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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. WIIFM
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
Question everyone want to know - What is in it for me?
Dont exaggerate the benefits of your solution

2. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Amaible - analytical - expressive - driver
Because there needs have not been met
build a rapport with them - develop a relationship that is based on trust and good feelings.

3. Amaible personality
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

4. The 4 personality types
Always be truthful - beat them to the punch
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution
Turn the solution into a positive

5. What a customer wants
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.
Always be truthful - beat them to the punch
People who exceed their expectations

6. Driving personality
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
Because there needs have not been met
Dont exaggerate the benefits of your solution

7. Number one on the customer service list
Question everyone want to know - What is in it for me?
People who exceed their expectations
Always go the extra mile - always do a little more that the customer expects you to do.
Turn the solution into a positive

8. Analytical personality
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
When everyone one wins in the end
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
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.

9. Another way to build a rapport
Which relates to being honest - Welcome complaints
customer service
Always be truthful - beat them to the punch
build a rapport with them - develop a relationship that is based on trust and good feelings.

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

11. Why do customers usually complain?
Always be truthful - beat them to the punch
Turn the solution into a positive
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Because there needs have not been met

12. What are win-win solutions?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
When everyone one wins in the end
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Always go the extra mile - always do a little more that the customer expects you to do.

13. What is a great way to form a partnership with your customer?
Dont exaggerate the benefits of your solution
customer service
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.

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
When everyone one wins in the end
customer service
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

15. Customers repond best to...
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
People who exceed their expectations
Turn the solution into a positive

16. Carer
Start by smiling warmly and making eye contact also use customers name.
Amaible - analytical - expressive - driver
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Which relates to being honest - Welcome complaints

17. How do you prevent complaints?
Which relates to being honest - Welcome complaints
Always be truthful - beat them to the punch
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
People who exceed their expectations

18. Underpromise and overdeliver
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
When everyone one wins in the end
Dont exaggerate the benefits of your solution
Always be truthful - beat them to the punch

19. 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
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

20. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
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.
When everyone one wins in the end