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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. What are win-win solutions?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
customer service
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

2. Analytical personality
Turn the solution into a positive
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.
Always go the extra mile - always do a little more that the customer expects you to do.

3. What a customer wants
People who exceed their expectations
build a rapport with them - develop a relationship that is based on trust and good feelings.
Dont exaggerate the benefits of your solution
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.

4. The 4 personality types
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.
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?

5. Underpromise and overdeliver
Always be truthful - beat them to the punch
When everyone one wins in the end
Dont exaggerate the benefits of your solution
Always go the extra mile - always do a little more that the customer expects you to do.

6. 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 go the extra mile - always do a little more that the customer expects you to do.
Turn the solution into a positive
customer service

7. 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
customer service
Turn the solution into a positive

8. Customers repond best to...
Amaible - analytical - expressive - driver
People who exceed their expectations
Always be truthful - beat them to the punch
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

9. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
People who exceed their expectations
customer service
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

10. Why do customers usually complain?
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
Amaible - analytical - expressive - driver

11. When you have to refuse a customer...
Because there needs have not been met
Turn the solution into a positive
customer service
build a rapport with them - develop a relationship that is based on trust and good feelings.

12. Another way to build a rapport
Always go the extra mile - always do a little more that the customer expects you to do.
Which relates to being honest - Welcome complaints
Turn the solution into a positive
Start by smiling warmly and making eye contact also use customers name.

13. Carer
Which relates to being honest - Welcome complaints
Because there needs have not been met
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Turn the solution into a positive

14. How to help create a win-win solution
Which relates to being honest - Welcome complaints
build a rapport with them - develop a relationship that is based on trust and good feelings.
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

15. Expressive 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.
Dont exaggerate the benefits of your solution
Start by smiling warmly and making eye contact also use customers name.

16. How do you prevent complaints?
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
Because there needs have not been met
Start by smiling warmly and making eye contact also use customers name.

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

18. Number one on the customer service list
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Always go the extra mile - always do a little more that the customer expects you to do.
Amaible - analytical - expressive - driver
Always be truthful - beat them to the punch

19. WIIFM
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
build a rapport with them - develop a relationship that is based on trust and good feelings.
Turn the solution into a positive

20. Driving personality
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.
When everyone one wins in the end

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Customer Service Skills

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