Stihl Communication & Stakeholder Engagement 5

Question 1

A dealership plans a spring open-house demo day. Which stakeholder communication step should come first?

Accepted Answer

Coordinate the date and product support with the distributor, then announce it to customers through multiple channels

Answer

Internal and distributor coordination must precede public promotion so the event can actually deliver what is advertised.

Question 2

What is the main benefit of asking open-ended questions like 'What will you mostly be cutting?' during a chainsaw sale?

Accepted Answer

It reveals the customer's real needs so the recommendation matches their application and experience level

Answer

Open-ended discovery questions uncover the actual use case, which drives a correctly matched and safer product recommendation.

Question 3

A rental customer returns a Stihl unit and mentions the throttle 'felt sticky.' What is the correct communication and handling step?

Accepted Answer

Thank the customer, tag the unit out of service, and route it to a technician before it is rented again

Answer

Any reported control issue must trigger immediate out-of-service tagging and inspection, since a sticky throttle is a serious safety hazard.

Question 4

Which approach best communicates the value of a preventive maintenance plan to a skeptical homeowner?

Accepted Answer

Compare the plan's cost to typical repair bills and lost use time, using real examples relevant to their equipment

Answer

Framing maintenance cost against realistic repair and downtime costs translates a technical service into terms the customer values.

Question 5

A staff member notices two colleagues giving customers conflicting advice about bar oil requirements. What should happen?

Accepted Answer

Raise the discrepancy with the manager so the team aligns on the correct guidance from official Stihl documentation

Answer

Conflicting customer guidance is a team-alignment issue best resolved by verifying official documentation and standardizing the message.

(Stihl) Stihl Certification Practice Test