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