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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. 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
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Dont exaggerate the benefits of your solution
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

2. How do you show you are interested?
Question everyone want to know - What is in it for me?
Start by smiling warmly and making eye contact also use customers name.
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Amaible - analytical - expressive - driver

3. Customers repond best to...
Always go the extra mile - always do a little more that the customer expects you to do.
People who exceed their expectations
build a rapport with them - develop a relationship that is based on trust and good feelings.
customer service

4. The 4 personality types
When everyone one wins in the end
Amaible - analytical - expressive - driver
Always go the extra mile - always do a little more that the customer expects you to do.
Dont exaggerate the benefits of your solution

5. Expressive personality
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.
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

6. Number one on the customer service list
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.
Start by smiling warmly and making eye contact also use customers name.
Question everyone want to know - What is in it for me?

7. When you have to refuse a customer...
People who exceed their expectations
customer service
Amaible - analytical - expressive - driver
Turn the solution into a positive

8. Another way to build a rapport
When everyone one wins in the end
Dont exaggerate the benefits of your solution
Which relates to being honest - Welcome complaints
Turn the solution into a positive

9. Driving personality
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
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Dont exaggerate the benefits of your solution

10. Why do customers usually complain?
customer service
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.
Because there needs have not been met

11. 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
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
customer service
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.

12. Analytical personality
Which relates to being honest - Welcome complaints
Because there needs have not been met
Dont exaggerate the benefits of your solution
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

13. What are win-win solutions?
Amaible - analytical - expressive - driver
Because there needs have not been met
When everyone one wins in the end
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

14. What is a great way to form a partnership with your customer?
build a rapport with them - develop a relationship that is based on trust and good feelings.
Always be truthful - beat them to the punch
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
Start by smiling warmly and making eye contact also use customers name.

15. Underpromise and overdeliver
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.
Dont exaggerate the benefits of your solution

16. What a customer wants
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back
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.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

17. WIIFM
Because there needs have not been met
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.
Always be truthful - beat them to the punch

18. Amaible personality
customer service
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
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. How to help create a win-win solution
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
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
Because there needs have not been met

20. How do you prevent complaints?
Dont exaggerate the benefits of your solution
Which relates to being honest - Welcome complaints
Always be truthful - beat them to the punch
Question everyone want to know - What is in it for me?