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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. When you have to refuse a customer...
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Turn the solution into a positive

2. How to help create a win-win solution
build a rapport with them - develop a relationship that is based on trust and good feelings.
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.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

3. Underpromise and overdeliver
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
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Turn the solution into a positive

4. Driving personality
Because there needs have not been met
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Which relates to being honest - Welcome complaints
When everyone one wins in the end

5. Why do customers usually complain?
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?
Because there needs have not been met
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

6. WIIFM
Turn the solution into a positive
Question everyone want to know - What is in it for me?
Start by smiling warmly and making eye contact also use customers name.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

7. What a customer wants
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.
Because there needs have not been met
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

8. Another way to build a rapport
Always be truthful - beat them to the punch
Turn the solution into a positive
Which relates to being honest - Welcome complaints
Dont exaggerate the benefits of your solution

9. What are win-win solutions?
customer service
When everyone one wins in the end
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

10. How do you prevent complaints?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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.

11. The 4 personality types
Amaible - analytical - expressive - driver
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
Question everyone want to know - What is in it for me?

12. How do you show you are interested?
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Always be truthful - beat them to the punch
Start by smiling warmly and making eye contact also use customers name.
Turn the solution into a positive

13. Expressive personality
Dont exaggerate the benefits of your solution
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
When everyone one wins in the end
customer service

14. 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
Always go the extra mile - always do a little more that the customer expects you to do.
People who exceed their expectations
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

15. Carer
Because there needs have not been met
When everyone one wins in the end
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Always be truthful - beat them to the punch

16. Analytical personality
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.
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

17. Amaible personality
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
build a rapport with them - develop a relationship that is based on trust and good feelings.
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

18. Number one on the customer service list
build a rapport with them - develop a relationship that is based on trust and good feelings.
People who exceed their expectations
Always be truthful - beat them to the punch
Always go the extra mile - always do a little more that the customer expects you to do.

19. What is a great way to form a partnership with your customer?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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
build a rapport with them - develop a relationship that is based on trust and good feelings.

20. Customers repond best to...
When everyone one wins in the end
Turn the solution into a positive
Which relates to being honest - Welcome complaints
People who exceed their expectations