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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. The 4 personality types
People who exceed their expectations
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?
Amaible - analytical - expressive - driver

2. Carer
Amaible - analytical - expressive - driver
Because there needs have not been met
customer service
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

3. Amaible personality
customer service
Amaible - analytical - expressive - driver
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

4. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
customer service
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

5. Number one on the customer service list
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.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

6. Underpromise and overdeliver
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Question everyone want to know - What is in it for me?
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution

7. Another way to build a rapport
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
Which relates to being honest - Welcome complaints
People who exceed their expectations

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

9. What is a great way to form a partnership with your customer?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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.
Which relates to being honest - Welcome complaints

10. WIIFM
Question everyone want to know - What is in it for me?
People who exceed their expectations
Amaible - analytical - expressive - driver
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

11. Expressive personality
When everyone one wins in the end
Which relates to being honest - Welcome complaints
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
customer service

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
Always go the extra mile - always do a little more that the customer expects you to do.
Which relates to being honest - Welcome complaints
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
customer service

13. How do you prevent complaints?
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?
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 be truthful - beat them to the punch

14. When you have to refuse a customer...
When everyone one wins in the end
Turn the solution into a positive
customer service
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

15. Customers repond best to...
Start by smiling warmly and making eye contact also use customers name.
People who exceed their expectations
Always be truthful - beat them to the punch
Always go the extra mile - always do a little more that the customer expects you to do.

16. What a customer wants
customer service
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.
Dont exaggerate the benefits of your solution
People who exceed their expectations

17. How to help create a win-win 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
People who exceed their expectations
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.
Turn the solution into a positive

18. What are win-win solutions?
Start by smiling warmly and making eye contact also use customers name.
When everyone one wins in the end
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

19. Why do customers usually complain?
Because there needs have not been met
Turn the solution into a positive
Start by smiling warmly and making eye contact also use customers name.
Always go the extra mile - always do a little more that the customer expects you to do.

20. Driving 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
Dont exaggerate the benefits of your solution
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right