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. Expressive personality
When everyone one wins in the end
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
Amaible - analytical - expressive - driver

2. Another way to build a rapport
customer service
Which relates to being honest - Welcome complaints
Turn the solution into a positive
build a rapport with them - develop a relationship that is based on trust and good feelings.

3. What a customer wants
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
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.

4. 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.
Always go the extra mile - always do a little more that the customer expects you to do.

5. Customers repond best to...
People who exceed their expectations
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

6. Underpromise and overdeliver
Dont exaggerate the benefits of your solution
Always be truthful - beat them to the punch
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

7. Analytical personality
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
Because there needs have not been met
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

8. How do you prevent 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.
Turn the solution into a positive
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Always be truthful - beat them to the punch

9. The 4 personality types
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
When everyone one wins in the end
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Amaible - analytical - expressive - driver

10. 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
Because there needs have not been met
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
customer service

11. WIIFM
People who exceed their expectations
Turn the solution into a positive
Question everyone want to know - What is in it for me?
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

12. Why do customers usually complain?
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?
Dont exaggerate the benefits of your solution

13. When you have to refuse a customer...
Because there needs have not been met
Turn the solution into a positive
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
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

14. Amaible personality
Always go the extra mile - always do a little more that the customer expects you to do.
People who exceed their expectations
Question everyone want to know - What is in it for me?
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

15. What are win-win solutions?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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
When everyone one wins in the end

16. Carer
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Always be truthful - beat them to the punch
Amaible - analytical - expressive - driver
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.

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
Dont exaggerate the benefits of your solution
Amaible - analytical - expressive - driver
Turn the solution into a positive

18. How do you show you are interested?
People who exceed their expectations
Start by smiling warmly and making eye contact also use customers name.
Question everyone want to know - What is in it for me?
Which relates to being honest - Welcome complaints

19. What is a great way to form a partnership with your customer?
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?
build a rapport with them - develop a relationship that is based on trust and good feelings.
People who exceed their expectations

20. Number one on the customer service list
Always go the extra mile - always do a little more that the customer expects you to do.
People who exceed their expectations
Always be truthful - beat them to the punch
Question everyone want to know - What is in it for me?