CRT Customer Service & Sales Techniques 2 — Questions and Answers
Question 1: 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?
- Recommend your best-selling cigar immediately
- Ask probing questions about the size, wrapper color, and flavor profile they remember (Correct answer)
- Hand them a sampler pack to try several options
- Tell them to bring the band next time so you can identify it
Correct 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.
Question 2: Which upselling technique is most appropriate when a customer selects a budget pipe tobacco?
- Dismiss their choice and show only premium options
- Mention a slightly higher-priced blend that offers a noticeably smoother or more complex experience (Correct answer)
- Add accessories to the sale without mentioning them until checkout
- Offer a loyalty discount only on the premium option
Correct 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.
Question 3: A customer complains that the last box of cigars they purchased dried out quickly at home. What should a tobacconist do first?
- Offer an immediate refund without asking questions
- Ask about their home storage setup to diagnose the humidity issue (Correct answer)
- Tell them the cigars were fine when they left the store
- Recommend they buy a travel humidor instead
Correct 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.
Question 4: What does the term 'suggestive selling' mean in a tobacco retail context?
- Pressuring customers to buy more than they intended
- Recommending complementary products that naturally pair with a customer's primary purchase (Correct answer)
- Displaying products at eye level to encourage impulse buys
- Offering steep discounts to move slow inventory
Correct 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.
Question 5: A loyal customer mentions they are shopping for a gift for someone who does not normally smoke cigars. What approach is most appropriate?
- Sell them the same cigars they personally enjoy
- Recommend mild, approachable cigars and include a starter guide or accessories (Correct answer)
- Steer them toward pipe tobacco as a safer alternative
- Suggest e-cigarettes since the recipient is not a regular smoker
Correct 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.
Question 6: When is it most important to use open-ended questions during the sales process?
- When closing the sale to confirm the final price
- During the needs-assessment phase to understand customer preferences (Correct answer)
- When explaining store return policies
- After the purchase is complete to gather feedback
Correct 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.
Question 7: 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?
- Enforce the policy strictly and send the customer away
- Apologize, acknowledge their experience, offer to exchange for a milder option as a goodwill gesture, and educate them for future purchases (Correct answer)
- Blame the customer for not asking about strength before buying
- Offer a full cash refund to avoid conflict
Correct 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.
CRT Customer Service & Sales Techniques 2
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?