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BBPSD Customer Service Sample Questions:

1. Which is the correct order of priority when positioning a product in the market place:

A) Targeting followed by Positioning followed by Market Segmentation.
B) Market Segmentation followed by Targeting followed by Positioning.
C) Targeting followed by Market Segmentation followed by Positioning.
D) Positioning followed by Market Segmentation followed by Targeting.

2. An employee who has the skills to deal effectively in customer facing roles within the business is called a:

A) Customer focused professional.
B) Customer service professional.
C) Trained salesperson.
D) Effective customer professional.

3. If a business prided itself on the quality of its service to customers as being the best in the market then this could be its:

A) USP.
B) BPS.
C) PRI.
D) CSP.

4. Prioritising tasks means:

A) Spending longer on the first task that you have to do in the day.
B) Using your best marketing material.
C) Telling which customer is going to be served next.
D) Deciding which tasks need to be done immediately and which can wait.

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

Solutions: