technology
Sales Assessment Results by gina

"I'm not sure if this solution will actually deliver the value we need for our department."

What specifically are your concerns? When we started our journey we discovered that you were looking to streamline operational tasks within your management team, provide a centralized location for financial and operational management and improve transparency with boards and owners. You agreed we were able to show you that as we've moved through this process. Can you share which parts you are concerned about, lets get back on a teams call and view the product live and I can show you real life situations where a similar concern was raised and how our software helped that company through their challenge but more so how our team also provided many resources to insure success.

The response effectively addresses the prospect's concern by inviting them to share specific worries, which encourages open dialogue and demonstrates active listening. By referencing prior discussions about the prospect's needs and emphasizing the solution's benefits, it aligns well with a solution-focused approach. However, it could improve by being more concise and directly addressing the value aspect more explicitly before suggesting a follow-up call. Overall, the tone is appropriate for the technology industry, but clarity could enhance the message. Score: 8/10

"I need to discuss this further with my team before making any decisions."

Is there anything we discussed today that would prevent you from making a decision. What questions will your team have about transitioning to new technology. We want to be sure to stay on schedule to meet your onboarding time line, I will reach out to you in two days so we can schedule a demo with your team and I can address their questions personally while showing them how my app will work for them.

The response effectively acknowledges the prospect's need to consult with their team, which is a good practice in objection handling. It opens the door for further discussion by asking about potential questions from the team, demonstrating curiosity and a solution-focused approach. The follow-up plan to schedule a demo shows commitment and keeps the momentum going. However, it could have further emphasized the value of the solution and perhaps included a summary of benefits that would resonate with the team. Overall, the tone is appropriate for the technology industry, and the communication is clear. Score: 8

"The pricing seems high compared to other options we've considered."

Thank you for sharing this. I am confident in my product and the price that we offered to you along with the value I see it brining to your organization along with additional revenue streams which will offset the cost. There are a few clients that I've signed in the last 6 months that are very similar in size and operational methodology to you. They are already seeing return on their investment via improved client satisfaction, which is record in the analytics section. Revenue has shown a slight increase with our automated services and you did mention that you wanted to see efficiencies in the violation process, company B has been using our app for that specific service and has seen an improvement in manager work time by up to 4 hours per week. So you can see within a short time, results are coming in. Can I connect you with those clients to share their experiences directly. I also encourage you to view the user interface for all software you received an RFP for to really look at what your end user will experience. As a TownSq client, we keep your clients in mind and provide resources and support to the as part of our relationship with you. We want to grow with you, so we will stay involved in the process from the moment that you become a client, you will always have a dedicated point of contact and access to our team and developers. Are you interested in those contacts I mentioned?

The response effectively addresses the concern about pricing by emphasizing the value and ROI that the product brings, which aligns well with the technology industry. It uses specific examples of similar clients to enhance credibility and demonstrate successful outcomes. However, it could improve in a few areas: 1) The tone could be more conversational and less formal to build rapport. 2) While the response contains valuable information, it feels a bit lengthy. A more concise approach would enhance clarity. 3) It could benefit from asking more open-ended questions to encourage dialogue and gather more insights from the prospect about their specific concerns. Overall, the response shows a solid solution-focused approach but lacks some curiosity and discovery elements.

"We're currently juggling multiple projects, and I’m not sure we have the bandwidth for this right now."

I understand, it is a busy time of year in our industry but does it ever really slow down? This is the very reason, that we provide one on one support directly to you along with live person to person to training to reduce the impact of transition, not only to you but to your clients as well. We start this process by creating a timeline. We can work with you by region, by person, by portfolio - it's really up to you. In 2024 we have onboard over 50 management companies, as you can imagine, each company had its unique on the ground challenges. Let me pull up an example of our scheduling and outline and show you how we add dates and team members, what the training looks like. How we assist you with notification and training to your clients and what you can expect after you go live. Don't forget we reduce the burden on your office by fielding owner calls about the app, so you will not see an increase there. I believe you'll find that once you have the app live in your office, juggling multiple projects will no longer tax your bandwith. That is one of the main functions of the TownSq app. Let me show you an example of how that worked for Simple Management company in Alaska.

The response effectively acknowledges the prospect's concern about bandwidth and offers a solution by highlighting the one-on-one support and training provided by your service. However, it could benefit from a more structured approach, utilizing a specific sales methodology such as SPIN or Solution Selling to dive deeper into the prospect's situation and pain points. The mention of other companies onboarded adds credibility, yet it could have been more impactful if it included specific metrics or outcomes. The closing could have been stronger by inviting the prospect to share more about their current challenges or asking if they would like to schedule a follow-up to discuss this further. Overall, the response is informative but lacks a bit of clarity and engagement in the closing. Score: 7/10

"I’ve heard about another vendor that offers similar features at a lower price; why should we choose you?"

There are multiple vendors in our space. TownSq stands out in its commitment to its client relationships and its employees. I'd encourage you to tour our office and see how we are set up, talk to our customer service team, our developers and ask them about their day to day. A home is the largest investment a person typically makes in their lifetime, picking the lowest price doesnt always deliver the service and quality that you are looking for - I imagine that you do not want to provide the lowest price option to your clients either because you know that you are delivering value and you believe in the service you are providing. Your company specifically wanted to improve transparency to it's clients, TownSq achieves that by provide a centralized database for owners, board members, and managers to work in. Additionally, they can invite maintenance and other relevant parties. You can share documents quickly and in an organized manner, owners can submit requests via the app in seconds, make reservations, payments, view account statements. Your second need was to have managers in one location where your leadership team could effectively oversee the satisfaction level of the communities each manager is serving and identify areas where additional is needed based on responses or delays in work. Our analytics provide that data to not only each supervisor, but as an owner you are able to see your entire organization and identify areas where improvements need to be made, budget deficiencies are occurring or opportunities to increase your personal branding with clients by communicating with one, some or all at one time. was there any one thing you were looking for, or have as a dream function - that you did not see with us?

The response effectively addresses the objection by highlighting the unique value TownSq offers beyond just price, emphasizing client relationships and service quality. The invitation to visit the office and engage with the team shows a commitment to transparency and trust-building. However, the communication could be more concise to enhance clarity and impact. The closing question encourages further discovery, which is excellent for understanding the prospect's needs better. While the response demonstrates an understanding of the prospect's requirements, it could benefit from a more structured approach to presenting the value proposition. Overall, it scores well for its collaborative and solution-focused nature, but clarity and conciseness should be improved.

"How can I be certain that my team will adopt this technology effectively?"

I like tell people that the app is only as good as the user. I always follow that up by saying I want to make sure the user is good at my app. In the many years I have been in this industry, it has been my experience that education is the key. Would you agree? - good -- So we talked about this early on at TownSq, at that is why we provide a dedicated onboarding specialist to you. Due to your company size, we will be providing two. This team will work with you, share their experiences based on similar size companies that they have worked with in the past, review options for phased roll out or all in one, discuss schedules, talk about expectations on both sides and get as granular as they need to, to be sure that they uncover any areas where additional resources would help your team. Adoption will also need to become part of your operational expectations, we can help you with the smooth transition, we will remain with you for support after you go live, we do provide resources, videos, white papers and collateral pieces to share as well. I also believe that once the managers see how the app will save them time, reduce stress and burn out, they will not look at it as one more thing to do but as a real tool to achieving success in their careers and reducing call and email volume to move toward a more proactive management style. Let's look at some of other management companies that we work with and their stats from when they became clients to where they are today.

The response does well in addressing the concern about technology adoption by emphasizing education and the provision of dedicated onboarding specialists. The reference to working with similar-sized companies adds credibility and reassures the prospect. However, the initial statement could be rephrased to sound more collaborative and supportive rather than implying that the user is the problem. The response also lacks a clear closing technique to prompt further discussion or commitment. Asking a follow-up question about the prospect's specific concerns or experiences with technology adoption could enhance curiosity and discovery. Overall, the communication is clear, but it could benefit from a more concise structure and a stronger closing. Score: 7

"This technology seems great, but how will it really impact our current workflow?"

Great question. Our expectation of how it impacts the work flow is that you will be able to run leaner, see a reduction in call volume, an increase in client satisfaction and retention, and finally creation of new revenue streams. For that to realistically happen we all need to work together. Our current clients are reporting up to a 70% reduction in call volume and 98% retention, let me send over that case study and I will follow up with you first thing in the morning so we can talk about which areas spoke directly to you.

The response effectively addresses the objection by clearly outlining the expected impacts on workflow, which aligns well with the prospect's concern. The salesperson provides specific metrics from current clients, which adds credibility and demonstrates value. The offer to send a case study is a good way to reinforce the message and keep the conversation going. However, the response could benefit from a more collaborative approach by asking the prospect about their specific workflow challenges to tailor the discussion further. Overall, the tone is professional and informative. Closing technique is used effectively with a follow-up promise. To improve, consider incorporating questions that invite the prospect to share their current workflow challenges. This would enhance curiosity and discovery, making the conversation more engaging.

"With the current economic uncertainty, I’m hesitant to commit to a new solution right now."

This is completely understandable. Our industry just completed a survey at the CEO MC and this was one of the top 4 concerns that other leaders expressed. However, another of the top 4 concerns was providing the right technology to stay relevant in an evolving environment. We like to say that our industry is recession proof but the statement does not cover the reality that yes communities still need to be managed but we do see a reduction in profits when management fee increases have slowed, or our ancillary service arms are slowing down - there are many examples. What I like to point out about technology is that, in uncertain times, this is certain - the app provides you the ability to run lean while still providing top level service to clients. You can continue to provide communication to those that would like it, while meeting your remaining clients where they want to be met - self service. Out sourcing your resale and disclosure reduces staff and liability as we keep you in compliance with state laws, perform the work for you, then cut you a check at the end of each month. Installing the right software keeps you competitive and provides an advantage, in your market place your direct competition does not offer the level of transparency, technology, or convenience that you will be able to offer via TownSq. Do you feel like that would place you ahead competitively?

The response does a fair job of acknowledging the prospect's objection about economic uncertainty while attempting to pivot towards the value of the technology offered. However, it could be improved in several areas. The communicator briefly references industry concerns but lacks depth in understanding the specific pain points of the prospect. It also misses an opportunity to ask more thoughtful questions about the prospect's situation, which could foster a sense of collaboration and discovery. The closing question at the end is somewhat effective in prompting a response, but it could be more engaging and directly tied to the prospect's unique context. Additionally, the communication is somewhat dense and could benefit from clearer segmentation of ideas for easier comprehension. Overall, while the response demonstrates an understanding of the value proposition, it could be more tailored, engaging, and focused on building a stronger rapport with the prospect.

"I’ve had bad experiences with implementations in the past; what makes your approach different?"

I am sorry to hear that. I know that bad experiences can stick and create some stress about moving forward. Would you mind sharing a few details about your experiences while I pull up our onboarding platform and outline ? Once I show you this and we talk about your specific needs, lets talk directly to my onboarding team so that you can ask they people who do the work directly more questions.

The response acknowledges the prospect's past negative experiences, which is a good start in building rapport and showing empathy. However, it could be more effective by explicitly addressing what differentiates your approach from others, as this is the core of the objection. The request for the prospect to share details is a great way to practice active listening and discovery, but it might benefit from being framed in a way that emphasizes how understanding their experiences could help tailor the solution offered. Additionally, while offering to connect with the onboarding team is a strong collaborative move, it could be enhanced by briefly highlighting specific features or successes of your onboarding process to preemptively alleviate concerns. Overall, the tone is appropriate, but more clarity on differentiation and a stronger value proposition could improve the response significantly.

"Can you guarantee that we will receive the support we need post-purchase?"

I can guarantee that you will receive a dedicated onboarding specialist to walk with you through the onboarding process. This person will then introduce you to your client success team member who will always be available to you. They will reach out prior to new feature releases or for continued education etc. Your clients will always have access to our customer service department as well. More than that each year, you will be invited to our IGNITE conference where will be have guest speakers, product stations and our developers present to highlight upcoming releases and ask you to sample those product releases and share feedback. Throughout the course of our relationship we will ask you, what we can do better or if you've got any ideas about how we can make changes to the app to make your job easier or more efficient and we will review that request, determine the impact , then the cost and potentially make the change. We've been here for along time, we want to grow with you, let me give you a few references.

The response effectively addresses the objection by offering a comprehensive overview of the support structure in place post-purchase. It details the onboarding process, the availability of a client success team, and ongoing customer service support, which is reassuring for the prospect. The mention of the annual IGNITE conference adds an engaging aspect that emphasizes commitment to customer relationships and innovation. However, while the response is informative, it could benefit from a more concise delivery to maintain the prospect's interest. Additionally, asking a follow-up question or inviting the prospect to express any specific concerns could enhance the curiosity and discovery aspect. Overall, the tone is professional and supportive, aligning well with the technology industry. Score: 8/10 for strong solution-focused communication and clear value exploration, but could improve on engagement and conciseness.