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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. What are win-win solutions?
customer service
When everyone one wins in the end
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.

2. Another way to build a rapport
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
customer service
Which relates to being honest - Welcome complaints
build a rapport with them - develop a relationship that is based on trust and good feelings.

3. How to help create a win-win solution
Question everyone want to know - What is in it for me?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Dont exaggerate the benefits of your solution
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

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
Start by smiling warmly and making eye contact also use customers name.
Because there needs have not been met
customer service
Which relates to being honest - Welcome complaints

5. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Because there needs have not been met
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. The 4 personality types
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution
People who exceed their expectations

7. Analytical personality
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.
People who exceed their expectations
Start by smiling warmly and making eye contact also use customers name.

8. WIIFM
Start by smiling warmly and making eye contact also use customers name.
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.
customer service

9. How do you prevent complaints?
People who exceed their expectations
Always be truthful - beat them to the punch
Turn the solution into a positive
Amaible - analytical - expressive - driver

10. 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.
build a rapport with them - develop a relationship that is based on trust and good feelings.
Which relates to being honest - Welcome complaints
Always go the extra mile - always do a little more that the customer expects you to do.

11. Amaible personality
customer service
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Always be truthful - beat them to the punch
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

12. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
When everyone one wins in the end
Amaible - analytical - expressive - driver

13. Underpromise and overdeliver
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Dont exaggerate the benefits of your solution
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.

14. Carer
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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.
Amaible - analytical - expressive - driver

15. 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.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
People who exceed their expectations
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

16. Driving personality
Which relates to being honest - Welcome 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
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?

17. When you have to refuse a customer...
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
Question everyone want to know - What is in it for me?
Turn the solution into a positive

18. Customers repond best to...
customer service
Turn the solution into a positive
People who exceed their expectations
Start by smiling warmly and making eye contact also use customers name.

19. Number one on the customer service list
Dont exaggerate the benefits of your solution
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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.

20. Why do customers usually complain?
Because there needs have not been met
Dont exaggerate the benefits of your solution
Turn the solution into a positive
Which relates to being honest - Welcome complaints