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. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Always go the extra mile - always do a little more that the customer expects you to do.

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

3. Customers repond best to...
When everyone one wins in the end
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Amaible - analytical - expressive - driver
People who exceed their expectations

4. When you have to refuse a customer...
Turn the solution into a positive
build a rapport with them - develop a relationship that is based on trust and good feelings.
customer service
Start by smiling warmly and making eye contact also use customers name.

5. Underpromise and overdeliver
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
Because there needs have not been met
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

6. The 4 personality types
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.
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution

7. Number one on the customer service list
Always go the extra mile - always do a little more that the customer expects you to do.
When everyone one wins in the end
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

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

9. Carer
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
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

10. How do you prevent complaints?
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
customer service
Which relates to being honest - Welcome complaints

11. How do you show you are interested?
Question everyone want to know - What is in it for me?
Because there needs have not been met
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

12. 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
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
Amaible - analytical - expressive - driver
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
customer service

13. How to help create a win-win solution
Turn the solution into a positive
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
Amaible - analytical - expressive - driver

14. 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
Always be truthful - beat them to the punch
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

15. Driving personality
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
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Which relates to being honest - Welcome complaints

16. 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.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
customer service
Turn the solution into a positive

17. WIIFM
Question everyone want to know - What is in it for me?
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.
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.

18. 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.
Start by smiling warmly and making eye contact also use customers name.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Because there needs have not been met

19. Why do customers usually complain?
build a rapport with them - develop a relationship that is based on trust and good feelings.
Turn the solution into a positive
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Because there needs have not been met

20. Expressive personality
Question everyone want to know - What is in it for me?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Because there needs have not been met
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details