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

2. A customer service professional is defined as someone who:

A) Has the skills to deal effectively in customer facing roles.
B) Trains salespeople in how to deal with customers.
C) Has a number of years experience in a customer service role.
D) Always makes the most sales in a day.

3. It is important to give an internal customer a good customer experience because:

A) They are more likely to complain than external customers.
B) They are more important than external customers.
C) They are more likely to be a returning customer.
D) They are equally as important as external customers.

4. If a colleague enters your office unexpectedly and you are sat at your desk, then a time management technique which should lead to a shorter interruption is to:

A) Stand up and greet them and do not sit back down.
B) Explain you are very busy.
C) Remain seated and ignore them.
D) Ask them to leave and come back later.

5. The car maker Henry Ford who said that 'customers could have any colour car they wanted as long as it was black' was operating in a:

A) Segmented market.
B) Differentiated market.
C) Undifferentiated market.
D) None of the above.

Solutions: