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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

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

2. A mystery shopper is a person who is:

A) Known to an organisation and acts as a customer.
B) Someone who has yet to make a purchase.
C) Known to the organisation as a occasional shopper.
D) Unknown to an organisation and acts as a customer.

3. Customers are often sub divided into smaller groups to distinguish purchaser behaviour. This activity is known as:

A) Sectional marketing.
B) Group segmentation.
C) Market segmentation.
D) Group purchasing.

4. Which of the following is recognised as a time wasting activity:

A) Being indecisive.
B) Making a decision.
C) Having a to-do list.
D) Being decisive.

5. Chronic Complainers are referred to in time management as:

A) A customer who will complain immediately something goes wrong.
B) Work colleagues who constantly complain.
C) Customers who repeatedly complain about service.
D) Groups of customers who complain about the same thing.

Solutions: