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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. When a customer starts to make a complaint you should first:

A) Ask them to put it in writing.
B) Say sorry.
C) Ask them to see someone else.
D) Listen.

2. An undifferentiated targeting strategy is used when a product or service has:

A) No price difference attached to it.
B) More than one customer segment.
C) Not been differentiated in the market place.
D) Been selected been specially developed for a particular market segment.

3. When you are using a phone to give a customer a serial number you should:

A) Speak slower than normal.
B) Be unenthusiastic.
C) Be enthusiastic.
D) Speak in your normal voice.

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

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

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

Solutions: