Business & Customer Service Skills Flashcards

A client calls to complain that the centerpieces delivered for her event looked nothing like the approved sample. What is the BEST first step?

Answer: Listen fully, apologize sincerely, and ask to see photos of the issue

Acknowledging the client's experience and gathering documentation allows you to assess the situation fairly before offering a resolution.

When calculating the retail price of a floral arrangement, the standard industry markup on wholesale flower cost is typically:

Answer: 2x to 2.5x (100–150% markup)

A 2x to 2.5x markup on wholesale flower cost is the standard industry benchmark that covers labor, overhead, and profit margin.

A bride asks you to match her bridesmaids' dresses — a fabric swatch color — exactly in flowers. The MOST professional response is to:

Answer: Explain that exact dye-lot matching is not possible but promise the closest achievable tonal match

Natural flowers cannot perfectly replicate fabric dye lots, so managing expectations honestly protects both the client relationship and your reputation.

Which document BEST protects a floral designer when a client disputes the agreed-upon design after delivery?

Answer: A signed proposal with photos, itemized costs, and a substitution policy

A signed proposal with visual references and a substitution clause is legally enforceable and eliminates ambiguity about what was agreed.

A walk-in customer is browsing with no specific request. The BEST upselling approach is to:

Answer: Ask open-ended questions about the occasion and recipient to guide them toward a suitable arrangement

Open-ended discovery questions uncover the customer's real needs and naturally lead to appropriate recommendations at a suitable price point.

When should a floral designer collect a deposit on a large event order?

Answer: At the time of booking to secure the date and cover initial product costs

Collecting a deposit at booking protects the designer from cancellation losses and funds early material purchases.

Which metric is MOST useful for evaluating whether a floral shop's pricing is sustainable?

Answer: Cost of goods sold (COGS) as a percentage of revenue

COGS as a percentage of revenue directly reveals whether pricing covers costs and leaves adequate margin for profit.