Customer Needs Assessment & Sales Flashcards

A customer reports that their water softener is using more salt than expected. Which needs assessment question would BEST help diagnose the cause?

Answer: Has your household size or water usage changed recently, and has the regeneration frequency been checked?

Changes in household size, usage, or incorrect regeneration settings are the most common causes of excess salt consumption.

What is the primary purpose of conducting a hardness test during an in-home water assessment?

Answer: To determine if a water softener or scale inhibitor is warranted and to properly size the resin capacity

Hardness testing provides the grain-per-gallon data needed to size a softener correctly and justify the purchase.

A prospect says, 'I need to think about it.' Which sales response is most professional and likely to advance the sale?

Answer: Ask what specific questions or concerns they need answered to feel confident in a decision

Uncovering the real objection behind 'I need to think about it' allows the salesperson to address it directly and move the conversation forward.

Which water quality parameter is most important to test when a customer reports recurring gastrointestinal illness linked to their private well water?

Answer: Total Coliform and E. coli bacteria

Gastrointestinal illness from well water is a red flag for bacterial contamination, making coliform and E. coli testing the immediate priority.

In a competitive sales situation, a customer shows you a lower quote from another dealer. What is the most effective CWS-level response?

Answer: Differentiate based on water test results, equipment quality, service capabilities, and long-term value rather than competing on price alone

Competing on value, expertise, and service rather than price protects margins and demonstrates professional credibility.

A customer's water test shows nitrate levels at 12 mg/L. What should the dealer communicate about this result?

Answer: This exceeds the EPA Maximum Contaminant Level of 10 mg/L and poses a health risk, especially for infants

The EPA MCL for nitrate is 10 mg/L as nitrogen; levels above this pose serious health risks, particularly methemoglobinemia in infants.

Which follow-up action after an installation BEST supports customer retention and referral generation?

Answer: Scheduling a post-installation check-up call to confirm satisfaction and address any questions

Proactive post-installation follow-up demonstrates commitment to customer success and opens the door for referrals and service renewals.