Roofing
Sales Assessment Results

"We just replaced our roof a few years ago, so we don't need a new one now."

That’s great, we actually just inspected your neighbors roof, who also had hers replaced a few years back. We recommend our home owners have their roof inspected once a year. When was the last time you had yours inspected?

The response effectively addresses the objection by relating the situation to a neighbor's recent inspection, which adds credibility. However, it could improve on professional communication by softening the approach and emphasizing the benefits of regular inspections rather than making it sound like an immediate need. The closing technique is present by asking a question, but it could be more persuasive by highlighting potential risks of neglecting inspections. Overall, the solution-focused approach is decent but needs more emphasis on the value of preventive maintenance.

"Your estimate is significantly higher than others we've received, can you explain why?"

Absolutely, i understand your curiosity and would be happy to explain why our estimate is higher. If you do not mind, please share one of the estimates with me so we can compare notes. This will ensure I’m detailing the exact reasons why my estimate is higher.

The response effectively acknowledges the concern about the higher estimate and expresses a willingness to explain. However, it lacks depth in directly addressing the reasons for the higher estimate upfront, which could help build trust. The request for a competing estimate is a good strategy for comparison but could be perceived as slightly evasive if not followed by a compelling explanation of the unique value your service provides. Overall, the communication is professional, but it could be more assertive in closing the gap. A more thorough response would involve highlighting the quality of materials, warranty, or customer service, and then inviting discussion about the competitor's estimate. Score: 6

"How do we know your materials are of better quality than what we're currently using?"

That is an excellent question! Do you know anything about the material you currently have? I can tell you we use Owens Corning, architectural, 30yr, impact resistant shingles along with synthetic underlayment. There is a lifetime warranty on our products and we are actually platinum preferred contractors with Owens Corning which is a title that companies must earn as a result of meeting highest standards of quality and service.

Your response starts strong by acknowledging the question, which is crucial in sales. However, asking if the client knows about their current materials seems dismissive and shifts focus away from their concern. Instead, it would be more effective to directly compare the benefits of your materials with their current ones, addressing their quality concerns head-on. You did well to mention the specific brand and warranty, which adds credibility and authority. However, you missed a closing technique, as there’s no prompt for them to engage further or consider your solution. Overall, you're on the right track with product knowledge but need to refine your approach to engaging the customer more positively.

"We're considering a different contractor who is offering a lower price, what can you provide to convince us?"

It sounds to me like price is a very important factor in your decision making. I totally understand. I would love to discuss what I can offer that is above and beyond. May I first know what else you’re looking for in a contractor?

The response effectively acknowledges the client's concern about price, which is a good start. However, it lacks a strong emphasis on the unique value propositions that differentiate your services from the competition. While asking what else they're looking for is a good move for gathering information, you should also proactively highlight specific benefits or features that justify your pricing, such as quality of materials, warranties, or customer service. Additionally, the response could be more assertive in guiding the conversation towards a conclusion. Overall, you showed professional communication and a solution-focused approach, but the closing technique could be stronger. To improve, consider incorporating a direct comparison or testimonial that showcases the value of your services over lower-priced options. Score: 7

"We have a limited budget and can't afford any unexpected costs, how do you handle that?"

I’ve definitely been in your shoes and understand your concern for unexpected costs. Before coming up with an estimate, I would complete a thorough inspection and create a detailed material list based on measurements and inventory of what you currently have. Based on our thorough inspection, we are able to create a very accurate estimate. Should there be any unexpected issues that arise, we also have a payment plan option. In fact, with Christmas coming up, my payment plan option may be a great way for you to save a little cash for the holiday.

The response effectively addresses the concern about unexpected costs by emphasizing the thorough inspection and accurate estimate process, which builds trust. The mention of a payment plan option is a good closing technique that offers a solution focused on the customer's financial situation. However, the reference to Christmas feels a bit out of context and may not resonate with all customers. Overall, the communication is professional, but it could benefit from a tighter focus on the customer's budgetary constraints. Strengths: - Acknowledges the customer's concern empathetically. - Offers a solution (detailed estimate and payment plan). Areas for Improvement: - Remove unrelated comments (like the Christmas mention) for clarity and relevance.

"I'm not sure roofing is a priority for us at the moment, we have other pressing needs."

I totally respect the fact that you are working on prioritizing your to-do list. The least I could do is complete a free roof assessment to ensure everything is okay. While up there I can take photos and back brief you so you are able to decide where the roof falls on your priority list. Does that sound fair?

This response effectively acknowledges the client's concern about prioritization, which is a positive start. The offer of a free roof assessment adds value and shows a solution-focused approach, allowing the client to make an informed decision without any immediate financial commitment. The closing technique is decent, as it invites the client to agree, but could be stronger by emphasizing the urgency or potential risks of neglecting the roof. Overall, the communication is professional, but there's room for improvement in assertiveness and urgency.

"Can you guarantee that there won't be any leaks or issues after installation?"

Unfortunately, I cannot make such guarantees. While we are the best at what we do and we provide superior quality, This is construction and sometimes things come up. What I can guarantee is, if anything does come up, we have a two year labor warranty that promises we will take care of any issues or concerns that may arise. With that said, how would you like to proceed?

The response addresses the customer's concern by clarifying the impossibility of guaranteeing absolute perfection in roofing installations due to the nature of construction. However, it could improve in professionalism by avoiding the phrase "unfortunately" and instead framing it positively. The mention of the two-year labor warranty is a strong point and enhances the solution-focused approach, as it reassures the customer that they will be supported post-installation. The closing technique is decent, but it could be stronger by inviting the prospect to discuss their specific needs or concerns further before asking how they would like to proceed. Overall, it's a good effort but has room for improvement in tone and engagement.

"The timing isn't right for us, as we're in the middle of other renovations."

Totally understand. That’s a valid concern. I can follow up on the 15th or 16th at 5pm. Which works best for you?

Your response acknowledges the client's concern, which is good, but it lacks a deeper exploration of their situation. While suggesting a follow-up date is proactive, it doesn't fully address their timing issue or explore how your roofing solution could potentially fit into their renovation schedule. A more effective approach would involve asking questions to understand their timeline better and offering solutions that could work around their current projects. Overall, professional communication is present, but it would benefit from a stronger closing technique and a more solution-focused approach.

"What if we decide to wait until next year, will your prices still be the same?"

Excellent question! The price will not be the same due to the rise in material costs over time. What would be the number one reason for waiting until next year?

The response addresses the concern about pricing effectively by explaining that prices are likely to increase due to rising material costs. However, it could improve clarity by being more explicit about how significant those increases could be. The tone is appropriate for the roofing industry, friendly yet informative. The closing technique is present with a follow-up question, but it could be stronger by directly tying the urgency of the situation back to the prospect’s needs. Overall, the response is solution-focused but could benefit from a more persuasive closing statement to reinforce the urgency of making a decision now. Score: 7

"How do we know your team is qualified and experienced enough for our specific roofing needs?"

That’s a great question! We have been in business for over 60 years which attributes to a vast knowledge of roof replacements, a solid team of highly trained installers, and many positive reviews on Google. We are also platinum preferred contractors for Owens Corning which means we have met a number of qualifications in order to carry such a title.

The response effectively addresses the concern by highlighting the company's extensive experience and qualifications, which helps build trust. The mention of being a platinum preferred contractor for Owens Corning is a strong point that adds credibility. The tone is professional and appropriate for the roofing industry. However, it could improve by including a closing technique to invite further discussion or questions, as well as a more direct solution-focused approach that ties back to the specific roofing needs of the prospect. Overall, solid foundation but needs a bit more polish to convert the interest into action.