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BBPSD Customer Service Sample Questions:

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

2. An employee who has the skills to deal effectively in customer facing roles within the business is called a:

A) Trained salesperson.
B) Customer service professional.
C) Effective customer professional.
D) Customer focused professional.

3. When a customer starts to make a complaint and you think that you know what the problem is you should:

A) Listen and then immediately say how you are going to resolve the issue.
B) Listen, acknowledge the issue and say how you will resolve the issue.
C) Listen, acknowledge, apologise and then say how you will resolve the issue.
D) Listen, apologise and say how you will resolve the issue.

4. An undifferentiated targeting strategy is used when a product or service has:

A) Not been differentiated in the market place.
B) Been selected been specially developed for a particular market segment.
C) No price difference attached to it.
D) More than one customer segment.

5. Email communication is effective because it is:

A) None of the above.
B) Expensive.
C) Suitable for global markets.
D) Not possible to trace.

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