CFD Business & Customer Service Skills 4

Question 1

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?

Accepted 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

Answer

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

Question 2

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

Accepted Answer

Cost-plus pricing

Answer

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

Question 3

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

Accepted Answer

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

Answer

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

Question 4

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

Accepted Answer

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

Answer

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

Question 5

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

Accepted Answer

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

Answer

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

(CFD) Certified Floral Designer Practice Test

(CFD) Certified Floral Designer Practice Test

CFD Business & Customer Service Skills 4