Roofing
Sales Assessment Results by Joseph Kozel

"We just had our roof replaced last year, so we don’t see the need for a new one right now."

No, worries we provide annual maintenance packages to provide peace of mind at all times and ensure you are in good standing with your insurance company. It only takes about 10 minutes and makes sure they can never deny a claim due to negligence. Does that sound fair?

The response does a fair job of addressing the objection by pivoting to the idea of maintenance packages, which can still be relevant even if the prospect recently replaced their roof. However, it could have been more effective by first acknowledging the prospect's recent investment in their roof, which would demonstrate active listening and build rapport. The communication is clear, but the tone could be softened slightly to be more conversational. The closing question is good, but it lacks a deeper exploration of the prospect's needs. Overall, while the response shows a solution-focused approach, it misses on curiosity and value exploration. To improve, consider starting with empathy towards their recent roof replacement, which may help in building trust. Ask questions to uncover any potential concerns they may have about their current roof or future maintenance needs, and explain the specific value of your maintenance packages in more detail. Score: 6

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

I completely understand the need to consult with your partner, I speak with my wife about all major life decisions. Is there a time that you both will be home that I can come back and discuss it with both of yall present?

The response effectively acknowledges the prospect's need to consult with their partner, which demonstrates active listening and empathy. By sharing a personal anecdote about discussing decisions with a spouse, the salesperson builds rapport and creates a relatable connection. However, the closing technique could be strengthened by asking more open-ended questions to explore concerns or questions the partner might have. Additionally, suggesting a specific time to return could be more proactive rather than asking if there's a time, which might leave the prospect feeling non-committal. Overall, the tone is friendly and appropriate for the roofing industry, but it would benefit from a more solution-focused approach and proactive closing.

"Your quote is significantly higher than another contractor we spoke with."

I see the concern over price, however two estimates are rarely exactly the same. I would be happy to review the proposals side by side and ensure you are getting the same quality materials on both quotes. Aside from the material quality one thing I can assure you is our service will not be topped. We are the best reviewed company in East Texas due to our dedication to customer satisfaction and I strive to make sure your experience will be the best you’ve ever had with any contractor. What is your main goal with this project so I can ensure that your targets are being met?

The response effectively addresses the concern about price by suggesting a side-by-side comparison of the quotes, which is a good approach to demonstrate transparency and value. The tone is professional and customer-focused, which is appropriate for the roofing industry. However, while the emphasis on service quality and customer satisfaction is commendable, it could be reinforced with specific examples or testimonials to add more weight. The closing technique is subtle but could be more assertive; instead of just asking about the main goal, consider guiding the prospect toward the benefits of your offering. Overall, the response shows active listening and a solution-oriented approach, but it could benefit from some additional curiosity and value exploration. Score: 8

"What if the roofing materials you use don’t last as long as you claim?"

I can see the concern about the length of time the materials will last and think this is a great point. All of the materials we use are backed by a manufacturer warranty and we install the entire system as required by their guidelines to ensure if there is ever a warranty claim you will be taken care of. Over my decade in the roofing industry I have handled dozens of manufacturer warranty claims and in the unlikely event that need arises, I will walk you through the entire process to get the materials taken care of. Additionally, we will perform annual maintenance on the roofing system once complete which will allow us to continually ensure the roofing products are performing according to their guidelines.

The response effectively addresses the concern about material longevity by emphasizing the backing of manufacturer warranties, which is a strong point. The salesperson demonstrates clear communication and a professional tone, suitable for the roofing industry. However, to enhance the closing technique, they could have included a more direct call to action or next steps, such as scheduling a follow-up to discuss specific materials or a maintenance plan. The mention of annual maintenance adds value but could use more detail on how this contributes to longevity. It would also be beneficial to ask the prospect if they have specific concerns about certain materials to foster a more collaborative approach. Overall, a solid response with room for improvement on engagement and value exploration.

"We’re not ready to commit to any roofing work until next year."

Okay, I understand your desire to put it off however I want to go make sure you understand the possible problems with this approach. One main issue is the cost of roofing materials has risen by about 75% over the last 3 years and is showing no signs of slowing down so in a year you will almost certainly pay a higher price for the same project as today. Additionally, insurance carriers are rapidly changing their policies in ways that do not benefit the policyholder so we want to make sure you are not putting yourself at risk of dropped or lowered coverage. What changes would you need to see made to move forward this year rather than next year?

The response is effective in addressing the prospect's concern by providing relevant information about rising costs and insurance changes, demonstrating a solution-focused approach. The tone is appropriate for the roofing industry, as it blends urgency with understanding. The closing technique is present in the form of a thoughtful question that encourages the prospect to share their hesitations, which shows curiosity and discovery. However, the response could benefit from a more personal touch to build rapport and acknowledge the prospect's situation more empathetically. Overall, it successfully communicates value and encourages further dialogue, but there's a slight lack of active listening and collaborative engagement. Score: 8

"How do I know your team will finish the job on time?"

I would invite you to research our company on Google and look at the 350 plus reviews we have generated over the years which will reflect the positive feedback we have received on doing wonderful work on schedule. If you specifically look up my name, you can see several customers including an entire apartment complex that speaks on our teams ability to adhere to the schedule given for the project and actually complete it ahead of the projected timeline. Additionally, it is part of our company’s core values to have strong communication for successful relationships and to do what we say we are going to do with a positive attitude. I live by these standards and our team works together to ensure we hit our promised targets.

The response effectively addresses the concern about timely project completion by directing the prospect to credible sources (Google reviews) that validate the company's reliability. This demonstrates a solution-focused approach and builds some level of trust through social proof. However, the response could benefit from clearer communication and a more direct closing technique. Engaging the prospect with a question about their specific timeline needs or discussing any past experiences with delays could enhance curiosity and discovery. Additionally, expanding on how your team ensures adherence to timelines can further demonstrate value. Overall, while the response is informative, it lacks a bit in engagement and assertiveness to close the conversation positively. Score: 7

"I've heard negative reviews about your company from some neighbors."

Unfortunately we are human and we have made mistakes in the past. However I assure you if this feedback was brought to our leadership team directly they would be addressed and fixed immediately. Would you mind sharing which neighbors stated they did not have a good experience with our company so I can make sure we reach out to them and fix whatever issues they may have had. Our ultimate goal is to have every customer satisfied and although I am not aware of those issues, I will take it upon myself to get them resolved.

The response addresses the concern of negative reviews by acknowledging past mistakes, which shows humility and accountability. Asking for specific feedback from the prospect about their neighbors is a good approach to foster open communication and shows a willingness to resolve issues. However, the tone could be slightly more reassuring; instead of focusing on mistakes, the salesperson could emphasize the positive steps the company is taking to ensure customer satisfaction. Overall, the response is solution-oriented and seeks to engage with the prospect, which is commendable. A closing technique could have been included to guide the conversation towards a positive outcome. Score: 8

"Can you provide references from clients with similar projects?"

Absolutely, that is not a problem. I keep a list of references of all project sizes on hand and would love to provide you with a copy of it. I could also provide you with some addresses of the color roof you are looking at to visually see how it looks in person. Once you have had a chance to review my references and get the positive feedback you are looking for, what would stop you from doing business with me?

The response effectively addresses the concern by acknowledging the request for references and offering additional value by providing addresses for visual confirmation. The tone is friendly and professional, suitable for the roofing industry. The closing technique is also appropriately used by asking a question that encourages commitment while inviting further discussion. However, it could benefit from more curiosity by asking the prospect about their specific needs or concerns regarding the project, which would enhance the collaborative approach and active listening aspects. Overall, this is a solid response with minor areas for improvement regarding discovery and exploration of value.

"We’re concerned about the warranty and what it covers once the installation is complete."

I understand how important a warranty is on such a large construction project so this is a valid concern. Our warranty will cover anything labor related for the period of 5 years after the installation and any interior damages it may cause. Your roofing materials will all be covered by a manufacturer warranty which is typically a limited lifetime. The main exclusion to your warranty is anything that would be considered an insurance claim, in which case I could assist you with the claim process. All of these details are covered in our work agreement, would you like to go ahead and get that completed so you have it all in writing?

The response effectively addresses the concern about the warranty by clearly outlining what is covered and for how long, which is crucial in the roofing industry. The tone is professional and informative, suitable for the context. However, while it does a good job explaining the warranty details, it lacks a bit in curiosity and discovery—asking open-ended questions to further explore the prospect's specific concerns or any additional questions they might have could enhance engagement. The closing technique is somewhat abrupt; instead of immediately asking to complete the work agreement, it might be more effective to invite further discussion or questions before moving to close. Overall, the value of the warranty is communicated well, but it could be more collaborative. Score: 7

"Why should we trust your company over others that have been in the business for longer?"

While I respect everyone that has been in business longer than us, length of time in business does not necessarily guarantee the best product, service or warranty. In our near decade in business we have built a reputation in our community as a company that does what we say we will do in a professional manner and we back our work with a great warranty and you will see this reflected in the hundreds of reviews we have accumulated across platforms like Google and Facebook. What is it about these companies other than their length of time in business that attracts you to them and are their any other concerns about our company other than the fact that they have been in business longer than us?

The response does a good job of addressing the objection by highlighting the importance of reputation and customer satisfaction over merely the length of time in business. It effectively communicates the company’s strengths and reinforces the value proposition through mentions of reviews and warranties. However, it could benefit from a more engaging tone and a stronger closing technique to guide the prospect towards the next steps. Asking about other concerns is a good curiosity approach, but it could be phrased more positively to encourage dialogue. Overall, it demonstrates active listening and a solution-focused approach, but there’s room for improvement in rapport building and the closing technique.