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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
customer service
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
When everyone one wins in the end

2. WIIFM
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.
build a rapport with them - develop a relationship that is based on trust and good feelings.
Question everyone want to know - What is in it for me?

3. Carer
Start by smiling warmly and making eye contact also use customers name.
Question everyone want to know - What is in it for me?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Always be truthful - beat them to the punch

4. Underpromise and overdeliver
Dont exaggerate the benefits of your solution
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.
Always be truthful - beat them to the punch

5. The 4 personality types
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
Which relates to being honest - Welcome complaints
Amaible - analytical - expressive - driver

6. How to help create a win-win 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
Always go the extra mile - always do a little more that the customer expects you to do.
customer service
Amaible - analytical - expressive - driver

7. What is a great way to form a partnership with your customer?
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.
Which relates to being honest - Welcome complaints
Turn the solution into a positive

8. Expressive personality
build a rapport with them - develop a relationship that is based on trust and good feelings.
customer service
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
When everyone one wins in the end

9. Analytical 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
Question everyone want to know - What is in it for me?
customer service

10. What are win-win solutions?
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.
When everyone one wins in the end
Amaible - analytical - expressive - driver

11. How do you show you are interested?
Because there needs have not been met
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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.
Start by smiling warmly and making eye contact also use customers name.

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.
Always be truthful - beat them to the punch
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Turn the solution into a positive

13. 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.
People who exceed their expectations
When everyone one wins in the end
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

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

15. When you have to refuse a customer...
Turn the solution into a positive
customer service
Amaible - analytical - expressive - driver
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

16. Why do customers usually complain?
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
customer service
Because there needs have not been met
Which relates to being honest - Welcome complaints

17. Customers repond best to...
People who exceed their expectations
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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.

18. 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
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
customer service
Because there needs have not been met
Always be truthful - beat them to the punch

19. Amaible personality
Always go the extra mile - always do a little more that the customer expects you to do.
When everyone one wins in the end
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

20. How do you prevent complaints?
Amaible - analytical - expressive - driver
Which relates to being honest - Welcome complaints
Dont exaggerate the benefits of your solution
Always be truthful - beat them to the punch