Test your basic knowledge |

Customer Service Skills

Instructions:

Answer 20 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. Customers repond best to...
Question everyone want to know - What is in it for me?
Dont exaggerate the benefits of your solution
customer service
People who exceed their expectations

2. Another way to build a rapport
Question everyone want to know - What is in it for me?
Amaible - analytical - expressive - driver
Which relates to being honest - Welcome complaints
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.

3. WIIFM
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
customer service
Always go the extra mile - always do a little more that the customer expects you to do.
Question everyone want to know - What is in it for me?

4. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
Which relates to being honest - Welcome complaints
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Always go the extra mile - always do a little more that the customer expects you to do.

5. How to help create a win-win solution
People who exceed their expectations
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
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
When everyone one wins in the end

6. Carer
Which relates to being honest - Welcome complaints
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Always be truthful - beat them to the punch
People who exceed their expectations

7. Amaible personality
Always go the extra mile - always do a little more that the customer expects you to do.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Question everyone want to know - What is in it for me?
Start by smiling warmly and making eye contact also use customers name.

8. Why do customers usually complain?
Dont exaggerate the benefits of your solution
Because there needs have not been met
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.

9. What a customer wants
customer service
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.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Always be truthful - beat them to the punch

10. When you have to refuse a customer...
Dont exaggerate the benefits of your solution
Turn the solution into a positive
Start by smiling warmly and making eye contact also use customers name.
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

11. 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
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Amaible - analytical - expressive - driver
customer service
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

12. Driving personality
Amaible - analytical - expressive - driver
Turn the solution into a positive
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Always go the extra mile - always do a little more that the customer expects you to do.

13. Number one on the customer service list
Amaible - analytical - expressive - driver
People who exceed their expectations
Always go the extra mile - always do a little more that the customer expects you to do.
When everyone one wins in the end

14. What are win-win solutions?
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
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
When everyone one wins in the end
Turn the solution into a positive

15. Underpromise and overdeliver
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Amaible - analytical - expressive - driver
When everyone one wins in the end
Dont exaggerate the benefits of your solution

16. How do you prevent complaints?
Which relates to being honest - Welcome complaints
Always be truthful - beat them to the punch
customer service
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

17. The 4 personality types
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.
customer service
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution

18. Expressive personality
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
Amaible - analytical - expressive - driver
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

19. What is a great way to form a partnership with your customer?
Dont exaggerate the benefits of your solution
Question everyone want to know - What is in it for me?
build a rapport with them - develop a relationship that is based on trust and good feelings.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

20. Analytical personality
When everyone one wins in the end
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.
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
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.