BBPSD CSFX - Customer Service

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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. The use of the internet for communicating with customers is:

A) Quickly communicates with customers.
B) Inexpensive to use.
C) All of the above.
D) A 24/7 way of gathering customer information.

2. 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) PRI.
B) BPS.
C) USP.
D) CSP.

3. 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.

4. 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) Apologise then resolve the issue and then apologise again.
B) Clarify the issue then acknowledge and finally apologise.
C) Take responsibility then acknowledge and then say how you will resolve the issue.
D) Acknowledge then apologise and then take responsibility.

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

Solutions: