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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

Question 1

Email communication is effective because it is:

A. Possible to trace.
B. Expensive.
C. Suitable for global markets.
D. None of the above.

Question 2

Benchmarking is used to:

A. Measure how your organisation is performing in relation to your competitors.
B. Test customer purchases.
C. Compare your competitors' prices.
D. Keep track of your daily sales targets.

Question 3

An undifferentiated targeting strategy is used when a product or service has:

A. No price difference attached to it.
B. Not been differentiated in the market place.
C. More than one customer segment.
D. Been selected been specially developed for a particular market segment.

Question 4

When establishing standards of customer service it is helpful if they are specific, measurable, achievable, realistic and:

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

Question 5

There are a number of important events in customer interactions. These are called:

A. Critical moments.
B. Important customer events.
C. Key customer exchanges.
D. Key interactions.

Solutions: