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. Underpromise and overdeliver
Dont exaggerate the benefits of your solution
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Amaible - analytical - expressive - driver

2. WIIFM
Question everyone want to know - What is in it for me?
Dont exaggerate the benefits of your solution
Always be truthful - beat them to the punch
Which relates to being honest - Welcome complaints

3. Amaible personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Always be truthful - beat them to the punch
Because there needs have not been met
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

4. 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.
People who exceed their expectations
customer service
Which relates to being honest - Welcome complaints

5. Driving 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
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
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

6. How do you show you are interested?
Always go the extra mile - always do a little more that the customer expects you to do.
Start by smiling warmly and making eye contact also use customers name.
Because there needs have not been met
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

7. Analytical personality
Amaible - analytical - expressive - driver
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Turn the solution into a positive
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.

8. Customers repond best to...
When everyone one wins in the end
customer service
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
People who exceed their expectations

9. Number one on the customer service list
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Dont exaggerate the benefits of your solution
Always go the extra mile - always do a little more that the customer expects you to do.
People who exceed their expectations

10. How to help create a win-win solution
build a rapport with them - develop a relationship that is based on trust and good feelings.
People who exceed their expectations
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

11. The 4 personality types
Dont exaggerate the benefits of your solution
Amaible - analytical - expressive - driver
Which relates to being honest - Welcome complaints
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.

12. When you have to refuse a customer...
Dont exaggerate the benefits of your solution
Turn the solution into a positive
Question everyone want to know - What is in it for me?
People who exceed their expectations

13. What are win-win solutions?
Turn the solution into a positive
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.
Amaible - analytical - expressive - driver
When everyone one wins in the end

14. What is a great way to form a partnership with your customer?
People who exceed their expectations
Always be truthful - beat them to the punch
build a rapport with them - develop a relationship that is based on trust and good feelings.
Amaible - analytical - expressive - driver

15. Carer
Always go the extra mile - always do a little more that the customer expects you to do.
When everyone one wins in the end
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

16. Another way to build a rapport
build a rapport with them - develop a relationship that is based on trust and good feelings.
Which relates to being honest - Welcome complaints
People who exceed their expectations
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

17. Why do customers usually complain?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Because there needs have not been met
Always be truthful - beat them to the punch

18. How do you prevent complaints?
Always be truthful - beat them to the punch
Which relates to being honest - Welcome complaints
Dont exaggerate the benefits of your solution
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

19. What a customer wants
Always go the extra mile - always do a little more that the customer expects you to do.
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

20. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
build a rapport with them - develop a relationship that is based on trust and good feelings.
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
Question everyone want to know - What is in it for me?

Business Skills | Soft Skills | Basic Literacy