Dog training
Sales Assessment Results by Kristen

"I'm already using a different dog training service and I'm happy with it."

Oh love that! What do you like about them? We’ve been told that we are very similar to that company, only we have flexible scheduling for our clients and we never cancel classes. Even if you’re the only one who shows up, you’ll get a private lesson :) We love clients who come from that company because they already have a good foundation that we can build upon over here ! What things do you feel that you’re missing over there?

The response effectively addresses the prospect's objection by expressing enthusiasm for their current choice and asking open-ended questions to explore their satisfaction. It communicates value by highlighting unique selling points, such as flexible scheduling and guaranteed private lessons, which can resonate with the prospect's needs. The tone is friendly and engaging, which is appropriate for the dog training industry. Additionally, the inquiry into what the prospect feels is missing demonstrates active listening and a solution-focused approach. However, there could be a stronger closing technique to guide the conversation towards a potential trial class or further engagement. Overall, this response shows a solid understanding of the prospect's perspective and builds rapport well.

"Your program seems too expensive compared to other options I’ve seen."

We are definitely a premium product. Most clients who sign with us are looking for good behavior from their dog relatively reliably and quickly ! We’ve been told that we offer a premium experience that a lot of the other trainers in the area can’t promise like the ability to ask trainers questions after class about things happening outside of the class topic and a close knit dog community who believe in positive reinforcement. Overall, our community is something that really sets us apart and we love to welcome people who are looking for that community. We pack a lot of value into our experience which may explain the price discrepancy ! If you’re ready to join the strong community we’ve built, let’s do it!

The response addresses the concern about price by emphasizing the premium nature of the service and the added value offered, such as post-class support and a supportive community. This effectively highlights the unique selling points and justifies the higher price. The tone is positive and welcoming, aligning well with the dog training industry. However, there could be more engagement through questions to uncover the prospect’s specific needs or concerns, and a clearer closing technique inviting further discussion or a next step would strengthen the response. Overall, it’s a solid foundation but could benefit from a bit more curiosity and discovery.

"I think my dog is just too old to learn new tricks, so why should I invest in training?"

Totally get it. Many people with older dogs think that they aren’t able to learn. The cool thing is older dogs actually ARE able to learn new tricks like stay, leave it, and barking manners. It may take a bit longer since they’re more set in their ways, but the beauty of dog brains is that they’re flexible and can learn new things regardless of how old they are! What kinds of cues would you want us to help your dog learn?

This response effectively addresses the concern about an older dog's ability to learn by providing reassurance and examples of achievable commands. The tone is friendly and encouraging, which is appropriate for the dog training industry. The closing technique is present as it invites the prospect to consider specific training goals, fostering a collaborative discussion. There is a solution-focused approach, highlighting the flexibility of a dog's brain, and the response demonstrates curiosity by asking about specific cues the prospect might be interested in. Overall, it acknowledges the prospect's perspective and builds rapport well. However, it could benefit from a brief mention of the long-term benefits of training for older dogs, which would further enhance the value exploration. Overall, a strong response.

"How do I know your training methods will actually work for my dog?"

That’s a great question. While we give you the training to help your dog have more focus, impulse control, and manners, it’s ultimately up to the owner to practice consistently ! This means that a dog’s training tends to depend on their human. I will say, we give you everything you’ll need to make sure that the training works for you both as a team. We give you group classes, private training, and a Facebook community where you can ask questions! Mostly all of our clients who consistently come to class and engage with their dogs see a huge improvement in their dog’s behavior ! The ones who don’t are the ones who do not implement any of the training we give them. If you sign up for training, what would your training schedule look like? I can make sure that it would work with our classes here to ensure that you guys see success!

The response effectively addresses the concern by emphasizing the role of the owner in the training process, which is crucial in dog training. However, it lacks a bit of empathy towards the prospect's uncertainty, as it could have acknowledged their worry more directly. The tone is friendly and informative, suitable for the dog training industry. It provides a solution-focused approach by outlining the resources available (group classes, private training, and community support) that can help the owner succeed. The closing question invites curiosity and discovery, encouraging the prospect to think about their commitment. To improve, the salesperson could express more understanding of the prospect's concerns and offer specific examples of success stories from past clients to reinforce value exploration. Overall, this is a solid response that could be enhanced with a little more personal engagement and empathy.

"I don't have time right now to commit to a training program."

I get it. Dog training is a pretty large time investment that not everyone has. It was even hard for me to find time training my dog while I built this business. I did find time eventually, and it was a really great decision for us and I’d do it again in a heartbeat ! You told me that you wanted to focus on your dog’s barking and jumping manners because he would knock over your grandma and you’re worried that she will fall. If I told you that you could spend 20 mins/day working with the tools that we give you, would you dedicate 20 mins to ensuring the safety of your grandma? We would give you all of the group classes and outside worksheets to help you achieve that goal! Let’s explore the possible time blocks we could find in your day to train. Tell me about your schedule and when you’d be able to devote 20 mins here and there to successfully train your dog on his jumping and barking manners.

The response effectively acknowledges the prospect's concern about time commitment while sharing a relatable personal experience. This builds rapport and demonstrates understanding. The salesperson effectively pivots to the goal of ensuring the grandmother's safety, which is a powerful motivator. The proposal of a manageable 20-minute daily commitment is a great solution-focused approach. Additionally, by inviting the prospect to discuss their schedule, the salesperson shows curiosity and a collaborative approach. However, there could be more emphasis on the value of the program and how it fits seamlessly into their life. Overall, this is a strong response with minor areas for improvement.

"I've read some negative reviews about your service online, can you explain that?"

What reviews have you read? We have some clients who think that purchasing dog training automatically ensures that they will magically have a well behaved dog. While purchasing the classes, private training, and community will certainly stack the deck in your favor, you will have to also do the work. The people who left bad reviews tend to not attend class or practice the lessons from class, which obviously results in their dog not being able to do what they want them to do. We strive to help everyone who is willing to dedicate time and energy to training by putting together the best curriculum in the valley coupled with being available all of the time for your questions that will pop up. If we ever fall short, please let us know and we will make it right ! What are you specifically looking for in a 5 star dog training service ?

This response does a decent job of addressing the concern by directly asking about the negative reviews, which shows curiosity and a willingness to understand the prospect's perspective. However, it could benefit from a more empathetic tone towards the client's feelings about the reviews. The explanation about the responsibility of the dog owner is valid, but it may come off as slightly defensive and could alienate the prospect. Instead of solely focusing on the shortcomings of others, it might be more effective to highlight positive testimonials or success stories from satisfied clients to counterbalance the negative reviews. The closing question about what they are looking for is a good approach to engage the prospect further, but it could also include an invitation to discuss specific training goals or experiences. Overall, the response lacks a bit of warmth and connection, which is vital in the dog training industry.

"What if I don’t see results within the timeframe you promise?"

If you don’t see results in the timeframe and you’ve done all of the work that’s required (aka attended class, practiced at home, asked questions in our community to troubleshoot), then we will give you your money back because we stand behind our trainings. It would be pretty frustrating to put in all of that work and not see any results in a few months, and we want to make sure that you do get the results you’ve been wanting. If you can put in the work, I think you’ll be amazed at how much your dog’s focus and manners will improve through our great curriculum! We have many dogs able to go to happy hour with their owners within 3 months of training! I would love to see you guys be one of them! What kind of timeframe are you looking at to be able to accomplish that?

This response effectively addresses the concern by offering a money-back guarantee, which builds trust and reassures the prospect. The tone is friendly and supportive, suitable for the dog training industry. It also highlights the importance of the owner's commitment to the training, which is crucial for success. The mention of success stories adds credibility and demonstrates value. Additionally, the salesperson asks a thoughtful question about the prospect's desired timeframe, showing curiosity and a willingness to engage further. However, it could improve by acknowledging the prospect's feelings more explicitly and perhaps adding a brief summary of the training benefits to reinforce value before transitioning to the question. Overall, it scores well for clarity and a collaborative approach.

"Is there a money-back guarantee if I'm not satisfied with the training?"

There is! I always like to find companies that will back their claims, and we are one of those companies. No one wants to pay for something that won’t give them results so we have worked tirelessly on our curriculum in order to ensure the quality of our group classes and private training. As long as you’re willing to put in the work and practice, I’m sure you’ll be like our countless other customers who are able to work on their dog’s focus, impulse control, and manners. We have a curriculum where if you follow the plan for 90 days, you should be able to take your dog out for happy hour without them whining or barking at anyone else. How long are you wanting your training to take so I know what plan to draft up that will ensure we hit your goals?

The response effectively addresses the concern about the money-back guarantee, clearly stating that it exists and emphasizing the company's commitment to quality and results. The tone is friendly and reassuring, which is appropriate for the dog training industry. However, the closing technique could be slightly stronger by explicitly inviting the prospect to take the next step, such as scheduling a consultation instead of just asking about their goals. The curiosity and discovery aspect is present, as you ask about the client's desired training duration, but more open-ended questions could foster deeper engagement. Overall, the response demonstrates a solid understanding of the prospect's perspective and effectively communicates value, but could benefit from a more proactive closing approach.

"I'm concerned that my dog won't respond well to training because of his past experiences."

That’s super valid. I know you used to use aversive tactics in your last training and it actually caused your dog to become more reactive. You’re probably wondering if what we have would produce different results for you. One of our favorite dogs, Luna, was in your exact same situation. After coming to us for a few months, we were able to undo what the aversives had caused, and now she can comfortable go out in public without her mom worrying about her barking and lunging at other people. We use a very different approach than anyone here in the valley, and because of that, we get better results. We combine group and private training with a community so that you feel extra supported throughout your training journey. How would you feel about having more support and help in a positive reinforcement environment ?

This response effectively acknowledges the prospect's concern by validating their experience with aversive tactics, which is a crucial first step in building rapport. The salesperson uses a relatable success story about Luna, which serves to illustrate the effectiveness of their training methods while addressing the specific concern of the dog's past experiences. The mention of a supportive community is a nice touch, adding value to the offer. However, the closing question could be more direct and more focused on inviting a conversation about the prospect's feelings and their dog's needs. Instead of asking how they would feel, asking a more open-ended question like, "What specific goals do you have for your dog's training?" could foster a deeper dialogue. Overall, the tone is appropriate for the dog training industry, and the response shows a solid understanding of the prospect's perspective. Score: 8

"Can I get a discount if I refer a friend who also needs training?"

We do offer referral discounts, yes! Who do you know who is also on this training journey ? When you bring a friend to class, you’ll receive 20% off of your group classes. You and your friend can also practice together— we find that friends tend to see more success on average than someone simply doing this program alone. Plus, it’s way more fun to come to class together! Tell me a few people you have in mind— if you make the introduction and they decide to join too, I can lock in the discount for you!

This response effectively addresses the concern about discounts by confirming the availability of a referral discount and detailing the benefits of attending classes together. The tone is friendly and engaging, making it suitable for the dog training industry where rapport is important. The closing technique is proactive, encouraging the prospect to think of potential referrals, and the mention of increased success rates with friends adds a solution-focused angle. Active listening is demonstrated by acknowledging the prospect's desire for a discount. However, it could benefit from a brief recap of the value of the training program itself to reinforce why the prospect and their friend should commit. Overall, this is a solid response that invites further conversation and demonstrates collaboration. Score: 8