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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Service Principles | - Fundamental Principles
|
| Customer Satisfaction & Compliance | - Customer Feedback
|
| Problem Solving & Conflict Resolution | - Issue Management
|
| Communication Skills | - Effective Communication
|
BBPSD Customer Service Sample Questions:
It is important for organisations to know that customer expectations:
- A. Are always realistic.
- B. Must be met.
- C. Can sometimes not be met.
- D. Can rarely be met.
Correct Answer: C 🗳️
When establishing standards of customer service it is helpful if they are specific, achievable, realistic, time bound and:
- A. Trusted.
- B. Tested.
- C. Measurable.
- D. Trustworthy.
Correct Answer: C 🗳️
Which of the following is recognised as a time wasting activity:
- A. Making a decision.
- B. Being decisive.
- C. Having a to-do list.
- D. Being indecisive.
Correct Answer: D 🗳️
Benchmarking is used to:
- A. Measure how your organisation is performing in relation to your competitors.
- B. Keep track of your daily sales targets.
- C. Test customer purchases.
- D. Compare your competitors' prices.
Correct Answer: A 🗳️
In order to improve the overall customer experience it is important to get:
- A. Sales projections.
- B. None of the above.
- C. Customer feedback.
- D. Sales figures.
Correct Answer: C 🗳️
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