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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Communication Skills | - Effective Communication
|
| Customer Satisfaction & Compliance | - Customer Feedback
|
| Problem Solving & Conflict Resolution | - Issue Management
|
| Customer Service Principles | - Fundamental Principles
|
BBPSD Customer Service Sample Questions:
When communicating with a customer using email you should:
- A. All of the above.
- B. Make sure the email title lets the person know what it is about.
- C. Keep the email courteous, short and to the point.
- D. Read through the email before sending.
Correct Answer: A 🗳️
For organisations to improve their customer service they need to:
- A. Gather information when a customer may not return.
- B. All of the above.
- C. Gather information from regular customers.
- D. Gather information when they first meet a customer.
Correct Answer: B 🗳️
A concentrated targeting strategy is used when a product or service has:
- A. Not been differentiated in the market place.
- B. Been specially developed for a particular market segment.
- C. More marketing resources allocated to it.
- D. Been selected for a product with more than one customer segment.
Correct Answer: B 🗳️
If a business prided itself on the quality of its service to customers as being the best in the market then this could be its:
- A. USP.
- B. PRI.
- C. BPS.
- D. CSP.
Correct Answer: A 🗳️
When you are busy and you answer the phone, if you immediately and politely tell the caller that you are very busy and you will ring them back later, then you are:
- A. Ignoring a potential customer.
- B. Likely to get in trouble with your boss.
- C. Letting the caller know how hard you work.
- D. Using a good time management technique.
Correct Answer: D 🗳️
