CFD Business & Customer Service Skills 3

Question 1

A customer requests flowers for a sympathy arrangement but has no specific preferences. Which question is MOST appropriate to ask first?

Accepted Answer

What was the deceased's favorite color or flower, if known?

Answer

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:

Accepted Answer

Contact the customer immediately, explain the situation, and offer a comparable substitution or adjusted delivery date

Answer

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:

Accepted Answer

Inventory loss due to theft, spoilage, or damage

Answer

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?

Accepted Answer

It enables personalized re-engagement marketing and reduces consultation time for repeat customers

Answer

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?

Accepted Answer

Set up a standing order contract with agreed specs, delivery schedule, pricing, and a 30-day cancellation clause

Answer

A standing order contract creates predictable revenue, defines expectations clearly, and protects both parties with a cancellation provision.

(CFD) Certified Floral Designer Practice Test