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BBPSD CSFX Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Service Principles | - Fundamental Principles
|
| Problem Solving & Conflict Resolution | - Issue Management
|
| Communication Skills | - Effective Communication
|
| Customer Satisfaction & Compliance | - Customer Feedback
|
BBPSD Customer Service Sample Questions:
1. Positioning a product in the market place should be done by firstly:
A) Marketing.
B) Segmenting.
C) Targeting.
D) Positioning.
2. A customer who is talkative and interested more in opinion than facts when making a purchase would be classed as an:
A) Analytical type.
B) Authoritative type.
C) Relaxed type.
D) Amiable type.
3. Email communication is effective because it is:
A) Possible to trace.
B) Expensive.
C) None of the above.
D) Suitable for global markets.
4. An organisation that has distinguished itself in the automobile market by offering free insurance and petrol for a year would claim to have a:
A) SPU.
B) CSP.
C) USP.
D) BPS.
5. Attitudes and assumptions that we make about people are:
A) Useful when selling to customers.
B) A good first impression of customers.
C) Likely to help with product placement.
D) A common barrier to communication.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: D |





