Flooring
Sales Assessment Results
53
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's get real here. Your performance is on shaky ground, averaging a 5.3, and it's clear you need to step up your game. You show a promising grasp of curiosity and discovery in some responses, but far too often, you're skimming the surface instead of diving deep into your customers' needs. Acknowledging concerns is a good start, but you must pivot towards providing tailored solutions that genuinely resonate with your prospects. Your approach sometimes drifts into inappropriate territory, which is a major red flag—remember, rapport is everything in sales.
While you do well to ask questions to open dialogue, you often neglect to follow through with empathy or a solid value proposition. You need to study Solution Selling and Consultative Selling techniques to refine your ability to address customer pain points and build relationships. It’s about more than just answering questions; it’s about creating a compelling narrative that positions you as the trusted advisor.
Here’s your coaching moment: Every conversation is a chance to either build trust or erode it. Focus on creating a genuine connection with your prospects. Approach every interaction with the mindset of understanding their world and how you can enhance it. You’ve got potential, but it’s time to turn that potential into performance.
Question Breakdown
1.
5
/ 10Question:
"I'm worried about how this flooring will hold up in the long run, especially with kids and pets around."
Answer:
I totally understand that, having kids and pets around could get messy. We do have different options you can look at in terms of longevity for your floors.
Feedback:
The response acknowledges the concern about durability, which is a good start. However, it lacks depth in addressing the specific worry about long-term performance. A more effective response would include specific examples of flooring materials that are particularly durable for families with kids and pets, as well as any warranties or guarantees available. Asking follow-up questions to better understand their specific needs, such as what kind of activities their kids and pets engage in, would also demonstrate active listening and curiosity. Overall, it feels more like a surface-level acknowledgment rather than a solution-focused approach.
Score: 5/10 - Acknowledges the concern but misses an opportunity to provide tailored solutions and build rapport.
2.
6
/ 10Question:
"I love the style, but I really need to stick to my budget right now – can you work with my price range?"
Answer:
What do you like about the style you are currently looking at? Is there a certain pattern that intrigues you? I can definitely find something more cost effective to a similar style you like.
Feedback:
The response effectively opens the door for further discussion by asking about the specific likes of the prospect, which shows curiosity and an interest in discovery. However, it lacks a more direct acknowledgment of the budget concern and does not provide a clear solution-focused approach or closing technique. It would be beneficial to explicitly address the budget issue first by either confirming an understanding of it or suggesting specific options within the budget range. Overall, while the inquiry about style is good, it could have been strengthened with a more collaborative and empathetic approach towards the financial limitation.
Score: 6
3.
6
/ 10Question:
"I need to get this done quickly, but I'm not sure if your timeline can meet my urgent needs."
Answer:
I will do my best to get it done within your time line. How fast do you need it done? We have many crews all over the state that could possibly open their availability if needed.
Feedback:
The response addresses the concern about urgency by expressing a willingness to accommodate the timeline. However, it lacks a clear commitment or assurance regarding the timeline, which could leave the prospect feeling uncertain. A more effective approach would involve outlining a specific plan or timeframe to demonstrate reliability. Additionally, asking more probing questions to fully understand the urgency would show curiosity and discovery. Overall, while there is an attempt to engage the prospect, the response could benefit from a clearer solution-focused approach and a stronger closing technique.
Consider incorporating a more assertive statement about your capabilities and the next steps in the process.
4.
6
/ 10Question:
"I'm considering a different flooring option; can you tell me why yours is better?"
Answer:
Absolutely, to start off we have variety of options from carpet tile, lvt, rubber floors, vct you name it. We also provide custom floors to your liking. Not only that, but we also keep our customers involve in our installation process from start to end.
Feedback:
The response does a decent job of addressing the objection by highlighting the variety of flooring options and the customizability of the product. However, it lacks a deeper exploration of the customer's specific needs or preferences, which is crucial in a consultative selling approach. There was no inquiry into what the customer is considering with the other options, which could have opened the door to a more tailored response and better addressed any potential concerns. Additionally, the communication could be more engaging and persuasive by emphasizing the unique benefits of your flooring solutions compared to competitors. Overall, while the response offers some valuable points, it misses opportunities for curiosity and deeper value exploration.
Score: 6
5.
2
/ 10Question:
"I need to check with my partner before making any decisions – can you give me a reason why this is a good fit for us?"
Answer:
I appreciate your time. I could provide you with more samples to bring to your partner. I could also provide you with their warranties to present to your partner. Pick up your skirt and make a decision.
Feedback:
This response misses the mark on multiple levels. While offering samples and warranties is a good start in addressing the objection, the tone shifts dramatically when you instruct the prospect to 'pick up your skirt and make a decision.' This is not only inappropriate but also undermines rapport and trust. The response lacks effective curiosity and discovery, as it does not explore the partner's concerns or needs. Additionally, it does not effectively highlight the value of the flooring products or demonstrate a collaborative approach. A more empathetic and supportive tone would have been appropriate to encourage the prospect to discuss further with their partner. Overall, this response could have been a constructive dialogue but instead becomes dismissive and confrontational.
6.
7
/ 10Question:
"This looks great, but it seems like it might be too complicated to install. How does that work?"
Answer:
We have many years of installation expertise. We tailor our installation to what our customer wants, from a complex install to the most easiest. You leave that up to us. We can install any pattern of your choice. Some can take up more time, but they are all doable. I can send you a template of the installation process if you would like.
Feedback:
The response addresses the objection by highlighting the installation expertise and flexibility in installation options, which is a good start. However, it could be improved by providing more specifics about how complicated installations can be simplified, or by offering reassurance about the installation process. Additionally, the suggestion to send a template is a nice touch for providing clarity, but it lacks a closing technique to encourage further engagement or commitment. The tone is appropriate, but it could benefit from more empathy towards the prospect's concern about complexity. Asking additional questions about the prospect's specific installation needs would also demonstrate curiosity and active listening. Overall, it's a solid response, but there's room for improvement in clarity and engagement.
Score: 7
7.
5
/ 10Question:
"I've heard mixed reviews about your company – what can you tell me to ease my concerns?"
Answer:
We do our best to keep our customers satisfied. We cannot control what everyone says on the review we are definitely open to criticism and if at one point our company did not perform at its best, we make improvements based on our reviews. To further clarify was there something that concern you the most from the reviews?
Feedback:
The response acknowledges the customer's concern but lacks a strong, reassuring tone that would instill confidence. While it does show openness to criticism, it misses an opportunity to highlight specific positive outcomes or testimonials from satisfied customers that could counteract the mixed reviews. Engaging the customer with a follow-up question is good for discovery, but it should also emphasize the company's commitment to continuous improvement and customer satisfaction. Overall, the response could be more solution-focused and value-driven, aiming to build trust and rapport more effectively.
8.
6
/ 10Question:
"I'm not totally convinced this will match my home's vibe; can you help me visualize it?"
Answer:
What vibe are you most interested in. We have 3D visualization to best match your living area for $300. If you are interested i could help you set that up. This could help you visualize your living space better and address your concerns.
Feedback:
The response addresses the customer's concern by asking about their desired vibe and offering a solution with 3D visualization. However, it could benefit from a more empathetic tone and deeper engagement. Instead of jumping straight to the pricing, it would be more effective to first explore the customer's specific style preferences. Additionally, the offer could be framed in a way that emphasizes the value and benefits of the visualization service, rather than just presenting it as an option. Overall, the response is on the right track but could improve in terms of curiosity, discovery, and a collaborative approach.
9.
4
/ 10Question:
"I have a tight deadline to meet, and I'm worried about any delays – can this flooring be delivered on time?"
Answer:
What is your deadline ?
If it’s within two weeks I can assure you we will get it done.
Feedback:
The response addresses the objection by asking for the specific deadline, which is a good start. However, it lacks a reassuring tone and fails to provide any information about the delivery process or commitment to meet the deadline. To improve, the salesperson should express understanding of the urgency, provide reassurance about the company's reliability, and offer a clear plan or timeline. Additionally, they could explore the customer's needs further to build rapport. Overall, while there's a basic attempt to engage, it lacks depth and confidence in delivery assurance.
10.
6
/ 10Question:
"I’m already working with another vendor; what makes yours worth switching for?"
Answer:
What caused you to look for us in the first place ?
Are you currently happy with your vendor?
What are the things you think they could improve on?
Feedback:
The response effectively opens up a dialogue by asking relevant questions that encourage the prospect to reflect on their current vendor relationship, which is a good way to uncover potential pain points. However, it lacks a direct value proposition or differentiation of your offerings, which is crucial in addressing the objection of switching vendors. While the curiosity and discovery aspect is present, the response could benefit from a more solution-focused approach by highlighting specific advantages or unique selling points of your flooring solutions. Additionally, a closing technique, such as summarizing the benefits or suggesting a follow-up meeting, could strengthen the response. Overall, it demonstrates an understanding of the situation but misses an opportunity to present value clearly.
Score: 6