SUBJECTS
|
BROWSE
|
CAREER CENTER
|
POPULAR
|
JOIN
|
LOGIN
Business Skills
|
Soft Skills
|
Basic Literacy
|
Certifications
About
|
Help
|
Privacy
|
Terms
|
Email
Search
Test your basic knowledge |
Customer Service Problem Solving Skills
Start Test
Study First
Subjects
:
business-skills
,
soft-skills
Instructions:
Answer 15 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. 5 Examples of SS: good hygiene - clean - organised - kept together - knowledge
Primary Service
Secondary services
Secondary Service
Product
2. this is the item - the customer is persuing to consume.some thing tangible (Take home in a bag)
Reassurance
Consumer
Product
Need
3. Assurance - of self worth. Feeling good
Primary Service
Empathy
Secondary Service
Self-Esteem
4. Going over - making sure customer is fully satisfied.
Shopper
Secondary Service
Reassurance
Why?
5. What the customer's would like - but can do with out
Primary Service
Consumer
Want
Secondary services
6. How can what I do help the customer succeed - and be confident? Customer's needs.
Reassurance
Product
How
Empathy
7. Understanding the feelings of customer - and having humility and compassion. you have mpathy for the customer - when there is nothing left to do.
Product
Empathy
Consumer
Reassurance
8. The user of the products - and Primary services
Secondary services
Secondary Service
Reassurance
Consumer
9. Why does the customer care about our service - and What can we do to make them better? why to find the next higher need until we get to Self esteem.
Why?
Consumer
Primary Services
Need
10. Basic expectations of customers
Want
Self-Esteem
Empathy
Secondary Service
11. Person who Buys the Products - and Primary Services.
Secondary Service
Customer
Consumer
Product
12. 5 Examples of PS: Counseling - Repair - Check up at the doctor - Cut hair -Nannying
Primary Services
Reassurance
Primary Service
Want
13. Something you pay someone to do for you. such as; Clean - Repairs
Primary Service
Shopper
Empathy
Customer
14. What the customers think they have to have. Such as what they come into the retail store.
Secondary services
Primary Services
Need
Self-Esteem
15. Looking at price and details of product. we want to turn them into customers.
Secondary Service
Self-Esteem
Product
Shopper