VOIP
Sales Assessment Results
56
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let’s get real – your performance needs a solid boost. Averaging a score of 5.6 tells me there’s potential, but you’re not quite hitting the mark. You’ve shown some good instincts, like acknowledging customer concerns and trying to engage with follow-up questions, but there’s a lack of depth and clarity in your responses. You need to dig deeper into the implications of the issues your prospects are facing. Instead of just touching on their concerns, explore their existing systems and ask more probing questions to uncover their specific situations.
Your strongest techniques seem to be consultative and customer-centric selling, but they’re only half-baked right now. You need to sharpen your storytelling skills and back your claims with solid examples and testimonials. Right now, you’re leaving too much to the imagination, and that doesn’t build trust.
To kick things up a notch, I suggest you focus on the AIDA model and objection handling techniques. Learning to guide your prospects through Attention, Interest, Desire, and Action with more precision will enhance your engagement. Likewise, mastering objection handling will allow you to turn concerns into opportunities.
Here’s your coaching moment: Selling is not just about answering objections; it’s about building a narrative that shows your prospect how your solution transforms their situation. Get specific. Get personal. You’ve got this.
Question Breakdown
1.
3
/ 10Question:
"I'm really concerned about how your service will fit into our existing systems without causing disruption."
Answer:
Great concern! Our implementation team will carefully schedule timeframes of the install with your staff in order to avoid any down times. we can even do days where the business is not open to guarantee a flawless transition.
Feedback:
While you acknowledged the concern, your response lacks depth in addressing the broader implications and potential disruptions. You mentioned scheduling installations but did not explore the prospect's existing systems or ask follow-up questions to understand their specific situation better. Additionally, your tone could be more reassuring. Providing examples or testimonials about past successful integrations would enhance your response and build trust.
2.
6
/ 10Question:
"I’ve heard that some VOIP providers have hidden fees; how can I be sure I’m not going to face unexpected costs?"
Answer:
Some providers will have hidden fees. While we are a locally owned company the separating factors come with our ability to open our books to our clients and show them what they will be billed consistently. One factor to keep in mind is that the Taxes for Communication services frequently change but they do not faulter in such a radical manor that our clients are shocked. Some of our existing clients have had some similar concerns but they have given a positive review from our transparency in this department. We also implement a Client Success Manager who will communicate all of the details and future plans with your account to address any of these concerns before they come to light.
Feedback:
Your response starts off well by acknowledging the concern about hidden fees, which is crucial. However, the explanation could be more concise and focused. It's good that you mentioned transparency, but it lacks a clear assurance or guarantee regarding the absence of hidden fees. Instead of merely stating that taxes change, you could emphasize how your company proactively communicates any potential changes to clients. Adding specific testimonials or examples of how your transparency has positively impacted customers would strengthen your credibility. Additionally, consider asking a follow-up question to understand the prospect's specific worries about costs, which can foster engagement and a more collaborative approach.
3.
5
/ 10Question:
"What if the implementation takes longer than expected? My team doesn't have the bandwidth for delays right now."
Answer:
That is a great issue to bring up. Our company carefully selects the correct team for the correct project. we have a large projects team that we implement into certain areas in order to deliver the project smoothly and on time. Aside from thorough planning between our companies, we will have a project manager to ensure the team successfully delivers with the allocated time frames and removes obstacles ahead of time to guarantee we not only fit with in time frames, but give ourselves room for the hypotheticals that could occur. If and in the event that we see some sort of unforeseen obstacle, our team conducts a site survey to confirm the project is scoped appropriately and ready to be delivered.
Feedback:
Your response acknowledges the concern about implementation delays, which is a positive start. However, the message could be more concise and direct. While mentioning the project manager and planning is good, it lacks specific examples or assurances that highlight past successes in timely implementations. You should also consider addressing the prospect's bandwidth issue more explicitly by discussing how your solution minimizes disruptions to their daily operations or suggesting contingency plans for managing unexpected delays. Engaging the prospect with follow-up questions could foster a more collaborative conversation and demonstrate deeper understanding of their needs.
4.
6
/ 10Question:
"Can you show me evidence that your VOIP solution has better ROI compared to what we’re currently using?"
Answer:
Well the better question would be which elements of ROI are the most important to you? we have clients that track A VARIETY OF different key indicators that show and ROI for the specific industry. We have a wide basis of analytics that can be tracked and used for such returns. From Call tracking, call lengths, and uptime. To average on hold, average calls, average interactions, and ease of management. We have used all of these for different industries. I can show you some examples with some of our client's permissions on the analytics they use day in and day out to show improved revenue with our solution. This data can be easily tracked and managed for true repetition of the results.
Feedback:
Your response successfully shifts the conversation to understanding the prospect's specific ROI priorities, which is a good strategy. However, it could be more impactful if you provided a clearer path to how you would present this data. While mentioning various key indicators is beneficial, your answer lacks concrete examples or case studies that demonstrate actual ROI improvements from existing clients. Using specific client success stories or numeric results would significantly bolster your credibility. Additionally, consider a more streamlined communication style for clarity and professionalism. A follow-up question to gauge their current metrics could further enhance the collaborative approach.
5.
6
/ 10Question:
"I’m not convinced that switching won't create more headaches than it's worth for my team's daily operations."
Answer:
Well I can understand that. The headaches are hard to deal with and our solution takes the approach of removing the headaches you are dealing with today. In fact, the reason we are meeting is to help resolve these headaches. I have referrals and charts that can be shown with real world examples on how we have helped customers remove similar "Pain points" to the ones that you are dealing with today. While the training will take short time, as any new solution does, our US based staff will ensure that you know the system inside and out, and that you can navigate the tool as efficiently as possible. This will give you access to data you are looking for, and make day to day operations more efficient than they are today. I would be happy to connect with you some of our clients with similar thoughts and let them speak for how well our product has helped their business today.
Feedback:
Your response demonstrates empathy by acknowledging the prospect's concern about potential headaches, which is a good start. However, it could benefit from a clearer articulation of how your solution specifically reduces those headaches. While mentioning referrals and charts is positive, providing more concrete examples or success stories would strengthen your credibility. You did well to emphasize the training aspect, but you might also want to elaborate on the specific features of your solution that directly address their pain points. Additionally, consider asking a follow-up question to explore their specific concerns further, which could foster a more engaging and collaborative dialogue.
6.
5
/ 10Question:
"I need to ensure that the features you’re offering will actually improve our team's productivity, not complicate things."
Answer:
In alignment with our discovery meetings, I can ensure that the features will assist. I will take extra time with our 2 teams to use the onboarding as a chance to remove those obstacles ahead of time, and implement the tools in the custom order that you specifically REQUEST in order to make the system work the way we had discussed. I can also show you examples of our solution currently has improved several clients efficiency rates as well with some additional free of charge integrations. The system is designed to give you time back, not complicate the process.
Feedback:
Your response acknowledges the prospect's concern about productivity, which is a positive start. However, the answer could be more direct and concise. Clarifying how the specific features directly contribute to improved productivity would be beneficial. You mention onboarding and customization, but providing concrete examples or specific outcomes from existing clients would enhance your credibility. Additionally, consider incorporating a follow-up question to further explore the prospect's specific needs and how your solution aligns with them. This would foster a more engaging and collaborative discussion.
7.
7
/ 10Question:
"How do I know your customer support will be reliable if we do run into issues?"
Answer:
Great Question! We have a top-rated SLA and turn around on Ticket times. Our investment is service department is the backbone of our organization and one of the most heavily tracked aspects of our organization. our US based team is highly certified group of professionals we continue to expand and invest into. I would be happy to give you some customer testimonies on our ticket responses from our 24/7 fully staffed SOC and NOC teams, along with some reporting metrics on the average ticket uptime based on the issue and the solution implemented. I could also take some time to introduce you to our Support staff leader Matt, and some of the members of our team! In addition, we are a 5-star rated google firm and continue to increase the 5-star reviews from our loyal customer base. Our motto is our customer wins, then our company wins. Did you have any other questions?
Feedback:
Your response effectively addresses the concern about customer support reliability by highlighting key aspects such as your top-rated SLA and the professionalism of your US-based team. Mentioning the 24/7 fully staffed SOC and NOC teams adds credibility to your assurance. However, consider providing specific metrics or examples of how quickly issues have been resolved in the past, as this would strengthen your argument. While customer testimonials can be powerful, offering a clearer pathway for the prospect to access these or even sharing a specific success story would enhance your reliability claim. Additionally, the closing question could be more focused on the prospect's specific concerns or needs rather than a general inquiry. This could engage them further in the conversation.
8.
6
/ 10Question:
"What happens if we outgrow this solution—is there a clear upgrade path?"
Answer:
It is impossible to outgrow our solution! With the solution being cloud based we have the flexibility to service clients of all sizes. We also use the client success team to discuss further plans for growth, efficiency, and financial goals for your staff and company's goals. WE have the ability to grow with you and continue implementing sound solutions and processes to align with the plans you have set for growth. We have testimonials from several clients today on how we have tackled this same obstacle, and the documented plan we implemented to overcome these roadblocks. We have a case study with one of our larger clients on implementation and growth, highlighting the ease of management and deployment across their organization that would be a sure way to show you Realtime data and results on how we have overcome this before. Would you like a meeting with the client or perhaps a written testimonial from the work study?
Feedback:
Your response begins well by highlighting the scalability of your cloud-based solution, which is essential for addressing the prospect's concern. However, stating that it is 'impossible to outgrow' may come off as dismissive; it's better to acknowledge the concern while confidently presenting your solution's capabilities. You mention the client success team and their role, but you could provide more specific examples of how they have successfully helped clients in similar situations in the past. Adding quantifiable outcomes or metrics would enhance your credibility and demonstrate real-world effectiveness. Additionally, the offer to provide testimonials or case studies is excellent, but ensure these are presented as valuable resources rather than an afterthought. Lastly, consider asking a follow-up question to further engage the prospect and better understand their growth concerns. This would foster a more collaborative discussion.
9.
6
/ 10Question:
"I've seen other competitors offer similar services at a lower price; why should I choose you?"
Answer:
Everything has a price associated with Value. There are cheaper solutions out there, but the service element is also at the value of the price. Most Providers in our space save money on the Client experience suffering from the service side of this business. Our number one priority and separating factor is our heavily staffed and invested upon service team. We only hire and continue training with the most certified minds in our industry to guarantee our customers have the most efficient up to date tools to separate them from their competitors, but they have the strong staff to support them and continue deliverables at exceptional level. In addition, I would be happy to show you where every cent is going with the services and quality of services implemented into this solution with real time measurables on satisfaction, renewals, and positive reviews our clients and partners continue to deliver.
Feedback:
Your response begins by addressing the concern about pricing, which is essential. However, it could benefit from a clearer articulation of the unique value your solution provides compared to cheaper alternatives. While you emphasize the importance of service quality, consider providing specific examples or metrics that demonstrate how your service exceeds that of competitors. Mentioning customer satisfaction scores or specific success stories would lend credibility to your claims. Additionally, a more engaging closing question that prompts the prospect to reflect on their own priorities would foster a more collaborative dialogue. Overall, you present a strong service commitment, but a clearer demonstration of value and engagement with the prospect's needs could enhance your response.
10.
6
/ 10Question:
"I'm skeptical about the training requirements; will my team need extensive training to adapt to this new system?"
Answer:
Great question! The training is completely in your hands on the levels of depth we can go into. With such a robust diverse tool that we provide, we can show you the simplest ways of functionality, or the most in depth inner workings of the system. The true goal is to show you the tools and functions you need for the tool to work the best for you and your organization. We include in person training scheduled on your time for you and your employees, and we also have unlimited resources on training on our website and onboarding package. While the training is well documented, recorded, quick, and easy to use' we can also take additional time to train you and your staff on the system to ensure comfort when implementing the solution into your environment.
Feedback:
Your response begins positively by addressing the prospect's concern about training requirements, which is essential. However, your explanation could be clearer and more concise. While you emphasize the flexibility of your training options, the wording is somewhat convoluted, making it harder to grasp quickly. Instead of stating that training is 'completely in your hands,' you might articulate how you tailor the training based on the team's specific needs instead. Additionally, mentioning the availability of documentation and online resources is valuable, but providing examples of how these have previously helped other clients can enhance credibility. A follow-up question to gauge their current training concerns or specific needs could also foster a more engaging conversation. Overall, refine your communication for clarity and focus on the customer's perspective.