CMC Customer Service & Sales Techniques 3 — Questions and Answers
Question 1: Which active listening technique is MOST important during a moving consultation?
- Interrupting to offer solutions as soon as you understand the issue
- Paraphrasing the customer's concerns back to them to confirm understanding (Correct answer)
- Taking detailed notes without making eye contact
- Redirecting off-topic concerns to stay on schedule
Correct 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.
Question 2: A senior customer seems confused about the difference between a non-binding and binding estimate. The BEST action is to:
- Send them a brochure explaining the difference
- Recommend the binding estimate because it is simpler
- Explain both options clearly in plain language and ask which they prefer (Correct answer)
- Let them choose without guidance to avoid appearing pushy
Correct 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.
Question 3: What is the PRIMARY goal of the discovery phase in a moving sales consultation?
- Present your company's services and pricing as quickly as possible
- Understand the customer's specific needs, concerns, and timeline (Correct answer)
- Qualify the customer's credit before offering a binding price
- Identify the largest revenue opportunity in the customer's inventory
Correct 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.
Question 4: A prospective customer says they want to 'think about it' at the end of a consultation. The MOST effective follow-up strategy is to:
- Call them daily until they make a decision
- Ask what specific concerns remain and offer to address them (Correct answer)
- Send a discount offer immediately to create urgency
- Accept the outcome and wait for them to call back
Correct 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.
Question 5: Which pricing transparency practice BEST reduces billing disputes after a move?
- Provide a verbal quote to avoid creating unrealistic expectations in writing
- Issue a detailed written estimate itemizing every service and potential extra charge (Correct answer)
- Wait until after the move to discuss pricing to prevent sticker shock
- Quote a low base price and explain extras during delivery
Correct 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.
Question 6: When upselling packing services, a CMC should PRIMARILY emphasize:
- The additional revenue it generates for the company
- How packing services reduce the customer's liability for damaged items (Correct answer)
- That it saves the company time on moving day
- The resale value of professional packing materials
Correct 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.
Question 7: A customer with a history of frequent moves is calling to book again. Which approach BEST demonstrates customer relationship management?
- Treat every interaction as a new sale with no reference to past business
- Reference their previous moves, acknowledge their loyalty, and offer a returning-customer benefit (Correct answer)
- Ask them to fill out the standard intake form from scratch
- Offer the same pricing as any new customer to be fair
Correct 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.
CMC Customer Service & Sales Techniques 3
Which active listening technique is MOST important during a moving consultation?