CFD Business & Customer Service Skills 3 — Questions and Answers
Question 1: A customer requests flowers for a sympathy arrangement but has no specific preferences. Which question is MOST appropriate to ask first?
- What is your total budget?
- What was the deceased's favorite color or flower, if known? (Correct answer)
- Do you want it delivered today?
- How many stems would you like?
Correct answer: What was the deceased's favorite color or flower, if known?
Personalizing a sympathy arrangement to the deceased shows empathy and creates a more meaningful tribute for the grieving family.
Question 2: An online order is placed for same-day delivery but the requested flower variety is out of stock. The BEST course of action is to:
- Cancel the order and issue a refund without contacting the customer
- Contact the customer immediately, explain the situation, and offer a comparable substitution or adjusted delivery date (Correct answer)
- Ship whatever is available without notifying the customer
- Delay delivery until the flower arrives
Correct answer: Contact the customer immediately, explain the situation, and offer a comparable substitution or adjusted delivery date
Proactive communication preserves trust; customers are far more forgiving when informed and offered options than when surprised.
Question 3: In retail floral design, 'shrinkage' refers to:
- The natural wilting of flowers over time reducing display life
- Inventory loss due to theft, spoilage, or damage (Correct answer)
- Seasonal reduction in customer foot traffic
- Downsizing the shop's product range
Correct answer: Inventory loss due to theft, spoilage, or damage
Shrinkage encompasses all forms of inventory loss including perishable waste, breakage, and theft, all of which erode profit margins.
Question 4: Which of the following is a PRIMARY benefit of maintaining a client order history database?
- It satisfies state licensing requirements
- It enables personalized re-engagement marketing and reduces consultation time for repeat customers (Correct answer)
- It eliminates the need for contracts
- It automatically reorders inventory
Correct answer: It enables personalized re-engagement marketing and reduces consultation time for repeat customers
Order history allows designers to anticipate preferences, suggest timely reminders (anniversaries, holidays), and build lasting customer loyalty.
Question 5: A corporate client requests weekly standing orders for lobby arrangements. What business practice BEST ensures smooth fulfillment?
- Handle each week's order ad hoc to stay flexible
- Set up a standing order contract with agreed specs, delivery schedule, pricing, and a 30-day cancellation clause (Correct answer)
- Require full prepayment for the entire year
- Charge variable pricing based on weekly flower market costs
Correct answer: Set up a standing order contract with agreed specs, delivery schedule, pricing, and a 30-day cancellation clause
A standing order contract creates predictable revenue, defines expectations clearly, and protects both parties with a cancellation provision.
Question 6: When a customer complains about flower longevity, asking which question BEST helps diagnose the issue?
- 'Which florist did you use before?'
- 'Where were the flowers placed and how were they cared for at home?' (Correct answer)
- 'Did you buy the most expensive arrangement we offered?'
- 'How many days ago did you purchase them?'
Correct answer: 'Where were the flowers placed and how were they cared for at home?'
Placement, temperature, and care practices are the leading causes of premature wilting, so this question quickly identifies whether the issue is environmental.
Question 7: The term 'contribution margin' in a floral business context means:
- The percentage of revenue donated to charity
- Revenue minus variable costs, showing how much each sale contributes to covering fixed costs (Correct answer)
- The total payroll contribution to social security
- Markup percentage applied to wholesale cost
Correct answer: Revenue minus variable costs, showing how much each sale contributes to covering fixed costs
Contribution margin isolates the profit each arrangement generates before fixed overhead costs, helping owners understand product-level profitability.
CFD Business & Customer Service Skills 3
A customer requests flowers for a sympathy arrangement but has no specific preferences.
Which question is MOST appropriate to ask first?