on higher-priority tasks is a strong point. Additionally, mentioning improved guest experiences and the long-term benefits of your service adds depth to your argument. However, while the response outlines various benefits, incorporating specific metrics or past case studies demonstrating quantifiable cost savings or improved operational efficiency would further strengthen your position. Overall, the tone is appropriate, and the message is clear, but a bit more concrete evidence could enhance the trust factor.
8.
6
/ 10Question:
"I've received feedback from some stakeholders about their preference for other solutions; how do you plan to address this?"
Answer:
Great question! Let your stakeholders rest assured we are industry experts and not many others are held to the level we are with the Institute of Inspection Cleaning and Restoration, Sureshine, MB Stone and Marble Institute. Should another approach be visited based on findings during our expert consultation of your facility it could result in negative end results not conclusive with the needs you mentioned during our walk through. This is based on almost a decade of facility maintenance and preservation with Honeywell, Saint Luke's, Respa and other similar facilites within your current industry. Facilites that have tried other approaches to no avail, costing them more money and even worse valuable time they can never get back. Not to mention stress to the staff and guests, an absolute unacceptable option for us here at Lazona. Given the numerous case studies and Testimonials sent over we hope you can immediately see the beneifts and differences and find the clarity you seek in regards to the preservation of your facility.
Feedback:
The response begins positively by establishing authority and expertise, which is a strong approach. However, it lacks a direct acknowledgment of the stakeholders' feedback, which is crucial for effective objection handling. Instead of merely asserting expertise, consider directly addressing their preferences and concerns, asking for specifics on what aspects they prefer about other solutions. This would demonstrate active listening and a willingness to collaborate. Additionally, while mentioning past experiences and case studies is valuable, it would benefit from clearer connections to the specific needs of the prospect's facility. Overall, the tone is somewhat defensive; aim for a more open and engaging dialogue that invites further discussion on stakeholder concerns.
9.
7
/ 10Question:
"What kind of support can we expect post-implementation? Will your team be available to address any issues that arise?"
Answer:
Yes 100%. Every single detail from what to use, how often, re ordering, and all other factors are documented and given to all staff, as well as gone over with the respected parties. We have a concierge app that allows you to go in and see all these documents, as well as upload photos, make service requests, order products, and request emergency immediate services. We are here to serve you 24/7.
Feedback:
The response effectively covers the post-implementation support by highlighting the availability of documentation and the use of a concierge app, which is a modern and convenient approach. However, it could be improved by elaborating on the specific types of support your team will provide, including response times for issues, how issues will be prioritized, and examples of common problems that might arise and how they will be handled. Additionally, to enhance your engagement, consider inviting the prospect to share any specific concerns or needs they have regarding post-implementation support. This would foster a more interactive dialogue and demonstrate your willingness to collaborate closely with them. Overall, the tone is positive and reassuring, but more detail and personalization could strengthen the response.
10.
5
/ 10Question:
"Given the seasonal factors affecting our industry, how do you propose we schedule this project effectively?"
Answer:
This is a great question. Immediately we get together with your ops manager to see the year in one view. At this point we will have a clear understanding of where we need to be and will work out the details with the team. Progress is uploaded into the portal daily for everyone to view and you never really even know we are there except the stunning results left behind.
Feedback:
The response begins positively by acknowledging the question, which is a good start. However, it lacks specific details on how you will adjust the scheduling based on seasonal factors, which are crucial in the tile and stone restoration industry. Offering a more proactive approach, such as suggesting key times for scheduling or providing examples of past seasonal scheduling successes, would enhance credibility. The mention of daily progress updates is valuable, but further elaboration on how you coordinate with the operations manager and any tools or methodologies you use to manage seasonal challenges would strengthen your answer. Overall, the response could benefit from more concrete strategies and examples to effectively address the scheduling concern.