VoIP Business Phone Systems
Sales Assessment Results by Imran Chaudhry
71
Professional Closer
10 questions
Maximum score: 100
Completed in
You've done well overall, with an average score of 7.1 reflecting a solid understanding of several sales techniques. Your strongest demonstrated skills lie in solution-focused selling and engaging storytelling, particularly when addressing objections and providing reassurance about your offerings. However, there are consistent patterns in your responses that indicate a need for deeper engagement and curiosity. You often provide valuable information but miss opportunities to explore the prospect's specific needs and pain points fully. This results in a lack of collaboration and rapport-building, which can hinder the effectiveness of your sales conversations.
To elevate your game, I suggest you dive deeper into consultative selling and the SNAP selling technique. Both will help you simplify the process and align closely with your prospect's priorities while encouraging a two-way dialogue.
Remember this coaching moment: Sales is not just about pitching; it's about connecting. Think of yourself as a guide helping the prospect navigate their challenges. When you engage them in a discussion about their needs and experiences, you create a partnership that makes closing not just a goal, but a natural next step. Keep pushing for that deeper connection, and you'll see your scores—and your sales—soar.
Question Breakdown
1.
6
/ 10Question:
"I'm really concerned about the monthly payments; can I get a more affordable plan that meets my needs?"
Answer:
Our plans include all calls bundled. This means you're safe in the knowledge you're not going to be paying any extra than these monthly payments every month. In addition, unlike other services, we do not increase payments every April in line with inflation. The price you commit to is the monthly price you pay throughout the contract term. Of course we have other lower cost plans too, but they don't include all calls bundled etc.
Feedback:
The response effectively addresses the concern about monthly payments by highlighting the stability of pricing and the bundled services offered. However, it lacks a solution-focused approach as it doesn't explore the prospect's specific needs or ask questions to uncover what features are most important to them. There's also a missed opportunity for a more collaborative approach—inviting the prospect to discuss their budget or other needs could enhance rapport. Additionally, while the response provides valuable information, it doesn't clearly outline the benefits of the lower-cost plans, which could help the prospect feel more at ease about exploring alternatives. Overall, it communicates well but could be improved by engaging the prospect more actively and exploring value.
Score: 6
2.
7
/ 10Question:
"I've been with my current phone provider for years; what makes your VoIP system worth switching for?"
Answer:
We have a system which includes many advanced integration and call centre features included at no extra cost. In addition, our prices are some of the most competitive in the market. But what really makes us stand out are our commitment to customer service and support. What's the main reason you're staying with your current supplier?
Feedback:
The response effectively addresses the objection by highlighting key differentiators such as advanced features, competitive pricing, and customer service. However, it could be improved by incorporating a more structured approach, such as exploring the implications of staying with the current provider versus switching. Additionally, asking about the specific needs or pain points the prospect has with their current provider would deepen the conversation and demonstrate curiosity and discovery. The closing technique could also be strengthened by suggesting a follow-up or offering a trial to experience the benefits firsthand. Overall, while the response is on the right track, it lacks some depth and engagement that would elevate its effectiveness.
3.
7
/ 10Question:
"I don't have the time right now to train my employees on a new system. How easy is it to set up?"
Answer:
We set the system up for you, so it's ready for you and your employees to use from day 1. Our quick start guides give you step by step information on how to log in and start using the service. If you want more help, we can provide you with a 1 hour training session on the Admin portal for you and your staff for a nominal charge.
Feedback:
Your response effectively addresses the prospect's concern about setup time by assuring them that the system will be ready to use immediately and that you provide quick start guides. However, the mention of a charge for the training session could be perceived as a drawback; consider offering it as a complimentary service to ease their concerns. You did well in maintaining a clear tone and providing a solution-focused approach, but you could enhance curiosity by asking if they have specific features or processes they would like help with. Overall, you acknowledged their perspective but could have built more rapport by emphasizing the ease of transition further.
Score: 7
4.
6
/ 10Question:
"I’m not sure if this is the right time for a project like this; we have a lot going on right now. Can you convince me it's worth it?"
Answer:
I appreciate your concern. Can you let me know what would be a better time? We're happy to work with you to meet your timescales. Most of our customers find that working with us takes the burden of implementing new technology away from them because we do all the heavy lifting by provisioning a new system that's ready for a plug and play deployment from day 1. If we could do that for you, and show you how much you will save by improving your communications and becoming even more productive, would this be a good time for you then?
Feedback:
The salesperson acknowledges the prospect's concern about timing, which is a good start. However, the response lacks a deeper exploration of the prospect's current situation and the implications of delaying the project. While there's an attempt to offer a solution by highlighting the ease of implementation, there isn't enough emphasis on the immediate value or benefits that could be realized by starting the project sooner rather than later. The closing question is somewhat leading without fully addressing the prospect's hesitation. A more consultative approach that explores the potential pain points of not acting now could strengthen the response. Overall, the communication is clear, but it could benefit from a more engaging tone and a stronger focus on value exploration.
Score: 6
5.
6
/ 10Question:
"I’ve heard some negative reviews about your customer support; how can I trust that I’ll be taken care of?"
Answer:
Thanks for bringing that to my attention. To be honest, it's taken me by surprise. We take customer support very seriously and work hard to ensure we meet and exceed customer expectations. Can you let me know what aspects of support concern you the most? I'm sure once wd have discussed your needs, we will be able to show you how we will meet all your expectations.
Feedback:
The response effectively acknowledges the concern raised by the prospect about negative reviews regarding customer support, which demonstrates active listening. However, it could be improved by including some specific examples of how the company has addressed past issues or improved its customer support. The tone is generally appropriate, but it could benefit from more confidence in addressing the objection directly. A closing technique could also be incorporated to move the conversation towards a resolution, like offering a trial period or connecting them with a current satisfied customer. Overall, there is a good attempt at curiosity and discovery by asking about specific concerns, but a more solution-focused approach with value exploration is needed.
Score: 6
6.
7
/ 10Question:
"Our budget for this quarter is tight; can you help me understand how this could fit within our financial constraints?"
Answer:
I understand your concerns. That's why we've structured our service plans in a way that meets most customers budgets. Our one month rolling contract plans are the most expensive, however they offer the most flexibility in terms of contractual obligations. We can also show you that despite this, they are much more cost-effective than alternative systems from other suppliers who charge for some of the functionality which comes free in our plans. In addition, we have 12 month, 36 month and 60 month plans which bring the monthly price down even further. Can we arrange a call to discuss your budget and explain how we can address your needs? I understand that your budgets are tight but with the PSTN Shut-off already having begun, this means that if anything were to happen to your current system right now, you could end up experiencing a complete loss of service? Can you really afford to take that risk? I'm sure we can structure a plan that addresses your budgetary requirements whilst also ensuring you have the future-proof technology your business needs.
Feedback:
The response effectively acknowledges the budgetary concerns and highlights the flexibility of the service plans, which is a good start. However, it could improve in a few areas. First, the salesperson could use more curiosity and discovery by asking the prospect specific questions about their budget constraints instead of just stating that plans are flexible. This engagement would show active listening and a deeper understanding of their situation. The mention of the PSTN shutdown is a strong point but could be clearer in connecting urgency to the need for a new system. Overall, the tone is appropriate, but it could benefit from a more collaborative approach by inviting the prospect to share their specific budget range before proposing solutions. Closing the conversation with a question about a follow-up time is good, but it could be framed in a way that emphasizes partnership rather than just scheduling a call. Overall, the response is solid but lacks a bit of engagement and specificity.
Score: 7
7.
8
/ 10Question:
"I need to consult with two other decision-makers before moving forward; how can you help me get their buy-in?"
Answer:
I understand your situation. We find in most businesses, decisions like these require buy-in from other decision makers also. Can you let me know their roles and the likely concerns you may feel they may raise? Once I have this information, we can work together to discuss how our systems, services and support addresses any and all of their potential concerns. Do you think a FREE no obligation, no commitment trial would help? Once they've used the service and seen for themselves how intuitive it is whilst making communications easier and much more productive, I'm sure they will be more inclined to say yes.
Feedback:
This response effectively acknowledges the prospect's need to consult with other decision-makers, demonstrating active listening. By asking about the roles and concerns of those decision-makers, the salesperson shows curiosity and a desire to understand the situation better. The suggestion of a free trial is a strong closing technique, as it reduces perceived risk and offers a solution-focused approach. However, the response could have included more specific value exploration related to how the VoIP system addresses common concerns (e.g., cost efficiency, ease of integration) to make the offer even more compelling. Overall, the tone is appropriate and collaborative, fostering a partnership feel.
Score: 8
8.
8
/ 10Question:
"What if the new system doesn’t integrate well with our existing software? Will we face additional costs?"
Answer:
I understand your concerns and it's a great question. Can you let me know what systems and type of integration you need? We've created our system so that it integrates with most major CRM systems, mail applications, and collaboration tools. Whereas this covers most customers needs, there are sometimes systems which do not have standard integration requirements. Fortunately, we have an Advanced and open API that we can use to connect with other systems to facilitate integration. Whereas there are potential costs incurred we can ensure they are kept to a minimum. Also, having worked in technical presales for 3 years for a global leader in CTI and CRM integration, I have the relevant contacts in the industry to guide me in terms of how we can facilitate integration to non-standard applications without extensive development or additional costs. Can we arrange a meeting to discuss this further?
Feedback:
Your response effectively addresses the objection by acknowledging the concern and inviting further discussion. You clearly communicated the capabilities of your system and provided reassurance about integration with existing software, which is crucial in the VoIP space. Highlighting your experience in technical presales adds credibility and demonstrates your expertise. However, while you offered a potential solution, your closing could have been more assertive to create urgency for the meeting. Consider summarizing the key benefits or value they would gain from discussing this further to encourage a faster response. Overall, you showcased good curiosity by asking for specifics about their needs, but you could deepen your engagement by probing more about their current systems and any potential pain points.
Score: 8
9.
8
/ 10Question:
"I’m not sold on whether the benefits of switching to VoIP would really outweigh the hassle of changing systems."
Answer:
I hear your concerns. In fact this was something many of my most loyal customers expressed initially. However when we showed them the cost and productivity benefits of having a phone system which isn't tied to their physical location or user devices and how we could deploy a brand new system for them that's ready for use straight away as soon as they plug it in, this addressed all of their concerns. Would you like me to provide you with some contact details for some of my clients so you can find out more about how we addressed their concerns? Their main reason for choosing us was because we made implementation and support of new technology very easy for them.
Also, with the PSTN switch-off already underway, if anything were to happen to your existing system, this could potentially leave you without any phone service. Can you afford to take that risk when we can make the migration to VoIP completely seamless for you?
Feedback:
The response effectively acknowledges the prospect's concerns and provides a relatable example of how past customers overcame similar objections. By highlighting the benefits of VoIP, such as cost savings and ease of implementation, the salesperson aligns with a solution-focused approach. The mention of the PSTN switch-off adds urgency and helps illustrate the potential risks of not switching, which is a solid closing technique. However, the response could benefit from more curiosity and discovery by asking the prospect about their specific concerns or current pain points with their existing system. Overall, the tone is appropriate for the industry and the communication is clear.
Score: 8
10.
8
/ 10Question:
"I just don't see a pressing need for a VoIP system right now; our current setup works fine for us."
Answer:
I hear your concerns. In fact this was something many of my most loyal customers expressed initially. However when we showed them the cost and productivity benefits of having a phone system which isn't tied to their physical location or user devices and how we could deploy a brand new system for them that's ready for use straight away as soon as they plug it in, the switch-over to VoIP became a pressing need for them. Would you like me to provide you with some contact details for some of my clients so you can find out more about how we addressed their concerns? Their main reason for choosing us was because we made implementation and support of new technology very easy for them. Also, with the PSTN switch-off already underway, if anything were to happen to your existing system, this could potentially leave you without any phone service. Can you afford to take that risk when we can make the migration to VoIP completely seamless for you?
What are the aspects of your current system you really dislike and would like to change if you could?
Feedback:
The response does a good job of acknowledging the prospect's concerns and using a relatable example from existing customers, which builds credibility. It effectively highlights the benefits of VoIP and addresses the urgency factor with the PSTN switch-off. However, while it maintains a collaborative tone by asking for feedback on the current system, it could have included more curiosity-driven questions to delve deeper into the prospect's specific pain points. Overall, the response is solid but could benefit from a bit more emphasis on exploring the prospect's needs and fostering a two-way dialogue.