Customer Service & Sales Techniques Flashcards

A customer asks for a cigar 'like the one they had at a wedding but don't know the brand.' What is the best first step?

Answer: Ask probing questions about the size, wrapper color, and flavor profile they remember

Asking probing questions about remembered sensory details (size, wrapper color, strength, flavor) is the most effective way to identify or match an unknown cigar.

Which upselling technique is most appropriate when a customer selects a budget pipe tobacco?

Answer: Mention a slightly higher-priced blend that offers a noticeably smoother or more complex experience

Suggesting a moderately higher-priced option with a clear value explanation (smoother, more complex) is respectful upselling that builds trust.

A customer complains that the last box of cigars they purchased dried out quickly at home. What should a tobacconist do first?

Answer: Ask about their home storage setup to diagnose the humidity issue

Diagnosing the root cause—inadequate home humidification—allows you to solve the real problem and prevent it from recurring.

What does the term 'suggestive selling' mean in a tobacco retail context?

Answer: Recommending complementary products that naturally pair with a customer's primary purchase

Suggestive selling means recommending related items—such as a cutter with a cigar purchase—that enhance the customer's overall experience.

A loyal customer mentions they are shopping for a gift for someone who does not normally smoke cigars. What approach is most appropriate?

Answer: Recommend mild, approachable cigars and include a starter guide or accessories

Mild, accessible cigars paired with educational materials make for a welcoming gift experience for non-regular smokers.

When is it most important to use open-ended questions during the sales process?

Answer: During the needs-assessment phase to understand customer preferences

Open-ended questions during needs assessment uncover preferences, experience level, and budget, enabling a more tailored recommendation.

A customer returns a box of cigars claiming they are 'too strong.' The store policy does not allow returns on opened tobacco. What is the best response?

Answer: Apologize, acknowledge their experience, offer to exchange for a milder option as a goodwill gesture, and educate them for future purchases

Acknowledging the customer's experience and offering a goodwill exchange retains the relationship while educating them for future visits.