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. Driving personality
Dont exaggerate the benefits of your solution
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
build a rapport with them - develop a relationship that is based on trust and good feelings.
Which relates to being honest - Welcome complaints

2. The 4 personality types
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.
Amaible - analytical - expressive - driver

3. What is a great way to form a partnership with your customer?
Always be truthful - beat them to the punch
build a rapport with them - develop a relationship that is based on trust and good feelings.
customer service
Which relates to being honest - Welcome complaints

4. Customers repond best to...
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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?
People who exceed their expectations

5. Carer
Amaible - analytical - expressive - driver
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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

6. What are win-win solutions?
Turn the solution into a positive
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
When everyone one wins in the end

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

8. Another way to build a rapport
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
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.
Which relates to being honest - Welcome complaints

9. 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
Question everyone want to know - What is in it for me?
Dont exaggerate the benefits of your solution
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
customer service

10. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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.
Turn the solution into a positive

11. When you have to refuse a customer...
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Turn the solution into a positive

12. How do you show you are interested?
Turn the solution into a positive
When everyone one wins in the end
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.

13. WIIFM
Question everyone want to know - What is in it for me?
customer service
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Amaible - analytical - expressive - driver

14. How do you prevent complaints?
Which relates to being honest - Welcome complaints
Turn the solution into a positive
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

15. Amaible personality
Question everyone want to know - What is in it for me?
Because there needs have not been met
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Start by smiling warmly and making eye contact also use customers name.

16. Why do customers usually complain?
Question everyone want to know - What is in it for me?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Because there needs have not been met
Start by smiling warmly and making eye contact also use customers name.

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
Which relates to being honest - Welcome complaints
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.

18. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Dont exaggerate the benefits of your solution
People who exceed their expectations
customer service

19. Number one on the customer service list
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

20. What a customer wants
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Which relates to being honest - Welcome complaints
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.
Question everyone want to know - What is in it for me?