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. How do you prevent complaints?
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.
Always be truthful - beat them to the punch
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

2. Why do customers usually complain?
Because there needs have not been met
Which relates to being honest - Welcome complaints
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

3. Analytical personality
Always go the extra mile - always do a little more that the customer expects you to do.
Turn the solution into a positive
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.

4. Another way to build a rapport
Question everyone want to know - What is in it for me?
Amaible - analytical - expressive - driver
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.

5. Customers repond best to...
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.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

6. When you have to refuse a customer...
Turn the solution into a positive
When everyone one wins in the end
Which relates to being honest - Welcome complaints
People who exceed their expectations

7. Driving personality
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Because there needs have not been met
Question everyone want to know - What is in it for me?
Always be truthful - beat them to the punch

8. How do you show you are interested?
Question everyone want to know - What is in it for me?
Turn the solution into a positive
Start by smiling warmly and making eye contact also use customers name.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

9. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
People who exceed their expectations
Always go the extra mile - always do a little more that the customer expects you to do.
Which relates to being honest - Welcome complaints

10. The 4 personality types
Which relates to being honest - Welcome complaints
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.
Amaible - analytical - expressive - driver

11. What a customer wants
Dont exaggerate the benefits of your solution
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.
Which relates to being honest - Welcome complaints

12. What are win-win solutions?
Always be truthful - beat them to the punch
Which relates to being honest - Welcome complaints
When everyone one wins in the end
Amaible - analytical - expressive - driver

13. Carer
Start by smiling warmly and making eye contact also use customers name.
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
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

14. WIIFM
build a rapport with them - develop a relationship that is based on trust and good feelings.
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
Question everyone want to know - What is in it for me?

15. Underpromise and overdeliver
Which relates to being honest - Welcome complaints
Dont exaggerate the benefits of your solution
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.

16. Number one on the customer service list
When everyone one wins in the end
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
build a rapport with them - develop a relationship that is based on trust and good feelings.

17. 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 be truthful - beat them to the punch
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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.

18. Amaible 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.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
When everyone one wins in the end
Because there needs have not been met

19. What is a great way to form a partnership with your customer?
People who exceed their expectations
Always go the extra mile - always do a little more that the customer expects you to do.
Because there needs have not been met
build a rapport with them - develop a relationship that is based on trust and good feelings.

20. How to help create a win-win solution
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.
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
build a rapport with them - develop a relationship that is based on trust and good feelings.