Exam Name: Customer Service
Certification Provider: BBPSD
Corresponding Certification: Customer Service Certificate
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BBPSD CSFX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Delivery & Operations | 15% | - Time management and productivity - Use of support tools and systems - Service process and standards |
| Topic 2: Customer Retention & Loyalty | 10% | - Value creation and follow-up - Building long-term relationships |
| Topic 3: Problem Solving & Conflict Resolution | 25% | - Decision-making and escalation procedures - Handling complaints and difficult customers - Conflict resolution strategies |
| Topic 4: Communication Skills | 25% | - Verbal and non-verbal communication - Written communication for support - Active listening techniques |
| Topic 5: Customer Service Fundamentals | 25% | - Professional ethics and standards - Principles of customer service - Customer expectations and satisfaction |
BBPSD Customer Service Sample Questions:
When establishing standards of customer service it is helpful if they are Specific, Achievable, Realistic, Measurable and:
- A. Trusted.
- B. Time bound.
- C. Trustworthy.
- D. Tested.
Correct Answer: B 🗳️
Market segmentation means that:
- A. Customers are sub divided into smaller groups to distinguish purchaser behaviour
- B. There is only a small market that is available to consumers
- C. Organisations can deal quicker with customers
- D. The market that the organisation is selling to has become saturated
Correct Answer: A 🗳️
Which is the correct order of priority when positioning a product in the market place?
- A. Targeting followed by Market Segmentation followed by Positioning.
- B. Positioning followed by Market Segmentation followed by Targeting.
- C. Targeting followed by Positioning followed by Market Segmentation.
- D. Market Segmentation followed by Targeting followed by Positioning.
Correct Answer: D 🗳️
A mystery shopper is a person who is:
- A. Someone who has yet to make a purchase.
- B. Known to an organisation and acts as a customer.
- C. Known to the organisation as a occasional shopper.
- D. Unknown to an organisation and acts as a customer.
Correct Answer: D 🗳️
Frequent interruptions:
- A. Can help you to make the most of your time.
- B. Are a common time wasting activity.
- C. Help to get a lot of things done at once.
- D. Help when working with colleagues.
Correct Answer: B 🗳️
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