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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. 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.
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

2. Why do customers usually complain?
Because there needs have not been met
People who exceed their expectations
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

3. Analytical personality
Question everyone want to know - What is in it for me?
People who exceed their expectations
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

4. How do you show you are interested?
Amaible - analytical - expressive - driver
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.
When everyone one wins in the end

5. Underpromise and overdeliver
Dont exaggerate the benefits of your solution
build a rapport with them - develop a relationship that is based on trust and good feelings.
Turn the solution into a positive
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

6. 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.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?

7. When you have to refuse a customer...
Start by smiling warmly and making eye contact also use customers name.
Turn the solution into a positive
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
build a rapport with them - develop a relationship that is based on trust and good feelings.

8. Amaible personality
Turn the solution into a positive
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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

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

10. Carer
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution
People who exceed their expectations

11. What a customer wants
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.
When everyone one wins in the end
build a rapport with them - develop a relationship that is based on trust and good feelings.

12. What are win-win solutions?
People who exceed their expectations
When everyone one wins in the end
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.

13. Customers repond best to...
Start by smiling warmly and making eye contact also use customers name.
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.
customer service
People who exceed their expectations

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.
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
Amaible - analytical - expressive - driver

15. Another way to build a rapport
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
Which relates to being honest - Welcome complaints

16. How do you prevent complaints?
People who exceed their expectations
build a rapport with them - develop a relationship that is based on trust and good feelings.
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

17. Driving personality
Always be truthful - beat them to the punch
customer service
Which relates to being honest - Welcome complaints
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

18. Number one on the customer service list
Which relates to being honest - Welcome complaints
When everyone one wins in the end
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.

19. 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
People who exceed their expectations
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Always go the extra mile - always do a little more that the customer expects you to do.

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