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 the primary goal of a freight broker during the initial sales call with a prospective shipper?
Answer: Identify the shipper's lanes, volume, and pain points to offer a tailored solution
The initial sales call is a discovery process where the broker learns the shipper's specific lanes, freight characteristics, volume, and service challenges to propose relevant solutions.
What does a 'lane analysis' involve when a broker is prospecting a new shipper?
Answer: Reviewing the shipper's regular origin-destination routes to price and plan capacity
A lane analysis examines the shipper's regular shipping corridors to assess carrier availability, typical rates, transit times, and how the broker can compete effectively on those routes.
Which of the following best describes a 'Request for Proposal' (RFP) in freight brokerage sales?
Answer: A formal bid process where shippers invite brokers to submit pricing for their freight network
An RFP is a formal procurement process initiated by shippers asking brokers to submit detailed pricing proposals for their annual or seasonal freight needs.
What is a 'shipper of choice' and why does a freight broker want their shippers to have this status?
Answer: A shipper known for quick loading, fair pay, and good facilities, making carriers eager to haul their freight
Shippers of choice are preferred by carriers due to short detention times, easy facilities, and on-time payment, which means brokers can consistently secure better rates and capacity for those customers.
What is the main purpose of a broker providing a shipper with a 'quarterly business review' (QBR)?
Answer: To review performance metrics, cost trends, and identify opportunities to improve service
A QBR is a structured meeting where brokers present data on on-time performance, cost savings, and service quality to strengthen the relationship and demonstrate ongoing value to the shipper.
Why is freight broker relationship management with shippers considered as important as price competitiveness?
Answer: Shippers often pay a small premium for trusted, reliable brokers who prevent costly service failures
Reliable service and strong relationships build trust that keeps shippers loyal even when a broker's rate is slightly higher, since service failures cost shippers far more than a marginal rate difference.