Customer Service & Sales Techniques Flashcards

A customer who identifies as a beginner asks for 'something strong.' What is the most responsible response?

Answer: Acknowledge their preference but recommend a medium-bodied option, explaining that full strength can be overwhelming without built-up tolerance

Guiding a beginner toward medium strength prevents an unpleasant experience while still honoring their desire for a noticeable tobacco presence.

Which closing technique involves summarizing the agreed-upon benefits before asking for the sale?

Answer: The summary close

The summary close recaps the features and benefits the customer found appealing before asking them to commit to the purchase.

A customer seems interested in a premium cigar but hesitates at the price. Which strategy is most appropriate?

Answer: Reinforce the value by discussing craftsmanship, aging, and how it compares to the experience they described wanting

Reinforcing value by connecting the cigar's qualities to the customer's stated desires helps them justify the price in their own mind.

What is the best way to handle a situation where a customer's desired product is out of stock?

Answer: Offer a comparable alternative, explain when restocking is expected, and offer to notify them when it arrives

Offering an alternative, a restock timeline, and a notification option retains the customer's business and reinforces attentive service.

Which of the following is a sign that a customer is ready to buy (a 'buying signal')?

Answer: The customer asks 'Do these come in a box?' or 'Do you have this in a different size?'

Questions about packaging options or sizing indicate the customer is mentally planning the purchase, which is a clear buying signal.

A customer returns frequently but always buys the same product. What is the best customer service approach to potentially grow the relationship?

Answer: Acknowledge their loyalty and, when appropriate, introduce them to a new product that shares characteristics with their favorite

Suggesting a product with shared characteristics respects their taste while gently expanding their experience and the retailer's sales breadth.

In a retail tobacco environment, why is product knowledge considered inseparable from excellent customer service?

Answer: It enables the tobacconist to give accurate, confident recommendations that match the product to the customer's needs

Deep product knowledge is the foundation of credible, accurate recommendations that genuinely serve the customer's preferences and occasion.