Sales Skills Assessment Quiz

1. Jenny has a new computer and just called in to have internet service. What is the best question that you think will help you uncover her needs for the internet?

Will price matter to you?

What are the things that you plan to do online?

Do you bank or shop online?

The question "What are the things that you plan to do online?" is the best question to uncover Jenny's needs for the internet because it directly asks about her intended online activities. By knowing what she plans to do online, it will be easier to determine the required internet speed, data usage, and any specific features or services she may need. This question provides valuable information to tailor the internet service to her specific needs.

Explanation

The question "What are the things that you plan to do online?" is the best question to uncover Jenny's needs for the internet because it directly asks about her intended online activities. By knowing what she plans to do online, it will be easier to determine the required internet speed, data usage, and any specific features or services she may need. This question provides valuable information to tailor the internet service to her specific needs.

2. Lisa is a home-based webpage manager. She mostly uploads pictures and video presentations for her web page. Knowing Lisa's needs how would you present the product to her?

Congratulations Lisa! We have a product that suits your needs. We can provide you with a high-speed DSL service that is up to 70 times faster than regular dial-up. It’s 3.0 Mbps best effort download speed for only $19.95/mo for the first 3 months and only $44.95 thereafter. Plus it includes 8 email addresses which are great for a home-based professional like you. Shall we go ahead and set you up for this?

Congratulations Lisa! DSL service is available for you! This is a hassle-free high-speed service that allows you to save time when you manage your website. The upload of 768 kbps best effort speed will allow you to post pictures and video presentations online in no time. On top of that, you get a 3.0 Mbps best effort download speed. And great news you can have this service for only $19.95/mo for the first 3 months and only $44.95 thereafter. Let’s go ahead and set you up with this wonderful service.

Congratulations Lisa! You can take advantage of our great high-speed DSL service. It has an upload of 768 kbps best effort speed and a download of blazing 3.0 Mbps best effort download speed which will allow you to surf and download a lot of things in a shorter time. Great for you since it’s only $19.95/mo for the first 3 months and only $44.95 thereafter. Let’s go ahead and set you up with this wonderful offer.

The correct answer provides a clear and concise explanation of the benefits of the DSL service for Lisa's needs. It highlights the high-speed upload and download speeds, which are essential for uploading pictures and video presentations quickly. Additionally, it emphasizes the cost-effectiveness of the service, with a discounted price for the first three months. The answer also uses positive language, such as "hassle-free" and "wonderful," to create a sense of excitement and satisfaction for Lisa.

Explanation

The correct answer provides a clear and concise explanation of the benefits of the DSL service for Lisa's needs. It highlights the high-speed upload and download speeds, which are essential for uploading pictures and video presentations quickly. Additionally, it emphasizes the cost-effectiveness of the service, with a discounted price for the first three months. The answer also uses positive language, such as "hassle-free" and "wonderful," to create a sense of excitement and satisfaction for Lisa.

3. Janice is spending over $80 every month for basic phone service. She is maintaining a home-based pastry shop and takes her customers' orders online and through the phone. How would you best present ADSL and Home Phone service?

Wow! That’s a lot of money just for basic phone service. Worry no more Janice we have ADSL and Home Phone service that is business-friendly. For only $69.95/month we will give you unlimited local and long-distance service. And not just that, you will also have a blazing speed of 8.0 Mbps best effort download speed for the ADSL. Such a special cost-effective deal don’t you think? Let’s go ahead get you started!

Wow! That’s a lot of money just for basic phone service. A worry-free bundled service is available for you. For only $69.95 per month, you will get the best of both phone and internet service. Feel free to browse the internet anytime as it will give you 8.0 Mbps best effort download speed and call anytime anywhere in the U.S. as this gives you unlimited local and long-distance calls. Plus you get 11calling features for free. Simply a great deal for a low price. Let’s go ahead get you started!

Wow! That’s a lot of money just for basic phone service. We have the perfect business solution. For only $69.95/month you can get the best of both phone and internet service. You can check and get updated orders online with its blazing 8.0 Mbps best effort download speed. You can never miss any important customers on the phone as this comes with customizable Voice Mail and Call Waiting plus 9 other great calling features. Simply a great deal for a low price. Let’s go ahead get you started!

The explanation for the given correct answer is that it offers a cost-effective solution for Janice's high phone service expenses. It highlights the benefits of ADSL and Home Phone service, such as unlimited local and long-distance calls, a blazing 8.0 Mbps download speed for online orders, and customizable voice mail and call waiting features. It emphasizes the affordability of the service at only $69.95 per month, making it an attractive option for Janice's home-based pastry shop.

Explanation

The explanation for the given correct answer is that it offers a cost-effective solution for Janice's high phone service expenses. It highlights the benefits of ADSL and Home Phone service, such as unlimited local and long-distance calls, a blazing 8.0 Mbps download speed for online orders, and customizable voice mail and call waiting features. It emphasizes the affordability of the service at only $69.95 per month, making it an attractive option for Janice's home-based pastry shop.

4. Jenny called and is looking for an internet service that will allow her to access her work emails while she travels. Knowing Jenny's need for an internet service, how would you position the dial-up service?

Our accelerated Dial-Up service is the best fit for Jenny. With its top of the line accelerator software, it will allow you to pull up your work emails to 5x times faster than any other dial-up service would. Plus we have over 9000 access numbers that you can use to connect to the internet wherever you are in the U.S. For only $14.95/mo for 12 months, you can never miss a single email. Do you have a Visa or a MasterCard?

Wow, our cost-saving and very accessible Dial-Up service is the best service for you, Jenny. It’s only $14.95/mo for 12 months and it will give you a surfing speed of up to 5x faster than any other regular dial-up in the market. On top of the surfing acceleration, we will give you Total Access for free which provides free pop-up blockers, scam blockers, and spyware blockers. Accelerated dial up with full packed protection for less money! Do you have a Visa or a MasterCard?

Our fast-speed Dial-Up service is the best fit for Jenny. With its top of the line accelerator software, it will allow you to surf the internet up to 5x times faster than any other dial-up service would. Plus we have free protection software with an Anti-Virus and Personal Firewall to protect your emails. For only $14.95/mo for 12 months, you will be totally protected. Do you have a Visa or a MasterCard?

The given answer is the best fit for Jenny because it highlights the key features that meet her needs. It mentions the top-of-the-line accelerator software, which will allow her to access her work emails 5x faster than other dial-up services. It also emphasizes the convenience of over 9000 access numbers, ensuring she can connect to the internet wherever she is in the U.S. The price of $14.95 per month for 12 months is also mentioned, making it an affordable option. The question about Visa or MasterCard indicates that the service is ready for immediate purchase, providing a sense of urgency.

Explanation

The given answer is the best fit for Jenny because it highlights the key features that meet her needs. It mentions the top-of-the-line accelerator software, which will allow her to access her work emails 5x faster than other dial-up services. It also emphasizes the convenience of over 9000 access numbers, ensuring she can connect to the internet wherever she is in the U.S. The price of $14.95 per month for 12 months is also mentioned, making it an affordable option. The question about Visa or MasterCard indicates that the service is ready for immediate purchase, providing a sense of urgency.

5. John wants to have internet service with any of his family members. What question would be appropriate to ask?

Do you download large files online?

Can you connect all computers to the internet at the same time?

How many computers do you currently have?

The question "How many computers do you currently have?" would be appropriate to ask because it helps determine the number of devices that would need internet access. This information is important in order to select an internet service plan that can accommodate multiple devices simultaneously.

Explanation

The question "How many computers do you currently have?" would be appropriate to ask because it helps determine the number of devices that would need internet access. This information is important in order to select an internet service plan that can accommodate multiple devices simultaneously.

6. Jane called in and wanted to check if our DSL service is available in her area. When you finished discussing the installation, she tells you that she can't wait for that long to have the service installed. How would you best handle this objection?

DSL is a high-speed service that’s exciting to use. DSL needs a special installation that will involve your phone company. The installation needs to be done by our installer and they have to make sure you are indeed qualified for the DSL service. We want to make sure you will be able to use the best quality of service that you really deserve as an EarthLink customer.

7-10 business days can indeed be a long time to wait for such an exciting service. No need to worry Jane as we will not be charging you with anything not until the service is installed. We just want to make sure that everything’s set up before we bill you. We always want to be fair to our customers. No installation, no charge.

There are certainly a lot of things to be excited about DSL. And I do understand you have a lot of things to do online. 7-10 business days is actually a standard installation timeframe for almost all DSL providers. This is to ensure that you can get the quality service that you deserve. What really sets us apart is that we will allow you online access while waiting with our 20 hours free dial-up service.

The explanation provides a valid response to Jane's objection about the long wait time for DSL installation. It acknowledges her excitement and need for online access, while also explaining that the 7-10 business day timeframe is standard for most DSL providers. It highlights the company's unique offering of 20 hours of free dial-up service to provide online access during the wait. This response addresses Jane's concerns and offers a solution that sets the company apart from others.

Explanation

The explanation provides a valid response to Jane's objection about the long wait time for DSL installation. It acknowledges her excitement and need for online access, while also explaining that the 7-10 business day timeframe is standard for most DSL providers. It highlights the company's unique offering of 20 hours of free dial-up service to provide online access during the wait. This response addresses Jane's concerns and offers a solution that sets the company apart from others.

7. Diane currently ordered VOIP service from Vonage and is looking for high-speed internet service to make it work. She is a graduating music student and she already ditched her landline since it costs her too much. How would you best position Cable High-Speed internet service?

Traditional phone services can be really costly Diane. This makes VOIP the most practical way to go. Worry no more as I’ll give you additional savings. Our high-speed Cable will allow you to access the internet up to 100 x faster than the regular dial-up. With its blazing speed, it’s only $29.95/month for the first 6 months and only $41.95 thereafter. Let’s go ahead and set you up for cable.

Traditional phone services can be really costly Diane. Thanks to VOIP. Worry no more as I’ll give you additional savings plus more convenience. Our high-speed cable service can help you download the latest music compositions up to 100 x faster than regular dial-up. This is one great deal that will complement your VOIP for only $29.95/month for the first 6 months and $41.95 thereafter. Let’s go ahead and set you up for cable.

Traditional phone services can be really costly Diane. As a student, I know you need to be very practical so I’ll give you more student-friendly discounts. We have our high-speed cable service which runs up to 100 x faster than a regular dial-up service for only $29.95/month for the first 6 months then only $41.95 thereafter. Shall we go ahead and sign you up for this service?

The given answer positions Cable High-Speed internet service as a cost-effective and convenient solution for Diane. It highlights the high-speed capabilities of the service, emphasizing that it is 100 times faster than regular dial-up. The answer also mentions that the service will complement Diane's VOIP service, allowing her to download music compositions quickly. The answer further emphasizes the affordability of the service, offering a discounted price of $29.95/month for the first 6 months and $41.95 thereafter. Overall, the answer presents Cable High-Speed internet service as a practical and beneficial choice for Diane's needs.

Explanation

The given answer positions Cable High-Speed internet service as a cost-effective and convenient solution for Diane. It highlights the high-speed capabilities of the service, emphasizing that it is 100 times faster than regular dial-up. The answer also mentions that the service will complement Diane's VOIP service, allowing her to download music compositions quickly. The answer further emphasizes the affordability of the service, offering a discounted price of $29.95/month for the first 6 months and $41.95 thereafter. Overall, the answer presents Cable High-Speed internet service as a practical and beneficial choice for Diane's needs.

8. Eddie called in to inquire about ADSL and Home Phone Service for his newly established home business. When you presented Unlimited Premium he then said that he pays almost the same price for his Bell South phone service with unlimited local and long-distance calls as well. How are you going to best handle this objection?

I have to admit that your current Bell South phone service is also a good deal, Eddie. This ADSL and Home Phone service will give you the best of both internet and phone service. This is best for your business since we will give you 11 free calling features that you need to pay for extra had it been with Bell South. Spells out more savings, isn’t it?

Well, Eddie Bell South did offer you a good deal. Let me just tell you that this ADSL and Home Phone service is a high-tech service with internet service and phone service in one. It will give you security since we will include our Total Access software for free that will protect all business-related information you want to keep private.

Wow, a good deal too. Well, you know what Eddie, our ADSL, and Home Phone service will be hassle-free since you can browse the internet with 8.0 Mbps best effort download speed. With this, you can save time too since it’s fast and reliable.

The explanation for the given correct answer is that the salesperson acknowledges that Eddie's current Bell South phone service is a good deal. However, the ADSL and Home Phone service being offered provides the best of both internet and phone service. The salesperson highlights that this service includes 11 free calling features, which would require additional payment with Bell South. This implies that choosing the ADSL and Home Phone service would result in more savings for Eddie's business.

Explanation

The explanation for the given correct answer is that the salesperson acknowledges that Eddie's current Bell South phone service is a good deal. However, the ADSL and Home Phone service being offered provides the best of both internet and phone service. The salesperson highlights that this service includes 11 free calling features, which would require additional payment with Bell South. This implies that choosing the ADSL and Home Phone service would result in more savings for Eddie's business.

9. Carlo called in and is interested in EarthLink's DSL service. When you started to talk about the price he said he finds it too pricey. How would you handle this objection?

Price really matters Carlo. Well, I’m sorry if I was not able to tell you that we have a 30 day remorse period for you to check how great the service is. It’s a risk-free 30 days for you to think whether the price is worth it or not. After 30 days feel free to call us back when you feel it doesn’t work the way you expected it to.

I do understand you have a budget to follow Carlo. I too have my own budget set for internet service. It may seem expensive but you will get it for only $19.95/month for the first 6 months and only $39.95 thereafter. This is really the only promotion available in your area. This spells out huge savings for 6 months.

I do understand our monthly rate is a bit higher compared to other high-speed providers Carlo. A few dollars that you put in our service will serve as your monthly investment as we provide you help anytime you need one with our Free award-winning 24/7 technical support. We have been in this business for over 10 years and our expertise is already unbeatable.

The correct answer explains that although EarthLink's monthly rate may be higher compared to other providers, it is worth the investment because they offer free award-winning 24/7 technical support and have over 10 years of expertise in the business. This implies that the higher price is justified by the added value and quality of service that EarthLink provides.

Explanation

The correct answer explains that although EarthLink's monthly rate may be higher compared to other providers, it is worth the investment because they offer free award-winning 24/7 technical support and have over 10 years of expertise in the business. This implies that the higher price is justified by the added value and quality of service that EarthLink provides.

10. Meredith had her Verizon phone service for 10 years but she is considering having a bundled package of ADSL and Home Phone Service. Which of these questions will help you identify what ADSL and Home Phone Service plan to Offer?

How much are you paying for your phone service per month?

Do you use your phone a lot?

What calling features do you have with Verizon?

The question "How much are you paying for your phone service per month?" will help identify what ADSL and Home Phone Service plan to offer because it will provide information about the current cost of the phone service. By knowing the monthly payment, it will be easier to compare it with the cost of the bundled package and determine if it is a more cost-effective option.

Explanation

The question "How much are you paying for your phone service per month?" will help identify what ADSL and Home Phone Service plan to offer because it will provide information about the current cost of the phone service. By knowing the monthly payment, it will be easier to compare it with the cost of the bundled package and determine if it is a more cost-effective option.