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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. If it is not possible to establish personal communication with a customer face-to-face then the next best method is:

A) Letter.
B) Leaflet.
C) Email.
D) Phone.

2. The car maker Henry Ford who said that 'customers could have any colour car they wanted as long as it was black' was operating in a:

A) Differentiated market.
B) None of the above.
C) Segmented market.
D) Undifferentiated market.

3. Continuous improvement, by definition, means that a business is always looking for:

A) Ways in which the business can save money.
B) Continually getting better customers into the shop.
C) Small things that can improve the overall customer experience.
D) Better employees and more customers.

4. When establishing standards of customer service it is helpful if they are specific, measurable, achievable, realistic and:

A) Trustworthy.
B) True.
C) Tested.
D) Time bound.

5. When a customer starts to make a complaint and you think that you know what the problem is you should:

A) Listen and then immediately say how you are going to resolve the issue.
B) Listen, apologise and say how you will resolve the issue.
C) Listen, acknowledge the issue and say how you will resolve the issue.
D) Listen, acknowledge, apologise and then say how you will resolve the issue.

Solutions: