CRT Customer Service & Sales Techniques 3 ā Questions and Answers
Question 1: A customer entering the store says, 'I'm not really sure what I want.' Which opening response best sets the stage for a successful sale?
- 'Our best-sellers are on that wall over there.'
- 'No problemātell me about occasions you typically enjoy tobacco and I'll point you in the right direction.' (Correct answer)
- 'Take your time and let me know if you have any questions.'
- 'Our sale items are in the front bin if you're on a budget.'
Correct answer: 'No problemātell me about occasions you typically enjoy tobacco and I'll point you in the right direction.'
Inviting the customer to share their usage occasions begins a guided conversation that leads to a personalized recommendation.
Question 2: Which of the following best describes the 'feature-benefit' sales technique?
- Listing as many product features as possible to impress the customer
- Connecting a product's specific feature to a personal advantage it provides the customer (Correct answer)
- Focusing exclusively on price as the main selling point
- Comparing your products unfavorably to competitors to seem humble
Correct answer: Connecting a product's specific feature to a personal advantage it provides the customer
Feature-benefit selling translates product attributes (e.g., Cameroon wrapper) into customer-relevant advantages (e.g., smooth, creamy smoke).
Question 3: A customer is deciding between two similarly priced pipe tobaccos. One has an aromatic topping; the other is a straight Virginia. What is the best way to help them decide?
- Recommend whichever one has the higher margin
- Ask whether they prefer naturally sweet flavors or a more tobacco-forward taste, then explain how each fits (Correct answer)
- Let them smell both pouches and say 'good luck choosing'
- Tell them both are equally good to avoid influencing their decision
Correct answer: Ask whether they prefer naturally sweet flavors or a more tobacco-forward taste, then explain how each fits
Asking about flavor preference directs the customer to the right product based on their palate rather than random chance.
Question 4: What is the primary purpose of maintaining detailed customer preference records (e.g., a humidor club log)?
- To comply with state tobacco retail licensing requirements
- To enable personalized recommendations and proactive outreach when new relevant products arrive (Correct answer)
- To track theft and prevent shoplifting
- To calculate sales tax accurately for each transaction
Correct answer: To enable personalized recommendations and proactive outreach when new relevant products arrive
Preference records allow tobacconists to deliver highly personalized service and notify customers of products they are likely to love.
Question 5: A customer asks whether a cigar is 'worth' its premium price compared to a less expensive option. What is the most effective response?
- Agree that cheaper cigars offer the same quality
- Explain the specific quality indicatorsāconstruction, aging, leaf sourceāthat justify the price difference (Correct answer)
- Tell them price reflects brand reputation alone
- Suggest they just try the cheaper cigar first and come back later
Correct answer: Explain the specific quality indicatorsāconstruction, aging, leaf sourceāthat justify the price difference
Educating the customer on tangible quality factors (construction, aging, leaf origin) helps them make an informed value judgment.
Question 6: What role does active listening play in a tobacconist's sales technique?
- It slows down the transaction and reduces revenue per hour
- It ensures the recommendation is based on what the customer actually said, not what was assumed (Correct answer)
- It is only relevant when handling complaints, not during initial sales
- It helps the tobacconist memorize product names more quickly
Correct answer: It ensures the recommendation is based on what the customer actually said, not what was assumed
Active listening ensures the tobacconist accurately captures the customer's stated needs, leading to a recommendation that genuinely fits.
Question 7: A new employee watches a veteran tobacconist spend 20 minutes with a customer who buys only one cigar. What is the most important lesson to take from this interaction?
- Spending too long with one customer is always inefficient
- Building rapport and trust on a first visit often converts a one-time buyer into a regular, high-value customer (Correct answer)
- The veteran should have pushed the customer to buy more
- Long conversations are only worthwhile for cigar club members
Correct answer: Building rapport and trust on a first visit often converts a one-time buyer into a regular, high-value customer
Investing time in the first visit creates a foundation of trust that drives repeat business and long-term customer lifetime value.
CRT Customer Service & Sales Techniques 3
A customer entering the store says, 'I'm not really sure what I want.' Which opening response best sets the stage for a successful sale?