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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Satisfaction & Compliance | - Customer Feedback
|
| Customer Service Principles | - Fundamental Principles
|
| Communication Skills | - Effective Communication
|
| Problem Solving & Conflict Resolution | - Issue Management
|
BBPSD Customer Service Sample Questions:
1. Which of the following is recognised as a time wasting activity?
A) Being decisive.
B) Making a decision.
C) Being indecisive.
D) Having a to-do list.
2. 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) Clarify the issue then acknowledge and finally apologise.
B) Take responsibility then acknowledge and then say how you will resolve the issue.
C) Apologise then resolve the issue and then apologise again.
D) Acknowledge then apologise and then take responsibility.
3. The three generally recognised types of customer are, analytical, amiable and:
A) Authoritative.
B) Aware.
C) Aggressive.
D) Assertive.
4. An undifferentiated targeting strategy is used when a product or service has:
A) Been specially developed for a particular market segment.
B) Not been differentiated in the market place.
C) A product with more than one customer segment.
D) No price difference attached to it.
5. When customers are sub divided into smaller groups to distinguish purchaser behaviour this is called:
A) Market segmentation.
B) The local market.
C) Buying power.
D) Selling power.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: A |
