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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

Solutions: