Mattress retail sales
Sales Assessment Results by Jeff

"I can get a similar mattress for much cheaper at a competitor's store."

I can appreciate that viewpoint until you’ve experienced our offerings in your home backed up with our wake up happy trial period ensuring your 100% comfort everything would appear cheaper. Is price your only concern?

This response does a good job of addressing the concern about price by emphasizing the unique value proposition of the product, specifically the 'wake up happy trial period' which shows a focus on customer satisfaction. The question at the end also invites further dialogue, demonstrating a willingness to understand the customer's needs better. However, it could be more effective by directly comparing the features and benefits of your mattress against the competitor's offering to reinforce why the value justifies the price. Overall, the professionalism is intact, and the closing technique is present, but it could use more clarity on the unique selling points. Score: 8

"How do I know this mattress will actually help my back pain?"

As we’ve demonstrated to you to this point you’ve laid down and felt the relief with our positions and demonstrations focusing on your areas of pain and discomfort. Is there another we missed or skipped? Or should we revisit the areas you felt relied so you can feel them again?

The response effectively addresses the concern by referencing previous demonstrations and encouraging the customer to revisit their experience, which shows attentiveness to their needs. However, it could be improved by offering more concrete evidence, such as testimonials or guarantees, to build trust. The communication is professional, but the phrasing could be clearer and more concise. The closing technique is somewhat effective, as it prompts further engagement, but it lacks a stronger call to action. Overall, the approach is solution-focused, but it could be more compelling by reinforcing the mattress's benefits explicitly.

"I'm not ready to make a purchase today; I need more time to think about it."

That’s not a problem, tell me when you go home tonight what are those questions you’ll almost immediately think about and wished you’d asked me?

The response shows some effectiveness in addressing the concern by encouraging the customer to reflect on their questions, which can help move the conversation forward. However, it lacks a strong closing technique or urgency that could help in nudging the customer towards making a decision. The professional communication is present, but the solution-focused approach could be improved by offering to answer those questions now or suggesting a follow-up. Overall, it feels more like a conversation starter than a persuasive closing statement.

"Your warranty seems shorter than some other brands I've seen."

Which brands are we comparing to, and we will will dig into the details each. As a 25 year veteran of this industry the devil is always in the details. Often longer warranties have exclusions and prorated language to them. Let’s understand what you’re comparing and we can see how they stack up.

This response effectively addresses the concern by inviting the customer to share specific brands for comparison, showcasing your willingness to engage in a detailed discussion. The mention of your 25 years of experience adds credibility, making the customer feel they’re in knowledgeable hands. However, the response lacks a clear closing technique; while you prompt further dialogue, you don’t directly encourage the customer to make a decision or express urgency about the benefits of your product. Overall, the professional communication is solid, but a more solution-focused approach would enhance the closing. To improve, consider summarizing how your warranty benefits the customer right after discussing the details, reinforcing why it’s a good choice despite being shorter. Score: 7

"I'm concerned about the quality of materials used in your mattresses."

What’s been your experience previously with quality materials and how do you feel what we’ve presented stacks up to your experience and that which you've been comparing to? We service everything we sell as such quality is important because we don’t want customer service issues and our 1,000+ five star reviews say as much. In this instance this mattress is built to our quality specifications which exceed that of the top names in the industry. As I demonstrate that to you may I earn your business today?

The salesperson effectively engages the customer by asking about their previous experiences with mattress quality, which shows they value the customer's perspective. They also address the concern by highlighting their service commitment and backing it up with a strong reputation (1,000+ five-star reviews). However, the closing technique could be more assertive; instead of a vague 'may I earn your business today?', a more direct approach would strengthen the closing. Overall, the response is professional and solution-focused but could use a bit more confidence in the closing. - Effectiveness in addressing the concern: 8/10 - Professional communication: 9/10 - Closing technique: 6/10 - Solution-focused approach: 8/10

"What makes this mattress worth the price compared to an online option?"

I’d first need to know what we’re comparing too. And if it is apples to apples the good news is you never overpay online versus buying local with white glove device included. Let’s make the comparison and I’m sure you’ll find our added services with their online make this a no brainer to move forward today, let’s write it up!

The response partially addresses the concern by looking to clarify the comparison, which is a good starting point. However, it lacks depth in explaining the unique benefits of the mattress itself and how it justifies the price. Professional communication is mostly maintained, but phrases like "make this a no brainer" can come off as overly pushy. The closing technique is somewhat abrupt; while it does propose moving forward, it doesn't sufficiently build a case for the value of the mattress itself. A more solution-focused approach would include specific features or benefits that set this mattress apart from online options. Overall, the response needs improvement in effectively highlighting the mattress's value and benefits.

"I've heard mixed reviews about your brand; how can you address that?"

Across 1,000 five star reviews we have a 4.9 rating with less than 12 being 3 stars or less. Was there a particular review you’d like to share with me? Some of the negative ones were in fact earned and despite our best efforts to remedy we just couldn’t make the customer happy and we own that. Let’s discuss what you read and I’m sure you’ll see those were outliers. Given your scenario, needs, and our discussions I am confident we will be able to call you a five star happy customer.

The response effectively addresses the concern by highlighting the high rating and acknowledging the existence of negative reviews. It maintains a professional tone and invites the customer to discuss specific reviews, which encourages engagement. However, the closing technique could be stronger; while it expresses confidence in satisfying the customer, a more direct call to action could seal the deal. Overall, the focus on solutions is present but could be enhanced by suggesting specific next steps for the customer. Overall, a solid response with room for improvement in closing and direct engagement.

"I need to discuss this with my partner before making a decision."

That’s not a problem. It makes perfect sense as you both use this mattress together. I’m assuming you’re here today because they had the confidence in you to make the right decision for the both of you. Let’s review your situation and the needs they have and I’m sure we will find the right fit and you can complete your order today.

The response effectively acknowledges the objection by validating the need for discussion with a partner, which demonstrates empathy. However, while it encourages a review of the customer's needs, it lacks a strong closing technique that would facilitate a prompt decision. Instead of pushing for a conclusion today, you could have suggested scheduling a follow-up call or meeting with the partner included. The communication is professional, but it could be clearer in leading the customer towards a solution or next step. Overall, a good attempt but needs refinement in closing and follow-up strategy.

"I just bought a new mattress last year; why should I upgrade now?"

Based on what you’ve shared with me it seems as though that purchase wasn’t the exact fit you needed. From what we’ve focused on, this mattress you’re on right now is a better fit and you’ve shared that directly with me. I can understand the frustration in having to make another selection so soon, for that reason and because this one is a much better fit I’ll include free white glove set up in your home and include a new set of sheets of behalf of the person who didn’t get it right the first time. Let’s write this up today so you can finally wake up happy tomorrow.

The response effectively addresses the concern by acknowledging the customer's recent purchase and expressing empathy for their situation. It highlights the idea that the previous mattress wasn't the perfect fit, which is a solid way to create a need for the new product. The offer of free white glove setup and new sheets adds value and serves as a strong closing technique. However, the communication could be slightly more concise to enhance professionalism. Overall, the solution-focused approach is commendable, making the customer feel understood while presenting a compelling reason to upgrade.

"What if the mattress is uncomfortable after I buy it?"

Great question we do our best to get the right fit here in the store. And we know it takes time adjust to a new mattress so if you’re experience at home isn’t a 10/10 you can use our Wake Up Happy Comfort Guarantee to exchange your mattress with no risk to you. Based on your feelings about loving the mattress and using our guarantee as a back up plan it seems today is the day to invest in this wonderful new mattress, should we move ahead?

The response effectively addresses the concern about discomfort by highlighting the store's Comfort Guarantee, which reassures the customer about the option to exchange the mattress. The salesperson maintains a professional tone and offers a closing technique by suggesting to move forward with the purchase. However, the transition to the closing could be more smoothly integrated; while the urgency is good, it feels a bit rushed. Additionally, while the response is solution-focused, it could benefit from more empathetic language that acknowledges the customer's feelings about potential discomfort. Overall, this response is strong but could use minor improvements in empathy and closing finesse.