Auto Glass
Sales Assessment Results
46
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let’s cut to the chase: your average score of 4.6 is a wake-up call. You’re clearly capable of addressing objections, as shown in your responses highlighting warranties and urgency, but you’re missing the mark on engagement and empathy. Your strongest techniques lie in addressing objections and showcasing value, but you often fall short on depth and curiosity. You tend to provide straightforward answers without digging into the customer's unique needs or concerns, which makes your responses feel dismissive.
You need to amp up your consultative selling skills. Start asking more probing questions to show you care about the customer’s specific situation. Dive deeper into their pain points instead of skimming the surface. Additionally, focus on solution-focused selling to convey not just features but the real benefits your offerings provide.
Remember, the customer wants to feel heard and valued. Don’t let them walk away feeling like just another transaction. Your coaching moment? Sales isn’t just about what you know; it’s about how you make the customer feel. Turn that focus inward and elevate your game from average to exceptional.
Question Breakdown
1.
4
/ 10Question:
"I'm concerned about the cost; are there any hidden fees I should know about?"
Answer:
No, we are an honest company and the price we quoted you is the complete total including tax
Feedback:
While the response addresses the concern about hidden fees, it lacks depth and engagement. It could benefit from a more empathetic tone and a follow-up question to explore the prospect's budget and needs further. Adding assurance about the value of the service and how it meets their needs could strengthen the response. Consider offering a breakdown of costs to enhance transparency and build trust. Overall, it feels a bit dismissive and could do more to reassure the customer about the value they are getting for the price.
2.
6
/ 10Question:
"I’ve heard mixed reviews about your service; can you clarify your company’s reputation in our area?"
Answer:
Absolutely, we have been in business for 21 years and we offer a lifetime warranty as long as you own the vehicle. You can also go to our google reviews and they pretty much speak for themselves. What separates us from the larger corporate companies is that you will speak directly to the own here where with a large corporation the owner is never available to their customers
Feedback:
Your response provides some valuable information about your experience and warranty, which is a good start. However, you missed an opportunity to address the customer's specific concerns about mixed reviews. Instead of just directing them to Google reviews, consider asking what specific feedback they've heard so you can address those points directly. This shows active listening and a willingness to engage in a conversation. Also, emphasizing your personalized service is great, but it could be stronger if linked to how that has positively impacted customer satisfaction. Overall, you could improve your solution-focused approach and curiosity to make the customer feel heard and valued.
Score: 6
3.
5
/ 10Question:
"We have a tight budget right now; can you explain how your service can justify its cost?"
Answer:
We offer quality products with a lifetime warranty. With that being said, you can go for a cheaper glass that might save you $30 but it’s better to invest a few more dollars for a better brand
Feedback:
The response addresses the concern about budget by highlighting the value of quality and warranty; however, it lacks depth in justifying the cost effectively. It could have included specific examples of long-term savings or safety benefits to strengthen the case. Additionally, it missed out on engaging the prospect with questions to assess their specific needs and concerns. A more empathetic tone could help build rapport further. Overall, it communicates some value but doesn't fully explore the customer's perspective or needs.
4.
4
/ 10Question:
"I need to ensure that my team will be able to integrate your services with our existing systems; how flexible are you with that?"
Answer:
We are very flexible and will accommodate our customers
Feedback:
While your response shows an intention to be accommodating, it lacks specific details that would reassure the prospect about the integration process. It's important to elaborate on how you would facilitate this integration and what steps you take to ensure a smooth transition. Consider addressing the common concerns related to integration, such as technical support, timelines, and training for their team. Also, asking a follow-up question to discover more about their existing systems could demonstrate curiosity and a collaborative approach. Overall, you missed an opportunity to explore the prospect's specific needs and to show the value of your flexibility in a tangible way.
5.
3
/ 10Question:
"What's the turnaround time for installation? We can’t afford delays on this project."
Answer:
One day
Feedback:
The response is very brief and lacks detail. While it's good to provide a straightforward answer, it doesn't address the customer's concerns about potential delays sufficiently. A more effective response would include reassurance about the reliability of the service and possibly an invitation for further discussion on scheduling or the importance of timely service in their project. No closing technique or value exploration is visible. Overall, it misses an opportunity to build rapport and engage the prospect more thoroughly.
6.
3
/ 10Question:
"I’m currently in a contract with another vendor; how can your service offer better value?"
Answer:
We have the availability to purchase better products that are thicker and more durable.
Feedback:
The response touches on a specific feature (thicker and more durable products), but it lacks depth in addressing the objection. It doesn't explore the value proposition beyond just mentioning product quality, nor does it ask any follow-up questions to better understand the prospect's current contract or needs. A more effective answer would include a comparison of overall service, pricing, or additional benefits, and potentially use a consultative approach to engage the prospect further. It missed an opportunity for curiosity and discovery by not asking for more details about the current vendor and what the prospect values most. Overall, it lacks the persuasive power needed to effectively counter the objection.
7.
7
/ 10Question:
"What kind of post-installation support do you provide? I need to ensure we won't be left hanging afterwards."
Answer:
We offer a lifetime warranty on all of our products and service
Feedback:
The response addresses the objection directly by highlighting the lifetime warranty, which provides reassurance to the customer regarding post-installation support. However, it could be improved by expanding on what the warranty covers and how the support process works. This would demonstrate a deeper understanding of customer concerns and show a solution-focused approach. Additionally, asking a follow-up question about the specific needs of the customer could enhance the conversation. Overall, the communication is clear and appropriate for the industry, but it lacks a bit of depth and engagement.
Score: 7
8.
7
/ 10Question:
"I’m not convinced this is an urgent need; what makes your service a priority for us right now?"
Answer:
We install semi trucks and they need to be back on the road asap. We can offer that same day or the following day which is beneficial to them since time is money
Feedback:
The response effectively addresses the urgency by linking the service to the operational needs of semi trucks, emphasizing the importance of getting them back on the road quickly. However, it could improve by incorporating a more personalized touch, perhaps by asking a clarifying question to better understand the prospect's specific needs or priorities. The tone is appropriate for the industry, but it could benefit from a stronger closing technique to reinforce the urgency and importance of the service. A collaborative approach could enhance rapport and encourage further discussion. Overall, it's a solid response but has room for improvement in engagement and closing techniques.
9.
2
/ 10Question:
"Can you provide examples of how you've helped similar businesses in our industry?"
Answer:
I have coached people and helped them start their own companies and told them what to do and not what to do.
Feedback:
The response is vague and lacks specific examples relevant to the auto glass industry. It doesn't effectively address the prospect's request for concrete examples or demonstrate any understanding of their unique needs. It also misses an opportunity for curiosity and discovery by not asking follow-up questions to engage the prospect further. Overall, the tone is somewhat dismissive and does not build rapport. A more tailored approach with specific success stories would have been more effective.
10.
5
/ 10Question:
"What if we face issues after the installation? How do you handle warranty claims?"
Answer:
It’s a lifetime warranty that covers manufacturer defects, stress cracks, or leaks.
Feedback:
The response does address the objection by mentioning the lifetime warranty, which is a positive point. However, it lacks depth in addressing the prospect's concern about potential issues after installation. It would be beneficial to outline the process for handling warranty claims, including how quickly the company responds to claims and any support provided during that process. Additionally, incorporating a more empathetic tone to acknowledge the customer's concerns could enhance the trust factor. Overall, while the response provides some information, it could benefit from a more detailed, solution-focused approach and a clearer closing technique.
Score: 5/10