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BBPSD Customer Service Sample Questions:

1. When you are busy and you answer the phone, if you immediately and politely tell the caller that you are very busy and you will ring them back later, then you are:

A) Ignoring a potential customer.
B) Likely to get in trouble with your boss.
C) Letting the caller know how hard you work.
D) Using a good time management technique.

2. A customer who takes a systematic and detailed approach to his purchase would be classed as an:

A) Analytical type.
B) Aware type.
C) Authoritative type.
D) Assertive type.

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

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

4. Measuring how your organisation is performing with customer service in relation to your competitors is known as:

A) Comparing.
B) Benchmarking.
C) Standardising.
D) Contrasting services.

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

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

Solutions: