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. Number one on the customer service list
customer service
Amaible - analytical - expressive - driver
Turn the solution into a positive
Always go the extra mile - always do a little more that the customer expects you to do.

2. How do you show you are interested?
Turn the solution into a positive
customer service
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.

3. How do you prevent complaints?
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Which relates to being honest - Welcome complaints
Always be truthful - beat them to the punch
Turn the solution into a positive

4. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Turn the solution into a positive
Start by smiling warmly and making eye contact also use customers name.
When everyone one wins in the end

5. Underpromise and overdeliver
Turn the solution into a positive
Dont exaggerate the benefits of your solution
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.

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
build a rapport with them - develop a relationship that is based on trust and good feelings.
When everyone one wins in the end
Start by smiling warmly and making eye contact also use customers name.

7. Carer
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
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

8. 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
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

9. Amaible personality
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
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
When everyone one wins in the end
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

10. 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.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Amaible - analytical - expressive - driver

11. Driving personality
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Because there needs have not been met
customer service
Amaible - analytical - expressive - driver

12. How to help create a win-win solution
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
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.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

13. Analytical personality
Always go the extra mile - always do a little more that the customer expects you to do.
customer service
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.

14. WIIFM
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
build a rapport with them - develop a relationship that is based on trust and good feelings.
Because there needs have not been met
Question everyone want to know - What is in it for me?

15. 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
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.
customer service
Because there needs have not been met

16. Another way to build a rapport
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.
Which relates to being honest - Welcome complaints

17. When you have to refuse a customer...
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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

18. The 4 personality types
Amaible - analytical - expressive - driver
build a rapport with them - develop a relationship that is based on trust and good feelings.
Because there needs have not been met
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

19. What a customer wants
People who exceed their expectations
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

20. What are win-win solutions?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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.
When everyone one wins in the end