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BBPSD Customer Service Sample Questions:

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

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

2. When a customer starts to make a complaint you should first:

A) Listen.
B) Say sorry.
C) Ask them to put it in writing.
D) Ask them to see someone else.

3. Market segmentation means that:

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

4. A mystery shopper is a person who is:

A) Unknown to an organisation and acts as a customer.
B) Someone who has yet to make a purchase.
C) Known to the organisation as a occasional shopper.
D) Known to an organisation and acts as a customer.

5. A customer service professional is defined as someone who:

A) Always makes the most sales in a day.
B) Trains salespeople in how to deal with customers.
C) Has the skills to deal effectively in customer facing roles.
D) Has a number of years experience in a customer service role.

Solutions: