Business & Customer Service Skills Flashcards

A customer is unhappy and demands a full refund for a wedding bouquet that was delivered on time and matched the approved sample. What is the recommended approach?

Answer: Review the signed contract and proposal together with the customer to demonstrate that deliverables were met, then offer a good-faith courtesy discount if appropriate

Referring to the signed agreement protects the business while a good-faith gesture demonstrates customer care without setting a precedent for unwarranted refunds.

Which pricing method ensures all fixed and variable costs are covered before profit is calculated?

Answer: Cost-plus pricing

Cost-plus pricing sums all costs (flowers, labor, overhead) and then adds a profit margin, ensuring the business does not operate at a loss.

During a wedding consultation, a bride mentions a very tight budget. The BEST strategy is to:

Answer: Offer scaled-down but cohesive design options that honor her vision within the budget, and clearly outline what is and isn't included

Presenting thoughtfully curated budget-friendly alternatives demonstrates professionalism and keeps the client relationship positive.

What is the purpose of a substitution clause in a floral design contract?

Answer: It gives the designer the right to use flowers of equal or greater value if specified varieties are unavailable

A substitution clause protects the designer from supply chain disruptions while ensuring the client still receives arrangements of comparable quality and value.

Which customer service technique is MOST effective when a client is emotionally distressed while placing a sympathy order?

Answer: Use active listening, allow pauses, and speak in a calm, unhurried tone

Active listening and a calm demeanor provide comfort to grieving clients and allow them to communicate their needs at their own pace.

A floral shop wants to reduce waste from unsold perishable inventory. Which strategy is MOST effective?

Answer: Implementing a just-in-time ordering system aligned with confirmed sales and seasonal demand forecasts

Just-in-time ordering minimizes holding time for perishables, directly reducing shrinkage and improving profitability.

What should a floral designer do FIRST when a new wholesale supplier offers a significantly lower price than current suppliers?

Answer: Request sample stems to evaluate quality, reliability, and consistency before committing

Flower quality directly affects customer satisfaction and reputation, so evaluating samples before switching suppliers is essential due diligence.