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?
People who exceed their expectations
When everyone one wins in the end
Turn the solution into a positive
Amaible - analytical - expressive - driver

2. Number one on the customer service list
Always go the extra mile - always do a little more that the customer expects you to do.
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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

3. How do you show you are interested?
build a rapport with them - develop a relationship that is based on trust and good feelings.
When everyone one wins in the end
Which relates to being honest - Welcome complaints
Start by smiling warmly and making eye contact also use customers name.

4. WIIFM
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

5. Why do customers usually complain?
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Because there needs have not been met
Turn the solution into a positive

6. Another way to build a rapport
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Which relates to being honest - Welcome complaints
customer service
When everyone one wins in the end

7. Customers repond best to...
Dont exaggerate the benefits of your solution
When everyone one wins in the end
People who exceed their expectations
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
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.
build a rapport with them - develop a relationship that is based on trust and good feelings.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

9. How to help create a win-win solution
People who exceed their expectations
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
Always be truthful - beat them to the punch

10. Carer
Always go the extra mile - always do a little more that the customer expects you to do.
Because there needs have not been met
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

11. When you have to refuse a customer...
When everyone one wins in the end
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.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

12. The 4 personality types
Which relates to being honest - Welcome complaints
Always go the extra mile - always do a little more that the customer expects you to do.
Start by smiling warmly and making eye contact also use customers name.
Amaible - analytical - expressive - driver

13. How do you prevent complaints?
Dont exaggerate the benefits of your solution
Always be truthful - beat them to the punch
When everyone one wins in the end
Turn the solution into a positive

14. Driving personality
Because there needs have not been met
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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.

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
customer service
Which relates to being honest - Welcome complaints
Start by smiling warmly and making eye contact also use customers name.
When everyone one wins in the end

16. 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.
When everyone one wins in the end
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

17. Expressive personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Question everyone want to know - What is in it for me?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Which relates to being honest - Welcome complaints

18. 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.
Question everyone want to know - What is in it for me?
Because there needs have not been met
People who exceed their expectations

19. Underpromise and overdeliver
Which relates to being honest - Welcome complaints
Dont exaggerate the benefits of your solution
Question everyone want to know - What is in it for me?
Start by smiling warmly and making eye contact also use customers name.

20. 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
customer service
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.