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. Customers repond best to...
Always be truthful - beat them to the punch
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
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.

2. Expressive 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.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
customer service

3. Driving personality
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Amaible - analytical - expressive - driver
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Always go the extra mile - always do a little more that the customer expects you to do.

4. What are win-win solutions?
People who exceed their expectations
Always be truthful - beat them to the punch
When everyone one wins in the end
Always go the extra mile - always do a little more that the customer expects you to do.

5. What a customer wants
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
customer service
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.

6. 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
Which relates to being honest - Welcome complaints
Start by smiling warmly and making eye contact also use customers name.
Question everyone want to know - What is in it for me?

7. How do you prevent complaints?
Which relates to being honest - Welcome complaints
Always be truthful - beat them to the punch
build a rapport with them - develop a relationship that is based on trust and good feelings.
Turn the solution into a positive

8. Why do customers usually complain?
Turn the solution into a positive
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

9. The 4 personality types
Turn the solution into a positive
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
build a rapport with them - develop a relationship that is based on trust and good feelings.

10. How to help create a win-win solution
Because there needs have not been met
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
customer service
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. Another way to build a rapport
Turn the solution into a positive
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
Which relates to being honest - Welcome complaints

12. Number one on the customer service list
Always go the extra mile - always do a little more that the customer expects you to do.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
build a rapport with them - develop a relationship that is based on trust and good feelings.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

13. Carer
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
customer service
Because there needs have not been met
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

14. Amaible personality
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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.

15. Analytical personality
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
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

16. What is a great way to form a partnership with your customer?
Amaible - analytical - expressive - driver
build a rapport with them - develop a relationship that is based on trust and good feelings.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
customer service

17. Underpromise and overdeliver
When everyone one wins in the end
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.
Dont exaggerate the benefits of your solution

18. WIIFM
Which relates to being honest - Welcome complaints
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.
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

19. How do you show you are interested?
Amaible - analytical - expressive - driver
build a rapport with them - develop a relationship that is based on trust and good feelings.
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.

20. When you have to refuse a customer...
Turn the solution into a positive
Always go the extra mile - always do a little more that the customer expects you to do.
Because there needs have not been met
build a rapport with them - develop a relationship that is based on trust and good feelings.