CMC Customer Service & Sales Techniques 2 — Questions and Answers
Question 1: A customer calls to complain that the moving crew arrived 2 hours late. What is the BEST first response?
- Explain that traffic delays are outside your control
- Apologize sincerely and ask how you can make it right (Correct answer)
- Offer a 5% discount immediately to resolve the complaint
- Transfer the call to your operations manager
Correct answer: Apologize sincerely and ask how you can make it right
Acknowledging the inconvenience with a sincere apology before offering solutions is the foundation of effective complaint resolution.
Question 2: During a sales consultation, a prospect says 'Your price is higher than the other quote I received.' Which response BEST addresses this objection?
- Ask if you can match the competitor's price
- Dismiss the competitor as lower quality
- Explore what value and services are included in each quote before comparing (Correct answer)
- Tell the customer the lower price likely means hidden fees
Correct answer: Explore what value and services are included in each quote before comparing
Comparing the scope of services included in each quote helps customers make an informed value comparison rather than a price-only decision.
Question 3: Which sales approach is MOST effective when a customer is undecided between two service levels?
- Always recommend the least expensive option to close the deal
- Present both options and let the customer decide without guidance
- Ask clarifying questions about their priorities and recommend the best fit (Correct answer)
- Recommend the premium option to maximize revenue
Correct answer: Ask clarifying questions about their priorities and recommend the best fit
Consultative selling—identifying the customer's specific needs—leads to better matches and higher satisfaction than defaulting to price or margin.
Question 4: A customer requests a binding estimate but later claims the final bill is 20% higher than expected. What should a CMC do FIRST?
- Explain that binding estimates are not legally enforceable
- Review the original estimate with the customer to identify what changed (Correct answer)
- Immediately offer a credit to avoid a dispute
- Refer the customer to the tariff schedule
Correct answer: Review the original estimate with the customer to identify what changed
Reviewing the estimate together identifies whether additional services, weight overages, or misunderstandings caused the discrepancy.
Question 5: Which technique is MOST effective for building long-term customer relationships in the moving industry?
- Offering the lowest price on every move
- Following up after delivery to ensure satisfaction (Correct answer)
- Sending promotional emails monthly
- Providing free packing supplies with every booking
Correct answer: Following up after delivery to ensure satisfaction
Post-move follow-up demonstrates genuine care, increases referral likelihood, and uncovers any unresolved issues before they escalate.
Question 6: During an in-home survey, you notice the customer has a large gun safe not listed on the inventory. What should you do?
- Add it silently to the inventory to avoid awkwardness
- Inform the customer that gun safes require special handling and update the estimate accordingly (Correct answer)
- Decline to move it without additional documentation
- Ask the customer to arrange separate transport for it
Correct answer: Inform the customer that gun safes require special handling and update the estimate accordingly
Specialty items like gun safes require special equipment and affect weight and cost, so transparent communication protects both parties.
Question 7: A customer rates your company 2 stars online citing poor communication. The BEST professional response is to:
- Report the review as inaccurate to the platform
- Publicly apologize, acknowledge the feedback, and invite a direct conversation (Correct answer)
- Ask satisfied customers to post positive reviews to dilute the rating
- Ignore it as one negative review won't affect business
Correct answer: Publicly apologize, acknowledge the feedback, and invite a direct conversation
A professional, empathetic public response shows prospective customers how your company handles problems and can turn a negative impression around.
CMC Customer Service & Sales Techniques 2
A customer calls to complain that the moving crew arrived 2 hours late.
What is the BEST first response?