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

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

Stihl warranty service must be performed by authorized dealers, and product registration is typically required to validate coverage.

(Stihl) Stihl Certification Practice Test

(Stihl) Stihl Certification Practice Test

Stihl Customer Service & Sales Techniques 2