Tile and Stone Restoration
Sales Assessment Results
68
Developing Closer
10 questions
Maximum score: 100
Completed in
Let’s cut to the chase—you’re hovering in the realm of mediocrity with an average score of 6.8. While you’ve demonstrated some solid sales techniques, the feedback suggests that you're often playing it safe rather than truly engaging with your prospects. Acknowledging customer concerns is great, but it’s time to dig deeper. You need to master empathy and personalization in your responses. Your strongest techniques seem to lie in addressing objections effectively and building credibility through warranties and customer reviews. However, you consistently miss the mark on depth. You need to flesh out your responses with specific examples, metrics that showcase your efficiency, and emotional connections that resonate with your prospects.
Focus on honing your skills in the Challenger Sale and Consultative Selling techniques. These will help you not only to challenge your customers' thinking but also to build those long-term relationships that are essential in sales. Remember, great salespeople don’t just provide answers—they engage in dialogues that uncover the true needs of their customers.
Now, here’s your coaching moment: always be curious! Ask more questions, invite your prospects to share their concerns, and let them feel heard and valued. That’s where the magic happens. Turn those functional responses into conversations that lead to deeper connections and ultimately, more sales.
Question Breakdown
1.
5
/ 10Question:
"I'm not sure I can afford this right now; my budget is really tight. Can you help me understand if there are any flexible payment options?"
Answer:
Absolutely! We offer short and long term financing options to ensure you can get these issues handled now before they become more costly in the future.
Feedback:
You addressed the objection by offering financing options, which is a good start. However, you could enhance the response by acknowledging the customer's concern about their budget more empathetically. Adding a question to explore their financial constraints further would demonstrate curiosity and active listening. Also, explaining how the restoration services can save them money in the long run would strengthen the value proposition. Overall, this response is functional but lacks depth.
2.
6
/ 10Question:
"I’ve heard that your competitor offers faster service. How do you ensure your restoration process is efficient?"
Answer:
We use a systematic approach to ensure highest efficiency. With over 1500 clients served we have this process down to a science. With your satisfaction as a top priority!
Feedback:
Your response touches on efficiency and experience, which are important factors in addressing the objection. However, it would benefit from more specific details about what makes your process efficient compared to competitors. Consider providing examples or metrics that demonstrate speed and effectiveness, such as average turnaround times or specific techniques used. Additionally, inviting the prospect to ask more questions or express further concerns can enhance engagement and rapport. Overall, your response is functional but lacks the depth and personalization needed to fully address the prospect's concern.
3.
6
/ 10Question:
"I want to make sure this isn’t a temporary fix. How do I know the results will last long-term?"
Answer:
Our products have been widely tested in both commerical and residential settings with little to no complaint. We do warranty all of our installations and as long as you stick to the comprehensive maintenance plan we put you on and go over with you, there will be no issues. At anytime if you have questions a technician is a phone call away.
Feedback:
Your response effectively addresses the concern about long-term results by mentioning the testing of your products and the warranty for installations. However, it could be improved by providing specific examples or data on the longevity of your products or highlighting customer testimonials that reinforce the reliability of your services. Additionally, consider incorporating a more empathetic tone to acknowledge the prospect's worries about temporary fixes. Encouraging the prospect to ask questions or elaborate on their concerns could further enhance your engagement with them. Overall, your response is functional but lacks some depth and personalization.
4.
7
/ 10Question:
"I’m worried that this may disrupt my daily routine; how much time will the restoration actually take?"
Answer:
This is a 2 day process. We make sure to work as fast and efficiently as possible. Protecting all areas of your home as we go and ensuring you can resume normal activities during the process. On the second day all furniture is restaged and youre able to resume all activities with peace of mind that your floors and other surfaces are protected.
Feedback:
Your response effectively provides a timeframe for the restoration process, which directly addresses the prospect's concern about disruption. However, it would be beneficial to expand on how you minimize disruption even further, such as specific techniques or workflows that keep the area organized and clean during the restoration. Including a reassurance that you value their comfort and routine would also enhance the empathetic tone. Additionally, inviting the customer to ask more questions or express any other concerns would foster greater engagement and rapport. Overall, this response is informative but could use a bit more depth and personalization.
5.
8
/ 10Question:
"Before I commit, what guarantees do you provide if the work doesn’t meet my expectations?"
Answer:
We offer a lifetime warranty on all of our color seal applications as well as a 3 year warranty on coating applications. We also are always available for trouble shooting or any other questions you may have down the line. Since our services are designed to be semi permanent and we have so many glowing client testimonials we know for certain you will be among the many happy clients as well.
Feedback:
Your response effectively addresses the prospect's concern about guarantees by detailing both the lifetime warranty on color seal applications and the 3-year warranty on coating applications. This builds trust and shows confidence in your services. However, it could be improved by providing specific examples or scenarios where the warranties have been beneficial to past clients. Additionally, consider emphasizing the value of your customer testimonials by briefly summarizing a particularly positive experience or outcome. This would enhance the emotional connection and confidence in your offerings. Encouraging the prospect to ask further questions or express any additional concerns would also help foster engagement. Overall, a solid response but could benefit from a touch more personalization and proof of customer satisfaction.
6.
7
/ 10Question:
"I've had a bad experience with a contractor before. How can I trust your team will do a good job?"
Answer:
Im very sorry to hear that. We have over 200 5 star reviews between all of our sites and social media accounts as well as local licenses we share on all work orders. We dont ask for any monies until service is finished and a satisfaction survey has been completed and signed by you. If at anytime you have questions or feel uncomfortable about anything, which you won't we will be right there to answer them immediately!
Feedback:
Your response begins with an empathetic acknowledgment of the prospect's previous bad experience, which is a good approach. Mentioning the 200 five-star reviews and local licenses helps to build credibility and trust. However, you could strengthen your response by including specific examples of how your team has addressed past issues or instances of high customer satisfaction. It may also help to explain your quality assurance processes or any training your team undergoes to ensure excellence. Additionally, consider inviting the prospect to share more about their concerns or experiences, fostering a more collaborative dialogue. While you reassure the prospect about being available for questions, phrasing this more positively could enhance the tone. Overall, this response is solid but could use more depth and personalization.
7.
7
/ 10Question:
"I’m concerned about how this will fit into my current home renovation plans; can you work with my timeline?"
Answer:
Absolutely! Once your current contractors are finished we are the ones to usually go in and button everything up. We also can work with your contractor directly to take the coordination hassle right out of your hands and will alert you to the timeline that works best for everyone!
Feedback:
Your response effectively addresses the prospect's concern by assuring them that you can coordinate with their existing contractors, which demonstrates a collaborative approach. However, it could be enhanced by providing specific examples of how you have successfully managed timelines with previous clients or detailing any flexibility in your scheduling. Additionally, consider expressing empathy for their renovation concerns to show that you understand the importance of timing in such projects. Inviting the prospect to share their specific timeline or any challenges they foresee could further engage them and reinforce your commitment to meeting their needs.
8.
8
/ 10Question:
"I appreciate the work you do, but can't I just clean the tiles myself? What makes your service worth the investment?"
Answer:
Great question! You are currently cleaning the tiles yourself as you attested. The grout has now become stained and riddled with bacteria and urine from the dogs. We use a high pressure hot water extraction machine, mixed with the appropriate enzymes and chemistry to eliminate these issues. Grout only lasts 15 years in great conditions so anymore time with this level of soil that traditional cleaning only makes worse will cause great deterioration to your Grout. Post cleaning once we apply the sealer you will have a new lease on your floor and re start the clock on regrouting! Think of this as property preservation not cleaning.
Feedback:
Your response effectively addresses the prospect's question by highlighting the limitations of DIY cleaning and emphasizing the specialized methods you use. By mentioning the high-pressure hot water extraction machine and the use of enzymes, you clearly differentiate your service from standard cleaning methods. However, it could be strengthened by including a brief explanation of the long-term benefits of professional cleaning—such as preserving the integrity of the grout and extending its lifespan—thereby reinforcing the value of the investment. Additionally, consider inviting the prospect to share more about their cleaning efforts or concerns to foster a more collaborative dialogue. Overall, a strong response, but a bit more focus on the long-term value could enhance it further.
9.
7
/ 10Question:
"Given the current economic climate, I want to know how you justify the pricing compared to other options out there."
Answer:
Our pricing is industry standard, and set to reflect our many years and skillets acquired in this Industry. We are more focused on attention to detial, ensuring proper applications and not rushing, your satisfaction and the longevity of this service over price. The value here is a long term solution to your floors problems at an amazing price. And peace of mind finally which we've heard from past clients is priceless. Imagine never having stained grout again! Hard to even put a price on that.
Feedback:
Your response addresses the pricing concern by positioning your services as industry standard while emphasizing the value of quality and longevity over cost. However, it lacks specific comparisons to competitors which could strengthen your argument. Consider incorporating metrics or examples that illustrate how your pricing translates into better outcomes for clients, reinforcing the long-term cost-effectiveness of your service. Additionally, including more empathetic language acknowledging the prospect’s concerns about the economic climate could enhance your rapport. Lastly, inviting further questions or feedback would encourage a two-way dialogue, showing that you value their perspective. Overall, a solid response but could benefit from more specificity and customer engagement.
10.
7
/ 10Question:
"I don’t want to get stuck paying hidden fees; can you break down what your service includes?"
Answer:
Of course not. All of our fees are upfront and approved by you before we start. Should anything arise such as a hollow tile we may have missed or grout repairs we let you know immediately and can work with you on any additional costs. This is a pretty cut a dry process though and very transparent.
Feedback:
Your response addresses the prospect's concern about hidden fees by assuring them that all fees are upfront and approved before starting the work. This is a strong foundation for building trust. However, it could be improved by providing a more detailed breakdown of what is included in your services and emphasizing your commitment to transparency throughout the process. Consider using specific language to explain common services provided and how you handle unexpected issues, rather than just mentioning that you'll communicate if something arises. Additionally, using more empathetic language to acknowledge the buyer's concerns could enhance rapport. Overall, it’s a solid response but could benefit from more specificity and warmth.