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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. 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) Apologise then resolve the issue and then apologise again.
C) Clarify the issue then acknowledge and finally apologise.
D) Acknowledge then apologise and then take responsibility.

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

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

3. Market segmentation means that:

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

4. Before sending a customer an email you should always:

A) All of the above.
B) Use an appropriate title.
C) Read the email before sending.
D) Be courteous.

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

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

Solutions: