Residential Doors and Windows
Sales Assessment Results
66
Developing Closer
10 questions
Maximum score: 100
Completed in
You’ve got some solid instincts, especially when it comes to empathy and understanding your prospects' concerns. That’s a key strength that many salespeople overlook. Your ability to acknowledge issues and offer reassurance is a great foundation. However, the overall communication often lacks the clarity and conciseness that we need to keep prospects engaged. Too much information can overwhelm them! You need to streamline your responses and focus on the most compelling points first.
I noticed a pattern where you start strong but then drift into lengthy explanations that dilute your message. This is particularly evident when discussing potential savings or addressing objections. Instead of overwhelming prospects with details, try breaking down your responses into bite-sized, impactful points that lead to a clear call to action.
Moving forward, I suggest diving deeper into the SNAP Selling technique. Practicing how to keep your selling process Simple and Aligned with what the prospect values will sharpen your approach. Additionally, mastering the AIDA model can help you craft compelling narratives that guide prospects through the buying process more effectively.
Remember, the goal is to make it easy for your prospects to say yes. So, think of each interaction not just as a conversation but as a dance where clarity and rhythm lead the way. Keep it tight, keep it focused, and always lead them to the next step with confidence!
Question Breakdown
1.
4
/ 10Question:
"I'm just not sure if this is within my budget right now, especially with other projects on my plate."
Answer:
If you don't mind me asking, what other projects are you planning in the near future? If you'd care to share, how much did you have in mind in regards to your window and door project. We carry several lines of windows and doors, perhaps I'll have an option that would allow you to move forward now with this project and you'll still be able to do the other projects. Replacing your windows and doors will save you money in the long run and it's something you should only need to do once in your home. I will add if your other projects include changes to the interior or exterior of your home, it would make sense to replace your windows and doors before. If you are considering replacing your A/C unit, they will do calculations for the new unit based on your existing window ratings. It's possible that once you replace your windows and doors, you will not need such a large A/C unit due to having high performing windows and doors.
Feedback:
The response begins well by asking about other projects, which shows curiosity and a desire to understand the prospect's situation. However, the follow-up questions could be streamlined for clarity and focus on budget. While you mention potential savings and long-term value, the explanation becomes a bit convoluted and could overwhelm the prospect instead of addressing their immediate concern. The closing could be stronger by summarizing specific benefits before asking for a commitment. Overall, while there are positive elements, the communication lacks conciseness and clarity, which is crucial in sales conversations.
2.
6
/ 10Question:
"I'm worried about how long it will take to install these windows – we have a tight schedule."
Answer:
Our current lead times are 4-6 weeks to receive the windows. I still like to add an additional 1-2 weeks just in case there are any delays in shipping. Our installation schedule would allow us to start your project as soon as they come in. Our installation teams are in house, we do not use any subcontractors. They install windows and doors every day and are efficient at what they do. It typically takes us 2-5 days to depending on the quantity of windows. It is rare for us to have call backs so once we walk away, you can rest assured this project will be 100% complete.
Feedback:
The response effectively addresses the objection by providing specific timelines for both the lead time and installation process. However, it could be enhanced by acknowledging the prospect's concern more empathetically at the beginning, perhaps by recognizing the importance of their tight schedule. While the details about the efficiency of the in-house team are useful, they could be delivered more succinctly to maintain the prospect's interest. Additionally, a closing statement that reassures the prospect of the quality and timeliness of the service, or an invitation to discuss further options, would strengthen this response. Overall, while informative, the delivery could benefit from a more conversational tone that emphasizes understanding and collaboration.
3.
7
/ 10Question:
"I've had a bad experience with a previous installation, and I'm hesitant to go down that road again."
Answer:
I understand, there is nothing worse than having a bad experience with a construction project and then find yourself in a position where you have to do the same or similar project again. You can rest assured that our company has been in business for 26 years. Our install teams have been with us several years and this is what they do every single day. You'll always be able to find someone that says they can install windows and doors but it truly is an art. Our guys our industry certified and have loads of knowledge and experience. We have a field supervisor that will constantly check on the guys during the install. I will also stop by during the installation to check in with you and them to make sure everything is going smoothly. If at any point in the process you have questions or concerns you can reach out to me personally and I will sure those items are addressed quickly.
Feedback:
The response begins with empathy, acknowledging the prospect's past negative experience, which is a good start. You effectively reassure the customer by highlighting the company's longevity and the expertise of the installation team. However, the response tends to be a bit lengthy and could benefit from more conciseness. It would help to emphasize the unique aspects of your service that differentiate you from competitors, such as the presence of a field supervisor and your personal involvement. Consider also inviting the prospect to discuss any specific concerns they may have or share their previous experience in detail, which could foster a more collaborative dialogue. Overall, while your approach builds trust and confidence, streamlining the response and focusing more on the prospect's specific concerns could enhance its effectiveness.
4.
8
/ 10Question:
"I'm concerned about how these doors will fit with my home's current aesthetic; it’s important to me."
Answer:
We definitely want to maintain the architectural integrity of your home. I would be happy to show you some similar style homes and the doors they selected. We have several suppliers for doors, if you can dream it, they can build it. We also have an interior designer on staff that I could set you up with that could give you some peace of mind about your selection.
Feedback:
The response addresses the prospect's concern about aesthetic fit by acknowledging the importance of architectural integrity, which is a good start. Offering to show similar style homes and their door selections demonstrates an understanding of the prospect's needs and allows for visual comparison, which can be very persuasive. Mentioning the availability of an interior designer adds value and addresses the prospect's desire for reassurance in their selection process. However, the response could be more focused by emphasizing the benefits of working with the designer or showcasing examples of successful installations. Additionally, a closing statement inviting further questions or discussion could enhance engagement. Overall, the response is solid but could benefit from more direct connection to the prospect's specific concerns and a stronger call to action.
5.
7
/ 10Question:
"I’m not convinced I’ll see a significant difference in my energy bills with these new windows."
Answer:
Let me break it down like this, your windows and doors account for close to 30% of your homes energy loss. When you replace them with the latest and greatest energy efficient glass and frames, that alone can allow you to save up to 20% a month on your electric bill. I personally replaced my windows last year and after two months my electrical dropped by over 20%. There are other factors that go into these savings, the insulation in your home, your air conditioning unit, and your overall electrical footprint used. I had windows similar to what you have and I replaced them with the same windows I am quoting you. You are welcome to read some reviews on our website, we have several customers that acknowledge the energy savings. Once last point I haven't made yet is there are currently tax credits offered when you used Energy Star windows so you'll qualify for an additional savings when you do your taxes next year.
Feedback:
The response effectively addresses the prospect's concern by providing specific data about energy loss and potential savings, which is crucial for building credibility. Sharing a personal experience adds a relatable touch, demonstrating trustworthiness and real-world benefits. However, the response could be improved by breaking down the information into more digestible points, as it currently reads as a bit lengthy. While you mention important factors affecting energy savings, it would be beneficial to clarify how your product specifically addresses these concerns. Ending with an invitation for the prospect to ask questions or express further concerns could enhance engagement and make the conversation more collaborative. Overall, the response is informative but could benefit from more concise communication and a stronger closing to foster dialogue.
6.
8
/ 10Question:
"What if there’s a problem after installation? I need assurance for post-purchase support."
Answer:
I get it, things happen. We have partnered with companies that we know have quality products and if they do have a warranty issue, they will handle it without issue. We have worked with most of these companies for over 20 years. In the event of a warranty issue, they handle them quickly. Our installation warranty backs the manufacturers warranty. As long as the windows are still covered under the warranty, which is 20 years, we will handle the labor at no cost to you. So that means if a piece of glass has seal failure, there will be no charge to you for the replacement glass or the labor. If after we install the windows and doors, you determine something is wrong with the installation, we will get a crew out that day to address your concerns and fix them immediately. Does that make you feel better?
Feedback:
The response effectively addresses the prospect's concern by acknowledging potential problems and emphasizing the strong warranty and post-purchase support offered. Mentioning a 20-year warranty and the assurance that labor costs will be covered for warranty issues builds trust and confidence. However, the response is somewhat lengthy and could benefit from clearer organization. Consider breaking down the information into concise points for easier understanding. The closing question, "Does that make you feel better?" is a nice touch for engaging the prospect, but it could be rephrased to invite further discussion or questions about their specific concerns. Overall, while the content is reassuring, the delivery could be improved for better clarity and engagement.
7.
7
/ 10Question:
"I’m already committed to another vendor; I just don’t want to deal with switching now."
Answer:
What level of commitment do you have with the other vendor? Have you signed a contract and paid a deposit? Is there something that gives you a bad feeling about that commitment to the other vendor? It does sound like you have some remorse going with the other company, I would be happy to look at their terms and see if you are eligible to cancel your order with them and if so, I can advise you on how to do that. If you decide to switch, I will make it easy on you. I don't want you to regret your purchase down the road considering windows and doors are a 20+ year investment and you mentioned this is your last home. The inconvenience of switching will be worth it in my opinion vs. having issues with their product and installation. Let me know if you'd like me to review your commitment to them to see if we can make the switch as painless as possible.
Feedback:
The response effectively engages the prospect by asking insightful questions to understand their commitment to the other vendor. This approach demonstrates curiosity and a desire to explore the prospect's feelings about their current situation. However, the response could be more empathetic; it might help to validate their reluctance to switch before diving into the questions. While offering to review the other vendor's terms is proactive, clarifying the specific benefits of your own service compared to their current commitment could strengthen the argument for switching. Additionally, a more concise closing statement inviting the prospect to take the next step would enhance the call to action. Overall, this response is on the right track but could benefit from a more empathetic tone and clearer value proposition to ensure the prospect feels understood and supported.
8.
7
/ 10Question:
"I feel like I need more time to think this over – there are so many options to consider."
Answer:
I understand this a big investment and you should definitely take some time to review the estimates. I would be happy to review all of the options again with you if you'd like? I can also provide an email with comparisons to our products and the other companies you are considering. I know this project is something you're hoping to get started on before it gets hot and we're back in hurricane season. We have several customers that are taking advantage of placing orders now while the weather is cooler so our busy season in regards to installations is just around the corner. I will add that almost all manufacturers introduce price increases after the first of the year. It would be a good idea to your order locked in before the price increases roll out. Please feel free to call, text, or email me with questions while you're reviewing your quotes. I would also be happy to come sit with you again or you're welcome to visit our showroom again before placing your order so you can put your hands on the products you'll be purchasing.
Feedback:
The response starts well by acknowledging the prospect's need for time, which shows understanding and empathy. Offering to review options and provide comparisons is a good way to support the prospect's decision-making process. However, the message could be more concise; it contains some redundant information that may overwhelm the prospect. While mentioning the urgency of ordering before potential price increases is effective, it could be presented more succinctly to maintain focus. Additionally, a stronger closing that encourages immediate engagement or a specific next step, rather than a general invitation to contact, would enhance the effectiveness of the response. Overall, this response is supportive but could benefit from clearer organization and a more direct call to action.
9.
5
/ 10Question:
"How do I know these windows are truly durable? I’ve read mixed reviews online before."
Answer:
Isn't the internet great! We can find a plethora of information on literally every product that's currently for sale. I will say that you can find reviews on Rolex watches, Rolls Royce automobiles, or Andersen windows that aren't 5 stars. Although all of these companies strive for perfection, the reality is there are going to warranty or quality issues that pop up from time to time. Unfortunately, people are more like to go online and leave a bad review than a good one. Like I mentioned previously, we hand select the products we sell. We know the companies stand behind them. We also stand behind them. I would be happy to show you list of references, several are your neighbors. You mentioned that a friend referred you to me. I would like to believe you can trust your friend more than the random person on the internet that had a bad experience. In response to the durability of the product, these windows are tested and certified by national agencies to hold up in the toughest of hurricanes. If you drive up and down the beach, you'll see these windows being installed on several dozen homes. I can assure you that Andersen can be trusted as they have been around for over 120 years. Does that help give you a better warm and fuzzy feeling about the product?
Feedback:
The response begins with an interesting yet somewhat dismissive tone about online reviews, which could alienate the prospect rather than reassure them. While it's valuable to acknowledge that mixed reviews exist, emphasizing that negative experiences are often more vocal than positive ones could come off as defensive. It's effective to mention the product selection process and the longstanding reputation of Andersen, as this builds credibility. However, simply stating that your references are neighbors without delving deeper into their specific experiences may not be compelling enough. The reference to national testing and certification is strong, but it could be more impactful if framed in a way that directly answers the prospect's concerns about durability. Ending with a question that invites further dialogue is a good practice, but it could be more focused on addressing the prospect's feelings about their concerns rather than just offering reassurance. Overall, the response shows knowledge and potential value but could benefit from a more empathetic approach and clearer connection to the prospect's specific concern about durability.
10.
7
/ 10Question:
"This seems like a luxury purchase; can you help me understand the value I’d be getting?"
Answer:
I understand there are many options and the price tag may make this seem like a luxury purchase. In reality, your home desperately needs new windows. Your current windows are not energy efficient at all. Several panes of glass have failed causing them to be foggy and your beautiful view has been obscured. We discussed many options and you mentioned you didn't like the look of vinyl windows. You said they looked cheap. You also mentioned that you wanted wood interiors so you could stain them to match all of the other beautiful woodwork in your home. I believe I have sold you on the quality of our installation and our warranty which is leaps and bounds ahead of our competition. I am also quoting windows from the oldest window company in our country. They have pioneered so many aspects of the door and window business. This will be the last time you need to purchase windows for your home and they'll still be in great shape for the next homeowner. If you do decide to sell your home, the fact that you have Andersen windows will improve your listing immensely. You're purchasing windows manufactured by a 120 year old company and they're being installed by a 26 year old local company. I have been doing this for day in and day out for over 20 years. Hopefully I've been able to earn your trust and I can be your window guy you tell your friends about?
Feedback:
The response effectively starts by acknowledging the prospect's perception of windows as a luxury purchase, showing understanding of their viewpoint. By outlining the deficiencies of the current windows and their impact on energy efficiency and aesthetics, you create a sense of urgency and highlight the importance of the upgrade. The mention of the distinct wood interiors that align with the prospect’s preferences demonstrates attentiveness to their specific needs. However, the response may benefit from clearer structuring and prioritization of the key value points to enhance clarity. Rather than relying heavily on the history of the company, consider emphasizing concrete benefits, such as energy savings, improved comfort, and potential return on investment, in a more concise manner. The closing statement seeks to build rapport, which is positive, but it could be strengthened by including a more direct call to action, inviting the prospect to take the next step toward making a decision. Overall, the response captures some essential elements but requires refinement for clarity and engagement.