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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. Customers repond best to...
Start by smiling warmly and making eye contact also use customers name.
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 go the extra mile - always do a little more that the customer expects you to do.

2. Another way to build a rapport
When everyone one wins in the end
Which relates to being honest - Welcome complaints
Question everyone want to know - What is in it for me?
Amaible - analytical - expressive - driver

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

4. Amaible personality
Always be truthful - beat them to the punch
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
When everyone one wins in the end
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

5. How do you show you are interested?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Always be truthful - beat them to the punch
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Start by smiling warmly and making eye contact also use customers name.

6. 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
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
customer service
When everyone one wins in the end
Always be truthful - beat them to the punch

7. When you have to refuse a customer...
Dont exaggerate the benefits of your solution
Turn the solution into a positive
Always go the extra mile - always do a little more that the customer expects you to do.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

8. The 4 personality types
customer service
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Amaible - analytical - expressive - driver
People who exceed their expectations

9. How to help create a win-win 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.
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
People who exceed their expectations

10. Underpromise and overdeliver
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Start by smiling warmly and making eye contact also use customers name.
Dont exaggerate the benefits of your solution
build a rapport with them - develop a relationship that is based on trust and good feelings.

11. Carer
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Start by smiling warmly and making eye contact also use customers name.
When everyone one wins in the end
customer service

12. WIIFM
Question everyone want to know - What is in it for me?
Turn the solution into a positive
Always be truthful - beat them to the punch
Dont exaggerate the benefits of your solution

13. Why do customers usually complain?
When everyone one wins in the end
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
Amaible - analytical - expressive - driver

14. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Dont exaggerate the benefits of your solution
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

15. Number one on the customer service list
Always go the extra mile - always do a little more that the customer expects you to do.
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.
Because there needs have not been met

16. Driving personality
Which relates to being honest - Welcome complaints
Always go the extra mile - always do a little more that the customer expects you to do.
Amaible - analytical - expressive - driver
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

17. What are win-win solutions?
People who exceed their expectations
When everyone one wins in the end
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

18. What a customer wants
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.
build a rapport with them - develop a relationship that is based on trust and good feelings.
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. 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.
Dont exaggerate the benefits of your solution
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Which relates to being honest - Welcome complaints

20. How do you prevent complaints?
Turn the solution into a positive
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.
Always be truthful - beat them to the punch

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Customer Service Skills

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