Stihl Customer Service & Sales Techniques 3

Question 1

Which customer communication technique is most effective for identifying the right Stihl product for a customer's needs?

Accepted Answer

Asking open-ended questions about the customer's intended use, experience level, and property size

Answer

Presenting the newest product model as the best choice for everyone

Answer

Showing the customer your entire product catalog and letting them choose independently

Answer

Asking only yes/no questions to quickly narrow down options

Question 2

How should a dealer respond when a customer asks about using ethanol-blended fuel in a Stihl two-stroke engine?

Accepted Answer

Stihl recommends fuel with no more than 10% ethanol (E10) and offers Stihl MotoMix as an ethanol-free alternative

Answer

All ethanol blends are safe to use in any Stihl engine

Answer

Only use diesel fuel in Stihl two-stroke engines

Answer

Ethanol content doesn't matter as long as the octane rating is correct

Question 3

What is the recommended follow-up practice after a customer purchases a Stihl product?

Accepted Answer

Contact the customer after a reasonable period to check on their satisfaction and address any issues

Answer

Follow-up is unnecessary — if they have questions, they will call on their own

Answer

Send promotional materials for accessories immediately after the purchase

Answer

Follow up only if the customer returns the product

Question 4

A customer insists on buying the cheapest Stihl option available. What is the best sales approach?

Accepted Answer

Understand their use case first to ensure the entry-level model is appropriate, then explain its features and limitations

Answer

Sell them the cheapest product without any further discussion

Answer

Refuse to sell the cheapest model and push them toward a premium model

Answer

Suggest they look at competitor brands for cheaper options

Question 5

When recommending Stihl accessories to a customer, which approach is most appropriate?

Accepted Answer

Suggest only accessories that are genuinely relevant to the customer's specific application and needs

Answer

Recommend as many accessories as possible regardless of need to maximize the sale value

Answer

Never mention accessories unless the customer asks specifically

Answer

Bundle all available accessories to simplify the customer's decision

Question 6

How should a Stihl dealer handle a negative online review from a dissatisfied customer?

Accepted Answer

Respond professionally, acknowledge the concern, and offer to resolve the issue through direct contact

Answer

Ignore negative reviews as they have minimal business impact

Answer

Dispute the review with the platform to have it removed

Answer

Post a detailed counter-narrative publicly disputing the customer's account

Question 7

What does maintaining Stihl authorized dealer status require that directly benefits customers?

Accepted Answer

Dealers must employ factory-trained technicians and stock genuine Stihl parts for service and repair

Answer

Dealers must purchase a minimum dollar amount of inventory each month

Answer

Dealers must operate an exclusive Stihl storefront with no competing brands

Answer

Dealers must achieve a minimum number of annual sales transactions