Stihl Customer Service & Sales Techniques 1 — Questions and Answers
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?
- Price difference only
- Intended use frequency and application demands (Correct answer)
- Color and cosmetic differences
- Country of manufacture
Correct answer: Intended use frequency and application demands
Professional-grade saws are built for high-frequency, demanding applications, while homeowner models are designed for occasional, lighter residential tasks.
Question 2: A customer returns a Stihl product claiming it doesn't perform as expected. What is the best initial response?
- Tell the customer the product is working correctly and there is nothing wrong
- Immediately offer a full refund without asking questions
- Listen to the customer's concern, ask clarifying questions, and inspect the unit (Correct answer)
- Direct the customer to Stihl's corporate customer service line
Correct answer: Listen to the customer's concern, ask clarifying questions, and inspect the unit
Active listening and inspecting the unit first allows you to accurately diagnose whether the issue is a product defect, maintenance problem, or user technique issue.
Question 3: Which approach best describes Stihl's recommended consultative selling method?
- Focus primarily on closing the sale quickly
- Recommend the most expensive product to maximize revenue
- Understand the customer's needs and match them with the appropriate Stihl product (Correct answer)
- Let customers browse independently without intervention
Correct answer: Understand the customer's needs and match them with the appropriate Stihl product
Stihl's consultative approach emphasizes understanding the customer's specific needs and recommending the product that best fits their application.
Question 4: When demonstrating a Stihl product to a potential customer, which action is most important?
- Show the product running at maximum speed immediately
- Demonstrate proper safety procedures before showing product features (Correct answer)
- Focus only on the product's price advantages over competitors
- Skip the safety demonstration to save time
Correct answer: Demonstrate proper safety procedures before showing product features
Safety demonstrations must always precede product feature demonstrations to ensure customers understand proper use and to uphold Stihl's safety-first philosophy.
Question 5: A customer is comparing a Stihl MS 250 to a competitor chainsaw at a lower price. How should you respond?
- Match the competitor's price immediately to close the sale
- Dismiss the competitor's product as inferior without explanation
- Highlight the value of Stihl's quality, dealer support, and service network (Correct answer)
- Suggest the customer buy the cheaper competitor product
Correct answer: Highlight the value of Stihl's quality, dealer support, and service network
Emphasizing total value — including dealer support, parts availability, and product quality — helps customers understand why Stihl products justify their price point.
Question 6: What is the primary purpose of conducting a needs assessment before recommending a Stihl product?
- To delay the sale until the customer is more committed
- To ensure the customer is matched with the right product for their application (Correct answer)
- To upsell the customer to the most expensive model available
- To gather personal information for marketing purposes
Correct answer: To ensure the customer is matched with the right product for their application
A needs assessment ensures the customer receives a product appropriately sized and powered for their intended use, leading to greater satisfaction and fewer returns.
Question 7: When a walk-in customer seems undecided between two Stihl models, what is the most effective technique?
- Pressure the customer to decide immediately before they leave
- Ask targeted questions to identify which model best fits their intended use (Correct answer)
- Recommend the cheaper model to ensure they make a purchase
- Leave them alone to browse and figure it out on their own
Correct answer: Ask targeted questions to identify which model best fits their intended use
Asking targeted questions about intended application, frequency of use, and experience level helps narrow down which model is most appropriate for that specific customer.
Stihl Customer Service & Sales Techniques 1
When a customer asks about the difference between homeowner and professional-grade Stihl chainsaws, what is the most important factor to discuss first?