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

2. A customer service professional is someone in the business who:

A) Deals daily with customers.
B) Has the skills to deal effectively in customer facing roles.
C) Has worked in sales for over 5 years.
D) Has been trained.

3. A common barrier to communication is the:

A) Attitudes and assumptions that we make about people.
B) The way some people behave.
C) People coming into the wrong shop.
D) Attitude of some customers.

4. Good time management recommends that if you are busy and someone rings you then you should:

A) Ignore the phone call and let it ring.
B) Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.
C) Answer the call and deal with it as you know you will eventually have to deal with it.
D) Answer the phone and ask them to ring you later at a more convenient time.

5. When positioning a product in the market place you should use Market Segmentation followed by Targeting followed by:

A) Positioning.
B) Sales.
C) Selling.
D) Marketing.

Solutions: