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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Satisfaction & Compliance | - Customer Feedback
|
| Communication Skills | - Effective Communication
|
| Customer Service Principles | - Fundamental Principles
|
| Problem Solving & Conflict Resolution | - Issue Management
|
BBPSD Customer Service Sample Questions:
It is important to give an internal customer a good customer experience because:
- A. They are more likely to be a returning customer.
- B. They are more important than external customers.
- C. They are equally as important as external customers.
- D. They are more likely to complain than external customers.
Correct Answer: C 🗳️
The use of the internet for communicating with customers is:
- A. All of the above.
- B. Inexpensive to use.
- C. Quickly communicates with customers.
- D. A 24/7 way of gathering customer information.
Correct Answer: A 🗳️
The three generally recognised types of customer are, analytical, amiable and:
- A. Aggressive.
- B. Aware.
- C. Assertive.
- D. Authoritative.
Correct Answer: C 🗳️
When positioning a product in the market place you should use Market Segmentation followed by Targeting followed by:
- A. Marketing.
- B. Positioning.
- C. Selling.
- D. Sales.
Correct Answer: B 🗳️
By definition, continuous improvement means that a business is always looking for:
- A. Small things that can improve the overall customer experience.
- B. Ways in which the business can save money.
- C. Continually getting better customers into the shop.
- D. Better employees and more customers.
Correct Answer: A 🗳️
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