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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. A person who is unknown to an organisation who acts as a customer and then reports back to the organisation on their experience is called a

A) Mystery shopper.
B) Shopping experience tester.
C) Secret shopper.
D) Unknown shopper.

2. When customers are sub divided into smaller groups to distinguish purchaser behaviour this is called:

A) The local market.
B) Selling power.
C) Buying power.
D) Market segmentation.

3. When establishing standards of customer service it is helpful if they are specific, achievable, realistic, time bound and:

A) Measurable.
B) Trusted.
C) Tested.
D) Trustworthy.

4. When establishing standards of customer service it is helpful if they are Specific, Achievable, Realistic, Measurable and:

A) Trusted.
B) Tested.
C) Trustworthy.
D) Time bound.

5. It is important for organisations to know that customer expectations:

A) Can rarely be met.
B) Are always realistic.
C) Can sometimes not be met.
D) Must be met.

Solutions: