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BBPSD Customer Service Sample Questions:

1. Chronic Complainers are referred to in time management as:

A) Work colleagues who constantly complain.
B) A customer who will complain immediately something goes wrong.
C) Groups of customers who complain about the same thing.
D) Customers who repeatedly complain about service.

2. Market segmentation means that:

A) The market the organisation is selling to has become saturated.
B) There is only a small market that is available to consumers.
C) Organisations can deal more quickly with customers.
D) Customers are sub divided into smaller groups to distinguish purchaser behaviour.

3. If possible, the first time a customer comes into a shop you should ensure that:

A) Customer information is collected.
B) You make sure they are in the correct shop.
C) They purchase something.
D) You find out their name.

4. Good time management recommends that if you are busy and someone rings you then you should:

A) Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.
B) Answer the phone and ask them to ring you later at a more convenient time.
C) Answer the call and deal with it, as you know you will eventually have to deal with it.
D) Ignore the phone call and let it ring.

5. When establishing standards of customer service it is helpful if they are:

A) ABC ones.
B) EASY ones.
C) USP ones.
D) SMART ones.

Solutions: