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. Another way to build a rapport
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
Turn the solution into a positive
Always be truthful - beat them to the punch


2. Analytical personality
Always be truthful - beat them to the punch
Start by smiling warmly and making eye contact also use customers name.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.


3. Expressive personality
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
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


4. Why do customers usually complain?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?
Because there needs have not been met


5. How do you prevent complaints?
Question everyone want to know - What is in it for me?
Always be truthful - beat them to the punch
customer service
Which relates to being honest - Welcome complaints


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


7. Carer
Question everyone want to know - What is in it for me?
Start by smiling warmly and making eye contact also use customers name.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Turn the solution into a positive


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


9. How do you show you are interested?
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
Start by smiling warmly and making eye contact also use customers name.
When everyone one wins in the end
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details


10. What are win-win solutions?
Always be truthful - beat them to the punch
customer service
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


11. Number one on the customer service list
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.
Always go the extra mile - always do a little more that the customer expects you to do.
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. Amaible personality
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Because there needs have not been met
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Which relates to being honest - Welcome complaints


13. Underpromise and overdeliver
When everyone one wins in the end
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution


14. When you have to refuse a customer...
Because there needs have not been met
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
People who exceed their expectations
Turn the solution into a positive


15. Customers repond best to...
Start by smiling warmly and making eye contact also use customers name.
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


16. What is a great way to form a partnership with your 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.
build a rapport with them - develop a relationship that is based on trust and good feelings.
customer service
Question everyone want to know - What is in it for me?


17. WIIFM
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?
Start by smiling warmly and making eye contact also use customers name.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back


18. How to help create a win-win solution
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
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.


19. What a customer wants
When everyone one wins in the end
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.
Which relates to being honest - Welcome complaints


20. The 4 personality types
Start by smiling warmly and making eye contact also use customers name.
Amaible - analytical - expressive - driver
customer service
Question everyone want to know - What is in it for me?