Customer Service & Sales Techniques Flashcards

Which active listening technique is MOST important during a moving consultation?

Answer: Paraphrasing the customer's concerns back to them to confirm understanding

Paraphrasing confirms understanding, prevents miscommunication, and signals to the customer that they have been heard.

A senior customer seems confused about the difference between a non-binding and binding estimate. The BEST action is to:

Answer: Explain both options clearly in plain language and ask which they prefer

Clear, jargon-free explanation of estimate types empowers customers to choose what fits their needs and budget.

What is the PRIMARY goal of the discovery phase in a moving sales consultation?

Answer: Understand the customer's specific needs, concerns, and timeline

The discovery phase uncovers what truly matters to the customer, enabling a tailored proposal that addresses their real priorities.

A prospective customer says they want to 'think about it' at the end of a consultation. The MOST effective follow-up strategy is to:

Answer: Ask what specific concerns remain and offer to address them

Identifying remaining concerns gives you a chance to provide the information or reassurance the customer still needs to decide.

Which pricing transparency practice BEST reduces billing disputes after a move?

Answer: Issue a detailed written estimate itemizing every service and potential extra charge

A written itemized estimate sets clear expectations and serves as a reference document if disputes arise.

When upselling packing services, a CMC should PRIMARILY emphasize:

Answer: How packing services reduce the customer's liability for damaged items

Framing packing services around the customer's reduced risk of damage aligns the upsell with the customer's interests rather than the company's.

A customer with a history of frequent moves is calling to book again. Which approach BEST demonstrates customer relationship management?

Answer: Reference their previous moves, acknowledge their loyalty, and offer a returning-customer benefit

Acknowledging customer history builds loyalty and communicates that you value their continued business.