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BBPSD Customer Service Sample Questions:

1. Continuous improvement, by definition, means that a business is always looking for:

A) Ways in which the business can save money.
B) Small things that can improve the overall customer experience.
C) Continually getting better customers into the shop.
D) Better employees and more customers.

2. 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) Take responsibility then acknowledge and then say how you will resolve the issue.
B) Acknowledge then apologise and then take responsibility.
C) Clarify the issue then acknowledge and finally apologise.
D) Apologise then resolve the issue and then apologise again.

3. Organisations need to gather information from customers if:

A) They are likely to return again.
B) They are not likely to return again.
C) They are regular customers.
D) All of the above.

4. When positioning a product in the market place you should use Market Segmentation followed by Targeting followed by:

A) Sales.
B) Positioning.
C) Selling.
D) Marketing.

5. Face-to-face communication is the most effective way of communicating with customers to get:

A) An idea of how much they have to spend.
B) A quick response.
C) Their address.
D) Instant feedback.

Solutions: