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. Underpromise and overdeliver
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.
Which relates to being honest - Welcome complaints
Start by smiling warmly and making eye contact also use customers name.

2. WIIFM
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Question everyone want to know - What is in it for me?
Turn the solution into a positive
Which relates to being honest - Welcome complaints

3. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Turn the solution into a positive
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?

4. What a customer wants
Question everyone want to know - What is in it for me?
People who exceed their expectations
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.

5. What are win-win solutions?
When everyone one wins in the end
Question everyone want to know - What is in it for me?
Because there needs have not been met
Dont exaggerate the benefits of your solution

6. What is a great way to form a partnership with your customer?
customer service
build a rapport with them - develop a relationship that is based on trust and good feelings.
Because there needs have not been met
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

7. When you have to refuse a customer...
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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
Start by smiling warmly and making eye contact also use customers name.

8. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Question everyone want to know - What is in it for me?
Start by smiling warmly and making eye contact also use customers name.
Dont exaggerate the benefits of your solution

9. Another way to build a rapport
Dont exaggerate the benefits of your solution
Which relates to being honest - Welcome complaints
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Because there needs have not been met

10. How to help create a win-win solution
People who exceed their expectations
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.
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

11. Driving personality
Because there needs have not been met
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.
People who exceed their expectations

12. How do you show you are interested?
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.
Dont exaggerate the benefits of your solution
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

13. Amaible personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

14. The 4 personality types
Turn the solution into a positive
Because there needs have not been met
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?

15. Customers repond best to...
Question everyone want to know - What is in it for me?
People who exceed their expectations
When everyone one wins in the end
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

16. Number one on the customer service list
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.
Dont exaggerate the benefits of your solution
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

17. 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
Amaible - analytical - expressive - driver
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
Dont exaggerate the benefits of your solution
customer service

18. Carer
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
Amaible - analytical - expressive - driver

19. Why do customers usually complain?
customer service
Because there needs have not been met
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?

20. How do you prevent complaints?
customer service
Which relates to being honest - Welcome complaints
Always be truthful - beat them to the punch
Start by smiling warmly and making eye contact also use customers name.