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Test your basic knowledge |
Customer Service Problem Solving Skills
Start Test
Study First
Subjects
:
business-skills
,
soft-skills
Instructions:
Answer 15 questions in 15 minutes.
If you are not ready to take this test, you can
study here
.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.
This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. How can what I do help the customer succeed - and be confident? Customer's needs.
Secondary Service
How
Need
Want
2. Going over - making sure customer is fully satisfied.
Reassurance
Want
Customer
Why?
3. Understanding the feelings of customer - and having humility and compassion. you have mpathy for the customer - when there is nothing left to do.
Product
Why?
Shopper
Empathy
4. The user of the products - and Primary services
Secondary services
Self-Esteem
Consumer
Product
5. Looking at price and details of product. we want to turn them into customers.
Shopper
Why?
Consumer
Secondary services
6. Something you pay someone to do for you. such as; Clean - Repairs
Consumer
Product
Self-Esteem
Primary Service
7. Why does the customer care about our service - and What can we do to make them better? why to find the next higher need until we get to Self esteem.
Product
Reassurance
Why?
How
8. 5 Examples of SS: good hygiene - clean - organised - kept together - knowledge
Secondary services
Secondary Service
Need
Primary Services
9. this is the item - the customer is persuing to consume.some thing tangible (Take home in a bag)
Product
Secondary services
Want
Need
10. Person who Buys the Products - and Primary Services.
Shopper
Customer
Primary Service
Want
11. Assurance - of self worth. Feeling good
Self-Esteem
How
Customer
Why?
12. What the customers think they have to have. Such as what they come into the retail store.
Need
Primary Service
Want
Secondary services
13. 5 Examples of PS: Counseling - Repair - Check up at the doctor - Cut hair -Nannying
Empathy
Primary Services
How
Want
14. Basic expectations of customers
Want
Need
Secondary Service
Consumer
15. What the customer's would like - but can do with out
Shopper
Reassurance
How
Want