Customer service
Sales Assessment Results by Solomon Mariam Oluwatoyin
45
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's get real here: your performance is falling short, averaging a score of 4.5. This isn't just a number; it reflects a consistent struggle to effectively address customer objections and concerns. You have a decent understanding of the importance of acknowledging prospects' issues, but your responses often lack depth, clarity, and concrete solutions. You're playing it safe, but in sales, safety rarely leads to success.
When you do acknowledge concerns, you sometimes miss the mark by not providing specific, actionable details that could reassure prospects. You need to shift from vague reassurances to a more structured approach that highlights the value of your offerings and how they directly alleviate the buyer's pain points. It's clear that you can listen—now it's time to respond with precision and confidence.
To elevate your game, I suggest diving into Solution Selling and Objection Handling Techniques. These will help you not only identify pain points but also articulate tailored solutions and effectively overcome objections.
Here’s a coaching moment to carry with you: remember that in sales, it's not just about what you know or what you're selling—it's about how well you connect, understand, and reassure your prospects. Make them feel heard and understood, and then guide them toward the solutions they need. Let's turn this around!
Question Breakdown
1.
1
/ 10Question:
"I'm worried about how this will impact my team's daily operations during the transition."
Answer:
In a company customer service is really important in day to day activities and I believe that customer service will be a very good impact to the team's daily operation because have a good customer service will help team and clients have a good relationship
Feedback:
The response fails to directly address the prospect's concern regarding the impact on daily operations during the transition. It lacks clarity and specificity about how the implementation will affect the team's workflow and what steps will be taken to minimize disruption. Additionally, the communication is vague and does not demonstrate an understanding of the prospect's perspective or engage them in a meaningful way. There's no exploration of the value of the new service in relation to their operations. Overall, this response does not effectively handle the objection or provide reassurance.
2.
6
/ 10Question:
"What if the service doesn't meet our expectations after we've committed to it?"
Answer:
If the customer service I committed to doesn’t meet expectations, I’d take a step back to figure out exactly what went wrong. Was it poor communication? Slow response? Unresolved issues? I believe in giving people or systems a chance to correct things so I’d reach out, give feedback, and allow an opportunity to make it right
Feedback:
The response effectively acknowledges the prospect's concern about unmet expectations by proposing a strategy for addressing potential issues. This demonstrates an understanding of accountability and a willingness to engage with challenges head-on. However, the answer lacks a proactive element where the salesperson could outline specific measures taken to ensure high standards or how expectations will be managed from the outset. Additionally, more emphasis on the benefits and value of the service could reassure the prospect. Overall, while there’s some active listening and an understanding of the prospect's perspective, the answer could be strengthened by incorporating a stronger solution-focused approach and showcasing value from the beginning.
3.
5
/ 10Question:
"Is it really worth the monthly payments if our budget is already tight?"
Answer:
If the monthly payment is going to make the budget tighter.. this questions needs to be asked "is the service really adding enough value to justify the stretch?if it's something that saves time and improve my life positively and help me grow long _term. Then it's worth the the sacrifice but I'd still need to be smart about it.
If the service doesn't improve my life in any positively there's no need to even go through with it.
Feedback:
The response attempts to address the prospect's budget concerns by emphasizing the need to assess the value of the service. However, it lacks a clear articulation of the specific benefits that the service can provide and how these benefits justify the expense. The language is somewhat vague, and it does not directly reassure the prospect about the financial decision. A more structured approach, perhaps outlining measurable outcomes or return on investment, would strengthen the argument. Additionally, engaging the prospect with questions about their specific pain points or budget priorities could foster a more collaborative dialogue. Overall, while there’s an attempt to connect value with cost, the response could be clearer and more proactive in demonstrating how the service aligns with the prospect's long-term goals and budget constraints.
4.
5
/ 10Question:
"I’m concerned about how much time it’ll take to onboard the staff to this new system."
Answer:
I completely understand the need for improvement, but I'm genuinely concerned about how much time it might take to onboard staff onto the new system if the process is too time consuming and overly technical ,it could disrupt our workflow and affect productivity. But before the final decision I'd want to be sure if the system offers clear guidance and user friendly to make transition smooth as possible. efficiency is important but so is making sure the team feels confident and supported during the change
Feedback:
The response demonstrates an understanding of the prospect's concern regarding onboarding time and potential disruption to workflow. However, it primarily reiterates the objection rather than proactively addressing it. The salesperson should provide specific examples of how their system facilitates onboarding and minimizes downtime, such as training programs, user-friendly interfaces, or dedicated support during the transition. Engaging the prospect with questions about their specific needs or previous onboarding experiences could create a more collaborative dialogue. Overall, while there is a recognition of the issue, the response lacks a clear solution-focused approach and practical reassurances.
5.
4
/ 10Question:
"Can you guarantee that the response times will improve compared to our current provider?"
Answer:
This is a fair and honest question, one I'd definitely ask too. If we switch providers one of the main exceptions is response time will be better and one will want to see rea proof or real example of how response time will improve compare to what we currently have now. If it's do not show how confidently they'll be faster and reliable . Then it's might not worth making the switch.
Feedback:
The response acknowledges the prospect's concern about response times, which is a positive aspect. However, it lacks specific assurances or evidence that demonstrates how your service will indeed improve response times compared to their current provider. Instead of only suggesting that proof is needed, you should provide concrete examples or metrics that showcase past performance or improvements. It also contains grammatical errors that detract from clarity. Overall, the response could benefit from a more proactive stance, perhaps outlining a commitment to measurable service level agreements (SLAs) or offering case studies that illustrate successful outcomes in similar transitions.
6.
4
/ 10Question:
"We prefer sticking with our existing vendor because of the familiarity and established relationship."
Answer:
It important to acknowledge existing vendor because of relationships built over time but it's also necessary to make a positive change by engaging other vendors.
However that doesn't mean that the relationship with existing vendor will be sabotage.
Feedback:
The response acknowledges the importance of the existing vendor relationship, which is a good start. However, it lacks depth in addressing why exploring new options could benefit the prospect's business. The statement seems to suggest that change is necessary but does not provide compelling reasons or specific examples of how your service can offer better value, efficiency, or support than the current vendor. Additionally, the language used is somewhat vague, and the phrase "sabotage" carries a negative connotation that could create defensiveness rather than open dialogue. To strengthen the reply, consider highlighting unique advantages your service offers or sharing success stories of similar clients who have made the switch successfully. Overall, this response needs to be more solution-focused and persuasive to encourage the prospect to consider alternatives.
7.
5
/ 10Question:
"How will this new solution integrate with our current tech setup?"
Answer:
That a good question to ask and I completely understand where you ask but the last thing you'd want is a new system that provides more problem than it solves.
The good news this is solution is designed to work with your current setup not against it, we always start by understanding how already used to then we map out how everything will connect . In most cases the integrationi smooth doesn't require major changes on your end
Feedback:
The response acknowledges the prospect's concern about integration, which is a good start. However, it lacks clarity and specificity in explaining how the integration will occur and what steps will be taken to ensure a seamless transition. The phrase "last thing you'd want" could come off as dismissive, and there are grammatical errors that detract from professionalism. Providing concrete examples of successful integrations or outlining the support offered during this process would strengthen the response significantly. Overall, while there is an attempt to reassure the prospect, the communication needs to be clearer and more solution-focused to effectively address their concerns.
8.
5
/ 10Question:
"I need to know how this will support our company's vision moving forward, especially with budget constraints looming."
Answer:
I completely hear you , staying aligned with your company vision while managing a tight budget is a really balancing act.
What makes this solution worth considering is that not just a short term fix . It built to support growth , improve efficiency and reducing waste over time. Not just wasting money . You're investing in a system that helps your team works more smarter and get more done less
Feedback:
The response acknowledges the prospect's concern about aligning with the company's vision and managing budget constraints, which is a good starting point. However, it lacks specifics on how the solution directly supports their long-term vision and addresses budgetary concerns. While there is mention of growth, efficiency, and waste reduction, it doesn't provide concrete examples or metrics that illustrate these benefits. Additionally, the language contains grammatical errors that detract from clarity and professionalism. To strengthen this response, consider providing specific case studies or data points demonstrating how similar clients have benefited, as well as a clear articulation of the return on investment. Overall, while the intent to connect the solution to the company's vision is present, the execution needs more detail and clarity to be truly impactful.
9.
4
/ 10Question:
"I’ve heard mixed reviews about these types of services, how do you address that uncertainty?"
Answer:
Have a mixed review about a service is totally normal. First to look out for is how the service will contribute to your system.
I'll address that uncertainty by pointing out the core value of the service and how it's will improve the system positively.
Feedback:
The response acknowledges that mixed reviews are common, which is a good start in addressing the prospect's concern. However, it lacks depth and specificity in how you will address these mixed reviews effectively. Simply stating that you'll point out the core value of the service does not provide concrete evidence or examples to reassure the prospect. The response could be strengthened by including specific metrics, success stories, or testimonials from satisfied customers that counter the negative reviews. Furthermore, it would be beneficial to invite the prospect to discuss their specific concerns or reviews in more detail to foster a collaborative dialogue. Overall, the response needs to be more solution-oriented and provide tangible reassurances to effectively address the uncertainty.
10.
6
/ 10Question:
"What kind of ongoing support do you provide if we run into issues after the initial implementation?"
Answer:
After implementation you'll have access to the ongoing support from our team . That's includes real time help with any technical issues. Regular check in to make sure everything running smoothly and update improvement as your need evolve.
Feedback:
The response acknowledges the prospect's need for ongoing support post-implementation, which is essential. It communicates the availability of real-time help and regular check-ins, which demonstrates a commitment to customer service. However, the answer could be more effective by providing specific details about the support structure, such as response times for technical issues, types of support available (like phone, email, or chat), and any resources like FAQs or knowledge bases. Additionally, there are some grammatical errors and awkward phrasing that detract from professionalism. Overall, while the intent is clear, enhancing the detail and clarity would strengthen the response significantly.