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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. Why do customers usually complain?
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.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Always be truthful - beat them to the punch

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

3. How do you show you are interested?
Turn the solution into a positive
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.

4. Number one on the customer service list
Dont exaggerate the benefits of your solution
When everyone one wins in the end
Which relates to being honest - Welcome complaints
Always go the extra mile - always do a little more that the customer expects you to do.

5. Customers repond best to...
Which relates to being honest - Welcome complaints
Always go the extra mile - always do a little more that the customer expects you to do.
People who exceed their expectations
Amaible - analytical - expressive - driver

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

7. WIIFM
Question everyone want to know - What is in it for me?
When everyone one wins in the end
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

8. How do you prevent 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
Turn the solution into a positive
Dont exaggerate the benefits of your solution
Always be truthful - beat them to the punch

9. When you have to refuse a customer...
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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Turn the solution into a positive
When everyone one wins in the end

10. Carer
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.
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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

11. Analytical personality
Because there needs have not been met
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
build a rapport with them - develop a relationship that is based on trust and good feelings.

12. Expressive personality
Because there needs have not been met
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
customer service
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

13. The 4 personality types
Amaible - analytical - expressive - driver
Because there needs have not been met
Turn the solution into a positive
People who exceed their expectations

14. Amaible personality
People who exceed their expectations
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.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

15. What a customer wants
Because there needs have not been met
customer service
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.

16. 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
Always be truthful - beat them to the punch
customer service
Because there needs have not been met
Which relates to being honest - Welcome complaints

17. Another way to build a rapport
Dont exaggerate the benefits of your solution
Turn the solution into a positive
Which relates to being honest - Welcome complaints
Amaible - analytical - expressive - driver

18. What are win-win solutions?
When everyone one wins in the end
Because there needs have not been met
Turn the solution into a positive
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.

19. What is a great way to form a partnership with your customer?
Which relates to being honest - Welcome complaints
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?

20. How to help create a win-win solution
Turn the solution into a positive
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

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Customer Service Skills

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