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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. Expressive personality
Because there needs have not been met
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.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

2. Analytical personality
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.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

3. WIIFM
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?
When everyone one wins in the end
Amaible - analytical - expressive - driver

4. Amaible 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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
When everyone one wins in the end
Dont exaggerate the benefits of your solution

5. How do you prevent complaints?
Always go the extra mile - always do a little more that the customer expects you to do.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Question everyone want to know - What is in it for me?
Always be truthful - beat them to the punch

6. Underpromise and overdeliver
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
Always be truthful - beat them to the punch
When everyone one wins in the end

7. How to help create a win-win solution
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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
Which relates to being honest - Welcome complaints

8. Customers repond best to...
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
People who exceed their expectations
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution

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
customer service
Dont exaggerate the benefits of your solution
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
People who exceed their expectations

10. Why do customers usually complain?
Because there needs have not been met
When everyone one wins in the end
People who exceed their expectations
Always be truthful - beat them to the punch

11. What is a great way to form a partnership with your customer?
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.
Which relates to being honest - Welcome complaints
build a rapport with them - develop a relationship that is based on trust and good feelings.

12. What a customer wants
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
Turn the solution into a positive
Always be truthful - beat them to the punch

13. Another way to build a rapport
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Turn the solution into a positive
Dont exaggerate the benefits of your solution
Which relates to being honest - Welcome complaints

14. Carer
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
When everyone one wins in the end
Turn the solution into a positive

15. Number one on the customer service list
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.
customer service
Always go the extra mile - always do a little more that the customer expects you to do.

16. The 4 personality types
Question everyone want to know - What is in it for me?
Start by smiling warmly and making eye contact also use customers name.
Dont exaggerate the benefits of your solution
Amaible - analytical - expressive - driver

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

18. How do you show you are interested?
Turn the solution into a positive
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.
Start by smiling warmly and making eye contact also use customers name.

19. What are win-win solutions?
When everyone one wins in the end
People who exceed their expectations
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Always go the extra mile - always do a little more that the customer expects you to do.

20. Driving personality
Always be truthful - beat them to the punch
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Turn the solution into a positive
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right