Landscape lighting
Sales Assessment Results by Chase

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

Completely understand. My wife and I discuss all major purchases. In my experience, relaying important information sometimes gets foggy. Are they available now or is there a good time the three of us could go over this together? Also, is there anything holding you back from moving forward?

This response effectively acknowledges the prospect's need to consult with their spouse, which demonstrates active listening. The salesperson shares a personal anecdote, which helps build rapport and shows empathy. The questions about availability for a joint discussion and any additional concerns are well-placed, encouraging further conversation and discovery. However, the transition from discussing with the spouse to exploring any other hesitations could be smoother. Overall, the tone is friendly and appropriate for the industry, but could benefit from a bit more focus on the value proposition of the product being sold. Encourage the salesperson to weave in a few points about the benefits of the landscape lighting that might resonate with both the prospect and their spouse during the follow-up discussion.

"I’m not convinced that landscape lighting will significantly improve our property value."

I understand it’s definitely a visual product. I tell you what do two things for me… 1- drive your neighborhood at night and see what houses catch your eye. 2- look at listings on Zillow. Scroll through it and tell me if a night time shot doesn’t catch your eye. Theses optics will show you your home is more marketable than the neighbors dark home. Also, an accredited broker did a study that adding landscape lighting brings an ROI to over 150%.

The response effectively addresses the prospect's concern about property value by encouraging them to visualize the impact of landscape lighting in their neighborhood and on real estate listings. However, it could have been more engaging by asking if they have noticed any lighting features in homes they admire. The tone is mostly appropriate, but it could be slightly more conversational to build rapport. The mention of an accredited broker’s study adds credibility, but the salesperson should ensure clarity in communication. Overall, while it supports the value proposition, it lacks a direct closing technique to steer towards a decision. A score of 7 reflects these strengths and areas for improvement.

"Your warranty terms seem less favorable compared to others we’ve seen."

I love that you did your research and you are informed. You know the best warranty on the market??? It’s the one that never has to get used. Our robust American made products outlast all of our competitor products. Also be wary of extremely long warranties, as most of the other service companies use it as a sales tactic and will not return phone calls. Was there a specific item that you were referring to? If I was to modify this concern and add extra time, could we move forward with the project?

The response effectively acknowledges the objection by appreciating the prospect's research. However, it could have been more effective by providing specific comparisons to competitor warranties rather than general statements about quality. The tone is conversational and engaging, which is appropriate for the landscape lighting industry. The closing technique is proactive by suggesting an adjustment to the warranty terms, though it could have been clearer and more direct. Asking if there was a specific item of concern is a good way to explore the issue further, but it could benefit from a bit more detail on how the products' durability translates to value for the customer. Overall, the response demonstrates some curiosity and a collaborative approach but lacks a bit in value exploration and active listening. Score: 7

"We just installed new landscaping, and we're not ready to add lighting yet."

Your landscape looks beautiful, I really wish your neighbors could see it all the time. If you are okay with this, I would like to set up a free demonstration of what I would like to do at your home. I will set up some temporary lights that we can leave over the weekend. This will show you exactly what you are going to get before purchasing.

The response does a decent job of acknowledging the prospect's recent landscaping investment and compliments their work, which helps build rapport. However, it could be improved by addressing the specific concern of timing more directly. Instead of just suggesting a demonstration, it would have been beneficial to explore the prospect's timeline for adding lighting and discuss how lighting could enhance their current landscaping. Additionally, a closing technique could have been employed more effectively by framing the demonstration as a no-pressure opportunity to visualize future enhancements rather than an immediate sales push. Asking a question to understand their plans for the landscaping and how they envision using lighting in the future would have shown curiosity and discovery, enhancing the solution-focused approach. Overall, while the response has potential, it lacks some depth in exploring the prospect's needs and concerns. Score: 7/10 for the effort in rapport-building and offering a solution, but it misses some critical engagement elements.

"I’ve had bad experiences with contractors in the past; how can I trust you?"

We have over 200 5 star reviews on google and been in business for over 5 years. We only ask for 50% down and the remaining balance when we walk the property together to make sure you are 100% satisfied. At the end of the day, our word means everything to us. I have several clients in the neighborhood, would you like references?

The response effectively addresses the concern by providing social proof (200 5-star reviews), establishing credibility through years in business, and outlining a clear payment structure that shows commitment to customer satisfaction. The mention of existing clients in the neighborhood adds a personal touch and fosters trust. However, it could improve by explicitly acknowledging the prospect's past experiences to demonstrate active listening and empathy. Additionally, while offering references is a good move, it would be beneficial to ask a question to further engage the prospect and discover more about their specific needs or concerns. Overall, the tone is appropriate for the industry, but a more collaborative approach could enhance rapport. Score: 7

"Why should we choose your solution over a DIY option?"

Great question. You know how DIY projects go… 10 trips to Home Depot, you are limited on quality products at the big box store, and at the end of the day when the system doesn’t turn on, you have to pay me to fix it. Also, we have 20 years of experience installing landscape lighting. Why would you risk burning down your house to save a little money?

The response effectively addresses the concern by highlighting the potential pitfalls of DIY projects, such as the inconvenience of multiple trips to the store and the risk of poor quality. However, it could be more effective if it focused less on the negatives of DIY and more on the value and benefits of your solution. The tone is somewhat informal and could be perceived as condescending with the comment about burning down the house. It does mention experience, which is valuable, but lacks a closing technique that would prompt further engagement. Additionally, it could benefit from asking a question to further understand the prospect’s needs and preferences. Overall, while the response has some good points, a more solution-focused and collaborative approach would enhance it significantly.

"The installation timeline seems too long; we want this done quickly."

We are extremely thorough on projects. Here is the breakdown.. Day 1- layout and wire burial. Day 2- fixture installation and placement. Day 3- complete the installation and do a walk through with you. I overestimate the timeframes to make sure that if any issue arises we can complete the project without going over the time frame. I can put multiple crews on the project to shave some time. We can start in 3 days, would that work for you?

The response effectively addresses the concern about the timeline by explaining the thoroughness of the process and offering a solution to expedite it with multiple crews. However, it could improve in a few areas: 1. **Active Listening**: Acknowledging the prospect's urgency more directly could build rapport. For example, expressing understanding of their desire for a quicker installation would show empathy. 2. **Curiosity and Discovery**: Asking the prospect about their specific timeline needs or any deadlines they are working with could provide valuable insights and create a more collaborative discussion. 3. **Value Exploration**: While the response details the process, emphasizing the quality and benefits of a thorough installation could enhance the perceived value of the timeline. 4. **Closing Technique**: The closing question is good, but could be stronger if it specifically tied back to their urgency or offered a sense of urgency for decision-making. Overall, the response is solid but could be more engaging and empathetic to better resonate with the prospect.

"Our budget for outdoor improvements is tight this year; can you work with that?"

We can work within your budget and have several different options for you. First, we could break the job down in phases. Front yard this year and backyard next year. Or if you want it all to be completed, we could look at our value package that would stay within your budget. Lastly, we offer 24 month, low interest option that could spread the cost over two years. Is there option here that you would like more information on?

The response effectively addresses the budget concern by presenting multiple options, including phased implementation and a value package, which demonstrates a solution-focused approach. The communication is clear and appropriate for the landscape lighting industry, using a collaborative tone by asking for the prospect's interest in specific options. However, it could benefit from a bit more curiosity and discovery, such as asking about the specific budget range or priorities for the outdoor improvements. Overall, it shows good active listening by acknowledging the budget constraint and providing tailored solutions, but could enhance the closing technique by suggesting a follow-up meeting to discuss details further. Score: 8/10.

"I’m concerned about the ongoing maintenance and costs associated with landscape lighting."

Great question. Like anything you buy, there is maintenance associated with it. Our designs always take in consideration of the long term maintenance. We offer yearly maintenance packages starting at $199 a year. These packages extend your warranty for free and on average extend the systems life an additional 7 years. Would you like me to include that into your quote?

The response effectively addresses the concern about ongoing maintenance and costs by acknowledging that maintenance is a natural part of any purchase and providing a clear solution in the form of yearly maintenance packages. The communication is straightforward and maintains a positive tone. However, it could benefit from a more personalized approach by asking the prospect about their specific concerns regarding maintenance or previous experiences with similar systems. This would demonstrate active listening and curiosity. The closing technique is appropriate, inviting the prospect to include the maintenance package in the quote, but it could have included a question to gauge the prospect's interest or any lingering concerns. Overall, the response demonstrates a solid understanding of the value proposition but could deepen engagement by exploring the prospect's perspective further and ensuring a collaborative dialogue.

"What if we don’t like the look once it’s installed; what’s your return policy?"

In 15 years of business, we have never had a return. But let me explain why… After completing the project we walk through and do a night time adjustment to make sure you are 100% satisfied. We move fixtures, adjust fixtures, and can remove fixtures from your home if you do not like them. Also, we also give you 30 days to review the system, so if anything needs changing we come back later as well. Would you like to get your project on the schedule for next week?

The response effectively addresses the concern by highlighting the company's track record and the steps taken to ensure customer satisfaction, such as the night time adjustment and the 30-day review period. It demonstrates clear communication and an appropriate tone for the landscaping industry, which values aesthetics and customer satisfaction. However, while it is good to transition to closing, the salesperson could improve by asking a few more open-ended questions to explore the prospect's specific preferences or concerns about the look of the lighting. This would demonstrate active listening and curiosity while also reinforcing a collaborative approach. Overall, the response is solid but could benefit from additional engagement with the prospect's perspective and preferences.