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