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BBPSD Customer Service Sample Questions:

1. When a customer starts to make a complaint you should first:

A) Say sorry.
B) Ask them to put it in writing.
C) Ask them to see someone else.
D) Listen.

2. When you are using a phone to give a customer a serial number you should:

A) Speak in your normal voice.
B) Speak slower than normal.
C) Be unenthusiastic.
D) Be enthusiastic.

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

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

4. When establishing standards of customer service it is helpful if they are Specific, Achievable, Realistic, Measurable and:

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

5. Market segmentation means that:

A) Organisations can deal quicker with customers.
B) Customers are sub divided into smaller groups to distinguish purchaser behaviour.
C) There is only a small market that is available to consumers.
D) The market that the organisation is selling to has become saturated.

Solutions: