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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. Customer expectations:

A) Should always be met.
B) Can rarely be met.
C) Are never likely to be met.
D) Can sometimes not be met.

2. A common barrier to communicating with customers are the:

A) Busy lives we lead.
B) Lack of shop assistants.
C) Attitudes and assumptions that we make.
D) Use of emails.

3. A concentrated targeting strategy is used when a product or service has:

A) Been specially developed for a particular market segment.
B) Not been differentiated in the market place.
C) More marketing resources allocated to it.
D) Been selected for a product with more than one customer segment.

4. When establishing standards of customer service it is helpful if they are specific, time bound and:

A) All of the above.
B) Measurable.
C) Realistic.
D) Achievable.

5. Measuring how your organisation is performing with customer service in relation to your competitors is known as:

A) Comparing.
B) Benchmarking.
C) Standardising.
D) Contrasting services.

Solutions: