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. Driving personality
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
build a rapport with them - develop a relationship that is based on trust and good feelings.
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Question everyone want to know - What is in it for me?

2. Amaible 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
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

3. Number one on the customer service list
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.
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

4. Underpromise and overdeliver
Amaible - analytical - expressive - driver
Because there needs have not been met
Dont exaggerate the benefits of your solution
Which relates to being honest - Welcome complaints

5. What are win-win solutions?
Because there needs have not been met
Always be truthful - beat them to the punch
When everyone one wins in the end
Which relates to being honest - Welcome complaints

6. How do you prevent complaints?
Always be truthful - beat them to the punch
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
People who exceed their expectations
Always go the extra mile - always do a little more that the customer expects you to do.

7. What is a great way to form a partnership with your customer?
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
build a rapport with them - develop a relationship that is based on trust and good feelings.
People who exceed their expectations
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person

8. Analytical personality
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
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

9. Carer
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.
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

10. 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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details
customer service

11. Customers repond best to...
People who exceed their expectations
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
build a rapport with them - develop a relationship that is based on trust and good feelings.
Because there needs have not been met

12. 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
People who exceed their expectations
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

13. How do you show you are interested?
build a rapport with them - develop a relationship that is based on trust and good feelings.
Amaible - analytical - expressive - driver
People who exceed their expectations
Start by smiling warmly and making eye contact also use customers name.

14. Expressive personality
Which relates to being honest - Welcome complaints
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
customer service

15. Why do customers usually complain?
Dont exaggerate the benefits of your solution
Start by smiling warmly and making eye contact also use customers name.
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

16. Another way to build a rapport
Always be truthful - beat them to the punch
When everyone one wins in the end
People who exceed their expectations
Which relates to being honest - Welcome complaints

17. The 4 personality types
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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. What a customer wants
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Start by smiling warmly and making eye contact also use customers name.
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.

19. When you have to refuse a customer...
Turn the solution into a positive
When everyone one wins in the end
customer service
build a rapport with them - develop a relationship that is based on trust and good feelings.

20. WIIFM
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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Question everyone want to know - What is in it for me?