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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. Customers are often sub divided into smaller groups to distinguish purchaser behaviour. This activity is known as:

A) Market segmentation.
B) Group segmentation.
C) Group purchasing.
D) Sectional marketing.

2. A weekly planning schedule is an effective:

A) Way of looking back at the week.
B) Waste of time.
C) Management system.
D) Time management planning tool.

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

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

4. When a customer starts to make a complaint you should first:

A) Listen.
B) Say sorry.
C) Ask them to put it in writing.
D) Ask them to see someone else.

5. A mystery shopper is a person who is:

A) Known to the organisation as a occasional shopper.
B) Known to an organisation and acts as a customer.
C) Someone who has yet to make a purchase.
D) Unknown to an organisation and acts as a customer.

Solutions: