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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...
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
People who exceed their expectations
Amaible - analytical - expressive - driver
Turn the solution into a positive

2. When you have to refuse a customer...
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Start by smiling warmly and making eye contact also use customers name.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Turn the solution into a positive

3. What is a great way to form a partnership with your customer?
Amaible - analytical - expressive - driver
Because there needs have not been met
Which relates to being honest - Welcome complaints
build a rapport with them - develop a relationship that is based on trust and good feelings.

4. 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.
Because there needs have not been met
Always go the extra mile - always do a little more that the customer expects you to do.
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

5. Carer
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
When everyone one wins in the end

6. Analytical personality
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.
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

7. WIIFM
Which relates to being honest - Welcome complaints
Always be truthful - beat them to the punch
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Question everyone want to know - What is in it for me?

8. The 4 personality types
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Dont exaggerate the benefits of your solution
Amaible - analytical - expressive - driver
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

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
Dont exaggerate the benefits of your solution
customer service
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

10. What are win-win solutions?
Always be truthful - beat them to the punch
When everyone one wins in the end
Turn the solution into a positive
Question everyone want to know - What is in it for me?

11. How to help create a win-win 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
Turn the solution into a positive
Amaible - analytical - expressive - driver
When everyone one wins in the end

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

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

14. Another way to build a rapport
Dont exaggerate the benefits of your solution
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.
customer service

15. Why do customers usually complain?
Because there needs have not been met
customer service
Start by smiling warmly and making eye contact also use customers name.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

16. How do you prevent complaints?
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
When everyone one wins in the end
Always be truthful - beat them to the punch
Question everyone want to know - What is in it for me?

17. What a customer wants
Start by smiling warmly and making eye contact also use customers name.
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.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

18. How do you show you are interested?
Turn the solution into a positive
Start by smiling warmly and making eye contact also use customers name.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Always be truthful - beat them to the punch

19. Amaible personality
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Turn the solution into a positive
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

20. Expressive personality
build a rapport with them - develop a relationship that is based on trust and good feelings.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
People who exceed their expectations
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

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Customer Service Skills

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