Credit Card Processing
Sales Assessment Results by Keith Crawford
52
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let’s get real. Your average score of 5.2 shows that you’re treading water but not making waves. You’ve got some solid instincts, especially when you acknowledge customer concerns, but there’s a noticeable lack of depth and engagement in your responses. You’re playing it safe, and while that’s commendable to a degree, it’s not going to get you the sales you want.
Your strongest techniques seem to revolve around recognizing customer issues, but you keep missing opportunities to dive deeper. You need to ask more probing questions and demonstrate genuine curiosity about their unique situations. Instead of just stating facts, frame your responses to connect with their needs and show how your solutions can truly benefit them. This is where you’re falling short.
To elevate your game, I suggest you focus on honing your consultative selling and objection handling techniques. These will help you engage clients more effectively and turn concerns into conversations. You need to practice crafting structured value propositions that resonate with prospects and provide clarity.
Here’s your coaching moment: remember that sales is not just about what you say but how you say it. Transform your responses from mere information delivery to engaging dialogues. Make it about them, not you. When you shift from a transactional mindset to a collaborative one, you’ll not only win more deals but build lasting relationships. Get out there and start connecting!
Question Breakdown
1.
4
/ 10Question:
"I’m worried about the monthly fees and how they’ll fit into my budget."
Answer:
I understand your concern, but first off I would like to put together a proposal. That way we can see what you're currently paying and then see where you would be with us. That way you know how much we can save you and then you can decide which program is going to be the best fit for you and your business.
Feedback:
Your response acknowledges the prospect's concern, which is a positive start. However, it lacks depth in addressing the specific worry about monthly fees. Instead of immediately suggesting a proposal, consider asking more probing questions to understand their budget constraints better. This shows curiosity and active listening. Additionally, framing the proposal in a way that highlights the value and potential savings could strengthen your position. Overall, it felt a bit generic and could benefit from more engagement and exploration of the prospect's needs.
2.
5
/ 10Question:
"What if the onboarding process takes too long and disrupts my operations?"
Answer:
I can promise you I will do everything in my power and take care of everything from start to finish. I will work with you to get in here when you are closed and that way everything is set up and ready to go by the time you open
Feedback:
Your response attempts to alleviate the customer's concern about disruption during onboarding, which is a good start. However, it could be more effective if you also acknowledged the importance of a smooth transition for their operations. Consider providing a brief overview of the typical timeline for onboarding and emphasizing how you can tailor the process to minimize any potential disruptions. Asking the prospect about their specific operational needs or concerns during onboarding would demonstrate curiosity, active listening, and a collaborative approach. Overall, while you show commitment, your answer lacks depth and a structured value proposition regarding the onboarding process.
3.
5
/ 10Question:
"Can you guarantee that your processing rates won’t increase after I sign up?"
Answer:
At busy pay we have never raised a rate on anybody but if you decide to go with the traditional program your rates will change twice a year because of interchange rates.
Feedback:
Your response provides some valuable information about your company's history of not raising rates, which is positive. However, it could be more effective if you fully addressed the prospect's request for a guarantee rather than just explaining past practices. Consider acknowledging that while you can't guarantee future rates due to external factors like interchange fees, you can explain how you provide transparency and communicate any changes in advance. This would reassure the prospect that they won't be caught off guard. Additionally, asking the prospect about their specific concerns related to rate changes could demonstrate curiosity and enhance trust. Overall, the response feels slightly defensive and could benefit from a more proactive and reassuring tone.
4.
5
/ 10Question:
"I’m concerned about the security of my customers' data; how do you handle that?"
Answer:
Because we will make sure and help you become PCI compliant the privacy of your customer's data will be protected from PCI apply and we do not sell or give away any of yours or your customers information
Feedback:
Your response addresses the prospect's concern about data security by mentioning PCI compliance, which is a key factor in the credit card processing industry. However, the explanation lacks clarity and fluency. It's important to communicate in a way that is easy to understand. Instead of using phrases like "protected from PCI apply," provide a clear explanation of what PCI compliance entails and how it directly impacts their data security. Additionally, consider reinforcing trust by highlighting any certifications or security measures your company has in place, such as encryption technology or regular security audits. Asking the prospect if they have specific security concerns or experiences with data breaches could also foster a more collaborative discussion and demonstrate active listening.
5.
4
/ 10Question:
"What happens if my business grows rapidly—will the system support those changes?"
Answer:
Yes we have 100% in office Live customer support and you will also have me by your side to help you along the way
Feedback:
Your response touches on the availability of live customer support, which is a positive aspect. However, it does not directly address the prospect's concern regarding the system's ability to adapt to rapid business growth. To strengthen your answer, consider elaborating on how your system is designed to scale as their business grows, such as specific features that can accommodate increased transaction volume or support additional locations. Additionally, asking the prospect about their expected growth or specific requirements during rapid expansion would demonstrate curiosity and active listening. Overall, while you emphasize support, the response lacks depth in addressing the scalability of the system itself.
6.
5
/ 10Question:
"I’ve had bad experiences before; how can I be sure this won't be another failure?"
Answer:
To gain success there has to be failures and I can't promise you that there won't be little hiccups potentially along the way but with our customer service and support in-house and having me as your account manager I can promise you that we will minimize any issues that you have and answer any questions that come up as quickly as possible
Feedback:
Your response acknowledges the prospect's past experiences, which is a good step. However, it could be more effective if you framed it positively, emphasizing how your company learns from failures and focuses on customer satisfaction. Instead of highlighting potential hiccups, consider detailing specific measures in place to ensure a smooth experience, such as a dedicated onboarding process or proactive check-ins. This would help build trust and create confidence in your service. Additionally, posing questions about their previous experiences and specific concerns could demonstrate curiosity and encourage a more dialogic approach, enhancing rapport. Overall, while you mention support, the response could benefit from a more reassuring and solution-focused tone.
7.
6
/ 10Question:
"I need to know if your service can integrate with my existing software seamlessly; can you prove that?"
Answer:
I will check our CRM right now and look at the software you are using to make sure that it can be integrated and then I will reach out to our support team and have them provide me with the information so I can show you that way you feel comfortable knowing that we can integrate 100%
Feedback:
Your response demonstrates a proactive approach by stating that you will check CRM and consult the support team, which is a positive aspect. However, it lacks a direct engagement with the prospect's concern about seamless integration. Instead of just stating what you will do, consider explaining how your service has successfully integrated with similar software in the past, which would provide concrete evidence of capability. Also, it would be beneficial to ask the prospect about their specific software and integration concerns to show curiosity and ensure that you're addressing their unique needs. Overall, while you show initiative, the response would be stronger with more information and direct engagement.
8.
6
/ 10Question:
"How do you handle customer support if something goes wrong, especially during peak hours?"
Answer:
We have 24/7 Live customer support hold times typically less than 30 seconds and if you call in and hang up because you got busy we are going to see an abandoned call and will call you back along with that you will also have my contact information and you can call text or email me
Feedback:
Your response effectively highlights the availability of 24/7 live customer support, which addresses the prospect's concern about assistance during peak hours. However, it could be improved by emphasizing how this support translates into a better overall experience for the customer. Instead of just listing features, consider explaining how quick response times and proactive follow-ups can minimize disruptions to their business operations. Additionally, asking the prospect about their specific concerns during peak hours could demonstrate curiosity and enhance engagement. Overall, while your answer shows commitment to support, it could benefit from a more solution-focused approach that illustrates the value of your service in critical situations.
9.
6
/ 10Question:
"I’m interested, but what’s the long-term value compared to my current provider?"
Answer:
We are a local company supporting local businesses. You have a personal account manager and myself and we do free equipment no long-term contracts no early termination penalties. We have also never raised our rates on anybody and I can give you over 200 of my personal merchants that you can reach out to to verify the customer service that we provide as a company and mine personally
Feedback:
Your response highlights several important selling points, such as local support, personalized account management, and competitive advantages like free equipment and no long-term contracts. However, it could be more effective if you explicitly connected these points to the long-term value for the prospect. For instance, explain how having a personal account manager can lead to tailored service and quicker problem resolution over time. Additionally, sharing concrete examples or metrics that demonstrate cost savings, customer satisfaction, or business growth achieved by other clients would strengthen your argument. Lastly, consider asking the prospect what specific aspects of long-term value are most important to them, which would show curiosity and promote a collaborative discussion.
10.
6
/ 10Question:
"Can you explain how your solution stands out in a market with so many options?"
Answer:
We've already gone over the proposal process and I've shown you how much we can save you and we do not charge an annual fee there is no PCI compliance fee we do free equipment no contracts and with us if things ever change for you and your business you can contact me I will come sit down with you and work through the process and get you either new equipment or adjust the program that you're on to make sure it fits best still with your business
Feedback:
Your response lists key differentiators such as no annual fees, free equipment, and personalized service, which are relevant and valuable points. However, it could be more effective if you summarized these benefits in a clearer way that explicitly showcases the unique value your service brings compared to competitors. For instance, you might want to elaborate on how these offerings not only save money but also enhance customer experience and satisfaction over time. Additionally, engaging the prospect by asking what specific features or services are most important to them could demonstrate curiosity and open the door for a more collaborative discussion. Overall, while your answer includes several selling points, it lacks a structured narrative that effectively communicates why your solution stands out in the crowded market.