Comprehensive Version and Good Service

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PDF Version

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Online Version

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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

Question 1

A common barrier to communication is:

A. The attitudes and assumptions we make about people.
B. None of the above.
C. Clarity of communication mode used.
D. Good listening techniques.

Question 2

When a customer starts to make a complaint and you think that you know what the problem is you should:

A. Listen, apologise and say how you will resolve the issue.
B. Listen and then immediately say how you are going to resolve the issue.
C. Listen, acknowledge, apologise and then say how you will resolve the issue.
D. Listen, acknowledge the issue and say how you will resolve the issue.

Question 3

A key customer exchange is when:

A. Customers talk to each other.
B. There are a number of important events in customer interactions.
C. Customers leave a shop.
D. Customers enter a shop.

Question 4

The most cost effective 24/7 way of gathering and storing customer information for an organisations customer database is by:

A. Internet communication.
B. Written communication.
C. Phone communication.
D. Face-to-face communication.

Question 5

When customers are sub divided into smaller groups to distinguish purchaser behaviour this is called:

A. The local market.
B. Market segmentation.
C. Selling power.
D. Buying power.

Solutions: