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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Communication Skills | - Effective Communication
|
| Customer Service Principles | - Fundamental Principles
|
| Customer Satisfaction & Compliance | - Customer Feedback
|
| Problem Solving & Conflict Resolution | - Issue Management
|
BBPSD Customer Service Sample Questions:
Attitudes and assumptions that we make about people are:
- A. A common barrier to communication.
- B. Likely to help with product placement.
- C. A good first impression of customers.
- D. Useful when selling to customers.
Correct Answer: A 🗳️
A customer who is an Amiable Type would typically be classed:
- A. Someone who often comes in to chat and not buy.
- B. Talkative and interested more in opinions than facts.
- C. Unlikely to make a purchase.
- D. An authoritative and informed customer.
Correct Answer: B 🗳️
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. Take responsibility then acknowledge and then say how you will resolve the issue.
- B. Clarify the issue then acknowledge and finally apologise.
- C. Acknowledge then apologise and then take responsibility.
- D. Apologise then resolve the issue and then apologise again.
Correct Answer: C 🗳️
Multitasking is:
- A. Doing more than one task at a time.
- B. Doing one task and the doing another.
- C. Doing things in sequence.
- D. Only for people in busy jobs.
Correct Answer: A 🗳️
When communicating with a customer by writing a letter you should:
- A. Sign the letter yourself.
- B. Read through the letter before sending.
- C. Keep the letter courteous, short and to the point and spell check it.
- D. All of the above.
Correct Answer: D 🗳️
