CMC Customer Service & Sales Techniques 3

Question 1

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

Accepted Answer

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

Answer

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:

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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:

Accepted Answer

Ask what specific concerns remain and offer to address them

Answer

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?

Accepted Answer

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

Answer

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

(CMC) Certified Moving Consultant Practice Test