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Good study guidance

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BBPSD Customer Service Sample Questions:

1. When communicating with a customer by writing a letter you should:

A) Read through the letter before sending.
B) Keep the letter courteous, short and to the point and spell check it.
C) Sign the letter yourself.
D) All of the above.

2. When establishing standards of customer service it is helpful if they are Specific, Achievable, Realistic, Measurable and:

A) Trustworthy.
B) Time bound.
C) Trusted.
D) Tested.

3. There are a number of important events in customer interactions. These are called:

A) Key interactions.
B) Critical moments.
C) Key customer exchanges.
D) Important customer events.

4. A person who is always keen to tell you what they have done and the difficulties they have had to overcome is known in customer service as a:

A) Chronic complainer.
B) Time waster.
C) Recognition seeker.
D) Time watcher.

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

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

Solutions: