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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
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.
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.
Dont exaggerate the benefits of your solution

2. Driving personality
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
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?

3. What a customer wants
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.
When everyone one wins in the end

4. Number one on the customer service list
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
Turn the solution into a positive
Dont exaggerate the benefits of your solution

5. Carer
People who exceed their expectations
When everyone one wins in the end
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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

6. How to help create a win-win solution
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?
Turn the solution into a positive
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

7. WIIFM
build a rapport with them - develop a relationship that is based on trust and good feelings.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Question everyone want to know - What is in it for me?
Always be truthful - beat them to the punch

8. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
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
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.
build a rapport with them - develop a relationship that is based on trust and good feelings.

9. The 4 personality types
Amaible - analytical - expressive - driver
Always be truthful - beat them to the punch
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Question everyone want to know - What is in it for me?

10. How do you prevent complaints?
Always be truthful - beat them to the punch
Turn the solution into a positive
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
Dont exaggerate the benefits of your solution

11. What are win-win solutions?
When everyone one wins in the end
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Turn the solution into a positive
Which relates to being honest - Welcome complaints

12. What is a great way to form a partnership with your customer?
Always be truthful - beat them to the punch
Because there needs have not been met
Dont exaggerate the benefits of your solution
build a rapport with them - develop a relationship that is based on trust and good feelings.

13. Another way to build a rapport
Which relates to being honest - Welcome complaints
customer service
People who exceed their expectations
Turn the solution into a positive

14. When you have to refuse a customer...
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Dont exaggerate the benefits of your solution
Start by smiling warmly and making eye contact also use customers name.
Turn the solution into a positive

15. Amaible personality
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?
customer service

16. Why do customers usually complain?
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.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Dont exaggerate the benefits of your solution

17. Customers repond best to...
Start by smiling warmly and making eye contact also use customers name.
build a rapport with them - develop a relationship that is based on trust and good feelings.
People who exceed their expectations
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

18. Analytical personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Dont exaggerate the benefits of your solution
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.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

19. 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
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?
Because there needs have not been met
customer service

20. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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