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