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BBPSD Customer Service Sample Questions:

1. When communicating with a customer using a letter you should:

A) All of the above.
B) Read through the letter before sending.
C) Be courteous.
D) Sign the letter yourself.

2. When customers are sub divided into smaller groups to distinguish purchaser behaviour this is called:

A) Buying power.
B) The local market.
C) Selling power.
D) Market segmentation.

3. Email communication is effective because it is:

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

4. For organisations to improve their customer service they need to:

A) Gather information when a customer may not return.
B) Gather information when they first meet a customer.
C) All of the above.
D) Gather information from regular customers.

5. When positioning a product in the market place you should use Market Segmentation followed by Targeting followed by:

A) Sales.
B) Selling.
C) Marketing.
D) Positioning.

Solutions: