CRT Customer Service & Sales Techniques 2

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

Ask about their home storage setup to diagnose the humidity issue

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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

(CRT) Certified Retail Tobacconist Practice Test

(CRT) Certified Retail Tobacconist Practice Test

CRT Customer Service & Sales Techniques 2