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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. Customers repond best to...
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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.
Always be truthful - beat them to the punch

2. What a customer wants
Amaible - analytical - expressive - driver
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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.
Start by smiling warmly and making eye contact also use customers name.

3. What is a great way to form a partnership with your customer?
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
build a rapport with them - develop a relationship that is based on trust and good feelings.
When everyone one wins in the end

4. What are win-win solutions?
Amaible - analytical - expressive - driver
build a rapport with them - develop a relationship that is based on trust and good feelings.
When everyone one wins in the end
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

5. WIIFM
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?
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

6. Expressive personality
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
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Question everyone want to know - What is in it for me?

7. Underpromise and overdeliver
Because there needs have not been met
Dont exaggerate the benefits of your solution
Question everyone want to know - What is in it for me?
When everyone one wins in the end

8. Driving personality
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.
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.

9. When you have to refuse a customer...
Turn the solution into a positive
build a rapport with them - develop a relationship that is based on trust and good feelings.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

10. The 4 personality types
Question everyone want to know - What is in it for me?
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Amaible - analytical - expressive - driver
customer service

11. How do you prevent complaints?
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?
Always be truthful - beat them to the punch
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

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

13. Number one on the customer service list
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
Amaible - analytical - expressive - driver
Turn the solution into a positive

14. Why do customers usually complain?
Question everyone want to know - What is in it for me?
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Because there needs have not been met
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

15. Another way to build a rapport
Which relates to being honest - Welcome complaints
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
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.
Start by smiling warmly and making eye contact also use customers name.

16. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

17. How do you show you are interested?
Always go the extra mile - always do a little more that the customer expects you to do.
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.
Amaible - analytical - expressive - driver

18. 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
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Because there needs have not been met
customer service
Turn the solution into a positive

19. How to help create a win-win solution
Dont exaggerate the benefits of your 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
customer service
People who exceed their expectations

20. Carer
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Turn the solution into a positive
Always be truthful - beat them to the punch
Question everyone want to know - What is in it for me?

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Customer Service Skills

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