Stihl Customer Service & Sales Techniques 2 — Questions and Answers
Question 1: Which Stihl product category is specifically designed for consumers who require occasional light-duty outdoor maintenance?
- Professional
- Farm & Ranch
- Homeowner (Correct answer)
- Arborist
Correct answer: Homeowner
Stihl's Homeowner category products are engineered for occasional use on residential properties with lighter-duty tasks.
Question 2: When a customer purchases a new Stihl power tool, what should a dealer include in the handoff process?
- Just the product in the box — the manual covers everything
- Product registration, safety training, proper operating instructions, and maintenance schedule (Correct answer)
- Only a demonstration of how to start the engine
- A business card in case they have questions later
Correct answer: Product registration, safety training, proper operating instructions, and maintenance schedule
A complete handoff includes product registration, safety briefing, operating instructions, and maintenance guidance to ensure customer safety and long-term satisfaction.
Question 3: A customer calls to complain that their Stihl blower stopped working after two months. What is the correct first step?
- Tell them to buy a new unit since the old one is likely broken beyond repair
- Ask them to bring the unit in for inspection and gather details about how it was used and maintained (Correct answer)
- Immediately send a replacement unit without asking questions
- Tell them the warranty doesn't cover normal wear and tear
Correct answer: Ask them to bring the unit in for inspection and gather details about how it was used and maintained
Gathering details about use and maintenance helps determine whether the issue is a warranty defect, a maintenance issue, or operator error before taking further action.
Question 4: How should a Stihl dealer handle a situation where a requested product is out of stock?
- Tell the customer to check another store and end the conversation
- Inform the customer of the stock situation, provide an estimated restock date, and offer to place a special order (Correct answer)
- Sell the customer a floor demo model at full price without disclosure
- Suggest an entirely different brand that is in stock
Correct answer: Inform the customer of the stock situation, provide an estimated restock date, and offer to place a special order
Proactively communicating stock status, offering special orders, and providing a restock timeline maintains customer trust and keeps the sale within Stihl's dealer network.
Question 5: When explaining Stihl's warranty to a customer, which point is most critical to emphasize?
- The warranty covers all damage regardless of cause
- Warranty service must be performed through an authorized Stihl dealer and proper product registration is required (Correct answer)
- Customers must return the product to the factory directly for all warranty claims
- The warranty is automatically voided if the product is used commercially
Correct answer: Warranty service must be performed through an authorized Stihl dealer and proper product registration is required
Stihl warranty service must be performed by authorized dealers, and product registration is typically required to validate coverage.
Question 6: What differentiates an authorized Stihl dealer from a big-box retailer selling Stihl products?
- Authorized dealers only carry Stihl products exclusively
- Authorized dealers provide full product support, genuine parts, service, and factory-trained staff (Correct answer)
- Authorized dealers always offer lower prices than big-box stores
- Authorized dealers sell exclusively professional-grade products
Correct answer: Authorized dealers provide full product support, genuine parts, service, and factory-trained staff
Authorized Stihl dealers distinguish themselves through full-service support including genuine parts availability, factory-trained technicians, and product expertise that mass retailers cannot provide.
Question 7: A first-time chainsaw buyer is nervous about safety. Which approach should a dealer take?
- Assure them chainsaws are perfectly safe and require no special precautions
- Recommend they start with an electric model to avoid the responsibility of a gas chainsaw
- Provide a thorough safety briefing, recommend appropriate PPE, and offer Stihl's safety training resources (Correct answer)
- Suggest they hire a professional instead of buying a chainsaw
Correct answer: Provide a thorough safety briefing, recommend appropriate PPE, and offer Stihl's safety training resources
Providing safety education, recommending personal protective equipment, and directing customers to safety training resources empowers new users while minimizing risk.
Stihl Customer Service & Sales Techniques 2
Which Stihl product category is specifically designed for consumers who require occasional light-duty outdoor maintenance?