FREE RIBO Customer Service and Sales Skills Test 1
Good customer discovery always focuses on asking __________________.
Let the Discovery Begin- If the customer can respond with a “yes” or “no,” then you’ve got to rephrase your question.
Managing objections takes _________.
Managing objections takes practice because it is not a skill that can be mastered overnight. By repeatedly encountering objections and learning how to effectively address them, one can become better at managing objections. Practice allows individuals to develop strategies, build confidence, and refine their communication skills. It also helps them anticipate objections and come up with appropriate responses. With practice, one can become more comfortable and proficient in handling objections, leading to improved outcomes in negotiations, sales, and other professional interactions.
To keep your customer around for the long haul, they must see ___________ in your product or service.
Show them the value- The purpose of good discovery is to understand what’s important to them, why it matters, and what their business would be like without your product or service.
What does cold lead advertising entail in the context of insurance sales?
______________ is a way to connect with your customer on a personal level.
Empathy is a way to connect with your customer on a personal level, show you care and that you’re listening.
What is twisting in the context of insurance sales practices?
What are the common reasons customers object?
When a customer puts an objection in front of you, you should _____________.
Always thank your customer when they put an objection in front of you because this is an opportunity to address it and move on with your deal. In fact, ask them about all of their concerns and objections right up front and you’ll receive even more opportunities to turn the table to your advantage.
Which of the following best describes high pressure tactics as mentioned in the text?
Customer references are another great tool because those stories often represent a ___________________, that was overcome with success.
Back it up with Proof and Customer References- it’s time to back up your statements with industry research, customer references or customer success stories to prove the value of your product or solution. For research, find out what analyst firms say about your industry or product and incorporate this data into your conversations.
If at anytime you don't understand something, ask the customer ___________.
Ask, Probe, Confirm- As the customer responds to your open-ended questions, you should probe further by asking more questions about what they’ve just said.