Flooring
Sales Assessment Results
54
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's get real - your performance is sitting at a lukewarm 5.4, and that’s not going to cut it if you want to thrive in sales. You’ve shown some promise, especially when you addressed installation timelines and warranties, but you’re holding back on deeper engagement and curiosity that really connects with prospects. Your strongest techniques seem to lie in a basic understanding of objections, but there’s a consistent pattern of being too generic and lacking the depth that engages customers. It’s like you’re skimming the surface instead of diving deep.
You need to explore techniques like Consultative Selling and Solution Selling. These will help you ask better questions and uncover what your prospects truly value. Dive into these methods and practice them until they become second nature. Remember, the goal is to build relationships and provide tailored solutions that resonate with your customers.
Here’s your coaching moment: Think of every conversation as an opportunity to genuinely understand your customer’s world. Engage with them, ask questions that matter, and provide insights that make them feel confident in their decisions. When you move beyond the basics and start truly connecting, that’s when the magic happens. You’ve got this, but it’s time to step it up!
Question Breakdown
1.
4
/ 10Question:
"I'm worried about how these flooring options will fit with my existing furniture and decor."
Answer:
Your flooring will compliment your home & either coordinate or contrast with your furniture.
Feedback:
While you addressed the concern about how the flooring will fit with existing furniture and decor, the response lacks depth and engagement. A more effective approach could involve asking the prospect about their current decor style or specific furniture pieces. This would demonstrate active listening and curiosity, allowing for a tailored suggestion that adds value. Additionally, employing a solution-focused approach by offering examples of how different flooring options can enhance the overall aesthetic would create a stronger connection. Overall, the response feels a bit too generic and doesn't inspire confidence or excitement.
Score: 4
2.
5
/ 10Question:
"Are the monthly payments really affordable, or could I end up stretching my budget too thin?"
Answer:
Yes, we offer up to 48 months 0% interest
Feedback:
The response provided addresses the objection regarding affordability by highlighting the 0% interest offer, which is a good start. However, it lacks depth and doesn't fully engage with the prospect's concerns about stretching their budget. A more effective response should include a follow-up question to gauge their budget comfort, such as, "What range do you feel comfortable with for monthly payments?" This would demonstrate active listening and curiosity about their specific situation. Additionally, it would be beneficial to explore the value of investing in quality flooring and how it can save money in the long run. Overall, while the answer provides some useful information, it needs to engage more deeply with the customer's concerns and showcase a solution-focused approach.
Score: 5
3.
6
/ 10Question:
"I’ve had bad experiences with flooring installations in the past; how do I know this will be different?"
Answer:
Our team does install services by the national wood flooring association standards. We also make sure your requests are heard & answered prior to starting your project
Feedback:
The response addresses the concern about past bad experiences by mentioning adherence to national standards, which suggests a commitment to quality. However, it lacks depth in addressing the emotional aspect of the objection. It could benefit from asking a clarifying question about the specific past issues the prospect faced to demonstrate active listening and curiosity. Additionally, it would be more effective if it included a closing technique to reassure the prospect and encourage them to move forward. Overall, while the response is somewhat effective, it could be improved with more engagement and a stronger focus on solutions.
Score: 6
4.
7
/ 10Question:
"This all sounds great, but I need to know how long it will really take to get everything installed."
Answer:
On average a project like your takes 1-2 days depending on the condition of the subfloor or concrete surface we are working with
Feedback:
The salesperson's response effectively addresses the concern by providing a clear time frame for installation, which is important for managing customer expectations. However, the response could benefit from a more detailed explanation regarding factors that could influence the time frame, such as specific conditions of the site or any potential delays. Additionally, it would be helpful to offer an opportunity for further discussion or questions to ensure the customer feels heard and understood. Overall, the communication is clear, but it lacks a bit of depth and a collaborative approach to fully engage the prospect. Consider adding a follow-up question to explore any specific concerns they might have about the installation process.
5.
6
/ 10Question:
"I’ve seen some competing products online that seem cheaper; why should I go with yours?"
Answer:
There’s always a cheaper product for every market, but I you mentioned quality, warranty, & maintenance as you determining factor for selecting your new floors. Ours meets your preferred standards
Feedback:
The response acknowledges the objection about price and attempts to steer the conversation towards quality, warranty, and maintenance, which are important factors in the flooring industry. However, it could be improved by using a more structured approach, such as highlighting specific benefits or features of your product compared to competitors. Additionally, asking a follow-up question could help engage the customer further and clarify their priorities. The tone is appropriate, but there's a small typo that could affect professionalism ('I' instead of 'if'). Overall, this response is on the right track but lacks depth and engagement.
Consider including a closing technique to encourage dialogue about how your product aligns with their needs, making it clear that the value justifies the cost.
6.
6
/ 10Question:
"What happens if the flooring doesn’t hold up over time? Will I have support if something goes wrong?"
Answer:
Of course. Call us first, because we have a written installation warranty. Along with the manufacturers warranty. If for some reason you can’t reach us, we have provided the manufacturer warranty and phone number to assist you further
Feedback:
The response addresses the objection regarding support and warranties effectively by mentioning both the installation and manufacturer warranties. However, it could benefit from a more engaging tone and a deeper exploration of the prospect's concerns. Asking a follow-up question like, "What specific concerns do you have about the flooring's durability?" could demonstrate curiosity and active listening. Additionally, a closing technique could have been employed to reassure the prospect of your commitment to their satisfaction. Overall, the response was clear but lacked warmth and a collaborative approach.
7.
5
/ 10Question:
"With everything else going on, I just need to think this over before making a decision."
Answer:
That’s understandable. Could I check back with you next Monday to see if there are further questions regarding your decision?
Feedback:
The response acknowledges the prospect's need for time, which is good active listening. However, it lacks a deeper engagement or value exploration that might help overcome the objection. Instead of just suggesting a follow-up, asking open-ended questions about their concerns could have provided more insight and demonstrated a solution-focused approach. For example, exploring the implications of delaying the decision or the value of making the purchase sooner would be beneficial. The tone is polite, but it could be more assertive to reinforce the importance of the decision. Overall, the follow-up suggestion could be better tailored to the customer's needs and context.
8.
5
/ 10Question:
"I’m not sure if I should invest in new flooring now when my lifestyle might change in the next few months."
Answer:
The flooring you have selected works for multiple lifestyle types, including aging in place
Feedback:
Your response touches on the versatility of the flooring, which is a good start, but it lacks depth in addressing the prospect's concerns about investing given potential lifestyle changes. Instead of just stating the flooring's adaptability, consider exploring their specific concerns further. Ask questions to understand their situation better, and perhaps share a story or example of how others have benefited from investing in flooring despite uncertainty. This would demonstrate active listening and a solution-focused approach. Overall, it's a decent response but could use more engagement and curiosity.
9.
5
/ 10Question:
"Can you guarantee that the installation process won’t disrupt my daily life too much?"
Answer:
Yes we can, as our teams have a project manager to help insure our installers are ready and working towards completing your project in a timely manner and non disruptive fashion.
Feedback:
The response addresses the concern about disruption during the installation process by mentioning the presence of a project manager, which is a good start. However, it lacks depth and could benefit from more detail on how the project manager ensures minimal disruption. For example, discussing specific strategies or scheduling practices that accommodate the customer's daily life would enhance the response. Additionally, the tone could be warmer to build rapport and show understanding of the prospect's concerns. Overall, the closing technique is missing, as there’s no prompt to move the conversation forward or invite further questions. This response shows some active listening but could be more solution-focused and engaging.
Score: 5/10
10.
5
/ 10Question:
"I’ve heard some negative reviews about your company; what can you tell me to ease my concerns?"
Answer:
We certainly don’t have a 100% 5 star rating as things can happen on projects unexpectedly. But we strive to make each situation right as best possible for every one of our clients
Feedback:
The response acknowledges the objection about negative reviews but lacks depth in addressing the customer's concerns. It could benefit from a more proactive approach, such as sharing specific examples of how the company has resolved issues or improved based on feedback. Furthermore, it could explore the implications of those reviews on the potential customer's decision and reinforce the value the company offers. A clearer closing technique could also encourage the customer to discuss further or ask more questions. Overall, the tone is appropriate, but there's room for improvement in solution focus and value exploration.