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. Analytical personality
Turn the solution into a positive
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Start by smiling warmly and making eye contact also use customers name.

2. Amaible personality
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Which relates to being honest - Welcome complaints
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

3. WIIFM
Start by smiling warmly and making eye contact also use customers name.
Question everyone want to know - What is in it for me?
Dont exaggerate the benefits of your solution
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

4. 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
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
customer service
Amaible - analytical - expressive - driver

5. Carer
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.
Always be truthful - beat them to the punch
When everyone one wins in the end

6. How do you prevent complaints?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Start by smiling warmly and making eye contact also use customers name.
Always be truthful - beat them to the punch
customer service

7. How do you show you are interested?
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.
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

8. Underpromise and overdeliver
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
Dont exaggerate the benefits of your solution
customer service

9. Number one on the customer service list
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 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

10. 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.
Turn the solution into a positive
Which relates to being honest - Welcome complaints
Dont exaggerate the benefits of your solution

11. Customers repond best to...
Question everyone want to know - What is in it for me?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
People who exceed their expectations
Always be truthful - beat them to the punch

12. Driving personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Which relates to being honest - Welcome complaints
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Question everyone want to know - What is in it for me?

13. 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.
Because there needs have not been met
Turn the solution into a positive

14. When you have to refuse a customer...
build a rapport with them - develop a relationship that is based on trust and good feelings.
Turn the solution into a positive
Start by smiling warmly and making eye contact also use customers name.
customer service

15. Another way to build a rapport
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
Amaible - analytical - expressive - driver
Which relates to being honest - Welcome complaints

16. What are win-win solutions?
Question everyone want to know - What is in it for me?
customer service
Dont exaggerate the benefits of your solution
When everyone one wins in the end

17. What a customer wants
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
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

18. How to help create a win-win solution
Which relates to being honest - Welcome complaints
Start by smiling warmly and making eye contact also use customers name.
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

19. Expressive personality
Always be truthful - beat them to the punch
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Start by smiling warmly and making eye contact also use customers name.
People who exceed their expectations

20. Why do customers usually complain?
Because there needs have not been met
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.
build a rapport with them - develop a relationship that is based on trust and good feelings.
Always be truthful - beat them to the punch