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 is a great way to form a partnership with your customer?
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.
build a rapport with them - develop a relationship that is based on trust and good feelings.

2. Underpromise and overdeliver
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
customer service
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution

3. Customers repond best to...
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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

4. 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.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

5. Driving 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
build a rapport with them - develop a relationship that is based on trust and good feelings.
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

6. What are win-win solutions?
When everyone one wins in the end
Because there needs have not been met
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?

7. WIIFM
When everyone one wins in the end
Dont exaggerate the benefits of your solution
Question everyone want to know - What is in it for me?
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

8. When you have to refuse a customer...
Because there needs have not been met
Start by smiling warmly and making eye contact also use customers name.
Turn the solution into a positive
When everyone one wins in the end

9. Another way to build a rapport
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?
Which relates to being honest - Welcome complaints

10. 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
Always be truthful - beat them to the punch
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

11. Carer
build a rapport with them - develop a relationship that is based on trust and good feelings.
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.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

12. Analytical personality
build a rapport with them - develop a relationship that is based on trust and good feelings.
People who exceed their expectations
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.

13. Expressive personality
Always be truthful - beat them to the punch
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
customer service
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

14. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
Turn the solution into a positive
Question everyone want to know - What is in it for me?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

15. The 4 personality types
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
When everyone one wins in the end
Always be truthful - beat them to the punch
Amaible - analytical - expressive - driver

16. Amaible personality
Because there needs have not been met
build a rapport with them - develop a relationship that is based on trust and good feelings.
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

17. How do you prevent complaints?
Turn the solution into a positive
Always be truthful - beat them to the punch
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

18. Why do customers usually complain?
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
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Because there needs have not been met

19. What a customer wants
When everyone one wins in the end
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.
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

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
People who exceed their expectations
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back