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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. 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
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.

2. WIIFM
customer service
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
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?

3. Why do customers usually complain?
Question everyone want to know - What is in it for me?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Because there needs have not been met
When everyone one wins in the end

4. Analytical personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Dont exaggerate the benefits of your solution
Always be truthful - beat them to the punch
When everyone one wins in the end

5. How to help create a win-win solution
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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.
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

6. What is a great way to form a partnership with your customer?
customer service
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.
Amaible - analytical - expressive - driver
build a rapport with them - develop a relationship that is based on trust and good feelings.

7. Customers repond best to...
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
People who exceed their expectations
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Because there needs have not been met

8. What a customer wants
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
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.

9. The 4 personality types
Which relates to being honest - Welcome complaints
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?

10. Underpromise and overdeliver
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
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

11. Carer
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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Question everyone want to know - What is in it for me?

12. Expressive personality
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
People who exceed their expectations
Always be truthful - beat them to the punch
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

13. 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
Turn the solution into a positive
Always be truthful - beat them to the punch
customer service
Amaible - analytical - expressive - driver

14. Number one on the customer service list
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.
Start by smiling warmly and making eye contact also use customers name.
Which relates to being honest - Welcome complaints

15. How do you prevent complaints?
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Always be truthful - beat them to the punch
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.

16. Driving personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Which relates to being honest - Welcome complaints
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Dont exaggerate the benefits of your solution

17. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
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
Which relates to being honest - Welcome complaints

18. Amaible personality
Start by smiling warmly and making eye contact also use customers name.
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.
Always go the extra mile - always do a little more that the customer expects you to do.

19. What are win-win solutions?
When everyone one wins in the end
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
Always be truthful - beat them to the punch

20. When you have to refuse a customer...
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Turn the solution into a positive
People who exceed their expectations
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

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Customer Service Skills

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