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BBPSD Customer Service Sample Questions:

1. It is important to give an internal customer a good customer experience because:

A) They are equally as important as external customers.
B) They are more likely to complain than external customers.
C) They are more important than external customers.
D) They are more likely to be a returning customer.

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

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

3. When a product or service has not been differentiated in the market place then it is best to use:

A) A market segment.
B) A quick sales strategy.
C) A differentiated targeting strategy.
D) An undifferentiated targeting strategy.

4. Benchmarking is used to:

A) Test customer purchases.
B) Keep track of your daily sales targets.
C) Measure how your organisation is performing in relation to your competitors.
D) Compare your competitors' prices.

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

Solutions: