HVAC
Sales Assessment Results by Sam Wakefield
28
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's cut to the chase: your performance is not just lacking, it's way off the mark. An average score of 2.8 isn't just a signal; it's a siren blaring that something's got to change. You’re missing the mark on the most fundamental aspects of consultative selling. Customers want value, reassurance, and a clear understanding of how your solution meets their needs, yet you’re throwing out vague responses that lack specificity and fail to address their concerns.
Your strongest attempted technique seems to be showing curiosity about the customer's issues, but it's not enough to save you from the abyss. You need to transform that curiosity into actionable insights and detailed solutions. Right now, your responses are falling flat and come off as dismissive or overly casual, which isn’t going to build trust or credibility in the HVAC industry.
To turn this ship around, I strongly suggest you dive into the SPIN Selling and Consultative Selling techniques. Understanding how to ask the right questions and actively listen will help you uncover needs and position your offerings more effectively. It’s not just about what you’re selling; it’s about how you’re selling it.
Here’s your coaching moment: remember that every interaction with a prospect is an opportunity to build a relationship. Don’t just focus on closing the sale; focus on opening a dialogue. If you can master that, you won't just elevate your game—you’ll transform your entire approach to sales.
Question Breakdown
1.
0
/ 10Question:
"I'm not sure if the energy savings from a new HVAC system will really offset the initial investment."
Answer:
Oh, is that something you are concerned about?
Feedback:
The response fails to effectively address the customer's concern regarding energy savings and initial investment. It lacks detail and does not provide any value or insight, such as metrics or case studies that could alleviate the prospect's doubts. The tone is overly casual and does not reflect a consultative approach necessary for the HVAC industry. There’s no curiosity or discovery demonstrated, nor does it encourage further dialogue to explore the customer's needs. Overall, it misses an opportunity to showcase the potential ROI and benefits of the new HVAC system.
2.
3
/ 10Question:
"How can I be certain that this system will meet our needs without causing any disruptions during installation?"
Answer:
Remember the Google reviews we discussed earlier? Do you think we would have that many reviews at that high of rating from people in this neighborhood if we were not able to complete the project on time and were messing up people's houses all the time?
Feedback:
The response fails to directly address the customer's primary concern regarding potential disruptions during installation. While referencing Google reviews may build some credibility, it does not provide specific reassurances or examples of how the installation process is handled to minimize disruptions. A more effective response would include details about the company's installation process, customer testimonials relevant to installations, and a proactive approach to addressing potential issues. This approach would better align with consultative selling and demonstrate an understanding of the customer's needs and concerns.
3.
4
/ 10Question:
"With our current vendor relationship, I'm concerned about switching and if it will affect our service levels."
Answer:
Definitely a common concern and I understand how you feel, lots of our clients have felt that way, what they found is once they have used us even for a short time they say they would never switch back. Would you like to seey book of hand written letter about this very topic?
Feedback:
The response acknowledges the customer's concern but lacks specificity and does not directly address how the transition would be managed to ensure service levels are maintained. Citing that other clients have had a positive experience is a good start, but it would be more effective to include specific examples or testimonials that illustrate how service levels were maintained or improved during the switch. Additionally, the mention of a book of handwritten letters seems irrelevant and might confuse the prospect; instead, providing clear communication about the support offered during the transition would be more impactful. Overall, the response lacks a consultative approach, fails to build credibility, and does not explore the customer's pain points effectively.
4.
3
/ 10Question:
"What if we decide to upgrade our system later? Will this one still be compatible?"
Answer:
That's the best part about it, the way our company designs our work is to set you up for success in the future.
Feedback:
The response fails to directly address the customer's concern about future compatibility. While mentioning future success is positive, it lacks specific details about how the current system is designed for compatibility with potential future upgrades. Adding examples of previous installations that facilitated upgrades or clear information about the system's compatibility with new technologies would have strengthened the response. Overall, the answer lacks specificity and does not reassure the prospect effectively.
5.
1
/ 10Question:
"Our budget is tight this quarter; can we discuss flexible payment terms or options?"
Answer:
Budget is tight this quarter?
Feedback:
The response does not effectively address the customer's concern about tight budget constraints and fails to offer any value or solutions regarding flexible payment terms. A more productive approach would involve acknowledging the budget issue and proactively suggesting potential options, like payment plans or financing solutions that can help accommodate their financial situation. This would demonstrate empathy, an understanding of the customer's needs, and a willingness to collaborate on a solution. Overall, the response lacks depth and does not facilitate further discussion on how to move forward.
6.
4
/ 10Question:
"We've had a few hiccups with previous implementations – how do I know this will be different?"
Answer:
What types of hiccups in the past?
Feedback:
The response shows some curiosity by asking about the specific issues encountered in past implementations, which is a good start for understanding the customer's concerns. However, it falls short of providing any reassurance or solutions that could address the objection. A more effective response would acknowledge the customer's worry and offer insights into how your company addresses past hiccups, including examples of improvements made or assurances of a smoother process. Overall, while it shows a willingness to listen, it lacks depth and fails to build trust or confidence in your ability to deliver a successful implementation.
7.
4
/ 10Question:
"With so many options out there, how can I be sure this is the most cost-effective solution?"
Answer:
When you say cost effective, are you asking about low price or value for your dollar?
Feedback:
The response indicates some curiosity by asking the prospect to clarify their definition of cost-effectiveness, which is a positive step towards understanding their needs. However, it lacks a direct answer or assurance regarding the value of your specific solution in comparison to others. A more effective response would highlight key differentiators of your product or service, provide examples of cost savings or ROI, and address both low price and value comprehensively. Overall, while it shows engagement, it does not sufficiently reassure the prospect or demonstrate a strong understanding of their concerns about cost-effectiveness.
8.
1
/ 10Question:
"I need to check with our finance team; they usually want clear ROI metrics before approving this kind of expenditure."
Answer:
Great, I wouldn't expect anything less. Do they know you are in this appointment right now?
Feedback:
The response is dismissive of the prospect's need for clear ROI metrics and fails to address their concern. Instead of acknowledging the importance of discussing ROI with the finance team, it shifts the focus to whether the team knows about the appointment, which can come across as irrelevant and unprofessional. A more effective response would involve expressing understanding of the need for ROI metrics and offering to provide detailed information or documentation that highlights potential return on investment, thereby facilitating the conversation with the finance team. This would demonstrate active listening, empathy, and a consultative approach.
9.
5
/ 10Question:
"What training will my staff need, and how will that impact our daily operations during the transition?"
Answer:
That's exactly why more of your neighbors choose us more than our competitors regardless of any price difference. We have dedicated technicians to ensure this is a white glove transition with minimal new training for your staff so they can stay productive and uninterrupted.
Feedback:
The response attempts to address the concern by emphasizing that there will be minimal training needed for the staff, which is a positive point. However, it does not directly answer the question about what training will be required or how operations will be impacted. It mentions a 'white glove transition' but lacks detail on what that entails or how the transition will be managed to ensure minimal disruption. Providing specific examples or a brief outline of the training process and support would be more effective in reassuring the prospect. Overall, while the intention is good, the response lacks clarity and specificity needed for a consultative approach in the HVAC industry.
10.
3
/ 10Question:
"Our stakeholders have varied priorities, and I need more time to gather consensus on this decision."
Answer:
Varied priorities? Is this a lower importance project?
Feedback:
The response acknowledges the objection but does not provide a constructive way forward. By asking if it’s a "lower importance project," it risks coming off as dismissive or lacking empathy for the complexity of the stakeholder dynamics. A more effective approach would have been to express understanding of the challenge in aligning priorities and offer to assist in gathering the necessary information or facilitating discussions to help reach a consensus. This would demonstrate a collaborative attitude and strengthen the relationship with the prospect.