Exam (elaborations)
APTIVE CUSTOMER CONCERNS EXAM QUESTIONS AND ANSWERS
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APTIVE CUSTOMER CONCERNS EXAM QUESTIONS AND ANSWERS...
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APTIVE CUSTOMER CONCERNS EXAMQUESTIONS AND ANSWERS
Resolving smokescreens and customer concerns on the doors
Terminex, treated last week - ANSWER
Worried about treating the lawn on top of lawn care treatment -
ANSWER
Do you have a brochure? - ANSWER Oh, I don't carry flyers. I'm only
setting up a few last people in the area today, so the deal goes with me.
You see, normally, when I'm not running this promotion, it can get pretty
expensive. We only offer a deal this good about once per year, when we
are already in the neighbourhood and have a couple of vacancies on the
route. I'll tell you what if you can get it done with the rest of your
neighbours tomorrow...
I don't want my card information on file - ANSWER
I'd like to get it sprayed but my husband doesn't because he takes care
of it himself - ANSWER That's great. You're smart! Living in this area,
you have to do something; otherwise, bugs would overrun the place. A
lot of your neighbours haven't done anything, and they've been pulling
their hair out. Tell you what: let me show you what I'm doing for
everyone else tomorrow since I'm discounting the whole neighborhood
for over half off.
No, I think we're good - ANSWER I only stopped by because I'm taking
care of _____'s house... since you're so close, and we don't want the
bugs jumping over, I can actually do it for 80% off, full property
professional flush.
,Accidentally running into a current customer - ANSWER Oh, I'm sorry. I
had no idea (say this while laughing a little bit, which will help break the
ice). What was your name? (pause) Nice to meet you, ________; my
name's Chloe. So, is everything going okay? Great! You know about our
free re-services, right? People have been seeing a lot of (name of pest)
lately, so make sure to give us a call if you ever see anything between
treatments. Always ask for a referral before leaving the door. You might
say, "Before I go, do you have any friends or neighbors who would want
to get our service at a huge discount?" or "So which of your neighbors is
unhappy with their bug guy?"
We have someone, I don't know who it is, but we've had them for a few
years... my husband takes care of it - ANSWER Explain the service and
tell them that you do the first one for free, one year professional flush
(come back to speak to spouse if needed) and ask what they got treated
for initially.
I have Terminix and I'm not seeing anything outside - ANSWER
DIYer with professional grade product - ANSWER
They have a service for mosquitos and termites - ANSWER
Still can't afford the service for 0/89 because of social security,
retirement, etc - ANSWER Situational roadblock. Move on.
Non-homeowner answers door - ANSWER
I'd have to think about that. Not now. - ANSWER
Refuses to open door or screen door - ANSWER
New to the area, busy, got a lot of other projects and obligations -
ANSWER If the customer tells you that they are still moving in, inform
them that this is the best time to receive service, while we still have easy
access to the majority of the walls to perform treatment. Or just let the
customer know our focus will be on the outside and that it won't affect
the inside of the home.
, In the middle of dinner - ANSWER
Someone comes out twice a year already and I put chemicals on the
lawn twice a month in between, I'm not seeing anything - ANSWER
I don't like contracts (even after I dropped the price) I just want a one
time treatment. - ANSWER Reassure the customer that you understand
and explain that Aptive's service has a 100% satisfaction guaranty. If the
customer has any pests return, Aptive promises to re-service the home
at no extra charge as many times as necessary to resolve the
infestation. After explaining this to the customer, look them in the eye
and ask, "Does that sound fair to you?"
Not interested - ANSWER
All Solutions just came out and treated - ANSWER
"I think my husband has somebody. I dont know exactly who he uses,
but he has somebody." - ANSWER
Someone sprayed earlier this spring - ANSWER
All Solutions knocked a couple weeks ago - ANSWER I came out last
because I'm the cheapest, and I do five times the work.
We're moving today - ANSWER Situational roadblock. Move on.
Renters, not interested - ANSWER "Not a problem. You know, the bugs
don't run away just because you don't own the place. I'll tell you what: If
you can get it done tomorrow with everyone else, I'll go ahead and give
you our renter's special for the lowest rate I possibly can, for $49." Once
again, be careful not to waste too much time with renters because they
are typically less willing to invest money into something they do not own
and will typically move within 2 years (making them ineligible for Aptive's
service without a minimum 2-year commitment).
Not sure who came, took care of ants recently - ANSWER
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