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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Satisfaction & Compliance | - Customer Feedback
|
| Customer Service Principles | - Fundamental Principles
|
| Problem Solving & Conflict Resolution | - Issue Management
|
| Communication Skills | - Effective Communication
|
BBPSD Customer Service Sample Questions:
The car maker Henry Ford who said that 'customers could have any colour car they wanted as long as it was black' was operating in a:
- A. None of the above.
- B. Differentiated market.
- C. Undifferentiated market.
- D. Segmented market.
Correct Answer: C 🗳️
Organisations need to gather information from customers if:
- A. All of the above.
- B. They are regular customers.
- C. They are likely to return again.
- D. They are not likely to return again.
Correct Answer: A 🗳️
If possible, the first time a customer comes into a shop you should ensure that:
- A. They purchase something.
- B. Customer information is collected.
- C. You find out their name.
- D. You make sure they are in the correct shop.
Correct Answer: B 🗳️
If it is not possible to establish personal communication with a customer face-to-face then the next best method is:
- A. Phone.
- B. Email.
- C. Letter.
- D. Leaflet.
Correct Answer: A 🗳️
A customer who is talkative and interested more in opinion than facts when making a purchase would be classed as an:
- A. Analytical type.
- B. Relaxed type.
- C. Amiable type.
- D. Authoritative type.
Correct Answer: C 🗳️
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