CMC Customer Service & Sales Techniques 2

Question 1

A customer calls to complain that the moving crew arrived 2 hours late. What is the BEST first response?

Accepted Answer

Apologize sincerely and ask how you can make it right

Answer

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?

Accepted Answer

Explore what value and services are included in each quote before comparing

Answer

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?

Accepted Answer

Ask clarifying questions about their priorities and recommend the best fit

Answer

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?

Accepted Answer

Review the original estimate with the customer to identify what changed

Answer

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?

Accepted Answer

Following up after delivery to ensure satisfaction

Answer

Post-move follow-up demonstrates genuine care, increases referral likelihood, and uncovers any unresolved issues before they escalate.

(CMC) Certified Moving Consultant Practice Test