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Test your basic knowledge |
Customer Service Skills
Start Test
Study First
Subject
:
soft-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. Underpromise and overdeliver
Dont exaggerate the benefits of your solution
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
Amaible - analytical - expressive - driver
2. WIIFM
Question everyone want to know - What is in it for me?
Dont exaggerate the benefits of your solution
Always be truthful - beat them to the punch
Which relates to being honest - Welcome complaints
3. Amaible personality
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Always be truthful - beat them to the punch
Because there needs have not been met
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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
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
customer service
Which relates to being honest - Welcome complaints
5. Driving 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
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.
6. How do you show you are interested?
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.
Because there needs have not been met
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
7. Analytical personality
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.
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.
8. Customers repond best to...
When everyone one wins in the end
customer service
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
People who exceed their expectations
9. Number one on the customer service list
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Dont exaggerate the benefits of your solution
Always go the extra mile - always do a little more that the customer expects you to do.
People who exceed their expectations
10. How to help create a win-win solution
build a rapport with them - develop a relationship that is based on trust and good feelings.
People who exceed their expectations
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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. The 4 personality types
Dont exaggerate the benefits of your solution
Amaible - analytical - expressive - driver
Which relates to being honest - Welcome complaints
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.
12. When you have to refuse a customer...
Dont exaggerate the benefits of your solution
Turn the solution into a positive
Question everyone want to know - What is in it for me?
People who exceed their expectations
13. What are win-win solutions?
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.
Amaible - analytical - expressive - driver
When everyone one wins in the end
14. What is a great way to form a partnership with your customer?
People who exceed their expectations
Always be truthful - beat them to the punch
build a rapport with them - develop a relationship that is based on trust and good feelings.
Amaible - analytical - expressive - driver
15. Carer
Always go the extra mile - always do a little more that the customer expects you to do.
When everyone one wins in the end
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
16. Another way to build a rapport
build a rapport with them - develop a relationship that is based on trust and good feelings.
Which relates to being honest - Welcome complaints
People who exceed their expectations
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
17. Why do customers usually complain?
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
Because there needs have not been met
Always be truthful - beat them to the punch
18. How do you prevent complaints?
Always be truthful - beat them to the punch
Which relates to being honest - Welcome complaints
Dont exaggerate the benefits of your solution
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
19. What a customer wants
Always go the extra mile - always do a little more that the customer expects you to do.
When everyone one wins in the end
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.
People who exceed their expectations
20. Expressive personality
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.
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?
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