Mold Remediation
Sales Assessment Results
63
Developing Closer
10 questions
Maximum score: 100
Completed in
Let's get real here. Your performance is hovering in the average zone, and while you've shown some potential, there’s a significant gap when it comes to executing effective sales techniques. You did demonstrate some solid awareness of the customer's relationships and concerns, which is commendable. However, you often fell short in crafting a compelling narrative around the value of your solutions, leaning too heavily on defense rather than engaging collaboratively. You need to sharpen your focus on developing a solution-oriented mindset and truly understanding the customer's pain points.
Your strongest techniques seem to revolve around acknowledging objections and maintaining a conversational tone, but you need to push further into deeper engagement and exploration of the prospect's needs. The Challenger Sale and Solution Selling techniques would serve you well; they both emphasize the importance of questioning and understanding the customer's perspective while offering fresh insights.
Here’s your coaching moment: remember that selling isn’t just about presenting solutions; it’s about crafting a story that resonates with your clients. Every conversation should feel like a partnership, not a pitch. Shift from simply addressing objections to creating a dialogue that builds trust and rapport. Get curious, and don’t shy away from challenging their thinking. Lean into those opportunities and watch your scores rise.
Question Breakdown
1.
4
/ 10Question:
"I'm not sure if the cost of your mold remediation service fits into my current budget, can you help me understand the ROI?"
Answer:
Sure! Often time if you don’t handle the mold situation the house won’t close. So the real question is how badly do you want this house?
Feedback:
The response addresses the objection but does so in a somewhat confrontational manner. While it highlights the urgency of addressing mold issues, it lacks a clear exploration of ROI, which is the customer's main concern. Instead of challenging the customer's desire for the house, a more effective approach would involve asking questions to understand their budget constraints better and explaining how the cost of remediation can save them money in the long run (e.g., preventing health issues or property damage). The tone could be more collaborative and empathetic to build rapport. Overall, the response could benefit from a solution-focused approach and clearer communication about value.
Score: 4
2.
5
/ 10Question:
"I have a good relationship with my current vendor; why should I consider switching to your service?"
Answer:
I fully understand that you have a great relationship with your current vendor. However, I would love to be considered if you ever need a second opinion or if your current vendor is unavailable. However does that sound?
Feedback:
The response acknowledges the prospect's existing relationship, which is a positive start. However, it lacks depth in addressing the concern. It could have explored the implications of sticking with their current vendor, such as potential risks or limitations they may not be aware of. Instead of merely offering to be a backup option, the salesperson could have highlighted unique benefits or value propositions that differentiate their service from the current vendor's offerings. Asking open-ended follow-up questions to further understand the prospect's needs and exploring any dissatisfaction with their existing vendor would have demonstrated curiosity and discovery. Overall, the communication was clear, but it missed an opportunity to effectively challenge the status quo and provide a compelling reason to switch.
Score: 5/10 for acknowledging the customer's relationship but lacking a strong solution-focused approach and deeper engagement.
3.
6
/ 10Question:
"What if I just wait until the seasonal mold problem becomes more urgent before making any decisions?"
Answer:
You could do that. However, given that the mold was found in a home inspection report for closing on a house you may not be able to close if you wait to fix the problem. Let me ask you what is holding you up from moving forward? Is there a part of what we are doing that makes you nervous?
Feedback:
The response effectively acknowledges the objection by highlighting the potential consequences of waiting, which is a good start. However, it could benefit from further exploration of the prospect's feelings and concerns to build rapport and understanding. Asking 'what is holding you up' is a good follow-up, but it could be framed more positively to encourage dialogue. Additionally, it could emphasize the urgency and risk involved in not addressing the mold issue now, possibly incorporating elements of the Challenger Sale or Solution Selling techniques. Overall, while there’s a decent attempt at engaging the prospect, it feels slightly defensive rather than collaborative or solution-focused.
To improve, consider a more empathetic tone and a clearer articulation of the value of acting now rather than later, perhaps by sharing a story or a statistic about the dangers of mold.
Score: 6
4.
8
/ 10Question:
"How can I be sure your solution will actually resolve my mold issue without creating new problems?"
Answer:
I fully understand your concern. We do a pre and post test to ensure our work is done correctly. The technician who over sees your job has over ten years of construction experience, 5 years of mold work and is a trained home inspector. So he is highly skilled at projects like yours.
We also offer a 90 day warranty on all of our work to ensure client’s satisfaction. Not to mention we are licensed and insured.
But let me ask, are there any specific things you are worried about getting messed up in the process?
Feedback:
The response effectively addresses the concern by providing assurance through pre and post testing, the technician's qualifications, and a warranty. However, it could benefit from a more solution-focused approach by explaining how these measures specifically prevent new problems. The tone is appropriate and expresses understanding, which helps build rapport. The final question shows curiosity and invites further discussion about specific concerns, which is a good practice. Overall, it demonstrates active listening and a collaborative approach, but it could further explore the value of the service and the technician's expertise.
Score: 8
5.
8
/ 10Question:
"Can you explain how your solution is different from the other options available on the market?"
Answer:
Sure! I would love to share how we stand out in the market place!
We are designed to keep fast turn around to get the job done before you reach the closing table. While many of our competitors can’t not operate in the same time lines.
Since they work with insurance claims they come out within 2 hours but it can take months to finish a claim with them.
While we are designed to work specifically with Realtors. We get quotes done during due diligence and can get the job done before closing in most cases.
We always offer our Realtor partners free quotes and we have a program to take payment at the closing table.
Our team is made up of people trained as Realtors and home inspectors so we understand how to preserve the integrity of the property and the real estate process.
Do you have any specific questions I could answer about our services or how we operate?
Feedback:
The response effectively addresses the objection by highlighting unique selling points, such as quick turnaround times, a focus on working with Realtors, and the expertise of the team. It clearly differentiates your solution from competitors and illustrates the value of working specifically within the real estate process. However, the communication could be clearer and more concise, as it tends to be a bit wordy. The closing question shows curiosity and encourages further discussion, which is great. Overall, the tone is appropriate for the industry, but it could benefit from a bit more structure to enhance clarity.
**Score: 8**
6.
6
/ 10Question:
"I need to get approval from my manager, and I'm not confident that they'll see the value in this investment."
Answer:
I understand. Is there a way I could meet with them to answer any questions they may have?
Feedback:
Your response is a good starting point, as it shows you are willing to engage with the decision-maker directly, which demonstrates proactivity. However, you missed an opportunity to emphasize the value of your solution and address the prospect's concerns more thoroughly. Consider offering to provide information or a presentation that outlines the benefits of the investment, perhaps even including case studies or testimonials to help sway their manager's decision. Also, asking about the specific concerns their manager might have could help you tailor your approach effectively. Overall, you showed good curiosity and a collaborative approach but could have highlighted the value more effectively.
Score: 6
7.
7
/ 10Question:
"I'm concerned that the disruption caused by remediation will interfere with my employees' productivity."
Answer:
That is a valid worry. However, we can work around your team and your operating hours.
Would it be easier for us to come in the evening and weekends? Or during the day?
Feedback:
The response effectively acknowledges the prospect's concern about productivity disruption, which demonstrates active listening and an understanding of their perspective. However, it could have been further strengthened by elaborating on how your remediation process minimizes disruption or by sharing past success stories of other clients who faced similar concerns. The closing technique of offering flexible scheduling options is good, as it shows a solution-focused approach, but it could also include a question that invites further dialogue or exploration of their specific needs. Overall, it’s a solid response but lacks depth in value exploration.
8.
7
/ 10Question:
"What kind of post-purchase support do you offer to ensure ongoing satisfaction with the service?"
Answer:
We offer a clearance letter and a clear mold test on all of jobs to provide your underwriters the information needed to get you to the closing table.
We also have a 90 day warranty on all of our jobs. However, we also offer a 1 year and and a 5 year warranty for purchase. Our warranty states if there is any issue that stems from your scope of work we will cover it free of charge. Would you like to purchase a warranty?
Feedback:
The response effectively addresses the objection by outlining the post-purchase support options, including a clearance letter, clear mold tests, and warranty options. However, the transition into asking whether they'd like to purchase a warranty feels a bit abrupt and could have benefited from more curiosity and discovery about the customer's specific needs or concerns regarding warranties. Asking open-ended questions could help gauge their interest in additional support and build rapport. Additionally, while the information provided is valuable, it could be presented in a more conversational tone to enhance engagement. Overall, it shows understanding but lacks some collaborative elements and a consultative approach to further explore the customer's needs.
Score: 7
9.
6
/ 10Question:
"I've heard mixed reviews about your company – how can I trust that you'll deliver on your promises?"
Answer:
Maybe you can’t and I can understand that feeling, so many contractors not doing the right thing.
I can assure you we do amazing work but given your worries, we can offer to accept payment at closing once the job is done and passed a mold test. How does that sound?
Feedback:
The response addresses the objection by acknowledging the customer's concerns, which is good. However, the initial remark 'Maybe you can’t' is somewhat dismissive and could undermine trust rather than build it. A more proactive approach would involve sharing specific examples or testimonials that demonstrate the company's reliability. The offer to accept payment at closing is a strong closing technique that shifts risk away from the customer, which is excellent. However, incorporating a question to explore the customer's needs further would enhance the consultative aspect. Overall, while there are positive elements, the tone could be more reassuring and assertive in building trust.
10.
6
/ 10Question:
"I need more time to evaluate this against other projects on my plate before I can commit to anything."
Answer:
What other projects do you have going on?
I’m not sure if you know but mold can grow rapidly and changes the situation very quickly, because of this our quotes are only good for 30 days. Do you think you will be ready to move forward within that window?
Feedback:
The response acknowledges the objection about needing time but could be more effective by exploring the implications of delaying action on mold remediation. Asking about the other projects is a good start, but it lacks depth and doesn't connect back to the urgency of the mold issue. It could benefit from a more empathetic tone and a stronger emphasis on the potential risks of waiting. A better follow-up could have included a question about how the other projects relate to the urgency of addressing mold, which would demonstrate active listening and curiosity. Overall, the closing technique is too direct; instead, it should reinforce the urgency and value of acting sooner rather than later.
Score: 6/10