Sales Assessment Tests

[casseopeia]

I just got rejected from a job prospect as an outside home improvement sales consultant. It's pretty far from my experience, but I have a a friend who works there and thinks I'd be good at the job. I can't even begin to imagine what I answered on the test that was so wrong. There was nothing technical, so it's not like I screwed up because I don't know Solidworks. Most of the questions were on the order of, "would past managers say you were" a) much more hardworking than your coworkers, b) a bit more hard working c) about the same d)less hard working e) you didn't show up for work much. This assumes of course that all my past managers would have the same opinion.

Or there were the obvious sales-y questions like, "A customer asks for a product that this company does not carry. What is the MOST likely way you would handle the request and what is the LEAST likely way" a) Tell the custom which of our competitors carry that product. b) Ask the customer more questions about their needs and help them find a product in our line that meets those needs. c)Tell the customer that they are very uninformed. d) Choose the best solution for the customer.

Any insight is most appreciated.



If you are offended by the things I say, imagine the stuff I hold back.

 

[MikeHalloran]

Clearly, the 'right' answers to the stated questions would be:
a.
b.,a.

You have to imagine yourself to be exactly the kind of amoral mutant slimeball that any sales manager would hire in an instant, and answer the questions as that person would.

... but you knew that.

From what I know of you here, you are entirely too honest and ethical, at your core, to succeed at sales of any kind. You will always be beaten at it by someone who will do "whatever it takes". ... and that's not a bad thing.





Mike Halloran
Pembroke Pines, FL, USA

 

[casseopeia]

I posted this question on a more career-diverse forum with people who are in sales or other non-technical fields. For the first question I'm getting about half saying 'a' is the right answer because it shows I am a go-getter. The other half said I am an arrogant asshat.

The second question so far is all over the map and most are surprised I would pick telling the customer that they are misinformed over steering them to the competition. So I used an example of someone who wants to use Carrera marble for their countertops and shower surround. I would explain to the customer that marble is very porous and soft. It will absorb stains deep into the stone that cannot be buffed out and will show even the most minor scratches. It wears very quickly. It's why sculptors like to use it.

If a customer is unable to choose a finish, I would choose for them based on responses to a set of questions, or just looking around and seeing what they like. But no. The sales people tell me essentially that the custom is never wrong, even if they are not right. For the second one the best answer is 'a' or 'b' and the worst one is 'c.'

I'm thinking you are right. I'm not really a sales person at my core.

If you are offended by the things I say, imagine the stuff I hold back.

 

[1gibson]

I think idea is to mark the most confident and/or highest price answer, then the real test begins when you have to defend your answer to the interviewer. If they believe you, you can make the sale and you get the job. If they don't believe you, no sale, no job.

Regarding the marble example, don't steer them away. Instead, tell them what a classy choice that is, and mention the optional extended warranty if they have any concerns about durability.

If they have no idea about a finish, explain why the most expensive option is obviously very nice, then push them towards the 2nd most expensive finish. It is just human nature to pick the middle option, or 2nd from the top, and a good salesperson will help a customer develop and feel confident about their partially formed opinion.

Having said that, no way I could personally do it. If a 70 year old woman told me she wanted a polished marble shower floor, I would tell her no, it is too dangerous and a non-slip mat would make it look tacky.

 

[fel3]

Cass…

Of course sales people will tell you that "the customer is never wrong, even if they are not right." They often don't have to live with the consequences. I have never believed that the customer is never wrong, which is probably why I am not in sales.

In consulting, as you well know, there are times we MUST tell our clients they are wrong. We have legal and ethical duties to do so, but most sales apparently has no such duty. I once worked with an older engineer who was a true expert in his field (water quality) and was much in demand. He would sometimes yell at his clients that they were wrong--sometimes cussing, sometimes calling them stupid, etc--and they would hire him back for more. Sometimes I have had to tell a client he is wrong, but I prefer a much more diplomatic approach.

Fred

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"Is it the only lesson of history that mankind is unteachable?"
--Winston S. Churchill