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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. The three generally recognised types of customer are assertive, analytical and

A) Aggressive.
B) Authoritative.
C) Amiable.
D) Aware.

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

3. An undifferentiated targeting strategy is used when a product or service has:

A) Not been differentiated in the market place.
B) Been selected been specially developed for a particular market segment.
C) No price difference attached to it.
D) More than one customer segment.

4. Prioritising tasks means:

A) Deciding which tasks need to be done immediately and which can wait.
B) Using your best marketing material.
C) Spending longer on the first task that you have to do in the day.
D) Telling which customer is going to be served next.

5. Multitasking is:

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

Solutions: