Stihl Customer Service & Sales Techniques 2

Question 1

Which Stihl product category is specifically designed for consumers who require occasional light-duty outdoor maintenance?

Accepted Answer

Homeowner

Answer

Professional

Answer

Farm & Ranch

Answer

Arborist

Question 2

When a customer purchases a new Stihl power tool, what should a dealer include in the handoff process?

Accepted Answer

Product registration, safety training, proper operating instructions, and maintenance schedule

Answer

Just the product in the box — the manual covers everything

Answer

Only a demonstration of how to start the engine

Answer

A business card in case they have questions later

Question 3

A customer calls to complain that their Stihl blower stopped working after two months. What is the correct first step?

Accepted Answer

Ask them to bring the unit in for inspection and gather details about how it was used and maintained

Answer

Tell them to buy a new unit since the old one is likely broken beyond repair

Answer

Immediately send a replacement unit without asking questions

Answer

Tell them the warranty doesn't cover normal wear and tear

Question 4

How should a Stihl dealer handle a situation where a requested product is out of stock?

Accepted Answer

Inform the customer of the stock situation, provide an estimated restock date, and offer to place a special order

Answer

Tell the customer to check another store and end the conversation

Answer

Sell the customer a floor demo model at full price without disclosure

Answer

Suggest an entirely different brand that is in stock

Question 5

When explaining Stihl's warranty to a customer, which point is most critical to emphasize?

Accepted Answer

Warranty service must be performed through an authorized Stihl dealer and proper product registration is required

Answer

The warranty covers all damage regardless of cause

Answer

Customers must return the product to the factory directly for all warranty claims

Answer

The warranty is automatically voided if the product is used commercially

Question 6

What differentiates an authorized Stihl dealer from a big-box retailer selling Stihl products?

Accepted Answer

Authorized dealers provide full product support, genuine parts, service, and factory-trained staff

Answer

Authorized dealers only carry Stihl products exclusively

Answer

Authorized dealers always offer lower prices than big-box stores

Answer

Authorized dealers sell exclusively professional-grade products

Question 7

A first-time chainsaw buyer is nervous about safety. Which approach should a dealer take?

Accepted Answer

Provide a thorough safety briefing, recommend appropriate PPE, and offer Stihl's safety training resources

Answer

Assure them chainsaws are perfectly safe and require no special precautions

Answer

Recommend they start with an electric model to avoid the responsibility of a gas chainsaw

Answer

Suggest they hire a professional instead of buying a chainsaw