BBPSD Customer Service Certificate CSFX

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BBPSD Customer Service Sample Questions:

1. When dealing with Internal customers you must:

A) Make sure you have dealt with external customers first.
B) Apply the same level of service as external customers receive.
C) Ensure that you obtain payment details.
D) Check they have authority to purchase.

2. A concentrated targeting strategy is used when a product or service has:

A) Been selected for a product with more than one customer segment.
B) More marketing resources allocated to it.
C) Been specially developed for a particular market segment.
D) Not been differentiated in the market place.

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

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

4. Customer service standards should be SMART ones. Which of the following are NOT SMART ones:

A) Reliable.
B) Time bound.
C) Specific.
D) Achievable.

5. Multitasking is:

A) Doing one task and then doing another.
B) Only for people in busy jobs.
C) Doing things in sequence.
D) Doing more than one task at a time.

Solutions: