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Customer Service Skills
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Study First
Subject
:
soft-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
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.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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.
2. Another way to build a rapport
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.
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.
Which relates to being honest - Welcome complaints
3. Underpromise and overdeliver
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.
Dont exaggerate the benefits of your solution
Always go the extra mile - always do a little more that the customer expects you to do.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
4. How to help create a win-win solution
build a rapport with them - develop a relationship that is based on trust and good feelings.
Start by smiling warmly and making eye contact also use customers name.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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
5. Amaible personality
Start by smiling warmly and making eye contact also use customers name.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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
6. How do you prevent complaints?
Turn the solution into a positive
When everyone one wins in the end
Always be truthful - beat them to the punch
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
7. Customers repond best to...
People who exceed their expectations
Always go the extra mile - always do a little more that the customer expects you to do.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
customer service
8. 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.
Always go the extra mile - always do a little more that the customer expects you to do.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Because there needs have not been met
9. Why do customers usually complain?
Because there needs have not been met
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Dont exaggerate the benefits of your solution
Amaible - analytical - expressive - driver
10. The 4 personality types
Always go the extra mile - always do a little more that the customer expects you to do.
People who exceed their expectations
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Amaible - analytical - expressive - driver
11. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
People who exceed their expectations
Turn the solution into a positive
12. What is a great way to form a partnership with your customer?
Dont exaggerate the benefits of your solution
When everyone one wins in the end
build a rapport with them - develop a relationship that is based on trust and good feelings.
Start by smiling warmly and making eye contact also use customers name.
13. Number one on the customer service list
Which relates to being honest - Welcome complaints
Always go the extra mile - always do a little more that the customer expects you to do.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
14. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Because there needs have not been met
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Turn the solution into a positive
15. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
customer service
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
16. What are win-win solutions?
When everyone one wins in the end
Question everyone want to know - What is in it for me?
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
17. 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
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Amaible - analytical - expressive - driver
People who exceed their expectations
customer service
18. WIIFM
build a rapport with them - develop a relationship that is based on trust and good feelings.
Turn the solution into a positive
Because there needs have not been met
Question everyone want to know - What is in it for me?
19. When you have to refuse a customer...
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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
Turn the solution into a positive
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
20. Driving personality
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Question everyone want to know - What is in it for me?
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
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