BBPSD CSFX real exam prep : Customer Service

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BBPSD CSFX Exam Syllabus Topics:

BBPSD Customer Service Sample Questions:

1. When positioning a product in the market place you should use Market Segmentation followed by Targeting followed by:

A) Selling.
B) Positioning.
C) Sales.
D) Marketing.

2. When dealing with Internal customers you must:

A) Check they have authority to purchase.
B) Apply the same level of service as external customers receive.
C) Ensure that you obtain payment details.
D) Make sure you have dealt with external customers first.

3. The most cost effective 24/7 way of gathering and storing customer information for an organisation's customer database is by:

A) Face-to-face communication.
B) Internet communication.
C) Phone communication.
D) Written communication.

4. A concentrated targeting strategy is used when a product or service has:

A) More marketing resources allocated to it.
B) Not been differentiated in the market place.
C) Been specially developed for a particular market segment.
D) Been selected for a product with more than one customer segment.

5. It is important to give an internal customer a good customer experience because:

A) They are more likely to be a returning customer.
B) They are more important than external customers.
C) They are more likely to complain than external customers.
D) They are equally as important as external customers.

Solutions: