Property Management
Sales Assessment Results by Cassandra Haavisto
50
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's get real here: your performance is sitting at a solid 'meh' with an average score of 5. You show some potential, but frankly, you’re not hitting the mark with the depth and urgency that prospects need. You’ve got a decent grasp on acknowledging client concerns, which is a good start, but you’re not digging deep enough to uncover the real pain points. Instead of just skimming the surface, you need to be getting into the nitty-gritty of their problems and how your service can solve them. Probing questions and strong value propositions are your friends—embrace them. Your responses often lack specific examples or quantifiable outcomes that could really drive your points home. You’re in a good position to build rapport, but you need to turn that warmth into actionable insights. I suggest you dive into studying the SPIN Selling technique and the AIDA Model. These can help you structure your conversations in a way that not only identifies needs but also leads the prospect to a clear understanding of the value you bring. Remember this: sales is not just about being friendly; it’s about being strategically assertive. So, dig deeper, be bolder, and don’t shy away from showcasing your unique value. You've got this!
Question Breakdown
1.
3
/ 10Question:
"We're currently tied into a contract with our existing property management provider, and I'm not sure if we can justify the switch right now."
Answer:
I understand. Sometimes when you have a conversation about your dissatisfaction and objective to be released from the contract, you can come to terms. You'd want to be prepared with specific reasons of their failure to execute. That said, we can assist in this process. There are times that they may want a 60-day notice versus a 30-day, but we've dealt with this before and are happy to support you. That's what we do well--support our Clients in ways they've not seen before. We're here to take care of you. And if have to wait until the current contract expires, we can do that. The best way we can add value to your investment and stop the adminstrative issues that plague your weeks is to get started as quickly as possible, and we're ready to do that.
Feedback:
The response acknowledges the client's current contractual obligation, which is good, but it lacks a strong focus on the implications of staying with an unsatisfactory provider. Instead of simply suggesting they have a conversation with their current provider, you could have asked probing questions to uncover specific pain points that could justify a switch. Additionally, while offering support is valuable, the response could benefit from a more assertive value proposition demonstrating how your service addresses their needs better than their current provider. Overall, the tone is supportive, but the lack of urgency and exploration of consequences limits its effectiveness.
2.
4
/ 10Question:
"In this economic climate, every expense feels too high; how can we be certain that your service will genuinely provide value?"
Answer:
That's a great question. Value comes from a long-term vision and we are great at communicating which means we make decisions along side you. You'll know every step we take. Expenses are high, you're right. And our job is to search for less expensive options and test current vendors to make sure you're getting a fair deal for the work they're giving you. This means we partner together creating a powerful team driving the result of your asset.
Feedback:
The response acknowledges the economic concern, which is a good start. However, it could be more focused on quantifiable value, such as specific outcomes or cost savings that your service can deliver. Instead of speaking generally about long-term vision and communication, consider providing examples of how your services have resulted in reduced costs or improved efficiency for other clients. This would help to paint a clearer picture of the value proposition. Additionally, asking probing questions to understand their specific pain points would help tailor your response and demonstrate a consultative approach. Overall, while the tone is collaborative, the lack of specific value demonstration limits its effectiveness.
3.
5
/ 10Question:
"I need to run this by my partners; they have strong opinions about any changes to our vendor relationships."
Answer:
What a great team environment you're working within! I respect and admire that, not to mention would love to work in such a collaborative environment. We believe that it takes a village to do things right. While we perform strongly utilizing our team, we value the Owner involvement and believe that enhances the results achieved. We'd to meet with your partners ! We can discuss market position strategies, cost-saving ideas, rent increase expectations...all the things to make sure we are aligned. That's the best way for the whole team to feel confident in the decision. And just to add, we are not a management company that comes in with our own vendors. We respect the history you have with your current vendors, and would come to the team to discuss any shortcomings were might become aware of. This is a partnership we're proposing. We partner alongside you to carry out your team's vision.
Feedback:
The response shows appreciation for the collaborative environment, which helps build rapport. However, it lacks a direct focus on addressing the partners' influence on the decision-making process. Instead of solely valuing the team aspect, you could have asked questions to understand their concerns better and how you can specifically address their partners' strong opinions. While mentioning a desire to meet with the partners is a good move, it would be more impactful to propose specific solutions or benefits that would resonate with them. Overall, the response is friendly and acknowledges the importance of collaboration, but it could be more strategic in exploring the partners' perspectives and how to alleviate their concerns.
4.
6
/ 10Question:
"We've had issues with prior implementations causing project delays, and I can't risk that happening again."
Answer:
That creates frustration and we have experience with other clients who have come to us having dealt with the same thing.
During onboarding, from your comment we suspect that you have updated project management data that we can pick up and run with. I'll manage that part during the vulnerable transition period and treat that separately from the standard transition process. I'll own that piece and I'll work with whoever on your team is responsible so we can make sure the communication is clear and deadlines are met.
The transition, itself, won't delay because we have checklists to take us through the transition so that no ball will be dropped. Our twice-a-week check-in meetings with our team ensure that we are all aware of the status and can keep our side on track. During the first 45-days, we will send updates on outstanding items and the final 30-days we'll send every other week as we close the onboarding checklist.
How does that sound to you?
Feedback:
The response effectively acknowledges the prospect's frustration regarding past implementations, which is a good start. However, it could benefit from a stronger emphasis on understanding the specifics of the issues they faced before, fostering a deeper connection. While outlining your onboarding process is useful, it might be more impactful to include specific examples of how your approach has successfully resolved similar concerns for other clients. This would serve to reinforce your reliability. Additionally, the check-in meetings and communication plans are solid, but a clearer articulation of the potential risks they will avoid by choosing your service would strengthen the argument. Overall, the collaborative tone is positive, but a more proactive exploration of the client's past pain points would enhance the effectiveness.
5.
6
/ 10Question:
"Can you guarantee that your service will integrate seamlessly with our existing systems?"
Answer:
From what you've explained, I see no reason why they wouldn't. The two systems appear to be able to work alongside in a way that might even impress you!
What issues are you most concerned about that may not work or that you have had as hurdles in the past?
You give me 90-days to integrate and work out any issues we unknowingly learn about and if you're not happy at that stage, we work for free until that system is smooth. If things are as I expect, we'll be seamless by 60-days. We have to acknowledge that if we uncover during the process items in your system that you didn't know about making this promise difficult to keep, you own that part and we work together marching forward to rectify it. We promise we can help, and need your commitment to partner on your success.
Does that sound like what you were hoping to hear?
Feedback:
The response begins positively, acknowledging that integration should be feasible, which is a good start. However, it lacks a detailed exploration of how your service specifically addresses their integration concerns. Asking about prior hurdles is a strong probing question, but the answer could be more comprehensive by illustrating successful past integrations as proof of reliability. Offering a 90-day commitment enhances confidence, but the mention of working for free if they are not satisfied may come off as a lack of assurance rather than a strong guarantee. Additionally, emphasizing a collaborative approach is good, but ensure that the client knows the proactive steps you will take to ensure a smooth process. Overall, the response demonstrates a willingness to collaborate, but it could benefit from more clarity on how challenges will be overcome, alongside examples of past success.
6.
5
/ 10Question:
"With so many options in the market, how do I know your service stands out in terms of quality and reliability?"
Answer:
We have a small operation for a reason. My experience spans decades managing property of various types, but specializing in apartments which is what you have. I have many recommendations you can access on my LinkedIn profile that come from people who have worked with me from varying angles. Consistently they speak of my integrity and commitment to doing things right. With all of the regulatory issues we have in our state, in my opinion, it is a risk management requirement for a Client. We've been at this for 15 years as a small business and maintaining clients for years. As a boutique service business, that shows you we know how to help you, and how to serve you.
Feedback:
The response emphasizes the experience and integrity of the business, which is a good approach to establishing credibility. However, it lacks specific examples of how your service has provided distinct value or superior results compared to competitors. Simply stating that you have recommendations does not provide immediate proof of your effectiveness. Instead, consider sharing success stories or metrics that demonstrate the positive outcomes your service has delivered. Highlighting unique aspects of your approach or offerings in relation to competitors would strengthen the argument. Overall, while the response conveys experience and commitment, it would benefit from a more direct illustration of how your service stands out in practical terms.
7.
5
/ 10Question:
"The team is already overwhelmed with our current workload; I worry about adding the time investment for onboarding a new service."
Answer:
It does take time to onboard with a new service, certainly. However, it is an investment in your growth because you can either spend the next 60-days transitioning a load off your team, or continuing to endure the overwhelm and likely losing team members in the process. It will speak volumes when they know there is a light. It'll motivate them to know you see their struggles and are taking action to relieve them. They feel your respect and appreciation.
Feedback:
The response effectively recognizes the client's concern about the team's workload, which is a positive start. However, it may benefit from a clearer focus on how your service will directly alleviate their current burdens during the onboarding process. While you mention the long-term benefits, specific strategies or support systems that will help ease the transition for the team can be emphasized to build confidence. Additionally, providing examples of similar past experiences where onboarding has led to tangible relief for overwhelmed teams could enhance credibility. Overall, while it has an empathetic tone, it could be more solution-oriented and proactive in addressing the client's immediate fears regarding onboarding time investment.
8.
5
/ 10Question:
"I've heard mixed reviews about your customer support; what happens if we encounter issues after signing up?"
Answer:
One thing that isn't often heard is how they're resolved. Humans are good at complaining because it is self serving. When they compliment, they're serving the other person. It's not wrong, it's just not the natural progression. Being a small company, I am actually one who gets to dive deep when there is an issue and handle it with my two hands. I'm happy to ensure that our services meet our clients expectations and most importantly, the tenant's. The tenant matters because they drive the property value so their trust is paramount, in our mind. I love getting engaged whenever it's needed! Then I step aside and train my team when that is required. We pull together, aligned as designed. You won't see perfection, but you will see resolve and results. Problems happen in life, and we are great at resolving them.
Feedback:
The response addresses the concern about customer support by emphasizing your hands-on approach and commitment to resolution, which is a positive aspect. However, it lacks specific examples or metrics that demonstrate how your company has successfully handled past issues, which would provide more credibility. The initial comments about human behavior regarding complaints and compliments may come off as dismissive of the prospect's concerns. Instead, focusing more on practical steps taken to ensure effective support and highlighting your team's proactive measures would strengthen your response. Additionally, it would be beneficial to outline a clear support structure, such as dedicated contacts or response times, to reassure the client further. Overall, while the tone conveys commitment, the lack of concrete examples or reassurance strategies diminishes its effectiveness.
9.
6
/ 10Question:
"We're focusing on reducing our operational costs this fiscal year, so I'm hesitant to increase expenses right now."
Answer:
That'll be tough during current times. We are also seeing increased expenses, of course. Where are you specifically seeing increases that you don't believe are worth it? We'll want to review those and maybe there are some immediate changes we can make, and perhaps there are some that simply haven't been explained well, or at all. We are committed to supporting our clients in managing them through our relationships with local and national providers. We pass those discounts along from maintenance supply vendors as well as our marketing partners. We even dig deep and go back to old school methods if they work! Some of those remain free, which many other management companies stay away from because they aren't new and shiny. We are focused on results, and not the newest things if we find they aren't necessary or practical. Where we see value, we'll show you and we can make the decision together.
Feedback:
The response acknowledges the prospect's concern about reducing operational costs, which is a positive start. However, it could be more effective by presenting specific examples of how your service has helped other clients cut costs or improve efficiency. Instead of focusing primarily on the prospect’s pain points, consider highlighting unique aspects of your offerings that provide immediate financial advantages. The probing question about where they see increases is a good way to engage them further, but it could lead into a more direct discussion about your solutions. Additionally, mentioning the discounts and value you provide is helpful, but it needs to be backed by clear evidence or case studies to enhance credibility. Overall, while the approach is collaborative, there’s potential for a stronger emphasis on demonstrating immediate value and the tangible benefits your services can deliver.
10.
5
/ 10Question:
"What if your service doesn't align with our company's long-term vision and growth strategy?"
Answer:
Do you have immediate concerns that we haven't discussed yet?
That is something that is important to establish during our conversations now. Something you should know is our belief system is old school and most find it valuable. We respect regulatory boundaries, we communicate well, and our focus is driven by the success of our Clients which comes from creative solutions with their customers. Our long-term vision and growth strategies usually align beautifully. In fact, they are often exactly what our Clients have been searching for because many companies have lost these foundational elements in their practices, where we find them paramount. Wouldn't you agree?
Feedback:
The response starts by attempting to uncover any immediate concerns, which shows a willingness to engage in dialogue. However, it lacks a direct answer to the specific objection about alignment with the company’s long-term vision and growth strategy. Instead of addressing this head-on, the reply shifts towards discussing the company's values and beliefs without providing concrete examples of how your service has successfully aligned with similar clients in the past. It would be beneficial to illustrate specifics about how your approach has led to successful collaborations with clients that share similar visions. Additionally, asking for agreement at the end could come across as too assumptive without first addressing their concerns in a more comprehensive manner. Overall, while it promotes a collaborative tone, the response could be more effectively tailored to specifically address the client's apprehensions.