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BBPSD Customer Service Sample Questions:

1. It is important for organisations to know that customer expectations:

A) Can sometimes not be met.
B) Can rarely be met.
C) Must be met.
D) Are always realistic.

2. An employee who has the skills to deal effectively in customer facing roles within the business is called a:

A) Trained salesperson.
B) Effective customer professional.
C) Customer focused professional.
D) Customer service professional.

3. Organisations need to gather information from customers if:

A) They are regular customers.
B) They are not likely to return again.
C) They are likely to return again.
D) All of the above.

4. Which is the correct order of priority when positioning a product in the market place?

A) Positioning followed by Market Segmentation followed by Targeting.
B) Market Segmentation followed by Targeting followed by Positioning.
C) Targeting followed by Positioning followed by Market Segmentation.
D) Targeting followed by Market Segmentation followed by Positioning.

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: