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. WIIFM
Question everyone want to know - What is in it for me?
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.
Start by smiling warmly and making eye contact also use customers name.

2. How to help create a win-win solution
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
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.

3. What a customer wants
Which relates to being honest - Welcome complaints
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
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. 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.
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
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

5. Another way to build a rapport
Turn the solution into a positive
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

6. Customers repond best to...
Question everyone want to know - What is in it for me?
People who exceed their expectations
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Start by smiling warmly and making eye contact also use customers name.

7. When you have to refuse a customer...
When everyone one wins in the end
Turn the solution into a positive
Question everyone want to know - What is in it for me?
Amaible - analytical - expressive - driver

8. Why do customers usually complain?
Question everyone want to know - What is in it for me?
Because there needs have not been met
customer service
Start by smiling warmly and making eye contact also use customers name.

9. Expressive personality
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
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

10. Number one on the customer service list
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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.
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

11. The 4 personality types
build a rapport with them - develop a relationship that is based on trust and good feelings.
Amaible - analytical - expressive - driver
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Start by smiling warmly and making eye contact also use customers name.

12. How do you show you are interested?
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
Because there needs have not been met

13. Carer
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
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

14. 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.
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
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. How do you prevent complaints?
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?
Always be truthful - beat them to the punch
Dont exaggerate the benefits of your solution

16. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
People who exceed their expectations
Always be truthful - beat them to the punch
Amaible - analytical - expressive - driver

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

18. 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
Start by smiling warmly and making eye contact also use customers name.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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

19. What are win-win solutions?
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
Because there needs have not been met
Turn the solution into a positive

20. Underpromise and overdeliver
Dont exaggerate the benefits of your solution
Start by smiling warmly and making eye contact also use customers name.
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

Test your basic knowledge |

Customer Service Skills

Top Scores

Link to This Test

Related Subjects