Roofing
Sales Assessment Results
68
Developing Closer
10 questions
Maximum score: 100
Completed in
Let’s be real here; you’ve got some good instincts, but you’re missing the mark on several key points. Your strongest technique shines through in your ability to acknowledge customer concerns and provide relevant examples, particularly in the responses that scored 8. However, there’s a consistent pattern of shallow engagement that keeps dragging your scores down. You need to dig deeper into addressing the specifics of customer concerns and provide richer, more thorough solutions. It’s not enough to just say you understand their worries; you need to back it up with data, testimonials, and a compelling narrative that shows you’re not just a salesperson but a trusted advisor.
To elevate your game, focus on honing your solution-focused approach and storytelling in your sales conversations. Think beyond the surface; illustrate the value of your solutions with tangible benefits and customer success stories.
Here’s your coaching moment: remember that sales is not just about pushing for a close; it’s about forging relationships and building trust. Ask better questions, listen actively, and articulate your value propositions with clarity and confidence. You have the potential to be great, but you’ve got to be willing to put in the work to transform your solid foundation into a powerhouse performance.
Question Breakdown
1.
5
/ 10Question:
"I'm concerned about the long-term durability of your roofing materials compared to what we've used before."
Answer:
I can totally understand your concerns! If I’m hearing you right you care about a quality product right? So if I were able to provide a product that you approved of would I be the right person to put your new roof on?
Feedback:
The response demonstrates some understanding of the customer's concern, but it lacks depth in addressing the specific issue of long-term durability. While the salesperson acknowledges the concern, they do not provide any informative details about the materials used, their benefits or warranties that could help alleviate the prospect's worries. The closing question is a bit presumptive without first addressing the objection comprehensively. The tone is friendly, but it could benefit from more detailed information to build trust and confidence. Overall, the response could be significantly improved by incorporating a solution-focused approach, perhaps discussing the durability of the materials and backing it up with data or testimonials.
Score: 5
2.
6
/ 10Question:
"Given the current economic climate, how can we justify spending on an upgrade right now?"
Answer:
Yes I can absolutely relate to your concerns with the economy the way it is. Let me show you how much value I added to Mr smiths house by installing a new metal roofing system. Not only did he save a ton from buying now, but as you know since you follow the economic state everything continues to go up in price. If I could provide you with a reasonably priced roof wouldn’t you want to take advantage of the prices before they increase in April?
Feedback:
The response acknowledges the prospect's concern about the economic climate, which is a good start in addressing their objection. However, it could be improved by using a more structured approach to explore the prospect's specific situation and needs. For example, asking questions about their current roof condition or their long-term plans could demonstrate curiosity and discovery. The mention of Mr. Smith adds a personal touch but lacks depth; sharing specific benefits or metrics from that case would enhance the value exploration. The urgency to act before prices increase is a good closing technique, but it could be more compelling if tied back to potential savings or long-term benefits of the upgrade. Overall, there's a decent attempt at a solution-focused approach, but the communication could be clearer and more tailored to the prospect's unique situation. Score: 6
3.
7
/ 10Question:
"What guarantees do you offer if the installation doesn't hold up as promised?"
Answer:
That’s a great question! To start with we offer a 5 year workmanship warranty which means if you have any issues we will send someone out to address them free of charge. Let me show you a couple reviews from our previous customers who we needed to go back out when things were not up to par. What was the last persons warranty like that installed this roof?
Feedback:
The response effectively acknowledges the objection by confirming the existence of a workmanship warranty, which is a strong point in the roofing industry. However, it could be improved by elaborating on the warranty terms and conditions to provide more clarity and assurance. The transition to customer reviews is a good idea as it builds trust through social proof, but it should be connected back to the warranty to create a stronger narrative. The last question about the previous warranty is somewhat abrupt and could be seen as deflecting instead of engaging the prospect. Instead, consider asking a follow-up question that encourages the customer to express their concerns more deeply, which would demonstrate active listening and curiosity. Overall, the communication is clear, but it lacks depth in exploring the value of the warranty and building a collaborative rapport.
4.
7
/ 10Question:
"I've heard mixed reviews about your company; can you explain how you've addressed past customer issues?"
Answer:
Yes absolutely! For example Mrs smith had found some debris left behind from the crew, although this isn’t a normal occurrence but can happen at times depending on certain conditions. We immediately went out and cleaned up all the remaining debris and also gave her a small credit to go towards her recently started landscaping project. We value all feedback positive or negative as this is how we can continue to improve.
Feedback:
The response effectively addresses the concern by providing a specific example of how the company handled a past customer issue, which helps build credibility. The explanation demonstrates a commitment to customer satisfaction and a willingness to improve, which aligns with a solution-focused approach. However, it could benefit from a clearer communication of overall customer feedback trends and how the company proactively prevents issues in the first place. Additionally, it lacks a direct closing technique to reassure the prospect and encourage further engagement. Overall, it shows some level of curiosity and active listening by acknowledging the customer's feedback, but it could have asked more probing questions about the prospect's specific concerns or experiences.
Score: 7
5.
7
/ 10Question:
"With so many options out there, what makes your roofing solution stand out from the competition?"
Answer:
I would have to say with us it’s not about the products or services as much as it is our vision. Have you seen our website? Let me show you what I mean, our vision is to help one person a day whether that be a roof over their head or a smile in passing. Our company is faith based and we have a team full of comeback stories. What has stood out for you with previous contractors you have worked with or would matter the most to you when working with them?
Feedback:
The response effectively highlights the company's vision and values, which can resonate with the prospect on a personal level. However, it lacks a direct answer to the objection about what specifically makes their roofing solution stand out in terms of product or service quality. While the emotional appeal is strong, it could benefit from including specific differentiators such as warranty, material quality, or customer satisfaction ratings. The question at the end demonstrates curiosity and invites the prospect to share their experiences, which is excellent for engagement. Overall, while the emotional connection is valuable, a more balanced approach that includes tangible benefits would improve the response significantly.
6.
8
/ 10Question:
"I'm worried about how the installation process will impact our daily operations; can you elaborate on that?"
Answer:
That is a very valid concern! Let me break down our process from start to finish briefly. You will get multiple updates via email, text, and calls about the build. Schedule will come out a week in advance (more if needed for your situation) within these emails you will get specific directions on what to expect along with a form that comes when we sign you up. Materials would deliver the day of the build straight up to your roof where the crew will unload them. Dumpster placement will be at your desired location to avoid any disruptions of getting in and out of your house. Most builds are done start to finish in 1 day with a very thorough clean up. What would you say would be your biggest concerns within your daily operations so I can do my best to accommodate you.
Feedback:
The response effectively addresses the customer's concern about the installation process by providing a clear outline of the steps and emphasizing communication throughout. You demonstrated good active listening by acknowledging the objection and inviting the customer to share specific concerns, which encourages a collaborative approach. However, while the details about the process are helpful, it could benefit from a more solution-focused approach that reassures the prospect about minimizing disruptions. Additionally, consider closing with a summary that reaffirms your commitment to accommodating their needs. Overall, this response shows promise but could be improved with a bit more empathy and assurance regarding their operations.
Score: 8
7.
7
/ 10Question:
"What additional costs might arise post-installation that we should be aware of?"
Answer:
Well Mrs Smith the most common items that would come up to cause additional costs would be bad decking and permit fees. As you know it’s hard to know if the wood underneath the shingles is bad or not, but good part is during my inspection it looked like you may only have a couple spots that would need addressed, we will cover the cost of those items during the contract signing but I’ve seen anywhere from $105- $500 on average when it comes to decking we would show you with pictures and detailed explanations of why and how the wood will be replaced before proceeding as well. While the permit fees vary but typically fall between $50-$150.
Feedback:
The response effectively addresses the concern about potential additional costs by identifying specific items (bad decking and permit fees) that could arise post-installation. It communicates clearly and maintains an appropriate tone for the roofing industry, which is often straightforward and practical. However, while it provides a range for costs, it could benefit from a more solution-focused approach by emphasizing the value of your thorough inspection and transparency throughout the process. You might also consider asking if there are any other concerns Mrs. Smith has about costs or the installation process to encourage a discussion. Overall, it lacks a clear closing technique to reassure the prospect of moving forward despite the potential additional costs. A score of 7 reflects a solid response but leaves room for more engagement and value exploration.
8.
7
/ 10Question:
"We have a tight budget for this fiscal year; can you work with us on pricing to make this feasible?"
Answer:
Man I can understand a tight budget! My wife and I are expecting and have been tightening our budget as well! We have many options to fit your budget, let me show you a few! We have a good, better , and best solution to fit anyone’s needs. We also offer financing What does your budget look like at this time? What would be feasible for you? If I can get within your budget would you be ready to choose me as your roofing contractor?
Feedback:
The response effectively acknowledges the prospect's concern about the budget and relates it to a personal experience, which adds a human touch. However, it could be more structured by clearly outlining the value of the options being offered and how they align with the prospect's needs. While it does a good job of presenting multiple pricing options (good, better, best), it could also benefit from a brief explanation of the benefits of each option to help the prospect understand their choices better. The closing question about readiness to choose the contractor is effective, but it could be reinforced by summarizing the unique value proposition. Overall, the response is friendly and engages the prospect, but it lacks a bit of depth in value exploration and could use more clarity in presenting solutions.
Score: 7
9.
6
/ 10Question:
"Our team is already swamped with other projects; how quickly can you have this installed without adding more strain?"
Answer:
Is there a specific time frame you would like us to meet? We value ourselves on being able to deliver our services in a timely and professional manner. A project of this size would normally take about 3-5 days. With that being said fb said we can definitely work around your teams schedule to help relieve some pressure
Feedback:
The response addresses the concern of timing but lacks specificity in the follow-up. While asking about a specific time frame is a good approach, it could have further explored the implications of their current workload and offered potential solutions to alleviate their strain. The tone is professional, but it could be more empathetic towards the prospect's situation. Additionally, mentioning how you can adapt the schedule to fit their needs is a positive aspect, but providing more detail on how you plan to do this could enhance the response. Overall, there is a solid foundation, but it needs more depth and clarity to fully address the prospect's concerns and build rapport.
Suggestions for improvement include:
1. Acknowledging their current workload more empathetically.
2. Offering specific strategies or options for installation that wouldn't overload their team.
3. Asking if there are any specific projects they have in mind that could be impacted by your installation.
10.
8
/ 10Question:
"Can you provide specific examples of successful projects similar to ours that your team has completed recently?"
Answer:
Absolutely! Let me pull up some of our recent commercial projects such as this one just on the other side of town. We installed a 50 mil Durolast roof on all 4 buildings, this one is similar to your situation due to the number of units to accommodate and the style of roof. We put out flyers for all the tenants to inform them of the process and included contact information for immediate response and peace of mind. Along with this one we have several more in the area I can provide you with the addresses and contact information so that you can hear the feedback directly from them!
Feedback:
The response effectively addresses the objection by providing a specific example of a recent project that relates to the prospect's needs. The mention of a similar roofing style and the proactive communication with tenants demonstrates an understanding of the customer experience. However, while the example is relevant, it lacks a bit of storytelling that could enhance engagement and build rapport. Including more about the outcomes or benefits of this project would also strengthen the value proposition. Overall, the tone is appropriate for the roofing industry, and the offer to provide references shows a collaborative approach. A closing technique, such as suggesting a follow-up meeting to discuss more details, could further enhance the response.
Score: 8