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. When you have to refuse a customer...
Which relates to being honest - Welcome complaints
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Dont exaggerate the benefits of your solution
Turn the solution into a positive

2. Number one on the customer service list
Amaible - analytical - expressive - driver
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.
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. Amaible personality
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
People who exceed their expectations

4. WIIFM
Question everyone want to know - What is in it for me?
Turn the solution into a positive
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
customer service

5. The 4 personality types
Question everyone want to know - What is in it for me?
Amaible - analytical - expressive - driver
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Always go the extra mile - always do a little more that the customer expects you to do.

6. How to help create a win-win solution
When everyone one wins in the end
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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
Question everyone want to know - What is in it for me?

7. Customers repond best to...
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
People who exceed their expectations
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
customer service

8. How do you show you are interested?
Dont exaggerate the benefits of your solution
Question everyone want to know - What is in it for me?
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
Start by smiling warmly and making eye contact also use customers name.

9. 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.
People who exceed their expectations
Start by smiling warmly and making eye contact also use customers name.
When everyone one wins in the end

10. Analytical personality
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.
build a rapport with them - develop a relationship that is based on trust and good feelings.
Because there needs have not been met

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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Which relates to being honest - Welcome complaints
customer service

12. Carer
Turn the solution into a positive
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.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

13. Another way to build a rapport
Which relates to being honest - Welcome complaints
Start by smiling warmly and making eye contact also use customers name.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Because there needs have not been met

14. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
customer service
Start by smiling warmly and making eye contact also use customers name.

15. What a customer wants
Because there needs have not been met
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.
Amaible - analytical - expressive - driver
People who exceed their expectations

16. Why do customers usually complain?
When everyone one wins in the end
Because there needs have not been met
Start by smiling warmly and making eye contact also use customers name.
Always be truthful - beat them to the punch

17. What is a great way to form a partnership with your customer?
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.
People who exceed their expectations
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
build a rapport with them - develop a relationship that is based on trust and good feelings.

18. How do you prevent complaints?
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
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Question everyone want to know - What is in it for me?

19. Underpromise and overdeliver
Always be truthful - beat them to the punch
Dont exaggerate the benefits of your solution
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

20. Driving personality
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?
Dont exaggerate the benefits of your solution