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