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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. When a customer starts to make a complaint you should first:

A) Listen.
B) Ask them to put it in writing.
C) Say sorry.
D) Ask them to see someone else.

2. If a business prided itself on the quality of its service to customers as being the best in the market then this could be its:

A) BPS.
B) USP.
C) PRI.
D) CSP.

3. A person who is unknown to an organisation who acts as a customer and then reports back to the organisation on their experience is called a

A) Secret shopper.
B) Unknown shopper.
C) Shopping experience tester.
D) Mystery shopper.

4. Customer service standards should be SMART ones. Which of the following are NOT SMART ones:

A) Reliable.
B) Time bound.
C) Achievable.
D) Specific.

5. It is important to give an internal customer a good customer experience because:

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

Solutions: