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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. How do you show you are interested?
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
Always go the extra mile - always do a little more that the customer expects you to do.
Start by smiling warmly and making eye contact also use customers name.

2. Driving personality
Dont exaggerate the benefits of your solution
Turn the solution into a positive
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.

3. Another way to build a rapport
customer service
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.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

4. WIIFM
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
When everyone one wins in the end
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Question everyone want to know - What is in it for me?

5. What is a great way to form a partnership with your customer?
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
Dont exaggerate the benefits of your solution
build a rapport with them - develop a relationship that is based on trust and good feelings.

6. Carer
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
People who exceed their expectations
Amaible - analytical - expressive - driver

7. What a customer wants
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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.
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.

8. 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
customer service
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
People who exceed their expectations

9. Number one on the customer service list
When everyone one wins in the end
Always go the extra mile - always do a little more that the customer expects you to do.
build a rapport with them - develop a relationship that is based on trust and good feelings.
Turn the solution into a positive

10. Analytical personality
Question everyone want to know - What is in it for me?
customer service
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.

11. What are win-win solutions?
Always go the extra mile - always do a little more that the customer expects you to do.
Turn the solution into a positive
When everyone one wins in the end
Question everyone want to know - What is in it for me?

12. How do you prevent complaints?
Turn the solution into a positive
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.
Amaible - analytical - expressive - driver

13. 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
customer service
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Always be truthful - beat them to the punch
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

14. Underpromise and overdeliver
Which relates to being honest - Welcome complaints
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Dont exaggerate the benefits of your solution
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

15. Expressive personality
Always go the extra mile - always do a little more that the customer expects you to do.
Amaible - analytical - expressive - driver
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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. 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
Turn the solution into a positive
customer service

17. How to help create a win-win solution
Turn the solution into a positive
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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. Customers repond best to...
People who exceed their expectations
Start by smiling warmly and making eye contact also use customers name.
Question everyone want to know - What is in it for me?
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. Why do customers usually complain?
Because there needs have not been met
Turn the solution into a positive
Always go the extra mile - always do a little more that the customer expects you to do.
Amaible - analytical - expressive - driver

20. The 4 personality types
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Amaible - analytical - expressive - driver
Because there needs have not been met

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Customer Service Skills

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