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Test your basic knowledge |
Customer Service Skills
Start Test
Study First
Subject
:
soft-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
Start by smiling warmly and making eye contact also use customers name.
Question everyone want to know - What is in it for me?
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
2. Another way to build a rapport
Which relates to being honest - Welcome complaints
build a rapport with them - develop a relationship that is based on trust and good feelings.
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
3. Amaible personality
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.
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
4. Customers repond best to...
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
People who exceed their expectations
Question everyone want to know - What is in it for me?
5. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Amaible - analytical - expressive - driver
Because there needs have not been met
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
6. When you have to refuse a customer...
Turn the solution into a positive
People who exceed their expectations
Amaible - analytical - expressive - driver
When everyone one wins in the end
7. What are win-win solutions?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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.
Question everyone want to know - What is in it for me?
8. Carer
Turn the solution into a positive
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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.
9. Why do customers usually complain?
build a rapport with them - develop a relationship that is based on trust and good feelings.
Because there needs have not been met
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Start by smiling warmly and making eye contact also use customers name.
10. Driving personality
Always go the extra mile - always do a little more that the customer expects you to do.
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
11. What a customer wants
Dont exaggerate the benefits of your solution
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.
People who exceed their expectations
12. The 4 personality types
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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
13. 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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
customer service
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Always be truthful - beat them to the punch
14. Expressive personality
Start by smiling warmly and making eye contact also use customers name.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Always go the extra mile - always do a little more that the customer expects you to do.
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 show you are interested?
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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.
Always go the extra mile - always do a little more that the customer expects you to do.
16. Underpromise and overdeliver
Question everyone want to know - What is in it for me?
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.
Dont exaggerate the benefits of your solution
17. What is a great way to form a partnership with your customer?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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.
build a rapport with them - develop a relationship that is based on trust and good feelings.
18. How to help create a win-win 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
Dont exaggerate the benefits of your solution
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.
19. Number one on the customer service list
Question everyone want to know - What is in it for me?
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.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
20. How do you prevent complaints?
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
Always be truthful - beat them to the punch
Because there needs have not been met