Wildlife removal
Sales Assessment Results by Evan Lenz
76
Professional Closer
10 questions
Maximum score: 100
Completed in
You've showcased some solid sales skills with an average score of 7.6, but there’s room to elevate your game even further. Your strongest techniques include solution-focused selling and curiosity-driven questioning, which have allowed you to engage prospects effectively and address their concerns head-on. Patterns indicate that while you excel in providing valuable information and demonstrating the benefits of your offerings, there’s a consistent need to enhance your empathy and rapport-building. Sometimes, your responses come off as overly informative, missing the emotional connection that can seal the deal.
To push your performance higher, I recommend diving deeper into relationship selling and objection handling techniques. These will help you not only address concerns but also build stronger connections that lead to trust and long-term relationships. Remember, a sale isn't just about the transaction; it's about creating a partnership.
Here’s your coaching moment: Sales is as much about listening as it is about talking. Every time you communicate, think about how you can invite the prospect to share more of their concerns and experiences. When they feel heard, they’re more likely to engage with you and consider your solutions. Now get out there and turn that solid foundation into exceptional results!
Question Breakdown
1.
8
/ 10Question:
"How can I be certain that your wildlife removal services will not harm the environment or any non-target species?"
Answer:
Great question! All of our technicians have undergone rigorous state and federal training as well as in house training to learn the best and safest methods of trapping and exclusion. If you are experiencing a situation where trapping would be needed, we execute a trapping method called positive set trapping. With this style, we put the traps directly over the entry point and as the animal comes or goes it has to pass directly through our trap. This takes the guess work out of trapping as well as “hoping” we caught and removed the offending animal with traditional baited traps. What types of activity or noises are you currently experiencing?
Feedback:
The response effectively addresses the concern about environmental impact by detailing the training of technicians and the specific method used (positive set trapping). This demonstrates a commitment to safety and environmental stewardship. However, while the answer is informative, it could benefit from a stronger emphasis on the environmental aspects, perhaps by mentioning any certifications or eco-friendly practices your company employs. Additionally, the question about the prospect's experiences is a good way to engage them further, showing curiosity and inviting more discussion. Overall, the tone is appropriate, and the approach is solution-focused, but there could be more emphasis on the environmental promise.
Score: 8
2.
8
/ 10Question:
"We currently have a relationship with another vendor for pest control; why should we switch to you?"
Answer:
Absolutely, do you mind if I ask what prompted your original call to the current company? All of our services come with an industry leading 5 year warranty. The idea behind using our company is that once we solve the current issue and apply the correct exclusion to the home or structure, that you will no longer need a monthly or yearly contract. We want to be able to solve your problem once and for all, instead of the common practice of keeping it mostly at bay so that you are a customer for a lifetime. We are currently offering free inspections and I would love to be able to show you first hand on your own home how we can give you the absolute best service in the industry. What days do you have available this week?
Feedback:
This response effectively addresses the objection by asking a clarifying question about the current vendor, which shows curiosity and a desire to understand the prospect's perspective. By highlighting the unique selling proposition of a 5-year warranty and a one-time solution instead of ongoing contracts, the salesperson shifts the conversation towards the value of their service. However, it could be improved by explicitly acknowledging the existing relationship with the vendor, thus showing active listening and empathy. The closing technique is appropriate with a direct ask for availability, which is good. Overall, it could benefit from a bit more rapport-building and exploration of the prospect's specific concerns about their current vendor.
Score: 8/10 for effectively addressing the objection and providing a compelling value proposition, but room for improvement in empathy and rapport-building.
3.
7
/ 10Question:
"Given our tight budget, can you explain how your pricing aligns with our ROI goals?"
Answer:
I absolutely understand, especially around the holidays how tight things get!
All of our services come with a minimum 5 year warranty. However, in some instances we can offer lifetime of the roof, or structure guarantees. What is it that you are currently experiencing? Noises in the walls or attic? If so what time of day or night? Are you seeing activity as well? Maybe some droppings in the kitchen or a chewed open cereal box?
Let’s do this. Let’s setup a day and time to come out and do a full inspection. Based on what you’ve told me so far I feel that your home would qualify for our lifetime warranty. Once we are on site we can go over all of the different options and the varying price points for each. I want to make sure you get the absolute best bang for your buck while also solving all of your wildlife problems.
Feedback:
The response effectively acknowledges the prospect's budget concerns and offers a warranty, which adds value. However, it could improve by directly addressing how the services align with ROI goals. The salesperson asks thoughtful questions to uncover the situation but should have connected the inspection and warranty options more clearly to the prospect's financial objectives. The closing could have been stronger by emphasizing urgency or value to make the offer more compelling. Overall, it shows good engagement but lacks a bit in strategic alignment with the budget concern.
4.
8
/ 10Question:
"What if your methods don’t resolve our wildlife issues effectively; what’s your guarantee?"
Answer:
Great question! Our absolute most basic service, trapping, comes with a 30 day assurance program. This means that within the following 30 days from the time we remove our traps activity or noises start back up again, we will reset all traps and remove the active animals. If we do exclusion or any sort of repair work on the structure, all of those repairs are guaranteed for a minimum of five years. Depending on the type of exclusion or materials we use, we can even offer lifetime of the roof & structure guarantees. If at any point you need a new roof due to age or storm damage, you can simply call us and we will remove the material, reinstall it on the new roof and extend the warranty.
What are type of activity are you currently experiencing?
Right now we are offering half off inspection fee, let’s setup a time for Monday or Tuesday to get on site and perform a full inspection, that way we can Taylor a plan that fits perfect for your home, your specific needs and your budget.
Feedback:
The response effectively addresses the client's concern about guarantees by clearly outlining the assurance program for trapping and the warranty for exclusion and repairs. This demonstrates a strong solution-focused approach, emphasizing value and confidence in the service. The tone is appropriate for the wildlife removal industry, providing reassurance and professionalism. Additionally, the inquiry about the types of activity the prospect is experiencing shows curiosity and a desire for discovery, which is crucial in consultative selling. However, the closing could be more assertive; while suggesting an inspection, the salesperson could create a stronger sense of urgency or a specific call to action to finalize the appointment. Overall, the response is well-rounded but could benefit from a slightly bolder approach in closing.
5.
7
/ 10Question:
"I’ve heard negative things about your company’s reputation in the market; how do you address that?"
Answer:
Absolutely understand and would love to explain the recent events. We do our absolute best to screen qualify potential employees. Like many service based companies, it’s hard, hot and gross work. This limits the type of candidates we have apply. Recently we’ve had an a new employee come on and not give the appropriate effort needed to perform the duties of the job. During training and ride along days things were great, unfortunately once on their own with no one watching they started taking short cuts. Rest be sured We have terminated the employee and are currently calling and talking to each client. We are going back and visually inspecting every repair he made to make sure it is up to our companies quality standards. We have been in business since 1972 and take our reputation very seriously. I myself have been in the industry for 12 years and with this current company for almost 10. I assure you our standards and quality have not changed and we would appreciate the ability to take care of all of your wildlife needs.
Feedback:
The response does a good job of addressing the objection directly and transparently, which is key in building trust. The salesperson acknowledges the concern about the company's reputation, provides a rationale for the issue, and outlines specific actions taken to rectify the problem. This demonstrates a solution-focused approach and a commitment to quality. However, while the explanation is detailed, it could benefit from more concise language to enhance clarity and engagement. Additionally, a closing technique could have been applied to prompt further conversation or a decision from the prospect. Overall, the tone is appropriate for the industry, and active listening is evident, but there could be more curiosity-driven questions to further explore the prospect's concerns.
Score: 7/10.
6.
9
/ 10Question:
"Is your service scalable in case our wildlife issues grow or change in complexity?"
Answer:
Absolutely! We have specially trained divisions and teams to handle your basic mouse call all the way to a handling a 75 story tall skyscraper with a bird issue on the top antenna. We take all aspects of wildlife control as serious as if it were our own home and family.
What types of changes are you anticipating in the near and distant future? We definitely don’t want to put this off and have the issue get worse over time. Let’s get the basics started now and under control, this way as you grow or scale we can scale with you and not start from ground zero. I have Monday and Wednesday open, which one works best for you? Let’s get this under control and give you some peace of mind!
Feedback:
The response effectively addresses the objection by clearly stating the scalability of the service, which is essential for the prospect's concern. The tone is professional and reassuring, which is fitting for the wildlife removal industry. The salesperson also demonstrates a solution-focused approach by asking about the prospect's anticipated changes, which shows curiosity and a willingness to understand their needs. The closing technique is proactive, offering specific days for a follow-up, which creates urgency and encourages action. However, the response could be slightly improved by providing more specific examples or metrics to demonstrate scalability, enhancing the value exploration. Overall, it effectively builds rapport and engages the prospect.
Score: 9
7.
8
/ 10Question:
"How does your solution comply with local regulations on wildlife removal?"
Answer:
Great question! Not only is our company licensed with state and federal agencies, but each technician is also independently licensed and trained by the state and federal government. You can be assured that your situation will be handled with absolute care for not only you and your property, but for also the animals that we will be catching and removing. We take great pride in being the best in the industry for not only solving your problem, but for also establishing safe havens and release grounds for the animals being removed.
What are you currently experiencing? Are the noises during the day or night? That helps us determine species and specific trapping styles to help move the trapping program along smoothly and get your house back to your safe space.
Right now I have Monday and Wednesday available for an inspection. Which one works best for you? Once on site if trapping is deemed needed we can even set traps same day and speed this along quicker for you. Monday morning around 9?
Feedback:
The response effectively addresses the concern about compliance with regulations by emphasizing the company's licensing and training, which builds credibility. The tone is professional and reassuring, suitable for the wildlife removal industry. The closing technique is appropriate, offering specific availability for an inspection, which creates a sense of urgency and encourages decision-making. The questions about the customer's current situation demonstrate curiosity and a solution-focused approach. However, while the response is strong, it could enhance active listening by acknowledging the customer’s specific situation even more directly before moving to schedule the appointment. Overall, this response is well-rounded and demonstrates a good understanding of the customer's needs.
8.
6
/ 10Question:
"Can you provide case studies or evidence of successful wildlife removal without disruption to our operations?"
Answer:
Unfortunately i can’t name any specific companies names without first getting approval from them. However I can say that we work with the nations 6 largest grocery store chains, the largest online e commerce platform along with local restaurants, farms and shipping yards.
Have you ever been in a grocery store and seen a bird flying around? Of course, it happens all the time! Have you ever been to a grocery store and it’s closed due to the bird flying around? Of course not!
Our team is specially trained in every aspect of evasive wildlife control. Our goal is to remedy your problem as fast as possible without causing disruption to daily operations, employees and most of all, your customers!
Are you currently working with another wildlife firm or is this the first issue you’ve had?
What type of facility do you operate along with what specific issue or issues are you currently experiencing? Knowing these details will help us design a plan that fits your unique situation.
Feedback:
The response does a decent job of addressing the objection by emphasizing experience with reputable companies and the specialized training of the team. However, it could be improved by directly referencing how the successful operations were achieved, even without naming specific clients. The analogy about grocery stores has potential, but it may come off as a bit dismissive of the prospect's concerns. A more empathetic tone would help here. The salesperson effectively asks follow-up questions to gather more information, which shows curiosity and a solution-focused approach. Overall, the response lacks specific evidence or case studies that would strengthen credibility.
To enhance the response, consider incorporating hypothetical examples or general metrics that demonstrate success in similar environments, while still maintaining confidentiality. Additionally, a closing technique to prompt a next step could further improve the effectiveness of the response.
9.
8
/ 10Question:
"We need this resolved quickly, but do you have the capacity to meet our immediate needs?"
Answer:
Absolutely. Your issue is now our issue and we will treat it as if it is our own home or family. Can you give me some specific details? What is the timeline? How long has this been going on? Are we the first company you have worked with? With time being of the essence, let’s get you scheduled for an emergency service. This moves you to the front of the line for same day service. Let’s plan on having someone at your door between 2-2:30 this afternoon. This is also my personal number, please feel free to call or text with any issue or situation moving forward. We need to nip this in the bud asap!
Feedback:
The response effectively addresses the urgency of the customer's concern by acknowledging the issue as a priority and offering immediate action. The salesperson uses a collaborative approach by asking thoughtful questions to gather more details, which demonstrates curiosity and active listening. However, while the urgency was communicated well, the closing technique could have been stronger with a more explicit confirmation of the appointment. Overall, the tone was appropriate for the industry, and the solution-focused approach was evident. A good job was done in building rapport by giving a personal contact number, which fosters a sense of trust.
To improve, consider explicitly confirming the appointment after suggesting the time to ensure clarity.
Score: 8
10.
7
/ 10Question:
"How do you ensure alignment with our stakeholders who are concerned about changing current vendors?"
Answer:
I absolutely understand wanting the transition to go smooth and seamless. Let me start off by saying we have read over your companies core values and KPI’s and If I didn’t think our company could out perform your current vendor, I would shake your hand and thank you for your time and offer. Right now you are being serviced by the largest pest control company in the nation. That company is also publicly traded, which means they have share holders. Unfortunately, that means returns and profits come before everything….including the customer.
We are a large company, currently in 13 states and almost 900 employees strong, however we are still family owned. That means you, the customer comes first in every situation. If you, the customer are not fully satisfied, we have no future. Let’s sit down together Monday, on site and let me walk you through how our service differs from what you have currently been getting. I’ll put in writing that if you are not fully satisfied after 6 months that we will refund all costs and terminate the contract so that you can go back to your previous vendor. That way there is no risk for you or your stakeholders! Monday at 2:00, looking forward to bringing you on board!
Feedback:
The response does a good job of acknowledging the prospect's concern about stakeholder alignment and the transition process. It effectively communicates the company's commitment to customer satisfaction, contrasting with the current vendor's focus on profits. However, while the mention of a refund and contract termination adds value and reduces risk for the prospect, the tone could be perceived as slightly defensive when talking about the competition. It would be beneficial to ask more questions to understand their specific concerns further and tailor the conversation more collaboratively. Overall, the closing technique is strong, but more emphasis on active listening and curiosity could enhance the response.
Score: 7/10