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Customer Service Skills

Instructions:

Answer 20 questions in 15 minutes.
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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. How to help create a win-win solution
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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
Start by smiling warmly and making eye contact also use customers name.

2. WIIFM
Because there needs have not been met
Turn the solution into a positive
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.

3. The 4 personality types
customer service
Start by smiling warmly and making eye contact also use customers name.
Always go the extra mile - always do a little more that the customer expects you to do.
Amaible - analytical - expressive - driver

4. Carer
Always be truthful - beat them to the punch
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

5. Customers repond best to...
Turn the solution into a positive
People who exceed their expectations
Because there needs have not been met
Question everyone want to know - What is in it for me?

6. Amaible personality
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Turn the solution into a positive
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Which relates to being honest - Welcome complaints

7. Underpromise and overdeliver
Start by smiling warmly and making eye contact also use customers name.
Dont exaggerate the benefits of your solution
Amaible - analytical - expressive - driver
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

8. Expressive personality
Start by smiling warmly and making eye contact also use customers name.
Because there needs have not been met
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

9. Why do customers usually complain?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Which relates to being honest - Welcome complaints
Because there needs have not been met
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

10. 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
build a rapport with them - develop a relationship that is based on trust and good feelings.
Question everyone want to know - What is in it for me?

11. Driving 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.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

12. How do you show you are interested?
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.
Dont exaggerate the benefits of your solution

13. Number one on the customer service list
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
When everyone one wins in the end
Always go the extra mile - always do a little more that the customer expects you to do.

14. What are win-win solutions?
Which relates to being honest - Welcome complaints
build a rapport with them - develop a relationship that is based on trust and good feelings.
When everyone one wins in the end
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

15. What is a great way to form a partnership with your customer?
Which relates to being honest - Welcome complaints
customer service
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.

16. What a customer wants
Question everyone want to know - What is in it for me?
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.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
People who exceed their expectations

17. Analytical personality
When everyone one wins in the end
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
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

18. How do you prevent complaints?
Always be truthful - beat them to the punch
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
People who exceed their expectations
Amaible - analytical - expressive - driver

19. Another way to build a rapport
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Which relates to being honest - Welcome complaints
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. 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
Start by smiling warmly and making eye contact also use customers name.
customer service
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

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Customer Service Skills

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