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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. 5 Examples of SS: good hygiene - clean - organised - kept together - knowledge
Primary Services
Shopper
Consumer
Secondary services

2. 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.
Self-Esteem
Why?
How
Consumer

3. The user of the products - and Primary services
Product
How
Consumer
Want

4. 5 Examples of PS: Counseling - Repair - Check up at the doctor - Cut hair -Nannying
How
Secondary Service
Primary Services
Want

5. Looking at price and details of product. we want to turn them into customers.
Primary Service
Secondary services
Customer
Shopper

6. Basic expectations of customers
Secondary Service
Why?
How
Product

7. What the customer's would like - but can do with out
Empathy
How
Want
Self-Esteem

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

9. Assurance - of self worth. Feeling good
Secondary Service
Empathy
Secondary services
Self-Esteem

10. What the customers think they have to have. Such as what they come into the retail store.
Need
Secondary services
Secondary Service
Customer

11. Person who Buys the Products - and Primary Services.
Empathy
Reassurance
Self-Esteem
Customer

12. this is the item - the customer is persuing to consume.some thing tangible (Take home in a bag)
Reassurance
Self-Esteem
Product
Want

13. Understanding the feelings of customer - and having humility and compassion. you have mpathy for the customer - when there is nothing left to do.
Empathy
Why?
Product
Consumer

14. Going over - making sure customer is fully satisfied.
Consumer
Product
Primary Services
Reassurance

15. Something you pay someone to do for you. such as; Clean - Repairs
Primary Service
Consumer
Product
How

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