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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...
Start by smiling warmly and making eye contact also use customers name.
People who exceed their expectations
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.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

2. Driving personality
Always be truthful - beat them to the punch
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?
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

3. What is a great way to form a partnership with your customer?
customer service
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
build a rapport with them - develop a relationship that is based on trust and good feelings.

4. When you have to refuse a customer...
Turn the solution into a positive
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
When everyone one wins in the end

5. Analytical personality
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.
build a rapport with them - develop a relationship that is based on trust and good feelings.

6. Why do customers usually complain?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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.
Because there needs have not been met
Question everyone want to know - What is in it for me?

7. How to help create a win-win solution
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.
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?

8. WIIFM
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.
Amaible - analytical - expressive - driver

9. Amaible personality
customer service
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.
When everyone one wins in the end

10. Carer
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
customer service
Dont exaggerate the benefits of your solution

11. Number one on the customer service list
Always go the extra mile - always do a little more that the customer expects you to do.
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.
build a rapport with them - develop a relationship that is based on trust and good feelings.

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
Because there needs have not been met
Always go the extra mile - always do a little more that the customer expects you to do.
customer service
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

13. What a customer wants
When everyone one wins in the end
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.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

14. Another way to build a rapport
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.
Which relates to being honest - Welcome complaints
customer service
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

15. How do you prevent complaints?
Turn the solution into a positive
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Always be truthful - beat them to the punch
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

16. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Because there needs have not been met
Start by smiling warmly and making eye contact also use customers name.
Turn the solution into a positive

17. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
Always go the extra mile - always do a little more that the customer expects you to do.
customer service
Because there needs have not been met

18. What are win-win solutions?
When everyone one wins in the end
Which relates to being honest - Welcome complaints
Because there needs have not been met
Amaible - analytical - expressive - driver

19. Underpromise and overdeliver
Because there needs have not been met
Dont exaggerate the benefits of your solution
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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

20. The 4 personality types
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.
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?

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Customer Service Skills

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