Test your basic knowledge |

Customer Service Skills

Instructions:

Answer 20 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. Carer
Because there needs have not been met
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
build a rapport with them - develop a relationship that is based on trust and good feelings.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

2. The 4 personality types
People who exceed their expectations
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
build a rapport with them - develop a relationship that is based on trust and good feelings.
Amaible - analytical - expressive - driver

3. Analytical personality
customer service
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Which relates to being honest - Welcome complaints

4. WIIFM
Turn the solution into a positive
Question everyone want to know - What is in it for me?
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
When everyone one wins in the end

5. Why do customers usually complain?
To be recognized - to be served but not pressured -to gain your undivided attention - to be given information without judgement - to be treated as an individual - to but without being frustrated with rules -to be appreciated - to be satisfied.
Turn the solution into a positive
Always go the extra mile - always do a little more that the customer expects you to do.
Because there needs have not been met

6. The ability of knowledgeable - capable and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth
Always be truthful - beat them to the punch
People who exceed their expectations
customer service
Always go the extra mile - always do a little more that the customer expects you to do.

7. Number one on the customer service list
Turn the solution into a positive
Always go the extra mile - always do a little more that the customer expects you to do.
Question everyone want to know - What is in it for me?
Dont exaggerate the benefits of your solution

8. What are win-win solutions?
When everyone one wins in the end
Always go the extra mile - always do a little more that the customer expects you to do.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Identify your customers want and needs - se things for a customers point of view - keep a open mind and encourage your customer to do the same - explore alternatives - offer several options - reach an agreement

9. Another way to build a rapport
Which relates to being honest - Welcome complaints
Turn the solution into a positive
build a rapport with them - develop a relationship that is based on trust and good feelings.
Always be truthful - beat them to the punch

10. Driving personality
build a rapport with them - develop a relationship that is based on trust and good feelings.
Because there needs have not been met
To be recognized - to be served but not pressured -to gain your undivided attention - to be given information without judgement - to be treated as an individual - to but without being frustrated with rules -to be appreciated - to be satisfied.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

11. Amaible personality
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Because there needs have not been met
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
build a rapport with them - develop a relationship that is based on trust and good feelings.

12. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
Always be truthful - beat them to the punch
When everyone one wins in the end
To be recognized - to be served but not pressured -to gain your undivided attention - to be given information without judgement - to be treated as an individual - to but without being frustrated with rules -to be appreciated - to be satisfied.

13. Customers repond best to...
Turn the solution into a positive
Amaible - analytical - expressive - driver
People who exceed their expectations
Dont exaggerate the benefits of your solution

14. How to help create a win-win solution
Which relates to being honest - Welcome complaints
Turn the solution into a positive
customer service
Identify your customers want and needs - se things for a customers point of view - keep a open mind and encourage your customer to do the same - explore alternatives - offer several options - reach an agreement

15. How do you prevent complaints?
Identify your customers want and needs - se things for a customers point of view - keep a open mind and encourage your customer to do the same - explore alternatives - offer several options - reach an agreement
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
When everyone one wins in the end
Always be truthful - beat them to the punch

16. When you have to refuse a customer...
Dont exaggerate the benefits of your solution
Which relates to being honest - Welcome complaints
Turn the solution into a positive
Always go the extra mile - always do a little more that the customer expects you to do.

17. Underpromise and overdeliver
Question everyone want to know - What is in it for me?
Always go the extra mile - always do a little more that the customer expects you to do.
Dont exaggerate the benefits of your solution
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

18. What is a great way to form a partnership with your customer?
Identify your customers want and needs - se things for a customers point of view - keep a open mind and encourage your customer to do the same - explore alternatives - offer several options - reach an agreement
build a rapport with them - develop a relationship that is based on trust and good feelings.
customer service
Question everyone want to know - What is in it for me?

19. What a customer wants
To be recognized - to be served but not pressured -to gain your undivided attention - to be given information without judgement - to be treated as an individual - to but without being frustrated with rules -to be appreciated - to be satisfied.
Start by smiling warmly and making eye contact also use customers name.
customer service
Because there needs have not been met

20. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Start by smiling warmly and making eye contact also use customers name.
To be recognized - to be served but not pressured -to gain your undivided attention - to be given information without judgement - to be treated as an individual - to but without being frustrated with rules -to be appreciated - to be satisfied.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details