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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. Number one on the customer service list
Because there needs have not been met
Turn the solution into a positive
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.

2. Amaible personality
When everyone one wins in the end
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
People who exceed their expectations
Which relates to being honest - Welcome complaints

3. Why do customers usually complain?
Which relates to being honest - Welcome complaints
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
When everyone one wins in the end
Because there needs have not been met

4. What are win-win solutions?
build a rapport with them - develop a relationship that is based on trust and good feelings.
Start by smiling warmly and making eye contact also use customers name.
Question everyone want to know - What is in it for me?
When everyone one wins in the end

5. Underpromise and overdeliver
Dont exaggerate the benefits of your solution
Which relates to being honest - Welcome complaints
Because there needs have not been met
Turn the solution into a positive

6. How do you prevent complaints?
Because there needs have not been met
customer service
People who exceed their expectations
Always be truthful - beat them to the punch

7. Expressive personality
Because there needs have not been met
When everyone one wins in the end
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.

8. When you have to refuse a customer...
Which relates to being honest - Welcome complaints
Turn the solution into a positive
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
When everyone one wins in the end

9. 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 be truthful - beat them to the punch
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
customer service

10. What a customer wants
Amaible - analytical - expressive - driver
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
Because there needs have not been met

11. Driving personality
People who exceed their expectations
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
When everyone one wins in the end
Always go the extra mile - always do a little more that the customer expects you to do.

12. Customers repond best to...
People who exceed their expectations
Because there needs have not been met
customer service
Always be truthful - beat them to the punch

13. The 4 personality types
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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
Always go the extra mile - always do a little more that the customer expects you to do.

14. How do you show you are interested?
Amaible - analytical - expressive - driver
Turn the solution into a positive
Start by smiling warmly and making eye contact also use customers name.
Dont exaggerate the benefits of your solution

15. What is a great way to form a partnership with your customer?
Turn the solution into a positive
customer service
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

16. Carer
Dont exaggerate the benefits of your solution
When everyone one wins in the end
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Always be truthful - beat them to the punch

17. Another way to build a rapport
People who exceed their expectations
Always go the extra mile - always do a little more that the customer expects you to do.
Which relates to being honest - Welcome complaints
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

18. WIIFM
Start by smiling warmly and making eye contact also use customers name.
Question everyone want to know - What is in it for me?
Dont exaggerate the benefits of your solution
Because there needs have not been met

19. Analytical 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
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Start by smiling warmly and making eye contact also use customers name.

20. How to help create a win-win solution
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Turn the solution into a positive
Start by smiling warmly and making eye contact also use customers name.

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Customer Service Skills

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