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. How do you show you are interested?
Amaible - analytical - expressive - driver
Which relates to being honest - Welcome complaints
customer service
Start by smiling warmly and making eye contact also use customers name.

2. 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
customer service
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Because there needs have not been met
When everyone one wins in the end

3. Carer
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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?

4. Customers repond best to...
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.
People who exceed their expectations
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

5. The 4 personality types
Amaible - analytical - expressive - driver
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Which relates to being honest - Welcome complaints
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

6. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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
Question everyone want to know - What is in it for me?

7. How to help create a win-win solution
Amaible - analytical - expressive - driver
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
People who exceed their expectations
Start by smiling warmly and making eye contact also use customers name.

8. What is a great way to form a partnership with your customer?
build a rapport with them - develop a relationship that is based on trust and good feelings.
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
Because there needs have not been met

9. Another way to build a rapport
Always go the extra mile - always do a little more that the customer expects you to do.
Which relates to being honest - Welcome complaints
build a rapport with them - develop a relationship that is based on trust and good feelings.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

10. Why do customers usually complain?
Turn the solution into a positive
customer service
Start by smiling warmly and making eye contact also use customers name.
Because there needs have not been met

11. Amaible personality
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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

12. 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.
People who exceed their expectations
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

13. Number one on the customer service list
People who exceed their expectations
Turn the solution into a positive
When everyone one wins in the end
Always go the extra mile - always do a little more that the customer expects you to do.

14. What are win-win solutions?
When everyone one wins in the end
build a rapport with them - develop a relationship that is based on trust and good feelings.
Turn the solution into a positive
Question everyone want to know - What is in it for me?

15. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
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.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

16. Driving personality
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.
Question everyone want to know - What is in it for me?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

17. How do you prevent complaints?
Because there needs have not been met
Dont exaggerate the benefits of your solution
Always be truthful - beat them to the punch
build a rapport with them - develop a relationship that is based on trust and good feelings.

18. Underpromise and overdeliver
Turn the solution into a positive
Dont exaggerate the benefits of your solution
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.

19. WIIFM
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Question everyone want to know - What is in it for me?
Amaible - analytical - expressive - driver
Always be truthful - beat them to the punch

20. When you have to refuse a customer...
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
Turn the solution into a positive
Always be truthful - beat them to the punch