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BBPSD Customer Service Sample Questions:
1. A concentrated targeting strategy is used when a product or service has:
A) Not been differentiated in the market place.
B) More marketing resources allocated to it.
C) Been specially developed for a particular market segment.
D) Been selected for a product with more than one customer segment.
2. Frequent interruptions:
A) Are a common time wasting activity.
B) Help when working with colleagues.
C) Help to get a lot of things done at once.
D) Can help you to make the most of your time.
3. To listen, acknowledge, apologise and then say how you will resolve an issue is the correct response when:
A) You are late for work.
B) A customer enters a shop for the first time.
C) A customer makes a complaint.
D) You are talking to your boss.
4. In order to improve the overall customer experience it is important to get:
A) Sales figures.
B) None of the above.
C) Customer feedback.
D) Sales projections.
5. When a customer starts to make a complaint and you have listened carefully to what they have to say, your next three steps should be to:
A) Clarify the issue then acknowledge and finally apologise.
B) Take responsibility then acknowledge and then say how you will resolve the issue.
C) Acknowledge then apologise and then take responsibility.
D) Apologise then resolve the issue and then apologise again.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C |
By Dorothy
