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. Another way to build a rapport
Because there needs have not been met
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Which relates to being honest - Welcome complaints
People who exceed their expectations

2. What is a great way to form a partnership with your customer?
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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
build a rapport with them - develop a relationship that is based on trust and good feelings.

3. Carer
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
Amaible - analytical - expressive - driver
Start by smiling warmly and making eye contact also use customers name.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

4. How do you show you are interested?
Amaible - analytical - expressive - driver
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Start by smiling warmly and making eye contact also use customers name.
Which relates to being honest - Welcome complaints

5. What are win-win solutions?
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.
When everyone one wins in the end
Always go the extra mile - always do a little more that the customer expects you to do.

6. Customers repond best to...
Because there needs have not been met
People who exceed their expectations
Which relates to being honest - Welcome complaints
Start by smiling warmly and making eye contact also use customers name.

7. When you have to refuse a customer...
Turn the solution into a positive
People who exceed their expectations
customer service
Question everyone want to know - What is in it for me?

8. Number one on the customer service list
Always go the extra mile - always do a little more that the customer expects you to do.
Which relates to being honest - Welcome complaints
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

9. How do you prevent complaints?
Always be truthful - beat them to the punch
Dont exaggerate the benefits of your solution
When everyone one wins in the end
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

10. WIIFM
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?
Turn the solution into a positive
Always be truthful - beat them to the punch

11. Driving personality
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

12. 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
Which relates to being honest - Welcome complaints
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Because there needs have not been met
customer service

13. Underpromise and overdeliver
Dont exaggerate the benefits of your solution
Start by smiling warmly and making eye contact also use customers name.
When everyone one wins in the end
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

14. Expressive personality
Turn the solution into a positive
Always go the extra mile - always do a little more that the customer expects you to do.
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

15. Why do customers usually complain?
Which relates to being honest - Welcome complaints
Because there needs have not been met
Turn the solution into a positive
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

16. What a customer wants
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.
When everyone one wins in the end
Because there needs have not been met
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

17. How to help create a win-win solution
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Dont exaggerate the benefits of your 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

18. The 4 personality types
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
Amaible - analytical - expressive - driver
People who exceed their expectations

19. Analytical personality
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.
customer service
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

20. Amaible personality
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
customer service
When everyone one wins in the end
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person