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. What are win-win solutions?
Start by smiling warmly and making eye contact also use customers name.
Question everyone want to know - What is in it for me?
Turn the solution into a positive
When everyone one wins in the end

2. The 4 personality types
Start by smiling warmly and making eye contact also use customers name.
Amaible - analytical - expressive - driver
Turn the solution into a positive
Dont exaggerate the benefits of your solution

3. What is a great way to form a partnership with your customer?
Question everyone want to know - What is in it for me?
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
build a rapport with them - develop a relationship that is based on trust and good feelings.

4. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Because there needs have not been met
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Always go the extra mile - always do a little more that the customer expects you to do.

5. Amaible personality
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.
People who exceed their expectations
Because there needs have not been met

6. Number one on the customer service list
Question everyone want to know - What is in it for me?
Amaible - analytical - expressive - driver
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.

7. Another way to build a rapport
Which relates to being honest - Welcome complaints
Because there needs have not been met
Always be truthful - beat them to the punch
Always go the extra mile - always do a little more that the customer expects you to do.

8. WIIFM
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
People who exceed their expectations
Amaible - analytical - expressive - driver

9. How do you show you are interested?
build a rapport with them - develop a relationship that is based on trust and good feelings.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Turn the solution into a positive
Start by smiling warmly and making eye contact also use customers name.

10. Why do customers usually complain?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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

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

12. Analytical personality
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.
When everyone one wins in the end
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

13. Driving personality
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
customer service
When everyone one wins in the end
People who exceed their expectations

14. How to help create a win-win solution
Because there needs have not been met
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.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

15. 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
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

16. What a customer wants
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.
When everyone one wins in the end
People who exceed their expectations

17. Underpromise and overdeliver
build a rapport with them - develop a relationship that is based on trust and good feelings.
When everyone one wins in the end
Dont exaggerate the benefits of your solution
customer service

18. Customers repond best to...
Always go the extra mile - always do a little more that the customer expects you to do.
People who exceed their expectations
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.

19. 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.
Always be truthful - beat them to the punch
Because there needs have not been met

20. Carer
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
customer service
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back