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Customer Service Problem Solving Skills

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. How can what I do help the customer succeed - and be confident? Customer's needs.
Product
Customer
How
Want

2. 5 Examples of PS: Counseling - Repair - Check up at the doctor - Cut hair -Nannying
Secondary services
Product
Why?
Primary Services

3. What the customers think they have to have. Such as what they come into the retail store.
How
Need
Secondary Service
Consumer

4. What the customer's would like - but can do with out
Need
Want
Shopper
Product

5. Assurance - of self worth. Feeling good
Product
Self-Esteem
Primary Service
Why?

6. Going over - making sure customer is fully satisfied.
Reassurance
Empathy
Primary Services
Self-Esteem

7. 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 Service
Primary Services
Secondary services
Why?

8. Understanding the feelings of customer - and having humility and compassion. you have mpathy for the customer - when there is nothing left to do.
Secondary Service
Empathy
Consumer
Secondary services

9. Looking at price and details of product. we want to turn them into customers.
Empathy
Secondary services
Shopper
Customer

10. Person who Buys the Products - and Primary Services.
How
Empathy
Product
Customer

11. Basic expectations of customers
Consumer
Why?
Primary Service
Secondary Service

12. The user of the products - and Primary services
How
Consumer
Shopper
Why?

13. 5 Examples of SS: good hygiene - clean - organised - kept together - knowledge
Want
Consumer
Secondary services
Empathy

14. Something you pay someone to do for you. such as; Clean - Repairs
How
Secondary services
Primary Service
Customer

15. this is the item - the customer is persuing to consume.some thing tangible (Take home in a bag)
Product
Need
Primary Services
Customer

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