Customer Service Skills Exam Questions &
Answers (Grade A+)
WHAT DO CUSTOMERS WANT? -
correct answer ✅Someone who: a) Understands their issues.
b)Takes Responsibility c)Communicates Effectively d)Is courteous
e)Is honest
WHAT THEY DO NOT WANT: -
correct answer ✅a)Can't help b)A defensive helper c)Constantly
being put on hold c)Not being found on the database d)Their calls
not being returned
What you need to do well at customer service: -
correct answer ✅a)Motivation b)Be flexible c)Be energetic and
enthusiastic d)Take ownership of the challenges, problems and
challenges e)ALWAYS respond with what you can do first and be
positive.
Strategy: -
correct answer ✅1. Define the current situation 2. Define all
targets and values 3. Implement this strategy and fill in gaps needed
to do so. 4. Stay in tune with their changing needs.
Defining the Situation: -
correct answer ✅Analyzing the business points you to the right
, Customer Service Skills Exam Questions &
Answers (Grade A+)
direction regarding value. This in turn gives me the ability to add
the right value to my customers experience.
Building that strategy: -
correct answer ✅Put into practice the service level needed
develop needed capabilities Train more in certain areas Get the
relevant skills and knowledge required.
How to Make Positive Impressions: -
correct answer ✅Greet the customer. Focus on them and their
needs. Keep your area clean and free from clutter. Dress
appropriately. Maintain a professional atmosphere.
Learning and Identifying their needs: -
correct answer ✅Questioning techniques(Ask the right ones)
Open ended/Closed ended. Be a good listener: Us non-verbal
signals. Pause and allow them to clarify on a comment. Paraphrase
in your own words what you understood from them.
Make a Positive Last Impression: -
correct answer ✅Follow through. Say thank you. Invite them back
Follow up to find out if their experience was a positive one. (This is
a chance to help dissatisfied customers and reinforce satisfied
Answers (Grade A+)
WHAT DO CUSTOMERS WANT? -
correct answer ✅Someone who: a) Understands their issues.
b)Takes Responsibility c)Communicates Effectively d)Is courteous
e)Is honest
WHAT THEY DO NOT WANT: -
correct answer ✅a)Can't help b)A defensive helper c)Constantly
being put on hold c)Not being found on the database d)Their calls
not being returned
What you need to do well at customer service: -
correct answer ✅a)Motivation b)Be flexible c)Be energetic and
enthusiastic d)Take ownership of the challenges, problems and
challenges e)ALWAYS respond with what you can do first and be
positive.
Strategy: -
correct answer ✅1. Define the current situation 2. Define all
targets and values 3. Implement this strategy and fill in gaps needed
to do so. 4. Stay in tune with their changing needs.
Defining the Situation: -
correct answer ✅Analyzing the business points you to the right
, Customer Service Skills Exam Questions &
Answers (Grade A+)
direction regarding value. This in turn gives me the ability to add
the right value to my customers experience.
Building that strategy: -
correct answer ✅Put into practice the service level needed
develop needed capabilities Train more in certain areas Get the
relevant skills and knowledge required.
How to Make Positive Impressions: -
correct answer ✅Greet the customer. Focus on them and their
needs. Keep your area clean and free from clutter. Dress
appropriately. Maintain a professional atmosphere.
Learning and Identifying their needs: -
correct answer ✅Questioning techniques(Ask the right ones)
Open ended/Closed ended. Be a good listener: Us non-verbal
signals. Pause and allow them to clarify on a comment. Paraphrase
in your own words what you understood from them.
Make a Positive Last Impression: -
correct answer ✅Follow through. Say thank you. Invite them back
Follow up to find out if their experience was a positive one. (This is
a chance to help dissatisfied customers and reinforce satisfied
