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. What are win-win solutions?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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
Which relates to being honest - Welcome complaints

2. How do you show you are interested?
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
Question everyone want to know - What is in it for me?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

3. Driving personality
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.
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. 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
People who exceed their expectations
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
customer service
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

5. Carer
Turn the solution into a positive
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Question everyone want to know - What is in it for me?
Start by smiling warmly and making eye contact also use customers name.

6. The 4 personality types
build a rapport with them - develop a relationship that is based on trust and good feelings.
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

7. Amaible personality
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
customer service
Dont exaggerate the benefits of your solution

8. How to help create a win-win solution
Always go the extra mile - always do a little more that the customer expects you to do.
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
Which relates to being honest - Welcome complaints
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

9. When you have to refuse a customer...
customer service
Turn the solution into a positive
Which relates to being honest - Welcome complaints
Amaible - analytical - expressive - driver

10. Number one on the customer service list
Always go the extra mile - always do a little more that the customer expects you to do.
Because there needs have not been met
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Which relates to being honest - Welcome complaints

11. What is a great way to form a partnership with your customer?
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
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
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. Expressive personality
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
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Start by smiling warmly and making eye contact also use customers name.

13. How do you prevent complaints?
People who exceed their expectations
Always be truthful - beat them to the punch
Amaible - analytical - expressive - driver
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

14. Customers repond best to...
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
People who exceed their expectations
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

15. Underpromise and overdeliver
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.
Dont exaggerate the benefits of your solution
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

16. What a customer wants
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.
Start by smiling warmly and making eye contact also use customers name.
build a rapport with them - develop a relationship that is based on trust and good feelings.

17. Another way to build a rapport
Which relates to being honest - Welcome complaints
customer service
When everyone one wins in the end
Turn the solution into a positive

18. Why do customers usually complain?
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.
Turn the solution into a positive
Amaible - analytical - expressive - driver

19. Analytical personality
Because there needs have not been met
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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.

20. WIIFM
Question everyone want to know - What is in it for me?
When everyone one wins in the end
build a rapport with them - develop a relationship that is based on trust and good feelings.
People who exceed their expectations