Customer Service & Sales Techniques Flashcards
7 cards from real CMC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Service & Sales Techniques flashcards as text
A customer claims an item was damaged during the move and demands full replacement value. The CMC's FIRST step should be to:
Answer: Review the declared value protection selected at booking and explain the claims process
Reviewing the valuation option chosen at booking establishes the correct liability framework before discussing resolution.
Which communication channel is MOST effective for confirming complex move details that may be disputed later?
Answer: Written email or document, which creates a clear record
Written confirmation creates a paper trail that protects both the company and the customer if disputes arise over agreed terms.
During a peak-season rush, a CMC realizes a double-booking error will leave one customer without a crew on moving day. The BEST approach is to:
Answer: Notify the affected customer immediately, apologize, and present concrete alternative solutions
Immediate, honest notification with solutions demonstrates accountability and gives the customer maximum time to make alternative arrangements.
A customer wants to negotiate a lower price in exchange for referring future clients. The BEST response is to:
Answer: Explain your referral incentive program or formalize the arrangement in writing
Formalizing referral agreements in writing sets clear expectations and creates an accountable, professional program rather than an ad hoc deal.
Which of the following BEST demonstrates emotional intelligence in customer service?
Answer: Acknowledging how stressful moving is and adapting your tone to the customer's emotional state
Recognizing and responding appropriately to a customer's emotional state builds rapport and diffuses tension more effectively than scripted responses.
What is the BEST way to use testimonials during a sales consultation?
Answer: Reference a specific testimonial that mirrors the prospect's situation to make it relevant
Choosing a testimonial that matches the prospect's specific scenario makes social proof feel personal and credible rather than generic.
A CMC notices that a significant portion of customers cancel after receiving the final written estimate. What should the CMC investigate FIRST?
Answer: Whether the in-person survey estimates are significantly different from the initial phone quotes
A large gap between initial verbal quotes and written estimates erodes trust and is the most common driver of post-estimate cancellations.