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BBPSD Customer Service Sample Questions:

1. When a product or service has not been differentiated in the market place then it is best to use:

A) A quick sales strategy.
B) An undifferentiated targeting strategy.
C) A market segment.
D) A differentiated targeting strategy.

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. The use of the internet for communicating with customers is:

A) A 24/7 way of gathering customer information.
B) Quickly communicates with customers.
C) All of the above.
D) Inexpensive to use.

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

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

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

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

Solutions: