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BBPSD Customer Service Sample Questions:

1. It is important for organisations to know that customer expectations:

A) Are always realistic.
B) Can rarely be met.
C) Can sometimes not be met.
D) Must be met.

2. By definition, continuous improvement means that a business is always looking for:

A) Ways in which the business can save money.
B) Continually getting better customers into the shop.
C) Better employees and more customers.
D) Small things that can improve the overall customer experience.

3. Customer information should be collected by a shop:

A) When the customer makes his first purchase.
B) If a customer appears to be one who will return to the shop.
C) Once you are aware that the customer is a regular shopper.
D) The first time the customer comes into the shop.

4. When establishing standards of customer service it is helpful if they are specific, measurable, achievable, realistic and:

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

5. An undifferentiated targeting strategy is used when a product or service has:

A) No price difference attached to it.
B) Not been differentiated in the market place.
C) A product with more than one customer segment.
D) Been specially developed for a particular market segment.

Solutions: