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BBPSD Customer Service Sample Questions:

1. 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, apologise and then say how you will resolve the issue.
C) Listen, acknowledge the issue and say how you will resolve the issue.
D) Listen, apologise and say how you will resolve the issue.

2. When customers are sub divided into smaller groups to distinguish purchaser behaviour this is called:

A) The local market.
B) Selling power.
C) Market segmentation.
D) Buying power.

3. When you are using a phone to give a customer a serial number you should:

A) Be enthusiastic.
B) Speak slower than normal.
C) Be unenthusiastic.
D) Speak in your normal voice.

4. A useful way of prioritising your task is known as the:

A) PTT approach.
B) ABC approach.
C) Listing approach.
D) RST approach.

5. 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) BPS.
B) SPU.
C) USP.
D) CSP.

Solutions: