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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. Driving personality
Which relates to being honest - Welcome complaints
People who exceed their expectations
Because there needs have not been met
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

2. How do you show you are interested?
Start by smiling warmly and making eye contact also use customers name.
When everyone one wins in the end
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Always go the extra mile - always do a little more that the customer expects you to do.

3. The 4 personality types
Amaible - analytical - expressive - driver
customer service
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.

4. Why do customers usually complain?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

5. WIIFM
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?
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

6. What is a great way to form a partnership with your customer?
Which relates to being honest - Welcome complaints
customer service
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.

7. 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 be truthful - beat them to the punch
Always go the extra mile - always do a little more that the customer expects you to do.
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. Expressive personality
Question everyone want to know - What is in it for me?
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
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

9. Another way to build a rapport
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Question everyone want to know - What is in it for me?
Always go the extra mile - always do a little more that the customer expects you to do.
Which relates to being honest - Welcome complaints

10. Underpromise and overdeliver
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
Turn the solution into a positive
Always be truthful - beat them to the punch

11. What are win-win solutions?
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
Because there needs have not been met

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

13. Amaible personality
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
build a rapport with them - develop a relationship that is based on trust and good feelings.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

14. What a customer wants
Amaible - analytical - expressive - driver
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.
Question everyone want to know - What is in it for me?
Because there needs have not been met

15. When you have to refuse a customer...
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.
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?

16. How do you prevent complaints?
Question everyone want to know - What is in it for me?
People who exceed their expectations
Always be truthful - beat them to the punch
Dont exaggerate the benefits of your solution

17. Analytical personality
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.
Because there needs have not been met
Turn the solution into a positive

18. Customers repond best to...
build a rapport with them - develop a relationship that is based on trust and good feelings.
When everyone one wins in the end
Turn the solution into a positive
People who exceed their expectations

19. 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
Because there needs have not been met
build a rapport with them - develop a relationship that is based on trust and good feelings.

20. Carer
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
customer service
Amaible - analytical - expressive - driver