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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Communication Skills | - Effective Communication
|
| Topic 2: Problem Solving & Conflict Resolution | - Issue Management
|
| Topic 3: Customer Service Principles | - Fundamental Principles
|
| Topic 4: Customer Satisfaction & Compliance | - Customer Feedback
|
BBPSD Customer Service Sample Questions:
Obtaining information from customers in order to be responsive to their needs and improving the overall customer experience is known as:
- A. Customer responsiveness.
- B. Mystery shopping.
- C. Customer feedback.
- D. Sales targeting.
Correct Answer: C 🗳️
Market segmentation means that:
- A. There is only a small market that is available to consumers.
- B. Organisations can deal quicker with customers.
- C. The market that the organisation is selling to has become saturated.
- D. Customers are sub divided into smaller groups to distinguish purchaser behaviour.
Correct Answer: D 🗳️
An organisation that has distinguished itself in the automobile market by offering free insurance and petrol for a year would claim to have a:
- A. USP.
- B. BPS.
- C. CSP.
- D. SPU.
Correct Answer: A 🗳️
Benchmarking is used to:
- A. Compare your competitors' prices.
- B. Measure how your organisation is performing in relation to your competitors.
- C. Keep track of your daily sales targets.
- D. Test customer purchases.
Correct Answer: B 🗳️
When communicating with a customer by writing a letter you should:
- A. Sign the letter yourself.
- B. Read through the letter before sending.
- C. All of the above.
- D. Keep the letter courteous, short and to the point and spell check it.
Correct Answer: C 🗳️
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