Customer Service & Sales Techniques Flashcards
7 cards from real CMC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Service & Sales Techniques flashcards as text
Which of the following is a COMMON mistake when handling an irate customer on the phone?
Answer: Becoming defensive or arguing about the facts
Defensiveness escalates conflict; trained customer service representatives stay calm and focus on resolution rather than winning the argument.
A customer asks why your rate is higher in the summer. The BEST educational response is to:
Answer: Explain peak-season demand increases scheduling constraints and costs
Educating customers about peak-season demand helps them understand the pricing rationale and may motivate flexible scheduling.
Which of the following BEST describes a consultative selling approach in the moving industry?
Answer: Asking questions to understand needs and then tailoring the service recommendation
Consultative selling prioritizes diagnosing the customer's situation before prescribing a solution, resulting in higher satisfaction and fewer post-move issues.
A customer calls three days before their scheduled move to say they need to postpone by two weeks. According to best practice, the CMC should:
Answer: Check availability for the new date, review the contract terms, and work toward a solution that accommodates the customer
Balancing contract terms with flexibility and problem-solving preserves the customer relationship even when logistics change.
What is the MOST effective way to handle a customer who insists on a lower price than you can offer?
Answer: Explain what is included in your price and explore whether any services can be adjusted to fit their budget
Exploring scope adjustments lets the customer control their budget without forcing you to simply discount, preserving margin while addressing their needs.
Which scenario is an example of PROACTIVE customer service in the moving industry?
Answer: Calling the customer two days before the move to confirm details and answer last-minute questions
Proactive outreach before the move reduces day-of surprises, reassures the customer, and demonstrates professionalism.
When a customer asks for a reference from a previous client, the CMC should:
Answer: Provide a list of pre-screened, willing references or direct the customer to verified online reviews
Providing genuine references or verified reviews builds credibility and addresses the customer's legitimate need for social proof.