Customer service
Sales Assessment Results by John Oghayan
79
Professional Closer
10 questions
Maximum score: 100
Completed in
You’ve demonstrated commendable skills in addressing prospects' concerns and providing detailed solutions, showcasing a strong grasp of consultative and relationship selling. Your ability to acknowledge issues and outline clear, actionable responses has been your standout quality, as reflected in your high average score. However, there’s a consistent pattern of needing more personalization and proactive engagement in your responses. While your responses are solid, they often lack the depth of storytelling and specific examples that could significantly enhance your credibility and connection with prospects. To elevate your game, I recommend diving deeper into storytelling techniques and incorporating more evidence-based examples in your conversations. Remember, sales is as much about the connection as it is about the solution. Here’s your coaching moment: think of each interaction as a chance to create a narrative that resonates with your prospect. Get comfortable sharing stories that not only showcase your product but also create a bond with your listener. Your responses are strong, but let’s push for that extra layer of engagement that transforms a good pitch into a great one.
Question Breakdown
1.
6
/ 10Question:
"I'm concerned about the ongoing costs involved with your service; can you explain the total cost of ownership?"
Answer:
Thank you for your concern, and I truly appreciate you bringing this up.
The total cost of ownership for our service includes more than just the initial paymentit covers ongoing support, maintenance, updates, and access to exclusive features that ensure you get long-term value. Unlike one-time purchases that can become obsolete or unsupported, our service is structured to evolve with your needs, giving you consistent reliability and performance.
We also provide transparent pricing with no hidden charges. In fact, many of our clients find that the return on investment through time saved, better results, and dedicated support far outweighs the cost over time.
If you’d like, I can walk you through a customized cost breakdown and highlight areas where we help you save in the long run.
Feedback:
Your response effectively acknowledges the prospect's concern and provides a thorough breakdown of the total cost of ownership. However, there are areas for improvement. Clarify the initial payment by fixing the missing space ('initial paymentit'), and ensure the tone remains conversational throughout. While you mention the value of ongoing support and ROI, including specific examples or data points could strengthen your position. Offering to provide a customized breakdown is a good step toward uncovering more needs, but proactive questions to engage the prospect further would enhance discovery and collaboration. Overall, your response is solid but could benefit from more personalization and engagement.
2.
7
/ 10Question:
"How will your customer service solution integrate with our existing systems without causing major disruptions?"
Answer:
Thank you for raising that it’s a very valid concern.
We’ve designed our customer service resolution process to be seamless and minimally invasive,ensuring it integrates smoothly with your existing system. Our technical team begins by conducting a compatibility assessment, identifying any potential friction points before implementation begins.
We also offer phased integration which means we gradually align our system with yours in stages, to prevent downtime or disruption to your daily operations. Plus, we assign a dedicated integration specialist who works hand-in-hand with your internal team to ensure everything functions harmoniously.
Should any issues arise, our 24/7 support team is on standby to resolve them swiftly. Our goal is not just to plug into your system, but to enhance it without interrupting your flow.
Feedback:
Your response effectively acknowledges the prospect's concern and provides a clear outline of how your solution will integrate with their existing systems. The mention of a compatibility assessment and phased integration demonstrates a thoughtful approach. However, there are a couple of areas for improvement. Firstly, the phrasing could be more conversational; consider breaking down technical terms for clarity. Additionally, including a specific example of a previous successful integration could build credibility and trust. Lastly, asking a follow-up question to further engage the prospect could enhance the collaborative aspect of the conversation. Overall, it's a solid response but could benefit from more personalization and examples.
3.
8
/ 10Question:
"We already have a vendor we're comfortable with; what makes your offering stand out?"
Answer:
Thank you for sharing that I completely respect the relationship you’ve built with your current vendor.
What sets us apart is our ability to complement and even enhance what you're already getting. Our solution offers measurable improvements in performance, faster response times, and stronger customer engagement metrics. We focus on delivering consistent value through real-time support, seamless integration with existing systems, and a flexible, scalable structure tailored to your growth.
Additionally, we provide transparent pricing, a dedicated success manager, and a no-risk pilot program so you can evaluate our service in your own environment without disrupting your current setup.
We’re not just another vendor we aim to be a strategic partner who grows with you. I’d be happy to provide a side-by-side comparison so you can see the difference for yourself.
Feedback:
Your response effectively acknowledges the prospect's existing relationship with their vendor, which builds rapport. Highlighting how your solution can complement and enhance their current setup is a strong approach. You clearly outline measurable improvements and transparency in pricing, which adds credibility. However, consider elaborating on specific metrics or case studies that demonstrate your claims, as that would provide more proof of your value. Additionally, engaging the prospect with a follow-up question about their current vendor's limitations could enhance discovery. Overall, it's a solid response with good potential for improvement in evidence and engagement.
4.
8
/ 10Question:
"I worry that our team might not have the bandwidth to handle the implementation right now; how do you address that?"
Answer:
That’s a very understandable concern, and it’s something we’ve planned for.
Our implementation process is designed to be lightweight on your team and heavy on our support. From the start, we assign a dedicated implementation specialist who handles the bulk of the setup, integration, and onboarding tasks keeping your team’s involvement to a minimum.
We also offer flexible timelines and can roll out in **phases** that align with your team’s current capacity. Training and support are handled by us, and we ensure everything is documented and user-friendly so your team feels confident without being overwhelmed.
In short, we do the heavy lifting so you can focus on your core responsibilities while still moving forward with an upgrade that adds long-term value.
Feedback:
Your response effectively acknowledges the prospect's concern regarding bandwidth and reassures them by emphasizing your support during the implementation process. The mention of a dedicated implementation specialist and a phased rollout is a strong point, showcasing your commitment to minimizing the burden on their team. However, consider adding a specific example or anecdote that demonstrates how you've successfully helped other companies in similar situations. Incorporating a follow-up question to further assess their team's capacity or specific concerns could enhance engagement and discovery. Overall, it’s a solid response but could benefit from deeper personalization and interaction.
5.
9
/ 10Question:
"What kind of training and support do you offer to ensure our staff can effectively use your service?"
Answer:
Great question and it’s one we take seriously because the success of our service depends on your team’s confidence in using it.
We provide comprehensive, hands-on training tailored to different user roles whether it’s frontline staff, admins, or managers. This includes live virtual sessions, on-demand video tutorials, step-by-step user guides, and practical walkthroughs.
Beyond training, we offer 24/7 customer support through chat, email, and phone, as well as a dedicated account success manager who stays with you post-launch to answer questions, resolve issues quickly, and ensure ongoing optimization.
We also conduct periodic check-ins and refresher sessions as needed so your team stays updated and empowered every step of the way.
Feedback:
Your response effectively addresses the prospect's concern about training and support, highlighting a comprehensive approach tailored to different user roles. Mentioning various formats for training, such as live virtual sessions and on-demand tutorials, demonstrates flexibility and commitment to the team's learning. The inclusion of 24/7 customer support and a dedicated account success manager adds significant value, as it reassures the prospect of ongoing assistance after implementation. However, consider sharing a success story or a specific example of how your training has positively impacted other clients, as this could enhance credibility. Additionally, asking a follow-up question to gauge any specific training needs or concerns from the prospect's team could foster more engagement. Overall, it's a strong response with potential for added personalization and engagement.
6.
8
/ 10Question:
"I've noticed some negative reviews online; how do you address quality concerns from new customers?"
Answer:
Thank you for being transparent that’s something we truly value.
We’re aware that no company is immune to occasional negative feedback, but what sets us apart is how we respond to it. Every concern raised is taken seriously, thoroughly investigated, and used as a stepping stone to improve our service. Many of the issues mentioned in earlier reviews have already been addressed through system upgrades, policy adjustments, and staff training.
In fact, a large number of our current clients came on board after raising similar concerns and have since become some of our most satisfied partners. We’d be happy to share recent case studies or testimonials that reflect the real-time improvements we’ve made.
Our focus is not just on delivering quality, but on continually earning your trust by being responsive, transparent, and proactive.
Feedback:
Your response effectively acknowledges the prospect's concern about negative reviews, showing that you value transparency. You outline a proactive approach to addressing quality issues, which is crucial for building trust. Mentioning that past clients have overcome similar concerns adds credibility and demonstrates your commitment to improvement. However, consider providing specific examples or statistics that illustrate the positive impact of your improvements. Asking the prospect if they have specific reviews in mind could engage them further and tailor your response. Overall, it's a strong response, but more specificity and engagement could enhance its effectiveness.
7.
8
/ 10Question:
"What if our needs change over time? How scalable are your solutions for future growth?"
Answer:
That’s a fantastic question—and future scalability is something we’ve prioritized from the ground up.
Our solutions are built to be **fully modular and scalable**, which means as your needs evolve—whether you're expanding your team, adding new services, or entering new markets—our system can grow right alongside you without requiring a complete overhaul.
You can **add or adjust features**, increase user access, and scale service levels at any point, all while keeping your data and configurations intact. We also offer **periodic reviews and strategy sessions** to ensure our service continues to align with your changing business goals.
So whether you’re scaling up, pivoting, or even streamlining, we’re designed to flex with you—seamlessly.
Feedback:
Your response effectively addresses the prospect's concern about scalability, clearly outlining how your solutions are modular and designed for growth. The mention of expanding teams, adding services, and entering new markets shows an understanding of potential changes in the client's needs. Additionally, offering periodic reviews and strategy sessions emphasizes a commitment to alignment with the client's evolving goals.
However, consider adding a specific example or anecdote that illustrates how you've successfully supported other clients in scaling their operations, as this would enhance credibility. Also, engaging the prospect with a follow-up question about their specific growth plans could foster a more collaborative dialogue. Overall, it’s a solid response, but a bit more personalization and evidence could further strengthen it.
8.
8
/ 10Question:
"I'm not sure we have the budget for this right now; could you help me justify the ROI to my team?"
Answer:
That’s a very valid concern, and I’d be glad to help you build a strong case for ROI.
Our service is designed not just as a cost—but as a **value-driving investment**. By improving efficiency, reducing manual workloads, and enhancing customer satisfaction, many of our clients see measurable results such as **increased retention, faster turnaround times, and reduced support costs**—all of which translate directly to your bottom line.
We can provide a **custom ROI breakdown** based on your specific operations, highlighting projected savings and performance gains over time. This will give your team a clear picture of the **long-term value versus short-term cost**.
Also, we offer flexible plans that can be adjusted to fit your current budget while still delivering results.
Let me know if you'd like us to prepare that tailored analysis—I’d be happy to assist.
Feedback:
Your response demonstrates a strong understanding of the prospect's budget concerns and effectively positions your service as a value-driving investment. By highlighting improvements in efficiency, customer satisfaction, and measurable results, you create a compelling case for ROI. Offering a custom ROI breakdown tailored to their operations is an excellent way to provide clarity and support for their decision-making process.
Additionally, mentioning flexible plans to accommodate their budget further enhances your value proposition. However, consider including a specific success story or example that illustrates how other clients have realized significant ROI after implementing your service. Engagement could also be improved by asking a question about their specific budget constraints or any metrics they currently track to strengthen your collaborative approach.
Overall, this is a solid response that could be elevated with additional evidence and more proactive engagement.
9.
8
/ 10Question:
"The project timeline is tight; how quickly can we realistically get up and running with your service?"
Answer:
Absolutely, and thank you for raising that.
We’re fully equipped to handle **tight timelines** without compromising quality. Our onboarding process is **streamlined and structured**, allowing us to get you up and running in as little as **a few days**, depending on the scope of your needs.
We assign a **dedicated implementation team** who work closely with you from day one—handling setup, configuration, training, and initial testing. We also provide **pre-built templates, automation tools, and best-practice frameworks** to accelerate deployment.
In short, we take care of the heavy lifting so your team can focus on using the service effectively—**not setting it up**.
If you'd like, I can walk you through a timeline that matches your project deadlines and show how we’ll make it work smoothly.
Feedback:
Your response effectively addresses the prospect's concern about a tight project timeline by reassuring them of your ability to meet their needs without sacrificing quality. The emphasis on a structured onboarding process and the assignment of a dedicated implementation team are strong points that demonstrate your commitment to support. However, consider providing more specific information about the timeline, such as typical durations for each phase of implementation, which can help set clearer expectations.
Additionally, mentioning past successes or examples of how you've helped other clients meet tight deadlines could bolster your credibility. The offer to walk through a timeline tailored to their needs is excellent for fostering engagement and collaboration. Overall, it’s a solid response but could be enhanced with specific examples and clearer expectations.
10.
9
/ 10Question:
"Can you provide examples of similar companies that have successfully implemented your solution and the impact it had on their operations?"
Answer:
Absolutely—and I completely understand how important real-world success stories are when making a decision.
Several companies across different industries have successfully implemented our solution and seen **transformative results**. For example:
* **A mid-sized eCommerce brand** reduced their customer response time by **40%** and increased repeat purchases by **22%** within the first three months of adoption.
* **A logistics firm** streamlined their service requests and improved operational transparency, leading to a **25% boost in service delivery efficiency**.
* **A fintech startup** integrated our support tools with their CRM, which helped them scale from 5 to 30 agents seamlessly while maintaining a **customer satisfaction score above 90%**.
We’d be happy to share detailed case studies or connect you with one of our existing clients for a first-hand account. These examples reflect not just success—but **replicable impact** we can bring to your organization as well.
Feedback:
Your response effectively acknowledges the prospect's need for real-world examples, which demonstrates your understanding of their concerns. You provide specific and quantifiable outcomes from different companies, which adds credibility to your claims and showcases the potential impact of your solution. The diversity of industries mentioned also helps in broadening the appeal of your service.
However, consider offering more context about the challenges these companies faced before implementing your solution, as this could help create a stronger narrative around the transformation. Additionally, proactively inviting questions or asking the prospect about their specific needs could further enhance engagement.
Overall, it's a strong response, but a bit more context and engagement could elevate it even further.