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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. Face-to-face communication is the most effective way of communicating with customers to get:

A) Their address.
B) An idea of how much they have to spend.
C) A quick response.
D) Instant feedback.

2. Benchmarking is used to:

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.

3. When a customer starts to make a complaint and you have listened carefully to what they have to say, your next three steps should be to:

A) Take responsibility then acknowledge and then say how you will resolve the issue.
B) Acknowledge then apologise and then take responsibility.
C) Clarify the issue then acknowledge and finally apologise.
D) Apologise then resolve the issue and then apologise again.

4. Market segmentation means that:

A) The market the organisation is selling to has become saturated.
B) There is only a small market that is available to consumers.
C) Organisations can deal more quickly with customers.
D) Customers are sub divided into smaller groups to distinguish purchaser behaviour.

5. Frequent interruptions:

A) Help to get a lot of things done at once.
B) Are a common time wasting activity.
C) Can help you to make the most of your time.
D) Help when working with colleagues.

Solutions: