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. 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
Always go the extra mile - always do a little more that the customer expects you to do.
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
customer service

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

3. How to help create a win-win solution
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

4. Carer
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
Question everyone want to know - What is in it for me?
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

5. What is a great way to form a partnership with your customer?
Always be truthful - beat them to the punch
Amaible - analytical - expressive - driver
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.

6. Amaible personality
When everyone one wins in the end
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Always go the extra mile - always do a little more that the customer expects you to do.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

7. Underpromise and overdeliver
Dont exaggerate the benefits of your solution
Always go the extra mile - always do a little more that the customer expects you to do.
Amaible - analytical - expressive - driver
Because there needs have not been met

8. How do you prevent complaints?
Always go the extra mile - always do a little more that the customer expects you to do.
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

9. What a customer wants
Question everyone want to know - What is in it for me?
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
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.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

10. Another way to build a rapport
Which relates to being honest - Welcome complaints
People who exceed their expectations
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

11. Number one on the customer service list
build a rapport with them - develop a relationship that is based on trust and good feelings.
Which relates to being honest - Welcome complaints
Always go the extra mile - always do a little more that the customer expects you to do.
Turn the solution into a positive

12. What are win-win solutions?
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
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

13. The 4 personality types
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.
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

14. When you have to refuse a customer...
build a rapport with them - develop a relationship that is based on trust and good feelings.
Turn the solution into a positive
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
People who exceed their expectations

15. Expressive personality
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.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Dont exaggerate the benefits of your solution
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

16. WIIFM
Question everyone want to know - What is in it for me?
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
Turn the solution into a positive

17. Customers repond best to...
People who exceed their expectations
Turn the solution into a positive
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

18. Why do customers usually complain?
Because there needs have not been met
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Which relates to being honest - Welcome complaints
Question everyone want to know - What is in it for me?

19. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
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

20. Driving personality
When everyone one wins in the end
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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