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. What are win-win solutions?
When everyone one wins in the end
People who exceed their expectations
Always go the extra mile - always do a little more that the customer expects you to do.
Dont exaggerate the benefits of your solution

2. WIIFM
People who exceed their expectations
Always go the extra mile - always do a little more that the customer expects you to do.
Question everyone want to know - What is in it for me?
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

3. How do you show you are interested?
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.
Amaible - analytical - expressive - driver
Always be truthful - beat them to the punch

4. Why do customers usually complain?
Start by smiling warmly and making eye contact also use customers name.
Turn the solution into a positive
Because there needs have not been met
Always be truthful - beat them to the punch

5. Carer
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
Question everyone want to know - What is in it for me?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

6. How do you prevent complaints?
Always be truthful - beat them to the punch
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.
customer service
When everyone one wins in the end

7. How to help create a win-win solution
Turn the solution into a positive
When everyone one wins in the end
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

8. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
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
Question everyone want to know - What is in it for me?

9. Expressive personality
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.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Always be truthful - beat them to the punch
Because there needs have not been met

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

11. Amaible personality
customer service
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

12. Underpromise and overdeliver
When everyone one wins in the end
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

13. What a customer wants
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
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.

14. 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.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
customer service
Amaible - analytical - expressive - driver

15. 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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
customer service
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

16. Customers repond best to...
People who exceed their expectations
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
Turn the solution into a positive

17. The 4 personality types
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?
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.

18. Driving personality
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?
When everyone one wins in the end
build a rapport with them - develop a relationship that is based on trust and good feelings.

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

20. Number one on the customer service list
People who exceed their expectations
customer service
Turn the solution into a positive
Always go the extra mile - always do a little more that the customer expects you to do.

Test your basic knowledge |

Customer Service Skills

13 Skills Types | 550 Pages | Only $9.95 | PDF / EPub, Kindle Ready

Top Scores

Link to This Test

Related Subjects