On our assessment sheet under the Selling skills questions for non sales calls we currently have the following questions
1. Did the agent ask for the sale?
2. Was the agent able to identify the buying signals?
3. Did the agent take advantage of the buying signals?
4. Was Objections identified and dealt with effectively?
Which other questions can we use, to Identify problems with non sales calls and assist the sales team to make more sales?
How about adding;
a) Did the agent present the benefits of the product and service alongside the features? (People buy benefits not features)
b) Did the agent use questioning skills? (This may not be appropriate if you are selling an FSA regulated product. If not selling a regulated product, the agent will have more freedom to ask questions that can provide information to enable them to match the product to the customers circumstances/needs).
If you don't already have the following questions under another section you could consider adding;
i) Did the agent build rapport?
ii) Did the agent use voice control techniques i.e. relevant pace, pitch and tone? (reason for this question; some customers respond better when an agent speaks more slowly or faster, customers respond better to a deeper pitch than a high pitch etc.)
1)Go on the phone and show them
2)I think point 4 should be changed to "were Objections identified and dealt with effectively?,i.e not "was"
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