BBPSD Customer Service - CSFX Exam Practice Test

A. Measure how your organisation is performing in relation to your competitors.

B. Test customer purchases.

C. Compare your competitors' prices.

D. Keep track of your daily sales targets.

A. Can sometimes not be met.

B. Can rarely be met.

C. Should always be met.

D. Are never likely to be met.

A. Been selected been specially developed for a particular market segment.

B. More than one customer segment.

C. Not been differentiated in the market place.

D. No price difference attached to it.

A. Group segmentation.

B. Group purchasing.

C. Sectional marketing.

D. Market segmentation.

A. Analytical type.

B. Amiable type.

C. Authoritative type.

D. Relaxed type.

A. PTT approach.

B. Listing approach.

C. ABC approach.

D. RST approach.

A. Being indecisive.

B. Being decisive.

C. Having a to-do list.

D. Making a decision.

A. Analytical type.

B. Amiable type.

C. Authoritative type.

D. Relaxed type.

A. Aware type.

B. Analytical type.

C. Assertive type.

D. Authoritative type.

A. Explain you are very busy.

B. Stand up and greet them and do not sit back down.

C. Ask them to leave and come back later.

D. Remain seated and ignore them.

A. Sign the letter yourself.

B. Read through the letter before sending.

C. All of the above.

D. Keep the letter courteous, short and to the point and spell check it.

A. Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.

B. Ignore the phone call and let it ring.

C. Answer the call and deal with it as you know you will eventually have to deal with it.

D. Answer the phone and ask them to ring you later at a more convenient time.

A. Worse than external customers.

B. The same as external customers.

C. Better than external customers.

D. As soon as you have dealt with external ones.