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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...
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
Dont exaggerate the benefits of your solution
People who exceed their expectations

2. Driving personality
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Start by smiling warmly and making eye contact also use customers name.
Turn the solution into a positive

3. WIIFM
Because there needs have not been met
Always go the extra mile - always do a little more that the customer expects you to do.
Question everyone want to know - What is in it for me?
People who exceed their expectations

4. Amaible personality
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
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

5. What are win-win solutions?
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

6. What is a great way to form a partnership with your customer?
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
customer service
Because there needs have not been met
build a rapport with them - develop a relationship that is based on trust and good feelings.

7. When you have to refuse a customer...
Amaible - analytical - expressive - driver
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
Question everyone want to know - What is in it for me?

8. What a customer wants
Which relates to being honest - Welcome complaints
Question everyone want to know - What is in it for me?
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.

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
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.
Always be truthful - beat them to the punch
customer service

10. The 4 personality types
Amaible - analytical - expressive - driver
customer service
build a rapport with them - develop a relationship that is based on trust and good feelings.
Always be truthful - beat them to the punch

11. How do you show you are interested?
Turn the solution into a positive
Which relates to being honest - Welcome complaints
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Start by smiling warmly and making eye contact also use customers name.

12. How to help create a win-win solution
customer service
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
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.

13. Expressive personality
People who exceed their expectations
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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
Turn the solution into a positive

14. Carer
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?

15. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Always be truthful - beat them to the punch
customer service

16. Number one on the customer service list
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
Turn the solution into a positive
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Always go the extra mile - always do a little more that the customer expects you to do.

17. Underpromise and overdeliver
Dont exaggerate the benefits of your solution
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
Because there needs have not been met

18. Another way to build a rapport
Dont exaggerate the benefits of your solution
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Which relates to being honest - Welcome complaints
build a rapport with them - develop a relationship that is based on trust and good feelings.

19. How do you prevent complaints?
Which relates to being honest - Welcome complaints
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.
Turn the solution into a positive
Always be truthful - beat them to the punch

20. Why do customers usually complain?
Turn the solution into a positive
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Because there needs have not been met
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.