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. WIIFM
Question everyone want to know - What is in it for me?
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
Start by smiling warmly and making eye contact also use customers name.

2. Another way to build a rapport
Which relates to being honest - Welcome complaints
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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.

3. How to help create a win-win solution
Because there needs have not been met
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
Amaible - analytical - expressive - driver

4. Amaible personality
customer service
build a rapport with them - develop a relationship that is based on trust and good feelings.
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

5. Analytical personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

6. Underpromise and overdeliver
Dont exaggerate the benefits of your solution
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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.

7. Number one on the customer service list
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
Always go the extra mile - always do a little more that the customer expects you to do.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

8. 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
Question everyone want to know - What is in it for me?
customer service
People who exceed their expectations
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

9. What are win-win solutions?
Start by smiling warmly and making eye contact also use customers name.
When everyone one wins in the end
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Turn the solution into a positive

10. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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

11. What is a great way to form a partnership with your customer?
When everyone one wins in the end
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.
build a rapport with them - develop a relationship that is based on trust and good feelings.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

12. Why do customers usually complain?
Amaible - analytical - expressive - driver
Because there needs have not been met
Dont exaggerate the benefits of your solution
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

13. Carer
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Start by smiling warmly and making eye contact also use customers name.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
People who exceed their expectations

14. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
Turn the solution into a positive
build a rapport with them - develop a relationship that is based on trust and good feelings.
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.

15. How do you prevent complaints?
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.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Because there needs have not been met

16. What a customer wants
customer service
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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

17. When you have to refuse a customer...
Dont exaggerate the benefits of your solution
Turn the solution into a positive
Which relates to being honest - Welcome complaints
Question everyone want to know - What is in it for me?

18. Customers repond best to...
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
People who exceed their expectations
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
Amaible - analytical - expressive - driver

19. The 4 personality types
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
Amaible - analytical - expressive - driver
Which relates to being honest - Welcome complaints

20. Driving personality
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
When everyone one wins in the end