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BBPSD Customer Service Sample Questions:

1. For organisations to improve their customer service they need to:

A) All of the above.
B) Gather information when they first meet a customer.
C) Gather information when a customer may not return.
D) Gather information from regular customers.

2. When a customer starts to make a complaint and you think that you know what the problem is you should:

A) Listen, acknowledge the issue and say how you will resolve the issue.
B) Listen and then immediately say how you are going to resolve the issue.
C) Listen, apologise and say how you will resolve the issue.
D) Listen, acknowledge, apologise and then say how you will resolve the issue.

3. Customer information should be collected by a shop:

A) The first time the customer comes into the shop.
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) When the customer makes his first purchase.

4. Benchmarking is used to:

A) Compare your competitors' prices.
B) Measure how your organisation is performing in relation to your competitors.
C) Test customer purchases.
D) Keep track of your daily sales targets.

5. Customer expectations:

A) Can sometimes not be met.
B) Are never likely to be met.
C) Should always be met.
D) Can rarely be met.

Solutions: