CFB Customer Relations and Sales Flashcards
6 cards from real CFB practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CFB Customer Relations and Sales flashcards as text
What is 'accessorial charge education' in the context of broker-shipper communication?
Answer: Explaining to shippers what additional fees (detention, lumper, layover) may apply beyond the base rate
Accessorial charge education helps shippers understand that charges like detention, fuel surcharges, and re-delivery fees are separate from the base freight rate and may apply depending on shipment circumstances.
Which sales technique is most effective for a freight broker trying to expand business with an existing shipper?
Answer: Identifying new lanes the shipper is currently using other providers for and proposing competitive service
Growing share of wallet with existing customers by identifying lanes handled by competitors — and proving superior service on current lanes — is the most cost-effective way to grow a freight brokerage account.
Why is understanding a shipper's 'routing guide' important for a freight broker?
Answer: It reveals the shipper's preferred carrier hierarchy so the broker knows when they will receive freight
A routing guide outlines the shipper's carrier hierarchy by lane, showing primary, secondary, and spot providers in order; brokers typically enter as backup capacity and can earn primary status through consistent performance.
What does 'freight broker customer service SLA' typically include?
Answer: Check-call frequency, response time commitments, and escalation procedures for service failures
A broker customer service SLA defines agreed service standards such as how often the broker will provide shipment updates, maximum response time to shipper inquiries, and how exceptions are managed.
How can a freight broker add value to a shipper beyond simply providing trucks?
Answer: Offering market intelligence, data reporting, and supply chain optimization recommendations
Value-added services such as lane benchmarking, transit analytics, carrier scorecards, and supply chain recommendations elevate the broker's role from a transactional provider to a strategic logistics partner.
What is a 'freight broker's book of business' and why does it matter in the industry?
Answer: The portfolio of shipper accounts a broker manages, representing their revenue base and market reputation
A broker's book of business is the collection of shipper relationships and recurring revenue they've built, and it's the primary measure of a broker's success, career value, and market standing.