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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. A person who has the skills to deal effectively in customer facing roles is known as a:

A) A marketing specialist.
B) A trained salesperson.
C) A service employee.
D) Customer service professional.

2. Obtaining information from customers in order to be responsive to their needs and improving the overall customer experience is known as:

A) Sales targeting.
B) Customer feedback.
C) Mystery shopping.
D) Customer responsiveness.

3. Obtaining information from customers in order to be responsive to their needs and improving the overall customer experience is known as:

A) Sales targeting.
B) Customer feedback.
C) Mystery shopping.
D) Customer responsiveness.

4. 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) Apologise then resolve the issue and then apologise again.
B) Take responsibility then acknowledge and then say how you will resolve the issue.
C) Acknowledge then apologise and then take responsibility.
D) Clarify the issue then acknowledge and finally apologise.

5. When establishing standards of customer service it is helpful if they are:

A) EASY ones.
B) ABC ones.
C) USP ones.
D) SMART ones.

Solutions: