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Customer Service Skills

Instructions:

Answer 20 questions in 15 minutes.
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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. When you have to refuse a customer...
Question everyone want to know - What is in it for me?
Dont exaggerate the benefits of your solution
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Turn the solution into a positive

2. Customers repond best to...
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
People who exceed their expectations
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
customer service

3. WIIFM
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
build a rapport with them - develop a relationship that is based on trust and good feelings.
Question everyone want to know - What is in it for me?
Start by smiling warmly and making eye contact also use customers name.

4. How do you prevent complaints?
build a rapport with them - develop a relationship that is based on trust and good feelings.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Start by smiling warmly and making eye contact also use customers name.
Always be truthful - beat them to the punch

5. Number one on the customer service list
Always be truthful - beat them to the punch
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Always go the extra mile - always do a little more that the customer expects you to do.
Dont exaggerate the benefits of your solution

6. The 4 personality types
Because there needs have not been met
customer service
Amaible - analytical - expressive - driver
Identify your customers want and needs - se things for a customers point of view - keep a open mind and encourage your customer to do the same - explore alternatives - offer several options - reach an agreement

7. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Start by smiling warmly and making eye contact also use customers name.
Always be truthful - beat them to the punch
Amaible - analytical - expressive - driver

8. Why do customers usually complain?
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
customer service
Because there needs have not been met
Amaible - analytical - expressive - driver

9. How do you show you are interested?
When everyone one wins in the end
Question everyone want to know - What is in it for me?
Start by smiling warmly and making eye contact also use customers name.
Turn the solution into a positive

10. What a customer wants
To be recognized - to be served but not pressured -to gain your undivided attention - to be given information without judgement - to be treated as an individual - to but without being frustrated with rules -to be appreciated - to be satisfied.
Always be truthful - beat them to the punch
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
People who exceed their expectations

11. How to help create a win-win solution
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
build a rapport with them - develop a relationship that is based on trust and good feelings.
Identify your customers want and needs - se things for a customers point of view - keep a open mind and encourage your customer to do the same - explore alternatives - offer several options - reach an agreement
customer service

12. The ability of knowledgeable - capable and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth
Dont exaggerate the benefits of your solution
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
build a rapport with them - develop a relationship that is based on trust and good feelings.
customer service

13. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Identify your customers want and needs - se things for a customers point of view - keep a open mind and encourage your customer to do the same - explore alternatives - offer several options - reach an agreement
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

14. What is a great way to form a partnership with your customer?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
build a rapport with them - develop a relationship that is based on trust and good feelings.
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution

15. Driving personality
Which relates to being honest - Welcome complaints
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Always be truthful - beat them to the punch

16. What are win-win solutions?
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
When everyone one wins in the end

17. Another way to build a rapport
When everyone one wins in the end
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Which relates to being honest - Welcome complaints
Because there needs have not been met

18. Carer
Turn the solution into a positive
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

19. Amaible personality
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
To be recognized - to be served but not pressured -to gain your undivided attention - to be given information without judgement - to be treated as an individual - to but without being frustrated with rules -to be appreciated - to be satisfied.
Question everyone want to know - What is in it for me?

20. Underpromise and overdeliver
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Dont exaggerate the benefits of your solution
Always be truthful - beat them to the punch
build a rapport with them - develop a relationship that is based on trust and good feelings.

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Customer Service Skills

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