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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. 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.
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
Dont exaggerate the benefits of your solution
build a rapport with them - develop a relationship that is based on trust and good feelings.

2. Amaible personality
Turn the solution into a positive
Amaible - analytical - expressive - driver
Because there needs have not been met
Friendly - agreeable - wants to develop a friendship - likes the personal touch more than the facts and details

3. What a customer wants
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right
Because there needs have not been met
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.

4. Expressive personality
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
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
Because there needs have not been met

5. 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
Because there needs have not been met
Start by smiling warmly and making eye contact also use customers name.
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

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

7. 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.
Because there needs have not been met
Start by smiling warmly and making eye contact also use customers name.
Always be truthful - beat them to the punch

8. When you have to refuse a customer...
Turn the solution into a positive
When everyone one wins in the end
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.

9. The 4 personality types
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.
customer service
Amaible - analytical - expressive - driver
Always go the extra mile - always do a little more that the customer expects you to do.

10. Customers repond best to...
customer service
Always be truthful - beat them to the punch
build a rapport with them - develop a relationship that is based on trust and good feelings.
People who exceed their expectations

11. Another way to build a rapport
Question everyone want to know - What is in it for me?
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
Which relates to being honest - Welcome complaints

12. Driving personality
Start by smiling warmly and making eye contact also use customers name.
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
Because there needs have not been met
Focused - action and goal oriented - wants solutions now -usually thinks her or she is right

13. Analytical 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.
Always be truthful - beat them to the punch
Start by smiling warmly and making eye contact also use customers name.
Wants all the facts so he or she can make informed decisions - logical and organized. needs time to think about the facts.

14. What are win-win solutions?
People who exceed their expectations
Always be truthful - beat them to the punch
When everyone one wins in the end
Start by smiling warmly and making eye contact also use customers name.

15. 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
Turn the solution into a positive
Which relates to being honest - Welcome complaints
build a rapport with them - develop a relationship that is based on trust and good feelings.

16. How do you prevent complaints?
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
Which relates to being honest - Welcome complaints

17. Why do customers usually complain?
Because there needs have not been met
People who exceed their expectations
Creative and entertaining - spontanous and impulsive - fond of socializing - an idea person
When everyone one wins in the end

18. How do you show you are interested?
Turn the solution into a positive
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
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.

19. Carer
Always go the extra mile - always do a little more that the customer expects you to do.
Amaible - analytical - expressive - driver
Question everyone want to know - What is in it for me?
Credible - attractive - empathetic - responsive - Building a relationship that keeps customers coming back

20. Number one on the customer service list
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.
Amaible - analytical - expressive - driver
Dont exaggerate the benefits of your solution