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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service Principles | - Fundamental Principles
|
| Topic 2: Problem Solving & Conflict Resolution | - Issue Management
|
| Topic 3: Communication Skills | - Effective Communication
|
| Topic 4: Customer Satisfaction & Compliance | - Customer Feedback
|
BBPSD Customer Service Sample Questions:
Obtaining information from customers in order to be responsive to their needs and improving the overall customer experience is known as:
- A. Mystery shopping.
- B. Sales targeting.
- C. Customer feedback.
- D. Customer responsiveness.
Correct Answer: C 🗳️
If possible, the first time a customer comes into a shop you should ensure that:
- A. You find out their name.
- B. They purchase something.
- C. Customer information is collected.
- D. You make sure they are in the correct shop.
Correct Answer: C 🗳️
A weekly time management planning tool is known as a:
- A. Day planner.
- B. Planning schedule grid.
- C. Time grid.
- D. Weekly planning schedule.
Correct Answer: D 🗳️
When communicating with a customer using email you should:
- A. Make sure the email title lets the person know what it is about.
- B. All of the above.
- C. Read through the email before sending.
- D. Keep the email courteous, short and to the point.
Correct Answer: B 🗳️
Market segmentation means that:
- A. The market that the organisation is selling to has become saturated
- B. Organisations can deal quicker with customers
- C. Customers are sub divided into smaller groups to distinguish purchaser behaviour
- D. There is only a small market that is available to consumers
Correct Answer: C 🗳️
Geoffrey 
Matthew 
Miles 
Barry 
Gavin 
Oscar 
Harlan 
Karen 
Egbert 
Jenny 
Alberta 
Phoebe 
Monroe 
Miriam 
Toby 
Bard 
Myron 
Dinah 
Boyd 
