Stihl Customer Service & Sales Techniques

Question 1

When a customer asks about the difference between homeowner and professional-grade Stihl chainsaws, what is the most important factor to discuss first?

Accepted Answer

Intended use frequency and application demands

Answer

Price difference only

Answer

Color and cosmetic differences

Answer

Country of manufacture

Question 2

A customer returns a Stihl product claiming it doesn't perform as expected. What is the best initial response?

Accepted Answer

Listen to the customer's concern, ask clarifying questions, and inspect the unit

Answer

Tell the customer the product is working correctly and there is nothing wrong

Answer

Immediately offer a full refund without asking questions

Answer

Direct the customer to Stihl's corporate customer service line

Question 3

Which approach best describes Stihl's recommended consultative selling method?

Accepted Answer

Understand the customer's needs and match them with the appropriate Stihl product

Answer

Focus primarily on closing the sale quickly

Answer

Recommend the most expensive product to maximize revenue

Answer

Let customers browse independently without intervention

Question 4

When demonstrating a Stihl product to a potential customer, which action is most important?

Accepted Answer

Demonstrate proper safety procedures before showing product features

Answer

Show the product running at maximum speed immediately

Answer

Focus only on the product's price advantages over competitors

Answer

Skip the safety demonstration to save time

Question 5

A customer is comparing a Stihl MS 250 to a competitor chainsaw at a lower price. How should you respond?

Accepted Answer

Highlight the value of Stihl's quality, dealer support, and service network

Answer

Match the competitor's price immediately to close the sale

Answer

Dismiss the competitor's product as inferior without explanation

Answer

Suggest the customer buy the cheaper competitor product

Question 6

What is the primary purpose of conducting a needs assessment before recommending a Stihl product?

Accepted Answer

To ensure the customer is matched with the right product for their application

Answer

To delay the sale until the customer is more committed

Answer

To upsell the customer to the most expensive model available

Answer

To gather personal information for marketing purposes

Question 7

When a walk-in customer seems undecided between two Stihl models, what is the most effective technique?

Accepted Answer

Ask targeted questions to identify which model best fits their intended use

Answer

Pressure the customer to decide immediately before they leave

Answer

Recommend the cheaper model to ensure they make a purchase

Answer

Leave them alone to browse and figure it out on their own