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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. Assurance - of self worth. Feeling good
Want
Primary Service
Self-Esteem
Empathy
2. 5 Examples of PS: Counseling - Repair - Check up at the doctor - Cut hair -Nannying
Customer
Empathy
Primary Services
Consumer
3. Something you pay someone to do for you. such as; Clean - Repairs
How
Primary Service
Why?
Consumer
4. 5 Examples of SS: good hygiene - clean - organised - kept together - knowledge
Self-Esteem
Product
How
Secondary services
5. What the customers think they have to have. Such as what they come into the retail store.
Secondary services
Need
Want
Primary Services
6. What the customer's would like - but can do with out
Want
Why?
How
Self-Esteem
7. Basic expectations of customers
Shopper
How
Want
Secondary Service
8. Going over - making sure customer is fully satisfied.
Reassurance
Want
Self-Esteem
How
9. Understanding the feelings of customer - and having humility and compassion. you have mpathy for the customer - when there is nothing left to do.
Primary Service
Reassurance
Empathy
Shopper
10. this is the item - the customer is persuing to consume.some thing tangible (Take home in a bag)
Need
Primary Service
Product
Secondary services
11. How can what I do help the customer succeed - and be confident? Customer's needs.
Want
Reassurance
How
Need
12. Person who Buys the Products - and Primary Services.
Reassurance
Need
Customer
Want
13. 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.
Secondary services
Why?
Empathy
Secondary Service
14. Looking at price and details of product. we want to turn them into customers.
Want
Shopper
Product
Why?
15. The user of the products - and Primary services
Self-Esteem
Consumer
Shopper
Customer