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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

Question 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. Acknowledge then apologise and then take responsibility.
D. Clarify the issue then acknowledge and finally apologise.

Question 2

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

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

Question 3

Organisations need to gather information from customers if:

A. They are not likely to return again.
B. They are likely to return again.
C. All of the above.
D. They are regular customers.

Question 4

When communicating with a customer by writing a letter you should:

A. Never sign the letter yourself.
B. None of the above.
C. Make the letter long and interesting.
D. Sign the letter yourself.

Question 5

Which of the following is the most important reason for getting customer feedback:

A. To establish a customer database.
B. To improve the overall customer experience.
C. To improve sales.
D. To be seen to be responsive to customers.

Solutions: