Rubber Surfacing
Sales Assessment Results
58
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's get real here: you've got a lot of potential, but your performance is currently sitting in the 'needs improvement' zone. Your strongest techniques seem to be in curiosity and engaging with the customer, which is a solid foundation. However, too often, your responses lack depth and fail to directly address the core concerns of your customers. This pattern of falling short on specifics and not fully engaging in a consultative manner is holding you back.
To elevate your game, you should dig deeper into consultative selling and value proposition techniques. Start asking more probing questions that get to the heart of the customer's worries and clearly articulate not just the features, but the benefits that truly matter to them. This will help you build trust and credibility.
Here's your coaching moment: remember that selling is not just about closing a deal; it’s about building a relationship. When you're in a conversation, think of it as a partnership where both parties are working towards a solution. Don’t shy away from diving into the specifics—it's what will set you apart from the competition. Embrace this mindset, and you'll see your scores—and your sales—start to rise.
Question Breakdown
1.
3
/ 10Question:
"I'm worried about the long-term durability of rubber surfacing compared to traditional materials."
Answer:
Rubber surfacing has shown to hold up 10+ years and will last you even longer if you maintain it properly.
Feedback:
The response lacks depth in addressing the customer's concern. While stating that rubber surfacing lasts over 10 years is a start, it doesn't engage with the customer's worry regarding durability compared to traditional materials. There is no exploration of the specific advantages of rubber surfacing, such as resistance to environmental factors or maintenance requirements. Additionally, the response could benefit from a more consultative approach, asking questions to understand the customer's specific durability concerns better. Overall, it needs clearer communication and a focus on providing value to reassure the customer.
2.
4
/ 10Question:
"How do I know your pricing is competitive against others I've looked at?"
Answer:
We maintain a great pulse on the industry and the market and offer the most competitive pricing and service in our area.
Feedback:
The response lacks specific details that would help build credibility and trust. Simply stating that you have a 'great pulse on the industry' does not provide tangible evidence of competitive pricing. You should consider offering a price comparison, highlighting unique value propositions, or sharing customer testimonials that validate your pricing strategy. Additionally, engaging the customer by asking about their previous quotes or what they are looking for in terms of pricing could enhance the conversation. Overall, the response could benefit from a more consultative and value-driven approach.
3.
5
/ 10Question:
"Will this upgrade disrupt our current operations during installation?"
Answer:
What are your current operations you are concerned with disrupting?
Feedback:
The response shows curiosity by asking about the customer's current operations, which is a good start. However, it falls short of directly addressing the objection regarding disruption during installation. It would be beneficial to provide reassurances or examples of how installations have been managed smoothly in the past, minimizing operational impact. Additionally, sharing strategies or timelines that illustrate how disruption can be limited would enhance the response. Overall, while there is an effort to engage the customer, the response lacks depth in addressing the core concern about operational disruption during the upgrade process.
4.
6
/ 10Question:
"Can you guarantee that the new surface will meet industry compliance standards?"
Answer:
Our installation crew is made up of a combined 25 years of experience and are well versed on industry compliance standards. We ensure your surface will be installed according to the industry recommended 3/8in thickness with the industry standard resin ratio to ensure longevity and durability of your surface.
Feedback:
The response effectively highlights the experience of the installation crew, which builds credibility. However, it could be further enhanced by explicitly stating the specific compliance standards that will be met and providing any certifications or proof of adherence to those standards. Additionally, including examples of past projects where compliance was successfully achieved could reinforce trust. Finally, a more engaging approach could involve asking the customer if they have specific compliance standards they are concerned about, which would show attentiveness to their needs.
5.
6
/ 10Question:
"Given our tight budget this fiscal year, how can we justify this expense?"
Answer:
What sort of mental budget do you have in mind? Would you be okay going another year without a surface that is non-slip and heat resistant around your pool? What would it mean for you to be able to enjoy your pool throughout the year without concern of slipping and falling or burning your feet during the hot summer?
What does the next year look like if you wait and have to go through another year without a new surface? You can certainly holdoff and go another year with an uncomfortable surface around your pool but it seems you value your quality time by the and the benefit of having your new surface would justify the investment into that space.
Feedback:
The response attempts to engage the customer by asking about their mental budget, which is a good start. However, it lacks direct acknowledgment of the customer's concern regarding budget tightness. Instead of solely focusing on the emotional appeal of enjoying the pool, it would be better to include specific examples of how the investment can lead to long-term savings or enhanced value, such as reduced maintenance costs or increased property value. Additionally, the response could benefit from a clearer articulation of the return on investment (ROI) for the rubber surfacing. Engaging the customer in a more consultative manner by discussing cost-saving benefits would strengthen the approach. Overall, while the emotional appeal is valuable, a more balanced focus on the financial justification is needed.
6.
7
/ 10Question:
"What kind of support can we expect after the installation is completed?"
Answer:
Do you have a specific concern that comes to mind that you forsee needing support? After the initial installation is complete, we will send you a care instruction sheet that lays out the do's and don'ts of cleaning and caring for your surface. In addition, your 3 year workmanship warranty ensures that if you come across any issues you can give us a call and we will be out to address your concerns. Also you have my direct line so if you have any questions about cleaning or any other situations, I am available to you.
Feedback:
The response effectively acknowledges the customer's concern by asking if they have specific support needs, which demonstrates curiosity and a willingness to engage. However, it could be improved by providing more detailed information about the support services available, such as response times for service calls or specific examples of how issues have been handled in the past. While mentioning the care instruction sheet and warranty is valuable, elaborating on how proactive support can be offered or what the customer can expect in terms of ongoing engagement would strengthen the response. Overall, the answer builds some rapport but could further explore the value of the support offered post-installation.
7.
8
/ 10Question:
"Can I trust that your product will perform as promised, especially in extreme weather conditions?"
Answer:
What sort of extreme weather conditions are you concerned about? Our product is heat rated as shown by the spec sheet which I can share with you. We have surfaces that have held up in the Texas heat for years as well as surfaces that are holding up great in Canada in the extreme cold. We would be more than happy to connect you with those customers to put your mind at ease.
Feedback:
The response effectively engages the customer by asking for specifics about their concerns regarding extreme weather conditions, which shows curiosity and a willingness to understand their perspective. Mentioning that the product is heat rated and referencing the spec sheet provides some level of assurance. Additionally, citing examples of successful performance in both extreme heat and cold enhances credibility. Offering to connect the customer with existing clients is a strong approach to build trust. However, it could benefit from including any testing certifications or data that demonstrate the product's performance under various conditions. Overall, the response is solid but could provide even more value with specific performance metrics or third-party validations.
8.
5
/ 10Question:
"How will this choice affect our relationship with our current vendor?"
Answer:
Who is your current vendor? Do you have any specific concerns about how installing a new surface would affect that relationship? As our surface is not typically something that needs to be redone, I would be surprised to know that you have a rubber surfacing vendor that you already use.
Feedback:
The response demonstrates curiosity by asking about the current vendor and potential concerns regarding the relationship, which is a good approach. However, it lacks a proactive engagement that addresses the customer's concern about vendor relationships directly. Instead of expressing surprise, which could come off as dismissive, it would be more effective to acknowledge the importance of their existing partnerships. Additionally, offering reassurance about how transitioning to your product could be managed without disrupting their current relationships would further alleviate concerns. Including examples of how other clients have smoothly transitioned can also strengthen the response. Overall, while the inquiry shows an interest in understanding the customer’s situation, a more empathetic and supportive approach is needed.
9.
7
/ 10Question:
"What are your terms for maintenance and service level agreements post-installation?"
Answer:
We offer a yearly maintenance program that would ensure an annual followup to inspect your surface for any concerns as well as offers you a discount on your reseal if you sign up for said program. We encourage customers to reseal their surface atleast once every two years to help protect their investment. We also offer a product every 5-7 years that revitalizes the surface as it ages.
Feedback:
The response effectively outlines the maintenance program and highlights key benefits like annual inspections and discounts on resealing, which adds value to the customer's investment. However, it could be strengthened by including more specific details about the service level agreements, such as response times for repairs or specific coverage included in the maintenance program. Additionally, discussing the benefits of regular maintenance in preventing larger issues could further emphasize the importance of the program. Engaging the customer with questions about their current maintenance practices or specific concerns could enhance the consultative approach. Overall, the answer demonstrates a good understanding of the customer's needs but could provide more depth in terms of service expectations.
10.
7
/ 10Question:
"I'm concerned about the training requirements for our staff to manage this new surface effectively."
Answer:
I certainly understand a concern for training your staff on this new surface. What types of concerns do you have? Would you be opposed to setting up a time for us to come in and train your staff on the care and maintenance of the surface? We would gladly set something up and could also put together a cheat sheet for your staff that they can reference as the manage this new surface.
Feedback:
The response acknowledges the customer's concern about training, which is a positive start. Asking for specifics about their concerns demonstrates curiosity and a willingness to understand their needs. Offering to set up a training session and create a cheat sheet is a proactive approach that adds value. However, the response could be strengthened by providing more details about the training process, such as duration, format (in-person or virtual), and any previous success stories from similar clients. Additionally, including a reassurance about ongoing support after the initial training would further alleviate the customer's concerns. Overall, while the response is respectful and solution-focused, it could benefit from more detail and emphasis on the comprehensive support available post-training.