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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Problem Solving & Conflict Resolution | - Issue Management
|
| Topic 2: Communication Skills | - Effective Communication
|
| Topic 3: Customer Satisfaction & Compliance | - Customer Feedback
|
| Topic 4: Customer Service Principles | - Fundamental Principles
|
BBPSD Customer Service Sample Questions:
Measuring how your organisation is performing with customer service in relation to your competitors is known as:
- A. Benchmarking.
- B. Comparing.
- C. Standardising.
- D. Contrasting services.
Correct Answer: A 🗳️
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. Clarify the issue then acknowledge and finally apologise.
- C. Acknowledge then apologise and then take responsibility.
- D. Take responsibility then acknowledge and then say how you will resolve the issue.
Correct Answer: C 🗳️
Obtaining information from customers in order to be responsive to their needs and improving the overall customer experience is known as:
- A. Customer responsiveness.
- B. Mystery shopping.
- C. Customer feedback.
- D. Sales targeting.
Correct Answer: C 🗳️
A customer who is talkative and interested more in opinion than facts when making a purchase would be classed as an:
- A. Authoritative type.
- B. Relaxed type.
- C. Amiable type.
- D. Analytical type.
Correct Answer: C 🗳️
If a sales person notices that they are getting a lot of enquiries about a product they do not stock they should:
- A. Put a sign in the shop to say it is not sold here.
- B. Ignore it and focus on their job.
- C. Ignore it for now and check again next month.
- D. Investigate if colleagues have noticed the same thing.
Correct Answer: D 🗳️
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